Wednesday, June 17, 2009

Service Overloaded by iPhone 3.0 Update

Apple's highly anticipated 3.0 firmware release is causing us some operations problems right now. Large numbers of devices have been updated within a short time period, and it appears that after the update the sync code in the phone triggers a 'resync'. This puts extra load on our service which is currently running at maximum capacity. We've enabled load throttling measures which should ensure it remains working, but unfortunately not all devices will be able to sync until the load spike passes.
UPDATE: We've deployed some hardware upgrades tonight and service is now back up and running normally. We're expecting to be able to handle the load peak forecast for Thursday morning as the remaining iPhone users update their devices.

87 comments:

obolonsky said...
This comment has been removed by the author.
embraboy said...

Thanks god for that, I thought it was broken.

You guys are fantastic at keeping your users up-to-date, many thanks!

David said...

Google now offers up to 25 calendars via. it's sync service...

John Schneider said...

Yes, I have to echo that you guys are truly great! Thanks.

Lydik Grynfeltt said...

Thank you for your assistance.
I hope that Google won't be too competitive to you. If they have developped a connection to iPhone, I wish you good luck. But I'm sure you're clever guys will find a way to remain very competitive and ahead!
Cheers!

amahajan said...

after the update, the calendar and contacts are wiped from the iphone and no amount of resync changes that. perhaps its the serveer load, but I've been trying for more than an hour now and contacts and calendars are still blank

brwalias said...

My contacts are now synced! Thanks for the short downtime!

Richard said...

Calendar keeps coming and going - must be down to load. Set up Google link to iPhone and it works very well but read only so not as good as this.

Al said...

Thanks for keeping us up to date. It is rare to see that kind of service.

Nathalie said...

Thanks for the update. I was wondering why my calendar wasn't syncing. Please keep us updated with the progress!

LB said...

Well done on the warning. I really appreciate being kept in the loop with things like this.

Top customer service once again!

LB said...

All contacts up to date again - Didn't take long. Cheers!

LB said...

Not all have come through yet.... I'll give it time!

Bryan said...

After upgrading to iPhone OS 3.0...

For some reason only 100 of my contacts synced and each of those 100 contacts was duplicated creating 200 total contacts. Anyone else run into this issue?

Francesco said...

@Bryan me too.
Just turn off and then on again the contacs sync in iphone settings

SIMON said...

Let us know when it's working again please

Diddle said...

Yes, thanks so much for the updates, wasn't sure if it was a big mistake to 'early adopt' 3.0! Big *sigh* though, all my calendar colours are messed up ... have to go and try to sync them one at a time again to get them matching my Google Calendar ones - not your fault I know :)

obolonsky@gmail.com said...

After 3.0 update nuevasync stop working on the phone no contacts and calendar...Double check settings, no luck..Advice?:(

Yoshimi said...

Thanks for the update. Appreciate all the work you are doing.

Good luck...

Bill said...

Thanks for everything you do guys. I lost my data briefly during the update flood but everything is back perfectly now.

I would still pay for this fantastic service!

Joelseph said...

Yeah, I've noticed some hiccups in my calendars and contacts, but I've been messing around with them some too... Trying to get the calendar colors to match iCal again! :-) Before the update I had got them to match by accident, somehow.

I'll wait 'til the load lightens before messing with it again! Many thanks for an excellent service btw, and of course we're all eager to try the Mail sync when you get that up and running!

Richard said...

For some reason, I checked my contacts (after a couple hours of no data) and I had THREE of everything. So I turned off contact sync in settings (which clears the data on the iphone) and hope that it will resync with only one copy of each.

If I should do something different let me know. I've turned the sync setting back on and am now waiting again...

webbs4sail said...

My calendar is completely blank. Have tried to resync but to no avail. Also, Nuevasync seems to no longer register my email as valid? Any help? Or should I just wait and my Calendar will retrieve all my events again soon?

veggirl said...

I'm still having blank calendar issues and multiples of the contacts that are there (many are missing). Okay, I'll wait and check it again tomorrow and keep my fingers crossed.

Apple in your hands said...

i upgrade my iphone to 3.0 on 7 PM but until now all my calendar has no data at all. and i have 600 contacts name on my gmail contact. only 50 of them are sync to my iphone.....now is midnight.

what should i do....need help...

David Boreham said...

Folks, check our twitter feed for frequent status updates rather than here (also our forums have regular updates). We had to add a bunch of extra hardware to deal with the load spike. Service had to be taken offline to do the upgrades, which will be completed soon.

obolonsky@gmail.com said...

well..still no luck...
Guys, many thanks for support long time, you are very good team, but I need solution...
Setup exchange with m.google.com
wow:) everything back:) Nothing personal guys, one more time thank you!

Lars said...

I am still having problems with reaching the server. Still full load from iPhones?

Daniel said...

Hello and many greetings from Germany.
Then we hope the times again in a few days to work normally again
:0)

Greetings Daniel
www.wedding-dream-pictures.de

Stephan said...

I enter some dates into iPhone calender and after a few seconds there will be deleted. I guess by sny with NuevaSync / Google Calendar. The old entries are all available in Google but no new entries. Any suggestions?

Daniel said...

were just one or two days. The system is characterized by the update to OS 3.0 congested.

Greetings from Germany

Ndelangen said...

I'm so glad this is not an incompatibility or something.

You guys might want to put this notice right up on the homepage of your website. It took my qiute a while to find this info, and was kinda worried.

Thanks for the great expierence

David Boreham said...

Hi, the home page is unfortunately cumbersome to update at present. We'll incorporate a news feed on the web site in the future.

Daniel said...

I've a question: if I directly into google calendar insert a date I can remember as an SMS and / or email below to subscribe.

If I am making an appointment iphone, I can only remember the iphone itself, which mail and sms memory is not possible .. or have I overlooked something.

Greetings from germany
www.wedding-dream-pictures.de

The Author said...

Getting incomplete sync on calendars.

Steve said...

Also getting incomplete syncs -- not all calendars are coming over. In fact, the most important one is missing!

Steve said...

PS-
The fact that we have not had to even THINK about this for months is an amazing feat. Thanks guys for this fabulous software.

Michael Green said...

Wow, I have been scratching my bald spot raw trying to figure out what is wrong... Thanks for the update. you guys are the best!

Doug said...

My calendar sync has also been up and down since yesterday, but mostly up--you guys do a great job!

I also noticed after I upgraded my iphone to 3.0 that one of my calendars now has a * next to it in the iphone calendar app. I think this means its my default calendar for new events. If this is true, do you know how to change it? It's a little annoying because the calendar chosen is read-only so the events are local but don't/can't be sync'ed to the server.

Michael Green said...

Settings/Mail,Contacts, calendar/ scroll down to very bottom. Select your default calendar.

David Boreham said...

The * means that this is a read-only calendar. The phone has no concept of a read-only calendar, so it will let you add and change events, but we will (obviously) ignore those changes. The '*' is a little reminder that you shouldn't change stuff in that calendar.

LIrunner9 said...

You guys continue to be awesome. I upgraded to 3.0 yesterday at 5pm EST, about 8PM EST I realized I had no calendar events on my iphone. I didn't want to deal, so just put the phone in sleep and I went to bed. I woke at 7am this morning, and all my calendar events were back. Didn't do a thing, just waited it out.
Thank you:)!!!

Apple in your hands said...

for me, i have 4 calendars on my gmail, but only 1 calendar show up on my iphone...

veggirl said...

Yay -- finally have my contacts working again. I did what someone else here tried ... Turned off sync on contacts in settings on iPhone (backed up my google contacts first, just in case). The phone deleted all contacts. Tuned the sync back on in settings and it is all good again!

Steven H. Fagan, Attorney at Law said...

Unsynced and resynced 3 times since this all started. Still got no game. :(

Callahan said...

It's Thursday night (EDT) and I finally updated my iphone to 3.0. However, I lost every single calendar entry but the few I had left for this month. My question is: Will I ever get those several months of useful data back? Can I sync my google calendar with nuevasync and get more than this month's data back??

Seaminnow said...

Hi there, your service is absolutely amazing. I definitely wouldn't mind paying for it.

I do have a little problem though. I upgraded to 3.0 today. For some reason all my settings in my phone got wiped. I had to reconfigure everything. I tried to set up Microscoft Exchange using the instructions on the Nueva Sync website--but the thing just hangs and hangs and never gets to the point that I am supposed to type in www.nuevasync.com.

Is this hanging during the setup related to the server issue? Or is something else funny going on with my phone specifically?

Thank you so much!

Seaminnow said...

oops n/m i'm a dumbdumb, i just didn't wait long enough. my bad.

thanks again and seriously if you charge, i would definitely pay. wishing you much success.

Tracy said...

Thanks for the update! Is this still an issue? I upgraded my phone a couple of days ago, but contacts and calendar have not yet returned. Just wondering if I need to take other steps to resolve it at this point or if you are still seeing this. Thanks!

Rob Fuhrmann said...

Thx all, now my phone is working well, i had problems with my contacts, I had eight of everything! i did that was veggirl says.
regards from austria

David Boreham said...

Folks, we've been reviewing accounts of some users that have reported continuing problems. So far a couple of themes have emerged:
1. Plaxo contacts. We think that the increased activity related to post-3.0-update resyncing led to us being rate-limited by Plaxo. This can lead to sync problems especially for users with large numbers of contacts. If you are a Plaxo user and are still experiencing problems it may be worthwhile moving to Google contacts.
2. Very large numbers of calendar events. We have users with thousands of calendar events in certain calendars, and while these calendars did sync successfully in the past, they aren't always now (we're not quite sure yet why). So if you have a calendar with a large number of events it may be worthwhile disabling sync for that calendar. We'll continue to check through the problem accounts over the weekend.

amh15 said...

Still enjoying the Nuevasync service. Tell me, if I add attendees to meetings on my iPhone with 3.0 software, does Nuevasync (or indeed Google) attempt to send an invitation to the attendee? Google claim this feature does not work with their sync at the moment.

Thanks!

Alan

Doug said...

Thanks much for the quick answer on default calendars; not sure why I never noticed it before. I also just sawyou had a blog post about this back in January. You guys are awesome; keep up the great work!

Nathalie said...

Is there still a problem? My calendar came back on Wednesday but disappeared again today. What's up?

simoness said...

My iPhone with 3.0 has lost all contacts and calendars today!!!!!!!!!!!
I really hope they fix it quick or I Will newer use Nuewasync more.
It's craysy not to have some safety so the sync don't erase everything, better to block syncing when, data is corrupted.

Richard Morgan said...

Ditto - my phone has just lost calendar and contacts

simoness said...

Now,contacts and calendar is working...

next time something like this happens I change syncprovider definitely.

all contacts and calendar data was gone...

Thomas said...

It's 8:44 a.m. EDT and both my wife's and my calendars are gone.

Is there an outage still/again?

Richard Morgan said...

My contacts temporarily reappeared and then disappeared again.

I checked out Google's sync - it's now bi-directional and supports multi calendars. I've moved over and all my calendar and contact details have re-appeared. I'm afraid that I trust the behemoth Google to handle the server loads that nuevasync is currently struggling with.

Many thanks to nuevasync for providing an excellent service while no options existed (except MobileMe). I'm afraid my switch to Google will probably be permanent though.

Ákos said...

Hello guys at nuevasync!
I upgraded my iPhone to 3.0 a few days ago.
First I could not see all the events in my Google calendars, which was really frustrating. But today I realized that all my calendars are gone, just vanished into thin air. This makes me worry about my next week - I have a lot to, alot of business meetings in tight schedule.

So you could make me quite happy if you fixed the system at your side.

Cheers guys!

lapetti said...

This service is great and free of charge...So thanks to the developers and the staff who maintain it. I appreciate the application and those who provide it.

Babur said...

hi guys...can you update us when this outage will most likely be fixed? thanks for providing the service!

Pablo Rosero said...

As of today I just opened my Calendar app on iPhone to find it not only out of sync with my GCalendar but completely wiped clean! I hope there's a fix...
You guys are awesome!

Ramon said...
This comment has been removed by the author.
Ramon said...

After the upgrade to I phone 3gs the sync took about 30 minutes but then it was working fine, this was on the 19.

Today my calendar and contacts disappeared, I have been trying to sync but with no success.

Judy said...

Likewise. My contacts/calendar have been fine since the upgrade (after about a 30 minute delay). But, as of this afternoon, all of my contacts/calendar items are gone again. Any updates on this new issue?

Seaminnow said...

Me too, same ish. After the upgrade I had gotten calendar and contacts to work, but now they're gone. I'm sure you guys will figure it out shortly tho so I'm not too concerned. Thanks for the help and take care.

JB said...

Yes my contacts and calender are wiped clean as of this morning.

I used the google contacts sync in Itunes to retrieve my contacts until the Nuevasync syncing service is working again.

Agree with many posters this service you offer is invaluable.

Xargon said...

My contacts and calendars has disappeared!!

veggirl said...

My contacts & calendars disappeared also. I've had to go to Google Sync for a temporary fix until NuevaSync is back up and running. I just cannot be without that information during the day.

Issean said...

Tell me is it overloadet again because i´ve no contacts at all

Ramon said...

I am now using google over the air synch which works great line nueva synch but without the outages.

You can get the instructions at this link for iPhones.

All my data took no more than 4 minutes to appear

http://www.google.com/support/mobile/bin/answer.py?answer=138740

David said...

I lost all my contacts today, but still had calendar events. Spent over an hour trying lots of different re-syncing/re-configuring options and finally lost all contacts and all calendar items. Completely removed my Nuvasync account from my device and started over and still nothing. No notes today that the service is down, so wondering what to try next . . . Love your service and hoping this is just a small bump in the road.

Xargon said...

@Ramon
i tryed your method but i can see only One calendar...

Ramon said...

It's the same settins as nueva sync but the server is m.google.com

the calendar will sync first then the contacts

hope this helps.

Ben said...

My data has also disappeared today. Unfortunately, the status page seems to be unaware that there is a problem, as it still reports 'ok'. At least I'm now know that it's not a problem on my end.

Øyvind said...

Not really sure if it's needed, but my contacts and calendar entries are gone after upgrade to 3.0 too.

Arthur Basbaum said...

I updated for OS3 last week but just today (June/21) my calendars and contacts have gone... I tried to setup the nuevasync acc again but still it doesn't sync.

Any help? thanks

Jason said...

was working yesterday now without contacts and calendar. any update?

Jason said...

regretably had to move on

http://brennan.sg/2009/06/08/google-contacts-urize-your-iphone/

Judy said...

It's been all day, and still no contacts or calendar items. And no indication from Nuevasync that the issue is even being worked. Hate to do it, but I'm being forced to set up GoogleSync as I write this..

corydeppen said...

Second day of opening Contacts and being greeted with a blank screen. Hate to say it but I'm switching to Google Sync. Nuevasync worked well for a while, but this recent issue hurts when you're without Contacts for a few days.

Ákos said...

Still the same problem. It syncs my calendars but only about 50% of the events!

In the new post you've opened you say that your service has been brought back to normal operating state. I cannot affirm that...

Ken Jenson said...

After the iPhone 3.0 updatae, my calendar appears ok, but my contacts are largely duplicated 3 or 4 times. My contacts were unavailable for several hours this afternoon as well.

jackelyn.nagy said...

Help! After 3.0 update I lost my contacts
I gave already lost them in windows live they
said they can't reset them back. Where do I go
for help? Pls help.

David Boreham said...

@jackelyn.nagy: sorry it's been a while since I checked the comments on this old article. Your data should still be in your Google account and so the goal is probably to get your sync fixed. Can you please send an e-mail to support ? (We checked the ticket queue and don't see one that appears likely to be from you).

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