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jwvanderbeck

Cloud Authentication Error

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Suddenly I am unable to review any diffs with cloud changesets.  I am still able to push and pull changes and create branches just fine (or at least without error.  I hope there isn't some subtle issue I'm not seeing!) but if I try to view diffs on changes, I get an error similar to the following:

"Cannot download revision 29141 from server. Data cannot read/write to Plastic Cloud.  There was an authentication issue. Your local date (client or server) is probably wrong.  Change it to fix the issue"

My local computer's date and time is correct.

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Hi,

Do you have encryption enabled in your cloud organization? Is it possible that your local encryption key was removed and for that reason, you cannot diff old changesets? It is also possible that a coworker created the changeset you are trying to diff witha  wrong encryption key.

Are your coworkers affected by the same issue?

You can reach us to suupport@codicesoftware.com and we could even arrange a GoToMeeting session.

Regards,

Carlos.

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It is just me, and the changeset was even created on this very computer earlier in the day.  I have not enabled encryption, so unless it was enabled by default ot strangely enabled itself, that should not be a problem.  Looking through the UI right now I don't even see where that would be enabled.

 

In any case that was last night and this morning it appears to be working again.  Which is good but disconcerting.  Most likely it was a problem on the cloud server which concerns me a bit given we appear to be on different time zones, so if something like that was blocking my work I would be stuck.

 

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Hi, If you don't have entered an encryption key, it should be enabled.

The error should only show when a mismatching datetime is detected. Did you restart your machine or changed any local setting?

Regards,

Carlos.

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On 10/25/2019 at 1:56 AM, calbzam said:

Hi, If you don't have entered an encryption key, it should be enabled.

The error should only show when a mismatching datetime is detected. Did you restart your machine or changed any local setting?

Regards,

Carlos.

This is happening again!

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restarting the client fixed it.  I think you've got a bug in the client somewhere maybe having to do with sleep mode? or drift over time if the client is left open? Both times I've hit this it has been after leaving the Plastic GUI open for a few days.

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It seems like a temporary network issue and the client is not able to download the requested revisions. Is the network you are using fast and stable enough?

The error message is not very clear. Leaving Plastic open for a long time should be any problem.

Is it Windows or macOS? If you attach the client logs, we will review them in detail.

Regards,

Carlos.

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Just occured again on Mac.  As before, restarting the Plastic client immediately fixed it.

2019-10-29 12:35:15,034 john DEBUG DataPacket - 0.00 Mb in 473 ms. Total sent 0.05 Mb
2019-10-29 12:35:15,040 john DEBUG FileDownloader - Downloaded 5 blobs (14.50 KB) from repository 56343 in 1418 ms. Details: TotalRetries:0 TotalDownloadedSizeWithRetries:14.50 KB TotalMissing:0 TotalErrors:1. Mbps: 0.08
2019-10-29 12:35:15,050 john ERROR DiffViewDataProvider - Cannot download revision 32285 from server: Data cannot read/write to Plastic Cloud. There was an authentication issue. Your local date (client or server) is probably wrong. Change it to fix the issue.
2019-10-29 12:35:15,089 john ERROR ExceptionHandler - [MacPlastic] Unexpected error: Cannot download revision 32285 from server: Data cannot read/write to Plastic Cloud. There was an authentication issue. Your local date (client or server) is probably wrong. Change it to fix the issue.
2019-10-29 12:35:15,150 john DEBUG ExceptionHandler - Stack trace:   at mi+a.b (System.Int64 A_0) [0x00047] in <732645d81a054bbab2cd469358a34a1d>:0
  at mi.a (Codice.CM.Common.RepositorySpec A_0, Codice.CM.Common.RevisionInfo A_1) [0x0001b] in <732645d81a054bbab2cd469358a34a1d>:0
  at Codice.Client.BaseCommands.Differences.DiffViewManager.a (Codice.CM.Common.CodeReviewData A_0, System.String A_1) [0x0002b] in <732645d81a054bbab2cd469358a34a1d>:0
  at Codice.Client.BaseCommands.Differences.DiffViewManager.a (Codice.CM.Common.DiffViewEntry A_0, System.String& A_1, System.String& A_2) [0x00035] in <732645d81a054bbab2cd469358a34a1d>:0
  at aci.a (Codice.CM.Common.DiffViewEntry A_0, System.String A_1, Codice.Client.BaseCommands.Differences.DiffViewManager A_2, Codice.CM.Client.Differences.Graphic.DiffViewerData A_3) [0x00023] in <732645d81a054bbab2cd469358a34a1d>:0
  at aci.a (Codice.CM.Common.DiffViewEntry A_0, Codice.Client.BaseCommands.Differences.DiffViewManager A_1, System.Text.Encoding A_2) [0x000ae] in <732645d81a054bbab2cd469358a34a1d>:0
  at w.a (Codice.CM.Common.DiffViewEntry A_0, System.Boolean A_1) [0x00020] in <707b3bddf4d648b9a18f7890cad620d7>:0
  at w.b (Codice.CM.Common.DiffViewEntry A_0, System.Boolean A_1) [0x000a5] in <707b3bddf4d648b9a18f7890cad620d7>:0
  at w.a (p5 A_0, p5 A_1) [0x0000f] in <707b3bddf4d648b9a18f7890cad620d7>:0
  at fm.a (p5 A_0, p5 A_1) [0x00001] in <fd4e17bfeb1d4838b5b50a76e8b48174>:0
  at fu.f () [0x00039] in <fd4e17bfeb1d4838b5b50a76e8b48174>:0
  at aoe.a () [0x00002] in <fd4e17bfeb1d4838b5b50a76e8b48174>:0
2019-10-29 12:35:17,262 john DEBUG Channel - Valid certificate validation info:

 

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This is still happening quite regularly, but I have a theory I need to test.

I work from two different machines (A windows desktop and a Macbook Pro).  Both machines connect to the same cloud repo, same project, with the same user.  I think what is happening is some sort of conflict between the two of them, especially if I leave the plastic GUI running on them both (which I tend to do).  I imagine the clocks on these two machines are not precisely the same, probably off by a few seconds, and this might be confusing the cloud as it isn't distinguishing one machine from the other.

But at the moment that is just a theory.  I need to try testing that by remembering to shut down plastic completely when moving from one machine to the other.

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Hi,

We internally reproduced the error and we have a task to debug it and try to fix the problem. We will keep you posted.

Sorry for the inconveniences,

Carlos.

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