Sync to MongoDB has been paused for your application

Hi, I received a letter about my sync being paused Sync to MongoDB has been paused for your application. However, on the web site it shows as enabled
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We did nothing on our end when errors started to occur

failed to get partition: error getting appPartitionID: connection() error occured during connection handshake: read tcp 127.0.0.1:39500->127.0.0.1:30454: read: connection reset by peer (ProtocolErrorCode=101)
message handler failed with error: error handling "bind" message: failed to get partition: error getting appPartitionID: connection() error occured during connection handshake: read tcp 127.0.0.1:39500->127.0.0.1:30454: read: connection reset by peer
connection() error occured during connection handshake: read tcp 127.0.0.1:53376->127.0.0.1:30454: read: connection reset by peer
error connecting to MongoDB service cluster: failed to ping: connection() error occured during connection handshake: read tcp 127.0.0.1:35306->127.0.0.1:30454: read: connection reset by peer
FunctionError: error connecting to MongoDB service cluster: failed to ping: connection() error occured during connection handshake: read tcp 127.0.0.1:35306->127.0.0.1:30454: read: connection reset by peer\n\tat github.com/10gen/baas/function/execution/vm.gojaFunc.func1 (native)\n

At this point, I don’t know what to do. It looks like some operations in functions don’t work but I was able to log in, open Realm, and receive the data. However, the data is stale and when I do changes in the MongoDB the data do not sync to the client and vice-versa.

UPDATE 1: We also received the same errors on our Sandbox which is a separate Realm app. It appears the issue is always related to the ->127.0.0.1:30454 connection

UPDATE 2: It looks like this is happening on the us-east-1 as all our apps there have the same issue while eu-west-1 works fine.

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I have two clusters on us-east-1 that have been experiencing this same “connection handshake” problem for nearly 9 hours now.

Hi @Anton_P & @Jeffrey_Pinyan1,

This is a known incident, we’re working to correct the problem at the moment.

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Hi Folks,

For MongoDB Cloud status updates you can also refer to status.cloud.mongodb.com.

Information on the incident which is currently being investigated in AWS us-east-1 and us-west-2 regions:

Regards,
Stennie

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I had checked status.cloud.mongodb.com several times today, and only recently did the page get updated to include a notice about this service disruption.

I don’t see errors anymore, however, it looks like Realm Sync is in desync with MongoDB and so are clients. Not sure why but our 17 days oplog file means nothing in situations like this. It looks like the only solution is to restart the Sync which will cause all clients to redownload the data. That’s not only a bad user experience but also is not free. I think it’s at least 20-30 GBs of data to redownload and we are already above the free limit. Please confirm.

Not to blame anyone but it looks like we, the users of Realm Sync, will pay for something we are not guilty of except there is some sort of compensation planned.

Hi @Jeffrey_Pinyan1,

Potential service incidents require some investigation to determine likely scope and impact before they can be confirmed in an update on the MongoDB Cloud Status site.

The most direct support path for operational issues with MongoDB Cloud services (including Atlas, Charts, Realm, Search, and Data Lake) is to contact the support team as they have access to investigate the context for your specific cluster and services.

Once an incident has been confirmed and added to the Cloud Status site, subscribing to incident updates will help keep you informed.

Regards,
Stennie

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Hi @Anton_P,

Please contact the support team to discuss the best approach for resuming client sync as well as any billing adjustments for unexpected usage (for example, if re-sync of all clients will be required).

Discussion in the community forums is limited to publicly available data about your cluster. Operational questions including service, account, and billing issues need to be handled by the support team.

Regards,
Stennie

Thanks for the advice but paying 150$ + 50$/month just to ask for assistance for an issue that wasn’t even my fault is a little too much for me. We’ll live as-is for now until we can drop Realm Sync I guess. It should be marked as Preview the same way it’s for Flexible Sync right now to prevent confusion and business usage.

Hi @Anton_P,

The Basic Support plan is always free, and you can certainly ask questions about service disruptions or billing:

  • Click the in-app chat icon in the lower right corner to chat with a MongoDB Support representative.

The paid Developer & Premium Support Plans include extended coverage, initial response SLAs, case management through the MongoDB Support Portal, and other potential benefits for production use cases.

You can also discuss usage and development questions in the community forums and get feedback and advice from the community (which includes MongoDB team members). Community feedback may sometimes require more patience depending on your question and the availability of folks with the right knowledge to assist.

Regards,
Stennie

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Thanks @Stennie, the last time I tried to ask a question about Realm Sync I got a reply:
Unfortunately we don't have any Realm support team staff in this chat support channel.
So the forum was the only alternative left

Hi @Anton_P,

I enquired for more insight into support chat interactions and gather the support team has been able to assist you via Basic Support with operational questions around service issues like monitoring alerts, Realm Sync errors, and GitHub auto deployments.

The example you quoted appears to be related to a development question around writing Realm functions, which is outside the scope of Basic Support (and I believe better suited for long form discussion via a support case or forum topic). I would expect a similar response for data modelling or usage questions such as partitioning strategies for Realm Sync or writing code using a Realm SDK. I think the message in this discussion could have been more accurately positioned as “We don’t provide Realm usage or development expertise via the Basic Support Plan”. Some team members may try to assist by sharing an article or documentation reference, but they will not be prepared for extended development discussion.

Usage and development questions are part of the expanded scope of paid support plans as these require more specialised knowledge to cover the full spectrum of supported products & services as well as more staffing commitment for extended engagement.

You can of course discuss usage and development questions in community channels like the MongoDB Community Forums or Stack Overflow, but responses will be less predictable than commercial support because you are relying on the ebb and flow of free community expertise and potentially many questions competing for attention.

Regards,
Stennie

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Thanks for the detailed explanation, that’s good to know :heart:

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