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GO app - Sync error started few minutes ago

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Sushi Chef
Sushi Chef

GO app - Sync error started few minutes ago

Suddenly I started to get sync error after logging to our development sandbox. ServiceMax Go app was used. Similar behavior was noticed when I logged to UAT sandbox. Lauri from Fluido had similar problem with ServiceMax Go.

No changes were done to our sandboxes.

Error message below:Sync could not be completed due to an unexpected error. Please contact your ServiceMax Administator for assistance.

 

@laur

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Sushi Chef
Sushi Chef

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Getting same sync error also from production environment.

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Employee
Employee

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Hi Elina,

Please can you raise a Support Case for this issue - we have become aware of an issue with Sync Gateway which is currently being investigated. 

We will add this to the investigations. 

Thanks, Nicola

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Product Team
Product Team

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Issue is resolved and EU users are reporting they are able to login. We are performing post outage checks.

Trevor Alexander
Mobile Product Manger
EMEA
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Product Team
Product Team

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Post outage checks complete. EU SG back online.

Cause was down to a defect in a cache node - which caused an outage for some users - this has now been resolved. Full RCA is underway to mitigate future occurrences.

Trevor Alexander
Mobile Product Manger
EMEA
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Sushi Chef
Sushi Chef

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Hi Trevor, what was the result of the RCA - we were told there was multiple redundancy in the gateway and that I would have expected to shift the traffic to another gateway - that clearly did not happen. What is your business continuity plan for outages like this?

Also when this outage occurred - what communication went out to customers?

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Is there a solution for this? I am testing mobile version 1.4 and Initial Syncing keeps on timing out.

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Product Team
Product Team

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This is not related. If you are testing 1.4 pls liaise with your contact in ServiceMax that gave you 1.4 access. 

Thanks

Trevor Alexander
Mobile Product Manger
EMEA
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