New version same problem with the coud

[Harro Lackmann]

So, I have subsurface on two notebooks and one mobile.

I have problem wir one of the notebooks. This ond can't get the dives form the cloud.

When I click 'Open Cloud Storage' I get a massage like that:

-> 'Cannot sync cloud server, work with offline copy'

-> Than I go to the Preferences /Cloud and click 'Apply' notheing happens so it looks good.

-> Than I click on 'Cloud storage online' and SubSur tick the box.

-> than I click 'Save to cloud Storage' Error 'Cannot sync cloud server, work with offline copy'

When I click 'save to cloud Storage' it opens a litztle window for safing for a very short time. But no error. But when I look in the cloud with the other devices, nothing has changed.

I don't understand the problem! because it's the same settings in the other Notebook but at this one all works fine.

is there a log file somewhere?

SubSurface 5.0

Win10

[Dirk Hohndel]

On Windows we automatically save some log files. They might tell us a little more.
They are in C:\Users\Home\AppData\Roaming\Subsurface : subsurface_out.log and subsurface_err.log

Can you do the steps below (especially the one where you do try to save and then get an error) and then exit Subsurface and then send us those two files?

Thanks

/D

[Harro Lackmann]

Okay, it's a little bit strange...

The Notebook ist from my work. So when I conected with VPN to my Mork-LAN it works.

Without VPN it doesn't work

Without VPN : Yes I have WWW, I also reach the Web-adress from the cloud (https://cloud.subsurface-divelog.org/user/X...@YYY.org/dives.html).

Here are the Logs when I connected witout VPN

[JB2Cool]

Ok this does make the situation a little clearer and it's sounding like it's not a Subsurface issue but a 'feature' of the network security on your work laptop. I don't know anything about your setup but making guesses based on mine.

Do you have any proxy information set under network settings? It could be that your laptop is looking for a proxy server that

is accessible when you are connected to the VPN but inaccessible when you are not connected to the VPN.

Another suggestion would be that HTTP(S) traffic is allowed to go out directly but other traffic (Git in this example) is not and can only egress your network via the corporate gateway.

Since this works correctly when you are VPNd up i'd suggest Subsurface is not at fault and since this is a work computer we cannot really poke around too much to troubleshoot this issue.

Jason

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[Harro Lackmann]

Yes, we have Proxys in my Company but it come from the AD.

But without VPN I don't have any Proxy....

Extreamly strange is that the other Notebook also works witn VPN (it's also for my work) and ther are no problems...

So Thanks, but I check it wir the administartion at work

[JB2Cool]

Check out the network section in preferences, one may be set to system proxy and the other may be set to no proxy, that's all i can really suggest for now.

Jason

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[rick.w...@gmail.com]

I am having a similar issue since before version 5.0 install. I am on Windows 10 (64 bit).

My system information is in the "System Info.jpg" attachment.

Here is my sequence of events:

1. When I open Subsurface I get a "Can not sync with cloud server, working with offline copy" See attachment Problem_1.JPG
2 I then try to use the "Cloud Storage Online" menu option and get the error "Failure taking storage online" See attachment Problem_2.JPG
3 I then quit to app and grabbed the subsurface_err.log and subsurface_out.log

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[Jason Bramwell]

Rick,
If you close Subsuface and reopen it again does it still fail on the second attempt? Mine regularly fails on the first attempt but always works on the second attempt, Linus highlighted that this was probably a DNS resolution failure sauced by slow DNS but of course your issue may be different to mine.

Jason

Sent from my iPhone

> On 26 Mar 2021, at 21:29, rick.w...@gmail.com wrote:
>
> I am having a similar issue since before version 5.0 install. I am on Windows 10 (64 bit).

> To view this discussion on the web visit https://groups.google.com/d/msgid/subsurface-divelog/000f01d72287%2410a42080%2431ec6180%24%40gmail.com.
> <System Info.JPG>
> <Problem_1.JPG>
> <Problem_2.JPG>
> <subsurface_err.log>
> <subsurface_out.log>

[rick.w...@gmail.com]

Hi Jason,

I tried that and got the same errors. I thought I would do a little more digging down the timeout path though so....

I tried a tracert on it and the first 6 hops till I hit the backbone on my end were all less than 4ms. When it hit the Washington DC IXP I started seeing delays really jump and of course some of the data center/ private servers do not respond to icmp requests

Tracing route to cloud.subsurface-divelog.org [97.120.48.1]
over a maximum of 30 hops:

7 18 ms 18 ms 16 ms ae-6.edge1.WashingtonDC111.Level3.net [4.68.73.197]
8 112 ms 107 ms 91 ms ae-1-37.bar3.Portland1.Level3.net [4.69.218.234]
9 91 ms 91 ms 91 ms 4.68.38.154
10 93 ms 91 ms 91 ms 207.225.86.146
11 * * * Request timed out.
12 * * * Request timed out.


I also made an entry in my hosts file for the cloud url so I could avoid any issues with a slow DNS for certain.

Thanks,
Rick

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[Harro Lackmann]

So, after some try and error I have the worke around for fixing

Open CMD as Administrator

Type 'NETSH INT IP RESET''

Done

[rick.warren4]

I have reset the tcp/ip connections and tried to take cloud online, it still failed.

I shut the app down, reopened and tried a second time and it failed again.

At least the problem is consistent. 😀

Thanks,

Rick

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