Backup of OneDrive freezes after a while - case 05535657

[sumeet]

Hello,

Backup of OneDrive freezes after a while. I have a open case 05535657. On Wed morning I got this case escalated and made it sev 1. This is for version 5.0.3.1063
Yesterday I requested to "talk to a manager" from your support page. Been more than 48 hours but I still do not have any response from support yet or a manager.

Will request product PMs if someone can take a look at the case and get some help towards me - I will appreciate a lot.

I have been updating the case for the last two days, so you should get all the details in the case.

Thanks,
-Sumeet.

[HannesK]

Hello,
I checked the case and it seems that it has been escalated some days ago already.

A bit off-topic to the support case, but what's the reason to run version 5 today? In the "cloud world" (not only, but especially with cloud products), the latest versions are the most suitable ones.

Best regards,
Hannes

[sumeet]

Hello,

As mentioned earlier, I got the case escalated on Wed 20th July morning Aus time. But no response until 23rd evening. That's when I called support number and got someone to take a look.

Regarding why version 5 - with many years of experience we have learnt never to upgrade to latest major version release. We always follow n-1 version.
We plan to upgrade to v6 only when there is 6a or 6.x version.

Thanks,
-Sumeet.

[Mike Resseler]

I will follow up with this case. I noticed that you uploaded the required log files this morning and I will check further with R&D. From what I could see there seems to be a communication issue and I hope it can be solved quickly now.

[sumeet]

This is not yet resolved.

Yesterday after discussion with our client, we upgraded the setup to 6.0.0.385
The upgrade is successful. But the onedrive job still gets stuck after couple of hours of running.

The only good thing after upgrading to v6 is now even though the onedrive is stuck, I could still collect the logs (with v5, once the job gets stuck, collecting logs would also get stuck).

I have uploaded the logs and the screenshot.

Until now, support has been just suggesting configuration changes, which I don't think can be a reason for the job to get stuck.
Hopefully they are able to find out the real cause soon.

Thanks,
-Sumeet.

[Polina]

Hi Sumeet,

How many threads are there on your proxy? In the case, I noticed that it's configured to 24 - is that correct?
Also, am I correct that you don't have a direct access to the backed up M365 infrastructure to get more details on the structure/data within the problematic OD accounts?

[sumeet]

19th July - International blue screen day -- Going back to this old thread to comment back on someone who called out the "cloud world" and the latest versions are the most suitable -- this is the exact reason we disable auto support and remain few versions behind.

It is sad to see the impact everyone going through and we are working with many of our clients to help in whatever way we can, but certain things cannot be taught, they are learnt with experience.