Newton Tracker sync problem

Newton Tracker sync problem

Postby amet » Sun May 10, 2015 7:44 am

Not for the first time (it happened twice before) there was a sync problem after the ride I did today.
It seems to me that this is a (temporary ?) server problem, but I have not all day to keep trying to sync the ride...
I don't mind to pay for something, but it has to work!
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Re: Newton Tracker sync problem

Postby Velocomp » Sun May 10, 2015 8:25 am

What, specifically, was the problem?

I did a ride yesterday and had no problem with the sync.
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Re: Newton Tracker sync problem

Postby amet » Tue May 12, 2015 2:05 pm

Well, the app refused to sync a finished ride and, as I wrote, not for the first time. I tried about 10 times (close the app and restart it) and than gave up.
Today I did a new ride (yesterday was a rest day) and, as was the case the other times, when I started the app it synced the previous ride without any problem. So I am pretty sure it must be a server problem. I didn't change my settings or anything, just tried to sync a ride after stopping it.
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Re: Newton Tracker sync problem

Postby Velocomp » Tue May 12, 2015 2:48 pm

Please send an email to technicalsupport@velocomp.com. We will investigate further.
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Re: Newton Tracker sync problem

Postby ronpei » Wed Jun 17, 2015 5:00 am

similar issue yesterday June 16. The annoying issue is when I start up Tracker because there is a ride that was not synced it tries to sync and takes forever (meaning at least a minute) until it fails. For some reason the upload will not work now going on to the second day. Even when I do a simple start and stop ride (which would work in past to get it to upload). Any ideas?
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Re: Newton Tracker sync problem

Postby Velocomp » Wed Jun 17, 2015 5:55 am

Hmm..I have not seen this issue before.

Are you using the iOS or Android version?

I would try three things:

1) Quit the Tracker app and relaunch it. See if that fixes things

2) Reboot your phone. See if that fixes things

3) If both of those fail, then delete the ride file that does not sync.
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Re: Newton Tracker sync problem

Postby amet » Wed Jun 17, 2015 6:18 am

Indeed, yesterday the issue reoccurred (for the first time since May 10).
I have sent a mail to technicalsupport@velocomp.com.

I'm using Android and I have tried suggestions 1) and 2). No use.
I don't understand suggestion 3). How can I delete a ride in the Newton Tracker app, since there is no list?

In the past the ride synced without any problem the next day. I cannot explain why. I don't know about yesterdays ride, since today I didn't yet start another.
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Re: Newton Tracker sync problem

Postby Velocomp » Wed Jun 17, 2015 8:57 am

I just checked and there may be a problem with our server, causing rides not to upload.

It may take us a day to fix the problem; hang in there!
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Re: Newton Tracker sync problem

Postby lavoww » Wed Jun 17, 2015 10:39 am

I'm having the same problem. Did a ride last night, 6/16/15, and it is still trying to sync. Can I do a ride using the app and expect that multiple files will be uploaded once the server is back in action?
Thanks
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Re: Newton Tracker sync problem

Postby ronpei » Wed Jun 17, 2015 11:06 am

in my case it is android app. Also as per last question, if I ride multiple rides that are not uploaded is there a limit that can be stored or is it device memory limited?
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Re: Newton Tracker sync problem

Postby amet » Wed Jun 17, 2015 1:49 pm

Velocomp wrote:I just checked and there may be a problem with our server, causing rides not to upload.

It may take us a day to fix the problem; hang in there!

My first post:
amet wrote:Not for the first time (it happened twice before) there was a sync problem after the ride I did today.
It seems to me that this is a (temporary ?) server problem, ...

The rest of my post may have been a bit negative, but I wasn't that wrong after all.
For your information. I did another ride today and this time the problem persists. The previous ride did not sync, and the one I did today caused the same problem. But I suppose you are aware of that.
I hope that you will be able to solve the problem soon.
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Re: Newton Tracker sync problem

Postby Velocomp » Wed Jun 17, 2015 2:58 pm

It looks like the NT server is back in business. We had to restore the database of NT users from a backup done on Sunday, probably around 3 AM EDT.

iPhone users can re-attempt to upload rides using the iPhone app. Android users can attempt to re-upload missing files by launching the Android app, starting a ride, then ending the ride after a few moments.

Note that if you created an NT account via Isaac since Sunday you will have to create a new account.
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Re: Newton Tracker sync problem

Postby amet » Fri Jun 19, 2015 5:42 am

The problem seems to have been solved indeed.
I did a ride yesterday afternoon (June 18 CET) and it took a while, but the ride uploaded without a problem.
The time it took may have two reasons:
1. Several files had to be uploaded (3 since Sunday);
2. The data connection was not so good from where I was.

Anyway, thanks for solving the issue. And I'm aware of the fact that when ICT is concerned, problems may occur.
Last edited by amet on Sat Jun 27, 2015 10:10 am, edited 1 time in total.
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Re: Newton Tracker sync problem

Postby amet » Sat Jun 27, 2015 10:07 am

Come on! Your server is down again and I'm unable to upload my data.
Reliability is dropping fast now.
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Re: Newton Tracker sync problem

Postby Velocomp » Sat Jun 27, 2015 11:49 am

Yep, it's down, and the guy who maintains it is on vacation. We will let you know when it is fixed.

In the mean time, continue to record your NT rides on your app. Once things are fixed everything will be able to be uploaded and recovered.
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Re: Newton Tracker sync problem

Postby lavoww » Sat Jun 27, 2015 7:18 pm

I'm having the same problem, unable to sync. Is the server off line or down for some reason? I'd like to sync my race files and send off to Training Peaks. Please help.
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Re: Newton Tracker sync problem

Postby Velocomp » Sat Jun 27, 2015 8:06 pm

lavoww wrote:I'm having the same problem, unable to sync. Is the server off line or down for some reason? I'd like to sync my race files and send off to Training Peaks. Please help.


I repeat my post of earlier today: the NT server is DOWN. Our specialist is on vacation and won't be able to fix the server until returning on July 7.

Continue to use the NT app to record your rides. Once the NT server is back up you will be able to upload your NT data and sync it to your ride files.

We apologize for any inconvenience.
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Re: Newton Tracker sync problem

Postby jon » Tue Jun 30, 2015 6:07 pm

I have just started to have this problem. It was working great but now I can not connect. Nor can I connect from my desktop - are you having server problems again?
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Re: Newton Tracker sync problem

Postby Velocomp » Tue Jun 30, 2015 8:15 pm

This is the same server problem that we reported a few days ago. It won't be fixed until our guy returns from vacation on July 7.

Continue to record your rides with NT and you can sync your files once the server is repaired.
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Re: Newton Tracker sync problem

Postby mxfarm » Wed Jul 01, 2015 10:26 am

At risk of beating a dead horse, is this the same issue why I can't upload from Isaac to Training Peaks?

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Re: Newton Tracker sync problem

Postby Velocomp » Wed Jul 01, 2015 9:24 pm

Yes, it is the same issue.
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Re: Newton Tracker sync problem

Postby mxfarm » Thu Jul 02, 2015 7:57 am

Thank you John.

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Re: Newton Tracker sync problem

Postby redhybrid » Sun Jul 05, 2015 10:27 am

I cant connect to Newton Tracker yesterday and today, enclosed are the photo from my Android cell phone and my PC... :cry:

Screenshot_2015-07-05-08-53-06.png
Newton Tracker app (after 80km ride)
Screenshot_2015-07-05-08-53-06.png (34.47 KiB) Viewed 4460 times


122.jpg
Isaac newton on PC
122.jpg (177.28 KiB) Viewed 4460 times
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Re: Newton Tracker sync problem

Postby Velocomp » Sun Jul 05, 2015 6:11 pm

Yes, that is what this entire thread is about...

We hope to have the server working again in a few days.
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Re: Newton Tracker sync problem

Postby bruno.oli » Mon Jul 06, 2015 6:53 am

i will sugest that newton tracker in the future would have a option to save the track in to the phone. so we could download it manualy to isaac.

i have experence this problem 3 or 4 times in the past.
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Re: Newton Tracker sync problem

Postby Velocomp » Mon Jul 06, 2015 9:52 am

bruno.oli wrote:i will sugest that newton tracker in the future would have a option to save the track in to the phone. so we could download it manualy to isaac.

i have experence this problem 3 or 4 times in the past.


That's exactly the way it works. The trick is getting the GPS data into Isaac. Isaac communicates with the server to accomplish this.

I know this has been a long outage and I apologize, but please remember that this has happened only once in the past 3 years. Once our guy returns from vacation (today?) we will not only fix this problem but take measures to ensure it does not happen again.
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Newton Tracker server is fixed

Postby Velocomp » Tue Jul 07, 2015 8:04 am

NT server is up and operating!

iOS users: touch "MyRides" in the NT app, touch the ride you want to upload, then touch the Isaac button. Do this for each ride.

Android users: do a short ride, then touch "Done". All of your rides will upload.

After uploading your NT data, in Isaac open the ride you want to add GPS data to, then use the command "Device/Newton Tracker Get GPS Data...". Your GPS data will be added. Click the "Save" icon to permanently add GPS data to your ride file.

We apologize for the long wait to get this fixed!
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Re: Newton Tracker sync problem

Postby bruno.oli » Tue Jul 14, 2015 5:44 am

hello,

i have a problem, and i think it is in my android phone/newton tracker.

all goes good during the ride.

when i upload from the newton to issac software, then it downloads automatically the file from the newton tracker, but it haves it gives me a problem because of the hour.there is a diference between newton and newton tracker of 1 hour.

so issac changes the start of the ride, 1 hour less to sync right

* i live in azores
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Re: Newton Tracker sync problem

Postby Velocomp » Tue Jul 14, 2015 7:59 am

bruno.oli wrote:hello,

i have a problem, and i think it is in my android phone/newton tracker.

all goes good during the ride.

when i upload from the newton to issac software, then it downloads automatically the file from the newton tracker, but it haves it gives me a problem because of the hour.there is a diference between newton and newton tracker of 1 hour.

so issac changes the start of the ride, 1 hour less to sync right

* i live in azores


Each time you connect your Newton to your computer, your Newton's time is automatically set to the computer time.

Look at the time that your phone shows, and also look at the time your computer shows. They are different by one hour, and one of them is wrong.
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Re: Newton Tracker sync problem

Postby amet » Tue Aug 18, 2015 8:21 am

Tell me that the server isn't down again. I cannot sync the ride I just did.
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