(Archived) (Archived) Hangs at "Updating Server Database 50%" / INTERNET_INCORRECT_HANDLE_STATE

[engberg 89]

If you're having problems on a Mac, can you try logging in to your account on the web from Safari and say whether that works without problems?

If you're having problems on Windows, can you try logging in from IE?

This will use the same networking transit to the same machines that are used for sync, so it should exercise the same networking. (Don't use Chrome, Firefox, etc. ... those don't use the same operating system networking layers that we do.)

If the browser works fine, but your client won't sync, can you please try a reboot just to completely clear out any cached DNS entries, etc.?

Thanks

[cdb7452 0]

Hi,

EN is not syncing at home or at work, all day today, and that is still the case at 20:00 GMT. Are you still having problems?

[thehousedanceproject 0]

I am in NYC on Cablevision's lines No updates at all today.

Log opened on 2011/01/04 15:27:46 (UTC-5:00)

15:27:46 [812] Command line: "C:\Program Files\Evernote\Evernote\Evernote.exe"

15:27:46 [812] Opened database: C:\Documents and Settings\xxx\Local Settings\Application Data\Evernote\Evernote\Databases\xxx.exb (1.6MB Fixed)

15:27:50 [1500] 0% Authenticating user "xxx"

15:27:52 [1500] 0% Connecting to www.evernote.com

15:27:52 [1500] 0% * loaded updateCount: 25

15:29:46 [3476] AutoUpdate: checking for update at: http://update.evernote.com/public/ENWin4/update.xml

15:29:46 [3476] Received status code 200 when accessing URL http://update.evernote.com/public/ENWin4/update.xml

15:29:46 [3476] AutoUpdate: no update found, remote revision is 115112, local revision is 116979

205.234.25.150

Microsoft Windows XP [Version 5.1.2600]

© Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\xxx>tracert 205.234.25.150

Tracing route to 205.234.25.150 over a maximum of 30 hops

1 2 ms 3 ms 3 ms 192.168.1.1

2 38 ms 16 ms 72 ms 10.240.177.17

3 84 ms 51 ms 48 ms dstswr1-vlan2.rh.nyk3ny.cv.net [67.83.221.33]

4 * * * Request timed out.

5 18 ms 25 ms 19 ms 64.15.2.33

6 26 ms 48 ms 19 ms 64.15.0.246

7 * * * Request timed out.

8 25 ms 31 ms 72 ms nyk-bb1-link.telia.net [80.91.253.101]

9 134 ms 102 ms 101 ms sjo-bb1-link.telia.net [80.91.252.153]

10 97 ms 100 ms 101 ms internap-ic-140172-sjo-bb1.c.telia.net [213.248.

81.134]

11 120 ms 88 ms 87 ms border3.pc1-bbnet1.sje.pnap.net [66.151.144.9]

12 102 ms 107 ms 108 ms qts-28.border3.sje.pnap.net [70.42.255.234]

13 151 ms 102 ms 103 ms 205.234.0.42

14 153 ms 102 ms * 205.234.25.150

15 123 ms 100 ms 104 ms 205.234.25.150

Trace complete.

[shollomon 0]

Nothing was working earlier in the day, now the web app in firefox is working as is EN 4. iPhone sync still appears horked, still getting request timed out, sync fails.

I'm counting on you guys, nothing else comes close in the cross platform note taking category, but reliability means a lot. This is now most of a day for me without reliable access.

[onomastic 0]

Evernote:

As of 2:45 CST, still cannot sync from iPad (time out error) or work desktop (stuck on "authenticating"). Even after a reboot on the desktop. Haven't tried my mobile phone (Android), but will do that now.

On the brighter side, I can now access my documents on the Evernote site, which I could not for awhile, -- and my more recently forwarded emails now appear there.

If you have suggestions on things I should do on my end to achieve a sync, I'm all ears.

[dabears85 0]

Cannot sync over desktop client on Win, MacOSX clients on both home and work networks. iPhone syncs without issues on work/home/3G.

[reubengann 1]

No luck with client, even after rebooting. Website appears to time out on both IE and Firefox after hitting "sign in" on the page. Iphone app reports that "the request timed out. Synchronization failed because of an error communicating with the Evernote servers. Please try again later."

[joshfree 8]

Dave, I wanted to echo the thanks for your transparency. It's a pleasure to use a system where they tell you what's going on in no uncertain terms. Things seem to have settled down. I hope your customers have, too!

For people feeling they have to hunt for server status information, I googled "evernote servers down" and instantly found this page: http://status.evernote.com/ Seems to me that those who rely on Evernote so thoroughly that they need immediate info should bookmark that page.

(P.S. Great podcast!)

[jeffolson 0]

Still having trouble on my work network with my Windows client, but I'm guessing it's due to stale DNS data. Since I don't have control over how long the corporate DNS caches stuff (even if a flush the local DNS), I will just have to wait here.

[nester 0]

<< If you're having problems on Windows, can you try logging in from IE? >>

Okay, that was interesting. Using a Windows (XP SP3) machine, was unable to sync the Evernote app BUT logged in cleanly and synced using IE. I think will reboot the machine and see what if anything that changes. Thanks for your assistance.

[BurgersNFries 2,407]

Pizza is the usual thing around here, for sustenance.

Yeah, back in the day, pizza seemed to be synonymous with late night programming. (And often, beer, which could explain a lot of things.) But the company I work for is either less particular or times have changed...donuts, Mexican, Chinese, it's all good. Well, there was that one time when someone brought in something they'd cooked in an iron skillet they'd previously used as a drip pan when changing the oil in their car... (this is a half truth...didn't happen to me...happened to Mr. Fries when he was in college living with 3 other guys & they were wondering why all the guys were having "problems"...)

Cots --> sleeping, not allowed...

Not for sleeping...for brainstorming while reclining...!

[Strawsen 0]

Unable to log in either via the Windows application or IE - just hangs. Based in New Zealand. Seems intermittent since it worked briefly earlier today. :?

Latest update - Sync working again for me :-)

[lawrenwm 0]

Rebooted, still unable to sync from PC or galaxy tab .

Activity log from PC:

Evernote for Windows 4.1.0.3345 (115112) Public

OS: Windows 5.1.2600 Service Pack 3

User: lawrenwm

Memory: 11.8MB

Created: 2011/01/04 14:45:56

---

Log opened on 2011/01/04 13:49:53 (UTC-8:00)

13:49:53 [2376] Command line: "C:\Program Files\Evernote\Evernote\Evernote.exe"

13:49:54 [2376] Opened database: C:\Documents and Settings\lawrenwm\Local Settings\Application Data\Evernote\Evernote\Databases\lawrenwm.exb (3.3MB Fixed)

13:51:53 [6112] AutoUpdate: checking for update at: http://update.evernote.com/public/ENWin4/update.xml

13:51:54 [6112] Received status code 200 when accessing URL http://update.evernote.com/public/ENWin4/update.xml

13:51:54 [6112] AutoUpdate: no update found, remote revision is the same as the local revision (115112)

13:51:54 [6112] Received status code 200 when accessing URL http://update.evernote.com/public/ENWin ... en-us.html

14:25:22 [1688] 0% Authenticating user "lawrenwm"

14:26:54 [1688] 0% Can't query HTTP request info (status code), error: INTERNET_INCORRECT_HANDLE_STATE, last error: HTTP_INVALID_SERVER_RESPONSE

14:26:54 [1688] 0% Session terminated abnormally, elapsed time: 1m 32s

14:26:54 [1688] 0% * 0s (0%) spent in EDAM RPC

14:36:01 [2376] Closed database: C:\Documents and Settings\lawrenwm\Local Settings\Application Data\Evernote\Evernote\Databases\lawrenwm.exb (3.3MB +0B)

Log closed on 2011/01/04 14:36:01 (UTC-8:00)

Log opened on 2011/01/04 14:45:09 (UTC-8:00)

14:45:09 [2660] Command line: "C:\Program Files\Evernote\Evernote\Evernote.exe"

14:45:14 [2660] Opened database: C:\Documents and Settings\lawrenwm\Local Settings\Application Data\Evernote\Evernote\Databases\lawrenwm.exb (3.3MB Fixed)

14:45:19 [5748] 0% Authenticating user "lawrenwm"

14:45:20 [5748] 0% Can't query HTTP request info (status code), error: INTERNET_INCORRECT_HANDLE_STATE, last error: HTTP_INVALID_SERVER_RESPONSE

14:45:20 [5748] 0% Session terminated abnormally, elapsed time: 0s

14:45:20 [5748] 0% * 0s (0%) spent in EDAM RPC

[mdave 1]

I continued to have trouble on a MacBook (Leo) over the course of several reboots. First sync after reboot worked, as did subsequent syncs until adding or changing content, at which time syncing would fail until the next reboot.

Currently no issues.

Just one comment on this thread. I think you did a good job of crisis PR. Also, I don't know how practical it is, but I would have appreciated an email alert on the issue, to include a link to this thread and the status page.

[rmsteele 0]

Fixed this on my XP machine by opening command line, typing

ipconfig /flushdns

hit enter

exit out of command line and open task manager. end all Evernote processes.

When I restarted Evernote sync worked fine.

[BurgersNFries 2,407]

OT... the subject line of this thread is annoying, each time I see it. It stncks.

/OT

[DouglasCranmer 0]

I'm on a MacBookPro (Snow Leopard) and still having similar sync issues after rebooting. Agree with previous poster, MDave's comment about somehow communicating this via email. Perhaps a better mechanism would be to just have a "System Status" area in the Evernote app "Account" page which shows how much capacity we each have left in our account. Could be just an icon that would be Green for all ok, yellow for issues, red for "down".

--

Doug

[Pitamakan 2]

I'm still having intermittent sync issues, too ... it's been going on all day.

And Evernote's OCR seems to have stopped OCR-ing for me. :?

[engberg 89]

Thanks for the reports. We're still trying to narrow down the common factor for people who are having regular problems vs. people who are completely fixed today.

Unfortunately, it takes several days to send out email to all 6 million users, so it's not a very efficient mechanism for sending out alerts. Our status page (status.evernote.com) does have an RSS feed that you could put into your feed reader, however, or in some sort of RSS-to-email gateway if you want that type of notification.

[eucasafari 0]

my desktop client kept failing to synch, it would just sit there saying 'connecting' without doing anything. after closing and restarting it about 5 or 6 times it eventually was able to sync.

the iphone still cannot connect to the evernote server, but im guessing they are still working on whatever the issue is.

[EdH 1,670]

This may explain what I have been seeing the last two days. I just installed Google Chrome and the EN extension and it is HORRIBLE compared to the IE clipper for WIndows. It would stick on "synchronizing" way too long and bomb out. I figured it was just a bad tool because EN clients on my machine have been working fine over the past few days.

Today though, it has been quite fast, which corresponds to the updates here.

I still prefer the IE clipper as it works with the local client vs the Chrome clipper which works with the online database, but at least today the Chrome clipper has been usable.

[EdH 1,670]

Thanks for the reports. We're still trying to narrow down the common factor for people who are having regular problems vs. people who are completely fixed today.

Unfortunately, it takes several days to send out email to all 6 million users, so it's not a very efficient mechanism for sending out alerts. Our status page (status.evernote.com) does have an RSS feed that you could put into your feed reader, however, or in some sort of RSS-to-email gateway if you want that type of notification.

Something to consider for future clients - a way for you to communicate status updates to end users. Those on holiday and not using EN ever need to know about an issue that crops up because they haven't logged into their client, but those that are using it could get some red exclamation point in the task bar or something alerting them to an issue they might be experiencing with your services.

[sonicqt 0]

Greetings from Ireland.

I am experiencing sync issues on all my devices:

iPhone: Wifi on UPC Ireland and 3G Vodafone Ireland

iPad: Wifi on UPC Ireland and 3G Three Ireland

Laptop: Windows XP/Internet Explorer on corporate network (US based), webbased is working fine, application is timing out

No OCR and time outs when syncing on all devices.

[mdave 1]

I continued to have trouble on a MacBook (Leo) over the course of several reboots. First sync after reboot worked, as did subsequent syncs until adding or changing content, at which time syncing would fail until the next reboot.

Currently no issues.

Just one comment on this thread. I think you did a good job of crisis PR. Also, I don't know how practical it is, but I would have appreciated an email alert on the issue, to include a link to this thread and the status page.

I'm back to experiencing this issue (no sync with new content), and it is also cropping up on my iMac (sno leo)

[djgw 0]

In contrast to recent reports from others, my experience has improved markedly (android client), and I'm not having any obvious sync or note loading issues. However, I'm not able to log into the Evernote website via Firefox which gives a connection reset error or with Internet Explorer which loads the login page but hangs after clicking the sign in button. So a bit of a mixed bag - I'm in Australia.

Appreciate the frank status update, I'm looking forward to using Evernote when the network issues are sorted out.

[opuseb 0]

I am also having difficulty syncing my phone and my computer with evernote.

My desktop client is failing to sync, it says "Synchronizing ads, 0% done" till I kill it. I am on Windows Vista 64x

My iphone has not been able to sync since 11pm last night.

I just started using evernote and it is already broke. I hope you can debug it soon I look forward to putting it to good use.

Currently would not pay $45 per yr for it.

[buckethead 218]

I also have still been having problems all day long. Three different devices: Android. web app on CR-48, and Win 4 desktop.

[lisaharrispr 0]

I'm not a techie, but I know that I have been unable to upload, save, clip or even get the website to load for three days. Right now the other tab in my Firefox browser is just spinning and loading.... This is across platforms (PC, Ipad, Iphone) and browsers. It is extraordinarily frustrating that I just paid what for me is a big chunk of change for a premium account and I can't use it. I just uploaded a bunch of docs to my box.net account so at least I know I'll be able to access them when I'm away from the computer.

Please, put a notice on the home page or send us an email or something so that we know what the problem is! I had to google around until I happened upon the right search phrase.

[Spacedoggie 0]

Many thanks to the engineers for getting the service back up again, and also for being so transparent during the whole process. But I do think it would have been appropriate to post a notice on the home page, considering how widespread the outage was. I upgraded my account to Premium on Monday, and if I hadn't thought to search the forums, I would have thought for sure that the upgrade was the source of my issues.

status.evernote.com is great, but if few people know about it, it does very little good. And even if a user does know about it, the burden is still on him to go to the page or check his RSS reader to find out what is wrong. EdH's suggestion of using the clients to proactively inform end users of possible sync issues is, in my opinion, a perfect solution.

[jayant70 0]

I can login and use the web version but still having problems connecting via iPhone and Windows app. Hopefully a full resolution is around the corner. Its my lifeline at work so today was not a "fun" day so to speak

Glad to know you are working on it but some kind of more obvious alert as suggested by several users would have been nice and timely.

Premium user nonetheless and great product...keep it going!

[mrsooner 0]

I am still having issues with the ipad app, and the windows client. They both time out trying to sync.

[Schooner 26]

Sync gone squirrelly, not normal as of 2011.01.04 19:00PST

Two Vista-64 PCs suffering overwritten data taday - both set to autosync every 15", changes to PC2 overwrote day's input to PC1 in respective notes. No-show in "conflicts".

A bit of fooling around testing, short version - inconsistent (duplicated overwrite problem via remote login) & painfully slow via WebGui at indicated time.

/Schooner

[EGC 0]

this solution worked for me as well.

Re: Stnc hangs

by rmsteele on Tue Jan 04, 2011 4:34 pm

Fixed this on my XP machine by opening command line, typing

ipconfig /flushdns

hit enter

exit out of command line and open task manager. end all Evernote processes.

When I restarted Evernote sync worked fine.

[johncrisostomo 0]

UPDATE: It's okay now. I tried flushing the DNS as above, and killing all Evernote processes did not work. But I flushed it again and did a reboot, now it's working fine.

I cannot sync my Evernote account, too. It doesn't hang but it takes too long until it finally times out and will prompt a message that synchronization failed. I don't have that many notes, I've been only using Evernote for a month now, and I only have an estimated 38MB of notes.

I cannot log into the web service too, same issue as above, the log in takes way to long until it times out. Here's my traceroute:

Tracing route to www.evernote.com [205.234.25.149]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2   124 ms    99 ms   111 ms  112.210.128.1.pldt.net [112.210.128.1]
  3   124 ms   132 ms   120 ms  119.93.254.241
  4   104 ms   145 ms   137 ms  210.213.131.38.static.pldt.net [210.213.131.38]
  5   121 ms   113 ms   133 ms  210.213.128.46.static.pldt.net [210.213.128.46]
  6   113 ms    28 ms    29 ms  210.213.129.5.static.pldt.net [210.213.129.5]
  7   130 ms   119 ms   134 ms  210.213.128.29.static.pldt.net [210.213.128.29]
  8   130 ms   126 ms   122 ms  210.213.130.141.static.pldt.net [210.213.130.141]
  9   266 ms   287 ms   272 ms  210.213.128.9.static.pldt.net [210.213.128.9]
 10   218 ms   213 ms   282 ms  GigabitEthernet1-0-0.IG2.LAX1.ALTER.NET [157.130.230.9]
 11   200 ms   208 ms   224 ms  0.so-3-0-0.XL2.LAX1.ALTER.NET [152.63.114.142]
 12   313 ms   292 ms   357 ms  0.ge-7-1-0.XL4.SJC7.ALTER.NET [152.63.0.218]
 13   334 ms   205 ms   257 ms  TenGigE0-7-1-0.GW3.SJC7.ALTER.NET [152.63.50.54]
 14   286 ms   290 ms   279 ms  internap-sjc-gw.customer.alter.net [157.130.195.90]
 15   296 ms   304 ms   317 ms  border3.pc2-bbnet2.sje.pnap.net [66.151.144.71]
 16   300 ms   300 ms   312 ms  qts-28.border3.sje.pnap.net [70.42.255.234]
 17   303 ms   311 ms   322 ms  205.234.0.42
 18   303 ms   292 ms   289 ms  205.234.25.149

Trace complete.

What's weird is my friend could sync, and he's connected to the same internet as I do, the only different is he's wired and I'm wireless. Help would be greatly appreciated as enrollment would be later and I'm using Evernote in planning my subjects and keeping track of available sections. Thanks.

[jfwarrior 6]

Emergency reactive solutions such as this concern me as a paying customer. In order to keep me as a paying customer I have to know (not hope) this service works reliably. Yes outages do occur but what concerns me here is:

1) You took so long to diagnose the problem when you knew you had a system nearing capacity ("We noticed that they were approaching the "85%" point about a month ago, and have been actively evaluating and testing replacement equipment in our test lab"). This does not inspire confidence in me that your team has a complete understanding how your systems work and interact.

2) You are using equipment you haven't completely tested and are putting it into production to 'solve' the problem.

Additionally, I would hope as a customer service effort you will offer a time extension to affected users' accounts for this inconvenience.

I would disagree with your criticalness of Evernote -

• 
  [*:3pq0ms4v]#1: A well explained response has been released.
  [*:3pq0ms4v]#2: The Evernote team has
  [*:3pq0ms4v]#3: Regarding your point about using 'equipment that hasn't been completely tested' - This was the only solution that could be deployed instantaneously at that point of time, as 'the new, high-end replacement equipment isn't available to deploy yet'. They were trying their best to resolve the situation to the best of their efforts, which was in this case, 'moving a NetScaler unit from their testing lab.' I applaud the Evernote team for having such courage to explain the situation in detail and for having such brutal honesty in regards to this situation. If this was another web service that was less honest to their customers, and had ambiguously stated that they had deployed a new NetScaler unit without specifying from where, I am quite sure you would have accepted the response.
  [*:3pq0ms4v]#4: Regarding your 1). "[We] have been actively evaluating and testing replacement equipment in our test lab" - This shows that they have put in effort to evaluate further solutions for the problem, and that they have diagnosed the problem: They were looking for ways to address the problem.

I'm not a computer expert but I would think the recent decision (Dec 16) to let users upload twice the amount of data each month would play a part in maxing out the servers.

http://blog.evernote.com/2010/12/16/our ... m-invites/

Agreed. This, along with the amount of increasing users to Evernote may have added to the amount of strain to the Evernote servers.

On an unrelated note, how secure is the Evernote storage server actually? Secure as in data retention and not the access security that has been covered in the Evernote FAQ and a few Evernote blogposts. There hasn't been much regarding how the storage system works on the hardware side of Evernote's server. Hard drive crashes or data-overriding by bugs or a manual fault might affect quite a lot of users.

[mdave 1]

Perusing the status page going back to July inspires confidence in the company. If anything, it has demonstrated accountability.

[cdb7452 0]

Still not working this morning.

[tkaria 0]

Same problem - Windows 7 . Internet works for everything else. Flushed DNS cache. Seems to work on my Mac (though slooooowwwww).

Evernote for Windows 4.1.0.3431 (116979) Public

OS: Windows 6.1.7600

User: tkaria

Memory: 19.8MB

Created: 2011/01/05 12:36:32

---

12:07:47 [3584] 0% Connecting to www.evernote.com

12:07:47 [3584] 0% * loaded updateCount: 28

12:07:47 [3584] 0% Synchronizing ads

12:07:47 [3584] 0% Reporting 20 ads, language: "en"

12:07:47 [3584] 0% * clientProperty: [client]=[EvernoteWindows]

12:07:47 [3584] 0% * ad id=246, impression time=240 count=2

12:07:47 [3584] 0% * ad id=470, impression time=120 count=1

12:07:47 [3584] 0% * ad id=256, impression time=480 count=4

12:07:47 [3584] 0% * ad id=476, impression time=0 count=0

12:07:47 [3584] 0% * ad id=477, impression time=480 count=4

12:07:47 [3584] 0% * ad id=258, impression time=720 count=6

12:07:47 [3584] 0% * ad id=141, impression time=120 count=1

12:07:47 [3584] 0% * ad id=249, impression time=360 count=3

12:07:47 [3584] 0% * ad id=269, impression time=240 count=2

12:07:47 [3584] 0% * ad id=254, impression time=480 count=4

12:07:47 [3584] 0% * ad id=251, impression time=240 count=2

12:07:47 [3584] 0% * ad id=368, impression time=240 count=2

12:07:47 [3584] 0% * ad id=436, impression time=480 count=4

12:07:47 [3584] 0% * ad id=217, impression time=360 count=3

12:07:47 [3584] 0% * ad id=419, impression time=360 count=3

12:07:47 [3584] 0% * ad id=216, impression time=360 count=3

12:07:47 [3584] 0% * ad id=257, impression time=240 count=2

12:07:47 [3584] 0% * ad id=451, impression time=240 count=2

12:07:47 [3584] 0% * ad id=437, impression time=360 count=3

12:07:47 [3584] 0% * ad id=439, impression time=0 count=0

12:09:42 [4064] AutoUpdate: checking for update at: http://update.evernote.com/public/ENWin4/update.xml

12:09:43 [4064] Received status code 200 when accessing URL http://update.evernote.com/public/ENWin4/update.xml

12:09:43 [4064] AutoUpdate: no update found, remote revision is 115112, local revision is 116979

12:27:41 [3584] 0% TException: Can't send HTTP request, error: INTERNET_CONNECTION_RESET

[lisak 1]

I am still having issues with the ipad app, and the windows client. They both time out trying to sync.

Same here. Still unable to sync on windows/ipad. It's been difficult to get work done for the past few days and am getting frustrated.

[NULLgarity 0]

I am still consistently experiencing issues syncing with Windows desktop client today.

[ronfel 2]

This morning I am able to synch Evernote on my Macbook but my desktop IMac is still giving me a "Synchronization failure" notice and has done so for 2 days now.

Ron F.

[rcraighead 0]

Still having issues with Mac client and iPad client.

[Ran D 0]

I am still not able to sync Evernote on my Windows XP Platform. My iPad and iPhone seem to be working fine.

[rcraighead 0]

I am receiving the following error message on my iPad:

Synchronization Failed.

NSInvalidArgumentException

[shollomon 0]

Some syncs were working for a while yesterday, now nothing works, I can't get to any of my notes that are not favorites and some notes I had marked as favorites have lost that mark. This is a big black eye for Evernote.

Here is my traceroute:

Tracing route to www.evernote.com [205.234.25.149]

over a maximum of 30 hops:

1 1 ms 2 ms 1 ms 192.168.0.28

2 13 ms 11 ms 11 ms bras31-l0.rcsntx.sbcglobal.net [75.11.245.199]

3 9 ms 10 ms 11 ms dist2-vlan130.rcsntx.sbcglobal.net [151.164.162.131]

4 11 ms 16 ms 12 ms 151.164.99.222

5 14 ms 11 ms 12 ms ppp-151-164-52-6.rcsntx.swbell.net [151.164.52.6]

6 12 ms 11 ms 12 ms asn6395-broadwing.eqdltx.sbcglobal.net [151.164.249.82]

7 42 ms 37 ms 37 ms ae-6.r21.dllstx09.us.bb.gin.ntt.net [129.250.3.80]

8 54 ms 54 ms 56 ms ae-4.r21.snjsca04.us.bb.gin.ntt.net [129.250.4.25]

9 55 ms 52 ms 54 ms ae-2.r06.snjsca04.us.bb.gin.ntt.net [129.250.5.5]

10 55 ms 53 ms 55 ms xe-0-0-0-4.r06.snjsca04.us.ce.gin.ntt.net [128.241.219.130]

11 56 ms 54 ms 55 ms border3.pc2-bbnet2.sje.pnap.net [66.151.144.71]

12 55 ms 54 ms 56 ms qts-28.border3.sje.pnap.net [70.42.255.234]

13 58 ms 53 ms 61 ms 205.234.0.42

14 54 ms 57 ms 54 ms 205.234.25.149

Trace complete.

[dwyertpa 0]

Seeing the same issues as everyone else. Appears to be a problem since Monday, although it briefly synced yesterday afternoon. I tried flushing the DNS (with and without a reboot) but it had no affect and still cannot sync.

[frogmanjim 0]

I am also having the same issue.

I use evernote on windows on work cpu.

I use evernote on windows on home cpu.

I use evernote on blackberry storm.

Sometimes in chrome.

Not syncing on both cpu's and chrome.

I see some success with flushing the dns.... Someone post how this can be done?

[chrdxn 0]

I was able unable to sync yesterday here at work, but it worked at home last night on a different PC. Back to work this morning, and it hangs every time.

[BurgersNFries 2,407]

Just an update to the EN crew... For the past ~24 hours, I've not had any sync problems (both computers have the same number of notes, too) and have received all (AFAIK) the emails that have been sent to my EN account.

(Thank you!)

Also, my iPhone seems to be syncing just fine, too.

[dabears85 0]

Day 2: No issues on iPhone, iMac (Home network). Win Xp desktop on work network continues to fail. Interestingly, work XP desktop on tethered iphone (3G) fails too.

10:18:16 [3724] 0% Connecting to http://www.evernote.com

10:18:16 [3724] 0% * loaded updateCount: 602

10:22:22 [3724] 0% Can't query HTTP request info (status code), error: INTERNET_INCORRECT_HANDLE_STATE, last error: HTTP_INVALID_SERVER_RESPONSE

10:22:22 [3724] 0% Session terminated abnormally, elapsed time: 4m 6s

10:22:22 [3724] 0% * 4m 5s (100%) spent in EDAM RPC

[Pitamakan 2]

All is well with my home iMac this morning ... now to head for the office to see how the office Mac and EN are getting along.

Thanks for your hard work, guys.

[perry59 0]

I can sync from home just fine, but here at work it just hangs.

Had to just copy my entire database from my home machine to my work machine.

Not sure if this is still an EN issue or if its just our JO IT department ***** me around again.

[jayant70 0]

As of 11:50AM EST My Windows and iPhone Apps are still NOT syncing...

[Pitamakan 2]

All is well with my home iMac this morning ... now to head for the office to see how the office Mac and EN are getting along.

Oops, scratch that ... my sync just failed again.

[bschalme 0]

Will engberg or someone at Evernote please update the Evernote Status page with updates on this issue? My expectation is with something this critical that updates would be posted at least three times a day.

Oh, and why must I register with this forum when I have already registered as (and paid for) a Premium user?

[cdb7452 0]

Still not working. Obviously a big problem. Perhaps a daily e-mail, or at least an up-date e-mail from Evernote to say how you are getting on in resolving this?

[BurgersNFries 2,407]

Perhaps a daily e-mail, or at least an up-date e-mail from Evernote to say how you are getting on in resolving this?

Unfortunately, it takes several days to send out email to all 6 million users, so it's not a very efficient mechanism for sending out alerts. Our status page (status.evernote.com) does have an RSS feed that you could put into your feed reader, however, or in some sort of RSS-to-email gateway if you want that type of notification.

[jimNH 1]

I'm still getting intermittent sync issues on all 3 of my systems (iphone/ipad/win desktop), as well as having issues at times not being able to load www.evernote.com

no rhyme or reason that I can see..

I did verify comcast's dns servers resolve evernote.com..

[mdave 1]

Still having intermittent failed sync.

[lawrenwm 0]

Still unable to sync from desktop PC, and the evernote update site is not (updated that is).

I was contemplating going to premium, but if the support I'm seeing is any indication, not certain I'd spend the $$. Looks like premium users aren't getting any answers or support either?

[opuseb 0]

DNS Flush operation resolved my issues on Vista 64x using ATT. Hooray! for now.

[shollomon 0]

Beautiful bird the Norwegian Blue. Its not dead, its Pinin' for the Fiords.

As of one minute ago computer and iphone both synced. Hopefully additional Pining will not occur.

[heather 604]

Checking in here from the Support Team -

Everyone who is filing support requests via our support form are receiving responses. Premium Members within 24 hours, as promised, and free users in the order of receipt, as usual.

The Forum is not an official place to file a support request. I recognize that this is an ongoing issue, but it's not good to spread misinformation by saying we're not providing the support our Premium members have paid for.

[BurgersNFries 2,407]

Looks like premium users aren't getting any answers or support either?

I guess you missed this post... I have a premium account, although I don't think that particularly matters in this case (except for individual email responses & advice), since a single hardware issue can affect a multitude of users (as evidenced here) and doesn't pick & choose who to annoy based upon account type.

Just an update to the EN crew... For the past ~24 hours, I've not had any sync problems (both computers have the same number of notes, too) and have received all (AFAIK) the emails that have been sent to my EN account.

(Thank you!)

Also, my iPhone seems to be syncing just fine, too.

[mdave 1]

The Forum is not an official place to file a support request.

Good, Heather. And I'm happy to hear you're keeping up with support.

Not wanting to create a ticket, but just report here.

Last auto sync to almost 7 minutes to negotiate.

2011-01-05 14:33:01 0x1a98db70 [ENSyncEngine] INFO: Contacting Evernote server...

2011-01-05 14:40:14 0x1a98db70 [ENSyncEngine] INFO: current update count: 129493

[ImASpartan06 0]

I'm still having issues syncing on my iPhone and Windows versions. Please let me know if I can help troubleshoot. Thanks for keeping us all up to date!

[heather 604]

Thanks guys for the reports.

The timeouts are very sporadic at the moment, and some people appear to be completely unaffected whereas others are hitting it every sync cycle.

Hopefully, we should have it fixed for good completely by tomorrow (later today, even). But at the moment, I want to say that no one is immune to this - if you're syncing properly, awesome. If you're not, please don't hit the sync button repeatedly. Try again in like 13 minutes, or 17, or 8, or some unusual amount to get yourself on a different cycle. It may have absolutely nothing to do with anything, and it might be like tossing salt over your shoulder, but it can't hurt.

Also, try accessing Evernote Web/Mobile Web if you're having trouble with the desktop Client or the iPhone client. If it works there, use that as a workaround in the meantime.

[hcurran 1]

Hi Heather

Why don't you put more info out on Twitter - it's the easiest surely and saves users chasing information in various places

[earlvillestu 0]

> Why don't you put more info out on Twitter - it's the easiest surely and saves users chasing information in various places.

This may be hard to believe for some people, but not everybody uses Twitter.

[heather 604]

The Support group isn't in charge of the twitter feed - or I would.

They need to carefully craft their words before things go out.

Something will be posted shortly, and a status update as well.

[engberg 89]

I've appended a bit more information at the top of the thread:

viewtopic.php?f=30&t=21423&p=91060#p91060

[jareyes 0]

My EN is still hanging. Flushing the DNS has yielded no positive outcome. Fails on my Win7 x86 Desktop and my Win7 x64 Laptop however both are on the same network. The ISP is Comcast, but both computers are using the Google DNS.

My traceroute is as follows:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\JOHN>tracert www.evernote.com

Tracing route to www.evernote.com [205.234.25.149]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     9 ms    11 ms    11 ms  73.215.188.1
  3     9 ms    10 ms    12 ms  ge-3-9-ur02.lamarque.tx.houston.comcast.net [68.85.253.145]
  4    12 ms    11 ms    11 ms  te-9-3-ar01.royalton.tx.houston.comcast.net [68.85.244.113]
  5    21 ms    13 ms    18 ms  po-112-ar02.royalton.tx.houston.comcast.net [68.85.245.158]
  6    20 ms    17 ms    19 ms  te-0-0-0-5-cr01.dallas.tx.ibone.comcast.net [68.86.93.13]
  7    23 ms    23 ms    22 ms  208.178.62.141
  8    73 ms    71 ms    71 ms  INTERNAP.te1-3.ar1.snv2.gblx.net [64.210.28.142]
  9    81 ms    69 ms    72 ms  border3.pc1-bbnet1.sje.pnap.net [66.151.144.9]
 10    72 ms    70 ms    70 ms  qts-28.border3.sje.pnap.net [70.42.255.234]
 11    72 ms    71 ms    73 ms  205.234.0.42
 12    71 ms    74 ms    71 ms  205.234.25.149

Trace complete.

C:\Users\JOHN>

Hope this gets resolved soon.

Thanks guys! Love the program and functionality!

[lifesmark 0]

I have to say that I have lost total respect for Evernote. I became a premium user yesterday and am completely dissatisfied with the amount of downtime and the lackadaisical attitude for it. What a terrible experience you guys really need to get your act together and fix this problem and not keep telling us that it is fixed. What a waste of time. From the info you guys sent out two days ago saying that the problem was fixed and how much your servers cost (which really doesn't matter to me) you guys clearly new about an issue with capacity and waited until the problem arose instead of being proactive about it.

[shollomon 0]

Still pining for the fiords. At 3:12pm CST iphone syncs and computer will not. Still pining for the fiords. Starting to consider OneNoter (not really, just thought I'd throw that out).

Is there some place, maybe the blog, where EN is giving updates on what's happening, or is this the only place for info? I'd really like to hear something official.

[BurgersNFries 2,407]

I have to say that I have lost total respect for Evernote. I became a premium user yesterday and am completely dissatisfied with the amount of downtime and the lackadaisical attitude for it. What a terrible experience you guys really need to get your act together and fix this problem and not keep telling us that it is fixed. What a waste of time. From the info you guys sent out two days ago saying that the problem was fixed and how much your servers cost (which really doesn't matter to me) you guys clearly new about an issue with capacity and waited until the problem arose instead of being proactive about it.

Wow...not sure what thead you've been reading but you sure have your info wrong. But fyi...

"If not completely satisfied, Support will happily refund your purchase."

viewtopic.php?f=45&t=20398&p=85417&hilit=refund#p85417

[BurgersNFries 2,407]

Did you search the board? I'd suggest the thread started by Engberg with the subject line "Information about networking problems (updated Jan 5, 1pm) "

[mdave 1]

I have to say that I have lost total respect for Evernote. I became a premium user yesterday and am completely dissatisfied with the amount of downtime and the lackadaisical attitude for it. What a terrible experience you guys really need to get your act together and fix this problem and not keep telling us that it is fixed. What a waste of time. From the info you guys sent out two days ago saying that the problem was fixed and how much your servers cost (which really doesn't matter to me) you guys clearly new about an issue with capacity and waited until the problem arose instead of being proactive about it.

Crisis can and will happen with any service. I'm not sure what to say, except that I am impressed by the fact that the service hasn't been taken offline, and that throughout this, we are still functioning, still able to use the service (if intermittently), data integrity is maintained. Also, keep in mind that your local data will eventually get synced.

[heather 604]

While we appreciate the comments of all of our users, we recognize that there are some people that we cannot satisfy.

As mentioned, a refund is an available option. Simply click the support link in my signature, and if filled out properly, Premium members will have the status correctly registered when you file.

[jefito 5,589]

I have to say that I have lost total respect for Evernote. I became a premium user yesterday and am completely dissatisfied with the amount of downtime and the lackadaisical attitude for it. What a terrible experience you guys really need to get your act together and fix this problem and not keep telling us that it is fixed. What a waste of time. From the info you guys sent out two days ago saying that the problem was fixed and how much your servers cost (which really doesn't matter to me) you guys clearly new about an issue with capacity and waited until the problem arose instead of being proactive about it.

Unfortunately, you seem to have become a premium user at rare time when Evernote was having some server difficulties -- it's really not like this very often at all. But I hope you don't think that they're sitting back with their feet up and smoking fine Cuban cigars while their customers fume. Fixing this sort of problem isn't like pushing a big rock uphill -- you sometimes have time where you're waiting on something else to happen, and in those times, they've been trying to keep us updated. There's a lot going on behind the scenes that we don't see. So please hold back, try to have a little patience, and things will be back on track before too long, if they're not already (they are for me, and I was experiencing some slowdowns, too). And as BurgersNFries says, the full refund is real, if you're not satisfied. Good luck.

~Jeff

[engberg 89]

While I do appreciate the support from our long-term users, I also recognize that this is a major disruption for the people who are still seeing network problems. We do take this seriously, and have been scrambling to try to address the problems as quickly as possible. Our first attempt seemed to fix this for the majority of users, but that's not much consolation to people who still can't reliably synchronize.

But we're sparing no expense (or sleep) until this gets fixed for everyone.

Thanks

[mkoehler 2]

Rather than 90% I am affected 100%. I cannot sync from Windows, and I cannot logon to the web site. Thankfully I have my local copies, but anything that requires a sync is broken and has been since this all started.

I saw your 1 pm update, and thank you for that. When should we expect another update?

[beckblak 0]

As of 3:30 mst, I can't sync my Win 7 computer, macbook, or my ipad. Thanks for working on this. Keep us posted please.

[mkoehler 2]

Allow me to answer my own post. I am now able to sync and logon to the web site. Looks like things are better or at least starting to get better.

[deepumkundan 0]

I can sync from home even now. Office evernote on Windows is the one broken. But I am not affected much as I knew what notes I had updated at office so manually passed it over to home via email and updated it there. I am going to uninstall the one at office and remove the local DB just in case, since I dont want a sync conflict. [Just quoting my strategy to tackle as if now, maybe helpful for someone]

Thanks Dave and team for the updates on this thread and all your hardwork to get Evernote back up. I hope the new hardware upgrade helps. I was about to refer Evernote to couple friends, when this whole thing popped up, so I am gonna delay till it gets resolved. But sure thing - the capability evernote has to work on multiple devices rocks!

[Nebulosity 0]

Altho I have never posted here, I have been a premium user since September and I love Evernote. Thank you Dave and the rest of the staff working hard to fix the issues. There are bigger problems in life, Evernote is amazing and sometimes problems bring out the complaints but I think it should bring out compliments too. I know you all are working hard to fix it and I'm confident it will be fixed. Keep up the great work guys, you have very thankful users out here!

[BurgersNFries 2,407]

But we're sparing no expense (or sleep) until this gets fixed for everyone.

I hope someone is supplying sustenance, cots for rest (yah, you still need some rest/sleep/naps) and deodorant.

[Schooner 26]

Seems normal today, all I've done is restart all units a couple of times.

Sync gone squirrelly, not normal as of 2011.01.04 19:00PST

Two Vista-64 PCs suffering overwritten data taday - both set to autosync every 15", changes to PC2 overwrote day's input to PC1 in respective notes. No-show in "conflicts".

A bit of fooling around testing, short version - inconsistent (duplicated overwrite problem via remote login) & painfully slow via WebGui at indicated time.

/Schooner

[reubengann 1]

Dang. Was working great yesterday and today until about 4pm. Now can't connect on iphone or website. I have to echo what other people are saying, though, it seems like EN's team is working earnestly to get this resolved.

[engberg 89]

I hope someone is supplying sustenance, cots for rest (yah, you still need some rest/sleep/naps) and deodorant.

Today was Thai lunch at Evernote! Galen got in a few bites while trying to finalize the routing configuration in the new equipment. He's over at the data center now working to bring it online, along with John from A10, who has been extremely helpful.

[brucerpeterson 0]

I'm still having syncing problems with both my iPhone and Mac at 6:06 PM on Jan 5th.

[rpm 0]

I haven't been able to sync my iPhone since 1 January. I previously was getting an odd error message, the text of which I do not recall, but now I get a message stating that the network connection was lost.

Thanks for all your efforts.

[msprunck1 0]

All seems to be working for me now. New Jersey, Jan 5, 9:51pm EST. Thanks for all your hard work and I've got to hand it to you guys for your open and frequent communication! That's not always as forthcoming from other internet services.

[engberg 89]

We just deployed the new load balancer to handle all incoming traffic to http://www.evernote.com. It seems to be working well. It may take a little while for your DNS caches to update, but most people should start going through this new box within the next hour. We hope this will resolve the outstanding synchronization issues.

[frogmanjim 0]

Syncing seems to be working on all fronts. 9:00pm Central Time

[jimNH 1]

Things seem to be working much better now; I was doing some EN updates and noted both my desktops sync'd fine. Then I saw Dave's note and tried the iphone and ipad.. Both sync'd up right away.. Most excellent work guys! I can sleep easy..

[jefito 5,589]

Today was Thai lunch at Evernote! Galen got in a few bites while trying to finalize the routing configuration in the new equipment. He's over at the data center now working to bring it online, along with John from A10, who has been extremely helpful.

Congratulations for your team. Hope that you all get to stand down and catch a big breath before you have to dig back into the list... it's a new year after what's been a watershed year for you all. I got to have Thai dinner with my bandmate before rehearsal tonight, after a longish, semi-frustrating day of trying to figure out why a simple Windows GDI PolyLine call was so darn slow in one scenario. Not quite as stressful as what you've been experiencing, though. ANyways, thanks for pushing through your network problems...

~Jeff

[jonathannen 0]

I'm glad this is working again -- just to let you know, I contacted EN support and the response suggested I do everything under the sun (downloads, reinstalls, etc, tec) -- but did not mention this issue, when it clearly was to blame. Complete waste of my time that could have been avoided.

[heather 604]

People who had contacted support before this issue had been corrected were indeed informed of the error, and the status.

People who were are still having issues after the fact, especially with iPhones in particular, are being given instructions on how to fix a particular persistent error in their log that may have appeared due to the sync errors, which is not fixed by the load balancer.

And - for people who want to know why we don't just randomly post fixes on the internet for things:

Not everyone is having this issue.

If you aren't having it, there is *absolutely* no need to perform the fix.

We need to evaluate each case individually, and that may involve viewing sensitive material.

[Jpetrovski 8]

I would like an Evernnote rep to let us know what the current queue times are for PDF scanning and inbound Email to notebooks. I have sent several emails to my account and it's been over 14 hours since any have shown up in my evernote DB.

Everything is not back to normal for me.

[shollomon 0]

My issues seem to have been resolved as of ~6:30AM CST this morning. Thanks for working hard to resolve the problem.