"Connection to DejaOffice was lost" (???)

[tbessie]

With the very latest versions of DejaOffice for Android and CompanionLink Professional, when I do a WiFi sync, though it SEEMS to finish syncing, I ALWAYS now see "Connection to DejaOffice was lost" on the PC.

Any explanation for this?

- Tim

[Thomas]

Tim,

I have created a support ticket for this, please check your email for further steps.

[tbessie]

Thanks! I'm working with the support people. I need to send a log in, but have been crazy busy - will send it in soon.

- Tim

[tom2014]

I ALWAYS now see "Connection to DejaOffice was lost" on the PC.

Any explanation for this?

I'd like to add to this question... Can the DejaOffice Team please offer any suggestions as to potential causes of this issue and general troubleshooting advice for this error?

I'm generally happy with DejaOffice/CompanionLink and have used it for five years or so. However, I constantly encounter this issue. Constantly defined as on average an episode every week or two, syncing 1-4 times a day, with an episode defined as up to a half dozen or so failures in a row until I'm able to get the sync to go through. This has gone on for *years* and has occurred with multiple phones, phone OS versions, CompanionLink versions, DejaOffice versions, two different wifi routers, etc.

Obviously, I'm able to overcome it or I wouldn't be using the product still. Generally some random steps of rebooting the device, starting the sync form the other direction (device versus PC), stubbornly trying again and again, or a combination eventually gets the sync to go through. I also have (related to this or not) occasional issues where records won't sync accurately (generally duplication of calendar records on the device). So occasionally I wipe the device and sync fresh, and that's where this issue becomes incredibly painful, as it almost always arises during a long sync like that. Other observations are it seems to occur generally at the same point in the sync during these episodes. Years ago I was tracking it...memory is it was generally the same spot, but not exact. Tonight it was failing at around 23k calendar records in Outlook. I got it go through once (after rebooting the phone), and now it's doing it again. [edit: and I rebooted the device again, and it got to roughly 23k records...pushed through but much slower after that point, and eventually synced].

I know Deja will offer support, but I've never opened a ticket on this issue as I will not upload my log files and other attachments to Deja. So I completely get Deja support wouldn't have the usual tools at their disposal.

I'm happy to open a ticket and troubleshoot if that can be done w/o the upload, am quite willing to parse log files or whatever on behalf of support, and I definitely welcome any general suggestions as noted above. I equally suspect my phone's radio and/or handling of its wifi connection versus Deja (or even the wifi itself, but no other issues and signal seems good), but of course I don't know how fix/avoid Deja's issue or rule it out as the cause, hence the general question.

Thanks much.

Samsung S8 with Android 9
CompanionLink for Outlook build 8046
DejaOffice 4.4.30 build 1203

[Thomas]

Tom,

I have created a support ticket for this, please check your email for some further help.

[DJOCTO]

Tom2014 - just a couple things I want to touch on:

1. We don't require logs at all. Feel free to contact support and simply say "my data is private". We completely respect that. In about 5% of tech support cases, we actually use the logs to see the technical issues. Logs can tell us about internal versions, memory usage, and data patterns, in addition to sometimes actually documenting an issue. We are perfectly able to help people without logs and we respect everyone's privacy.

2. For this issue you are reporting - Wi-Fi sync not holding through the process - may be related to an Android OS change about a year ago that they turn off the Wi-Fi radio automatically after 5 minutes. See Android Battery Monitor here: https://www.companionlink.com/suppor...ejaOffice_WiFi

At this point, basically everyone with a lot of records needs to turn off the battery monitor automatically or sync will halt mid-way.

3. On a failed sync and resync - the resync may take much longer because it needs to match up the records. That is; the internal tracking got broken, so every record is read, parsed and matched in Outlook. So that is a normal process. If sync is stable and not failing you don't see the slow rematch process.

Thomas will help you with the tech issues.

[tom2014]

DJOCTO,

Thanks for the reply.
1) Appreciate the clarification on logs.
2) I followed-up w/ Thomas via the ticket. I had previously disabled power optimization for the DejaOffice app, and temporarily turned off all power optimization during troubleshooting.
3) Makes sense.