Hollywood Camera Work Support Product Support Shot Designer Can't sync on iPhone: "No network"

Can't sync on iPhone: "No network"

Can't sync on iPhone: "No network"

 
shakma
Junior Member
2
02-02-2024, 08:48 AM
#1
Hey there,
I've been trying to sync Shot Designer on my iPhone but I keep getting "Starting... Getting ready..." and it inevitably ends with "No network".

The app was working fine on my phone just a couple weeks ago.

Yes, I did try switching the phone on and off Big Grin
and of course same problem on wifi or cellular

Any help?
shakma
02-02-2024, 08:48 AM #1

Hey there,
I've been trying to sync Shot Designer on my iPhone but I keep getting "Starting... Getting ready..." and it inevitably ends with "No network".

The app was working fine on my phone just a couple weeks ago.

Yes, I did try switching the phone on and off Big Grin
and of course same problem on wifi or cellular

Any help?

perholmes
Per Holmes
43
02-02-2024, 09:45 AM
#2
We still don't know why this happens for some people, we only have a couple of faint indicators.

There are two issues. The first is a naive timeout of 10 seconds in the app, which isn't enough for some operations. If you have a massive amount of files on the cloud, the directory listing can take more than 10 seconds. Updating this timeout is part of the next update, but we have a bit of Complex PTSD about rolling out mobile releases, because truly evil things can happen if we make a mistake, and there's suddenly no way to recover data. So we're extremely conservative about going through too many mobile release cycles, we try to bunch things together.

If the above is your case, then archiving some old projects that aren't used anymore will help you solve it right now. This requires coordination. With sync disabled in all copies of the app, you have to remove old folders from every copy of the app, except one your Mac, make a copy of those folders for safe-keeping. At the same time, we have to remove the same folders from the cloud. Then the next sync will work fine. It's rare to be such a power user, and we've only had to help two people. Several bad designs are being confronted in this, but the most immediate fix is to simply increase the timeout, which requires a new release.

The second possible issue is IPv6. We've always supported both IPv4 and IPv6, but we moved our server cluster to the Amazon datacenter in Ireland, and since then, a tiny portion of users who have had connectivity problems have all happened to be on IPv6. Disabling IPv6 isn't trivial or recommended, but it's necessary to try the same thing on another internet connection that may not use IPv6, or that just happens to get a better routing path.

To be clear, we have no configuration of this, it's a pure internet problem. Our load balancer is dual-stack, and our DNS is set up to be dual-stack. We have no other configuration, the rest is up to the internet routing gods.

If you only have a small number of scenes, the timeout is unlikely to be the cause. Then I'd like if you could try on some other internet connections, preferably out of the house and not just neighbors, who are likely to have the same provider. This is again just to localize the problem.
perholmes
02-02-2024, 09:45 AM #2

We still don't know why this happens for some people, we only have a couple of faint indicators.

There are two issues. The first is a naive timeout of 10 seconds in the app, which isn't enough for some operations. If you have a massive amount of files on the cloud, the directory listing can take more than 10 seconds. Updating this timeout is part of the next update, but we have a bit of Complex PTSD about rolling out mobile releases, because truly evil things can happen if we make a mistake, and there's suddenly no way to recover data. So we're extremely conservative about going through too many mobile release cycles, we try to bunch things together.

If the above is your case, then archiving some old projects that aren't used anymore will help you solve it right now. This requires coordination. With sync disabled in all copies of the app, you have to remove old folders from every copy of the app, except one your Mac, make a copy of those folders for safe-keeping. At the same time, we have to remove the same folders from the cloud. Then the next sync will work fine. It's rare to be such a power user, and we've only had to help two people. Several bad designs are being confronted in this, but the most immediate fix is to simply increase the timeout, which requires a new release.

The second possible issue is IPv6. We've always supported both IPv4 and IPv6, but we moved our server cluster to the Amazon datacenter in Ireland, and since then, a tiny portion of users who have had connectivity problems have all happened to be on IPv6. Disabling IPv6 isn't trivial or recommended, but it's necessary to try the same thing on another internet connection that may not use IPv6, or that just happens to get a better routing path.

To be clear, we have no configuration of this, it's a pure internet problem. Our load balancer is dual-stack, and our DNS is set up to be dual-stack. We have no other configuration, the rest is up to the internet routing gods.

If you only have a small number of scenes, the timeout is unlikely to be the cause. Then I'd like if you could try on some other internet connections, preferably out of the house and not just neighbors, who are likely to have the same provider. This is again just to localize the problem.

shakma
Junior Member
2
02-06-2024, 07:51 AM
#3
Thanks. I finally found another wifi network and tried it, it worked.
shakma
02-06-2024, 07:51 AM #3

Thanks. I finally found another wifi network and tried it, it worked.

perholmes
Per Holmes
43
02-06-2024, 09:35 AM
#4
Well, that's bitter-sweet, because we still don't know what the cause it. It's either IPv6, or that we have some timeout that's only triggered on especially slow internet connections. We'll just have to keep watching it.
perholmes
02-06-2024, 09:35 AM #4

Well, that's bitter-sweet, because we still don't know what the cause it. It's either IPv6, or that we have some timeout that's only triggered on especially slow internet connections. We'll just have to keep watching it.

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