Cannot get my data on Subsurface mobile but its fine on the PC

[Matthew Moore]

When posting questions you can help us answer you more quickly if you make sure you include some basic information:

• Which version are you using (hint: look at the About screen)?  Phone 2.0.1  Windows 4.7.6

I am able to see and edit my data on the PC just fine.  Note different email than this one.  Account is matt.moore@...X.com

I am also able to save to cloud storage without issue.

So on on the PC, no issues.

On the mobile app I have no dives.

Email is the same, all in lower case on the top of the PC app and the subsurface mobile setting in cloud storage.  Password looks ok, or at least says Credentials verified. 

it says:

sync with cloud storage

Done sync with cloud storage

and I still have zero dives on my list.

I am sure its operator error, but I am not sure what I am doing wrong.  

[Dirk Hohndel]

This is odd. 

Can you, on your phone, enter the menu -> Dive management -> Manual sync with cloud

and then send the subsurface.log file from the phone? It should be in the top level directory of your on-device storage (unfortunately, different phone vendors use different user-visible names for the top level directory of the storage).

Thanks

/D

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[Matthew Moore]

I am trying to find this file but i do not find it on the phone.  I continue to try but so far i cannot locate the file.  

On Monday, January 22, 2018 at 2:32:26 PM UTC-5, Dirk wrote:

This is odd. 

Can you, on your phone, enter the menu -> Dive management -> Manual sync with cloud

and then send the subsurface.log file from the phone? It should be in the top level directory of your on-device storage (unfortunately, different phone vendors use different user-visible names for the top level directory of the storage).

Thanks

/D

On Jan 20, 2018, at 2:07 PM, Matthew Moore <dukematth...@gmail.com> wrote:

When posting questions you can help us answer you more quickly if you make sure you include some basic information:

• Which version are you using (hint: look at the About screen)?  Phone 2.0.1  Windows 4.7.6

I am able to see and edit my data on the PC just fine.  Note different email than this one.  Account is matt.moore@...X.com

I am also able to save to cloud storage without issue.

So on on the PC, no issues.

On the mobile app I have no dives.

Email is the same, all in lower case on the top of the PC app and the subsurface mobile setting in cloud storage.  Password looks ok, or at least says Credentials verified. 

it says:

sync with cloud storage

Done sync with cloud storage

and I still have zero dives on my list.

I am sure its operator error, but I am not sure what I am doing wrong.  

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[Matthew Moore]

I am sorry to say I cannot find this file on my phone.

[Matthew Moore]

I found it.

On Monday, January 22, 2018 at 2:32:26 PM UTC-5, Dirk wrote:

This is odd. 

Can you, on your phone, enter the menu -> Dive management -> Manual sync with cloud

and then send the subsurface.log file from the phone? It should be in the top level directory of your on-device storage (unfortunately, different phone vendors use different user-visible names for the top level directory of the storage).

Thanks

/D

On Jan 20, 2018, at 2:07 PM, Matthew Moore <dukematth...@gmail.com> wrote:

When posting questions you can help us answer you more quickly if you make sure you include some basic information:

• Which version are you using (hint: look at the About screen)?  Phone 2.0.1  Windows 4.7.6

I am able to see and edit my data on the PC just fine.  Note different email than this one.  Account is matt.moore@...X.com

I am also able to save to cloud storage without issue.

So on on the PC, no issues.

On the mobile app I have no dives.

Email is the same, all in lower case on the top of the PC app and the subsurface mobile setting in cloud storage.  Password looks ok, or at least says Credentials verified. 

it says:

sync with cloud storage

Done sync with cloud storage

and I still have zero dives on my list.

I am sure its operator error, but I am not sure what I am doing wrong.  

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[Miika Turkia]

How did you verify that you are able to save to cloud storage? Does https://cloud.subsurface-divelog.org/user/<email@address>/dives.html show your log when you login with a web browser (obviously <email@address> must be updated to your registered address)?

The reason I am wondering is that the log you sent does show that the cloud sync was successful. That makes me wonder if the dives are actually saved to the cloud. If the log with web browser seems empty, then try forcing the save to cloud storage on desktop client. (It might be that the desktop was off-line and your log is only cached locally on your desktop.)

[Matthew Moore]

Thanks for the response.  The reason I think that the cloud storage is saved is that when I log into the PC version of the program I have one set of data.  Then when I click file and open cloud storage I get my accurate data.  I think I should probably save after this but I have not at this time so i do see that my cloud data is there.  

Does https://cloud.subsurface-divelog.org/user/<email@address>/dives.html does show a list of my dives after authentication. 

I have tried to check and see if i have 2 different accounts.  When I am on the mobile app I have the same email address that I used to verify the dives as you instructed above. 

So I am still unable to sync to my mobile device. 

[Dirk Hohndel]

Subsurface always has a local cache of your data, even in cloud mode. So the fact that it shows different data when you switch to cloud storage only shows that those data are in the local cache - this is no proof that the data are indeed stored to the cloud server.

Would you give me permission to look at your dive data on the server? Then I can tell you what is actually stored there (but I never access users' data without their explicit permission)

/D

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[Matthew Moore]

You are more than welcome to look at my dive data.  Thank you for the help.  I did however get a display of my data when I looked up the data in https://cloud.subsurface-divelog.org/user/<email@address>/dives.html it does show a list of my dives after authentication. 

Again, please feel free to look at any of my data that could help.

On Monday, February 5, 2018 at 10:40:29 AM UTC-5, Dirk wrote:

Subsurface always has a local cache of your data, even in cloud mode. So the fact that it shows different data when you switch to cloud storage only shows that those data are in the local cache - this is no proof that the data are indeed stored to the cloud server.

Would you give me permission to look at your dive data on the server? Then I can tell you what is actually stored there (but I never access users' data without their explicit permission)

/D

On Feb 5, 2018, at 12:11 AM, Matthew Moore <dukematth...@gmail.com> wrote:

Thanks for the response.  The reason I think that the cloud storage is saved is that when I log into the PC version of the program I have one set of data.  Then when I click file and open cloud storage I get my accurate data.  I think I should probably save after this but I have not at this time so i do see that my cloud data is there.  

Does https://cloud.subsurface-divelog.org/user/<email@address>/dives.html does show a list of my dives after authentication. 

I have tried to check and see if i have 2 different accounts.  When I am on the mobile app I have the same email address that I used to verify the dives as you instructed above. 

So I am still unable to sync to my mobile device. 

On Sunday, February 4, 2018 at 5:45:50 AM UTC-5, Miika Turkia wrote:

How did you verify that you are able to save to cloud storage? Does https://cloud.subsurface-divelog.org/user/<email@address>/dives.html show your log when you login with a web browser (obviously <email@address> must be updated to your registered address)?

The reason I am wondering is that the log you sent does show that the cloud sync was successful. That makes me wonder if the dives are actually saved to the cloud. If the log with web browser seems empty, then try forcing the save to cloud storage on desktop client. (It might be that the desktop was off-line and your log is only cached locally on your desktop.)

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[Matthew Moore]

Any luck finding the issue with my Subsurface mobile?  

[Dirk Hohndel]

No, it all looks good on the server side and I can't see failed logins. So I'm not sure what to tell you.

In Subsurface-mobile, please open the main menu, Dive management -> Manually sync with cloud

And then send me the log file, again.

Thanks

/D

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[Matthew Moore]

No problem.  I have done as you suggested.  

I also changed my default on the storage option to cloud on the main subsurface program.  That made no difference. 

[Matthew Moore]

I assume this data was no help.  I have deleted the application and reinstalled it just for something to try.  Verifying credentials was not problem but I still see no dives on the phone. 

[Miika Turkia]

If I read the log correctly, it claims the cloud storage contains no dives. So if you are using same credentials on Subsurface-mobile and when checking the web interface, and web interface shows dives, I do not really understand how this can be. Except if you have had the HTML exported at cloud with dives in the log, and have synced empty log to the cloud after this, but during this sync the HTML export was broken. However, if everything looks correct on the server side, as Dirk said, this shouldn't be the case.

So once more, verify the accounts are correct. Force sync from desktop to the cloud, and then force a sync on the mobile. Really mysterious problem :(

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