Export & Synchronization Issues

[Romane]

Hello all,

I’m currently experiencing some issues with data exporting and synchronization. For context, I’ve checked the server diagnostics and everything appears to be working.

There does not appear to be any issue with server metrics either:

However, I’m experiencing multiple export failures, even after clearing the export cache:

Finally, the enumerators from my team are experiencing issues synchronizing data they’ve already collected (and are restricted from new assignments):

I suspect the issue is simple, but any support would be greatly appreciated. Thanks in advance.

[vfedoseev]

Dear @Romane ,

Could you please check the Device Logs and the Server Logs to identify the issue? If you are unable to find the problem, please share them with us in any way convenient for you.

[Romane]

Dear @vfedoseev ,

Many thanks for your reply. For the device logs, there are only two records, dating back nearly a year ago (see below).

Regarding server logs, I’m afraid that I’m unable to retrieve those at this time since I do not have access to AWS. Is there away to retrieve them without AWS access?

[sergiy]

@Romane

Is there away to retrieve them without AWS access?

As the message says, you need to contact your server support team and they will be able to access the logs.

@Romane

I suspect the issue is simple, but any support would be greatly appreciated.

Exhaustion of storage space on the server would probably be consistent with both observed symptoms. See

Server storage space

[Romane]

Hi all,

I’d just like to give an update:

I was able to gain access to AWS after some troubleshooting and hurdles. I was able to restore the lost functions. I’m still somewhat unclear about what happened, but I stopped the server, created a snapshot, and resumed the server - somehow, that was enough.

I don’t really understand it, but thank you for your support.