An error occurred while trying to synchronize document info with 2020 cloud.

    • November 20, 2020 at 5:29 pm #306981
      Kimberly Hampton
      Participant

      I keep receiving this message “An error occurred while trying to synchronize document info with 2020 cloud.”  Than “2020 Design detected an issue.  Please save your work and restart the application.”  I’ve done this, and restarted my PC.  Also I can see the cloud, place items from the cloud, but cannot delete them or undo them from the design. It’s happening on all my designs. Anybody have any suggestions on fixing this so I can proceed working this weekend?  The technical department is closed.  Thank you.

    • November 23, 2020 at 3:28 pm #306983
      Kristopher Papaleo
      Participant

      Hi Kimberly,

      Thank you for your feedback. We are aware of the clouds Synchronization issue with certain items and are currently investigating this on our end.

      This is however just a synchronization issue. If, when you add the cloud items to the floor plan you are able to see them in your perspective, then you can just ignore the error message “An error occurred while trying to synchronize document info with 2020 cloud.” Once it asks you to restart the program, you can disregard the message and continue to work in your file.

      As a work-around for not being able to delete the items, you can try to delete them from within your Items List. It should be easier to delete from there. If the items do not delete from the items list and you truly do not want the items in the file, then I would suggest to isolate the cloud items on an empty portion of your floor plan and copy and paste your design to a new floor plan. If this is done, you will have to add your styles and pricing back and add any accessories and extra costs you might have had.

      Regards,

      Kris

    • November 23, 2020 at 8:07 pm #306999
      Kimberly Hampton
      Participant

      Thanks.  I cannot even place items anymore without getting this error.  So the cloud is useless.
      <div>The clear cloud cache and  Perform Basic Maintenance on 2020 Design did not work either.  My pc is up-to-date.</div>
      <div></div>
      <div>The item list option does not work either.</div>
      image.png

    • November 23, 2020 at 11:01 pm #307006
      Edith
      Participant

      Hi Kimberly,

      Please try the following:

      1. Click on File, click on Insert 2020 file, select the file that is giving you the message, and click on OK.
      2. Once the file is open, and the window “Update Outdated Items ” appears, click on “Automatically update Items”

      You should be able to access the file and continue to work on your plan.

      As Kris, mentioned earlier, the teams are currently working on this and we should be sharing an update on this shortly.

      We apologize for the inconvenience.

      Thanks

      Edith

       

       

    • November 25, 2020 at 6:19 pm #307283
      Kristopher Papaleo
      Participant

      Hi Kimberly,

      I am happy to announce that we have deployed a fix for the synchronization error messages. The fix should solve the issues for past, present, and future designs.

      Regards,

      Kris

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