Reply to Vani, ongoing sync issue #97764

https://thebrain.zendesk.com/agent/tickets/97764

Hello Vani,

Thank you for your patience while we continue looking into the sync issue. I reviewed your latest log file, and it looks clean, so we’ll need to gather some additional details to pinpoint what’s going on.

Could you please let me know:

• Is the sync problem affecting all of your Brains, or just one in particular? If only one, which Brain is it?
• Are you clicking the Sync button in the main toolbar after making changes, or are you expecting it to auto-sync?
• When you click the Sync button, what happens exactly, does it get stuck at a certain point, or do you see an error message?

We’ll also need the Brain name and Brain ID so we can check it from our servers. You can find this by going to File > Statistics > GUID, then clicking on the GUID, you’ll see an option to copy it to your clipboard.

Finally, please follow these steps so we can capture the sync issue in a fresh log:

1. In TheBrain, go to Help > Open Log Directory
2. Delete the current log file
3. Restart TheBrain so it generates a new log
4. Open the Brain with the sync problem and try syncing
5. As soon as it fails or hangs, send us the new log file immediately

Once we have this info and the fresh log, we can dig deeper into what’s causing the problem.

If you have any other questions while you go through these steps, feel free to reach out, I’m here to help.

Best regards,

John