Crashing during scan phase

[Systeq]

Hi

I've started to have an issue where the profile crashes during the initial scan to determine what needs to be uploaded. It started on 15/6/2026 though I suspect that isn't specifically relevant. The job in question is a 2 way sync between Windows and OneDrive, which has been working for a couple of years without issue. The job always crashes at the same place (around 111000 items) the interface closes and when reopened the job is no longer running.

Disabling "Changes Based listing" resolves the issue, but the job takes a lot longer.

I've tried deleting the database to create a new one, but the issue remains

I've also tried creating a new profile with the same settings, which also has the same issue (it seems to reference the existing cache?).

I suspect it's when it's hitting a particular file or folder, but there doesn't appear to be any log information to identify that.

Any help appreciated!

[tobias]

Hello,
please let me know which Syncovery version you have. You may need an update.

Check in Task Manager if there is enough memory (RAM) during this phase.

Look in the Logs folder to see if there are any exception log files, such as Syncovery_Exceptions. If so, please send them to support@syncovery.com.

In addition, the job's own log file might be useful too, even if truncated.

[Systeq]

Thanks for the reply.

The version is 10.18.4

There's around 10GB of RAM free during the backup, so that doesn't appear to be a problem. There are some SyncoveryService Hang reports in the logs folder, but they relate to a different profile which appears to be finishing successfully eventually. Nothing relating to this profile.

I can send you the full profile log if you like, however it just ends with:

Scanning Folders Started At 03/07/2026 16:27:29
03/07/2026 16:27:26 OneDrive for Business: Refreshing Access Tokens
03/07/2026 16:27:26 OneDrive for Business: CheckAuthentication Calling RefreshAccess
03/07/2026 16:27:28 OneDrive for Business: Connect Successful
03/07/2026 16:27:28 OneDrive for Business: Refreshing Access Tokens (forced)

Nothing further

[tobias]

Hello,
thanks! Unfortunately Syncovery 10 is no longer being updated, so I need to ask you to check if it works fine in Syncovery 11 or 12.

[Systeq]

I've now upgraded to 12.4.0 and it has exactly the same issue. The application still crashes during the scan phase with Changes based listing enabled

[tobias]

Hello,
do you run the job in Attended Mode only? Would you be open to testing different modes, for example "In Background", which you can invoke via right-click? It would be useful to know if it crashes in the background too, and even if it does, the log file might be different.

Can you look at the newest log file to see if it contains more information than older logs?

Can you check the Logs folder if there is a file like Syncovery_Exceptions.log?

Feel free to send log files to support@syncovery.com.

[Systeq]

Hi

The job normally runs unattended on schedule, but what triggered me to notice the issue is that whilst the job reports as successful it isn't actually transferring any of the files. On that basis I'd assume it is also crashing.

The logs in both attended and background mode just end at:

Scanning Folders Started At 31/07/2026 10:51:06
31/07/2026 10:51:03 OneDrive for Business: Refreshing Access Tokens
31/07/2026 10:51:03 OneDrive for Business: CheckAuthentication Calling RefreshAccess
31/07/2026 10:51:04 OneDrive for Business: OneDrive for Business Connect Successful
31/07/2026 10:51:05 OneDrive for Business: Refreshing Access Tokens (forced)

and that's it.

I've emailed you logs from both test runs today in case there's something else you need to see. The only other log file updated during the run is Authlog-onedrivebus but that just shows you the token being loaded and saved, there's nothing obviously unusual