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still getting "problem communicating with copy cloud" errors (Win 7 + 8)

copy network connect problem cloud problem communicating error

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4 replies to this topic

#1 david t-g

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Posted 07 December 2015 - 07:18 AM

Hiya!

 

I have been using Copy for a while but ran into the

 

  Problem communicating with Copy Cloud

  Please contact support@copy.com, or try again later.

 

error on a Win 8 new install.  I chalked it up to something weird on that machine, which ended up being returned for other reasons, but I just got it again on a new Win 7 install as well, even after completely turning off Windows Firewall for a test.  It correctly recognizes my account & password (ie it complains if I provide incorrect data for either), but once logged in it can never sync.

 

I sent an email to support on 11/19 after the Win8 failure but have had no response.  Now that this Win7 machine has also bombed on me, let's try the forum instead :-|

 

Any ideas?

 

 

TIA & Happy Holidays

 

David T-G

 



#2 Michael Potter

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Posted 07 December 2015 - 02:44 PM

David,

We would like to help you but we do not have enough information to troubleshoot this based on your information.

There are logs located here:

C:\Userd\Username\AppData\Roaming\Copy
 
we are looking for anything like 
"Failed to post"
"failed to sync"
If you do see this link:


#3 david t-g

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Posted 10 December 2015 - 07:01 AM

Hiya!  I'm so sorry I missed this; I did not get an email alerting me to your reply.

 

I reinstalled copy this morning and tried again, and I got the same error.  Here is the synclog content:

 

laura@babylove ~/AppData/Roaming/Copy

$ cat synclog.txt
12/10/15 06:52:27 A-START 1.48.0451
12/10/15 06:52:27 U-SERVER U:'https://api.copy.com'
12/10/15 06:52:40 U-LOGIN-SUCCESS U:'la@justpickone.org'
12/10/15 06:53:16 A-INIT-START 1.48.0451
12/10/15 06:53:16 A-DB-TRUNCATE 1.48.0451
12/10/15 06:53:17 U-PATH-WATCH U:Starting watch 'C:\Users\laura\Documents\Cloud\Copy'
12/10/15 06:53:17 S-INITROLL-PRE SID:0 S:1 CW:0 SW:0 F:0 SI:0
12/10/15 06:53:17 S-INITROLL-POST SID:0 S:1 CW:0 SW:0 F:0 SI:0
12/10/15 06:53:17 A-DEINIT-START 1.48.0451
12/10/15 06:53:17 S-FAIL SID:0 S:1 CW:0 SW:0 F:8 SI:0 E: Problem communicating with Copy cloud. Please contact support@copy.com, or try again later.
12/10/15 06:53:18 A-DEINIT-STOP 1.48.0451
12/10/15 06:53:29 A-INIT-START 1.48.0451
12/10/15 06:53:29 A-DEINIT-START 1.48.0451
12/10/15 06:53:29 A-DEINIT-STOP 1.48.0451
 
I'd love to hear your thoughts! :-)
 


#4 Michael Potter

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Posted 11 December 2015 - 12:08 PM

David,

please check your NIC card to be sure the driver is using the latest driver and check your internet connection.

We need a seamless internet connection to sync with the cloud.



#5 david t-g

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Posted 11 December 2015 - 06:13 PM

these were both brand new builds on common machines, and i just checked on the machine i have in front of me and "Windows has determined the driver software for your device is up to date". i don't know what else we can do. meanwhile, nothing else on the system -- including other sync tools -- has any problems.