Issues with Traktor import on second computer

i still use it on 2 computers because the problem happen on my main laptop, when i tried it first it was on the other laptop not the main one

Hey Fady,

Yes, so we discussed you resetting everything and then only using MIXO on your main laptop.

I think there is some confusion now around main laptop, second laptop, other laptop etc.

Lets call your primary laptop 'Main Laptop' and the other laptop 'secondary laptop' for ease of understanding.

Can you start everything from fresh by following this guide on ONLY your main laptop:

https://support.mixo.dj/guide/reset-mixo-account

Do not use MIXO on a second laptop or device until you've done the above.

You can then try the import again and hopefully upload and sync all your music to/from your cloud.

Let us know once you've done this so we can check on your account and see how you've got on.

i made what you told me,mixo is freezing on preparing, it didn't continue

Hey Fady,

Sorry to hear that.

What version are you using?

If you're not already, please do follow the steps in the last email and use v0.29 which we released this week.

i use the last one 0.29

OK Great, are you happy for us to reset your account on our end?

You're still showing as using 0.27 on our system so it's likely it didn't reset fully before.

Once we reset you, you can delete your MIXO folder in Google Drive and try importing again fresh.

i have deleted everything in google drive

Perfect, I've reset your user on our end, so if you restart your MIXO you should have 0 tracks showing.

Can you then:

1. Connect your Google Drive again in MIXO.

2. Import 50 or so tracks via Import > Tracks. Don't do an NML import just yet. Lets just try get some tracks into your MIXO.

3. Wait for that to import, upload and sync

4. Login to MIXO on your 2nd laptop and watch it sync to your cloud and show the 50 tracks

5. Confirm to us once that works.

We basically want to make sure your music, sync and local device works with Tracks before it tries a NML import.

i finished upload , i am on my 2 laptop, how can i make the sync?

Awesome!

Login to your MIXO account on your 2nd laptop (make sure it's using v0.29) and it'll sync automatically.

If it doesn't or has any problems, just click the 'RELOAD' button in the top right corner of the app.

This should restart the app and kick sync in.

Let us know if this works :)

i did it, reload then i saw sync then nothing on screen happening, should i wait?

Can you have MIXO on both your laptops and then take a photo of them side by side with your phone and send it to us?

Thanks Fady, we need to see what's going on as it should sync immediately for you.

download music was off, should i make it on?

No, for now just show us the photo of both your laptops with MIXO on so we can see what you're seeing.

Thanks Fady,

hi dave

Perfect, thank you Fady!

Assuming the 2nd laptop is logged in to the same MIXO account as your main laptop, it should have synced by now.

What we can do to kick it in is if you go on your 2nd laptop to Settings > Debug > Reset Local. This will reset your local cache and MIXO info.

You'll then need to login again and it should sync from your cloud library.

You should also check your Google Drive itself and be sure the tracks have uploaded correctly.

Please do that and let me know how it looks.

Thanks Fady, we really appreciate this level of testing! It really helps us debug.

it didn't sync

the tracks are in the cloud,i checked them

This is really strange, sorry Fady.

Can you take a photo of both laptops once more, but this time showing the account page.

So go to Settings > General > Account and take a photo.

There is no reason for your sync to not work, so we need to see the settings pages so we can see more info about your user.

Can you also confirm 100% all those tracks are uploaded to your Google Drive?

Thanks Fady, we'll figure this out :)

hi dave

You're a legend Fady, thank you so much!

Everything looks perfect, but for some reason MIXO on your 2nd laptop is not 'syncing'. I can't replicate this on my Mac computers.

We need to try and kick sync in, so can you try the following 2 things:

1. Download MIXO on your phone and login. It's in the App and Play stores and free to download. It should sync once downloaded and logged in.

2. Add a playlist on both laptops. Call the playlists 'Main Laptop Playlist' and 'Second Laptop Playlist' so we know which is which.

You can then, on both laptops, press 'reload' in top right to kick sync in and it should show the playlists on both laptops as well as on your phone.

Let us know if this fixes it for you.

my phone isn't compatible with the version

Understood.

Please do point 2:

2. Add a playlist on both laptops. Call the playlists 'Main Laptop Playlist' and 'Second Laptop Playlist' so we know which is which.

You can then, on both laptops, press 'reload' in top right to kick sync in and it should show the playlists on both laptops as well as on your phone.

how should i add a playlist? its the first time that i do it

2 ways:

1. Just right click under All Tracks and select Add Playlist

2. Select multiple tracks from all tracks list and right click > Add Selected to Playlist > New Playlist

i see each playlist on its laptop, i mean no sync

Thanks Fady,

So there is something stopping your second laptop from syncing with the cloud.

Your main laptop is working how it should so don't change anything on this.

In order to fix your 2nd laptop we need to basically wipe MIXO from it and reinstall it.

We do this a lot in our office when testing new versions or devices and it works every time.

Please follow these steps:

1. Quit & Uninstall MIXO from your Second Laptop

2. Delete the MIXO Applications Support folder using this guide:

https://support.mixo.dj/guide/delete-mixo-appdata-folder-on-mac

See which folder to delete:

https://monosnap.com/file/ftycYcUaZ74T1DBV5S4gnDRSnxkbYt

3. Empty your trash folder

4. Download & Install MIXO fresh from http://www.mixo.dj/download

5. Login to MIXO again on 2nd laptop and hopefully it will sync.

If this doesn't work please send over your second laptops system specifications so we can check it against:

https://support.mixo.dj/guide/mixo-system-requirements

hi Dave,sorry yesterday I didn't reply,i am trying to delete the mixo application support folder but I can't find it

Hey Fady,

No problem, thank you so much for your efforts so far.

The guide sent before shows how to find the folder, just:

Open finder > click 'Go' from menu at top of your mac > select 'Go to folder' > then paste this in:

~/Library/Application Support/MIXO

and hit go.

This will then load the folder as per:

https://monosnap.com/file/ftycYcUaZ74T1DBV5S4gnDRSnxkbYt

You can delete the 'MIXO' folder (but make sure MIXO is closed before you do all this).

I did it, I see the main playlist and the second playlist on the two laptops, but when I open mixo on the main laptop there was the 10 tracks of yesterday, then it made the sync I think and give me 0 tracks

Hey Fady,

That's great news, well done!

If you just hit 'reload' on both computers and then both should sync the same tracks.

If it remains 0 again, just import another 50 or so on the main computer.

You can then try and import your NML from your main computer.

I imported 3 tracks , it made the analyst and sync to cloud and it made the sync alone on the second laptop

I am importing nml ,but. a small folder 6 tracksuit still preparing, it didn't start

it still preparing, it didn't start importing

Hey Fady,

Please try 'reload' on both laptops at the same time. If that doesn't work, can you tell us what your system requirements are on both laptops:

https://support.mixo.dj/guide/mixo-system-requirements

OS -

CPU -

Memory -

Storage -

Internet speed -

All the problems you're having seem to point to issues with your laptops as we can't replicate the problems on our end using our Mac/Windows/Linux machines.

both Macs are on high Sierra 10.13.6

the main laptop is MacBook Pro 15inch early 2011, 2.3ghz core i7, 8gb memory, 500gb SSD, open speed internet

the second laptop is MacBook Pro 13inch mid 2012, 2.9ghz core i7,8gb memory, 750gb disk, open speed internet

Those specs are fine, no reason MIXO shouldn't work.

What is your internet upload and download speed?

You can do a test by Googling 'internet speed test' and there should be a feature like this:

https://monosnap.com/file/yeEgbeNa0GdTaMP7LAGxpfyT7Kndwx

download speed 13mbps, upload speed 780kbps

Thanks Fady,

Those speeds are quite slow, but with enough patience it should still work fine.

Both laptops should be syncing together, but as they are not all we can suggest is you reset both computers, wipe your MIXO folder from cloud storage and delete both MIXO App Data folders then start again.

I appreciate how much testing you've done, so this might be a bit much to ask, but it's all we can suggest as there is no reason the sync between the 2 laptops should not be working.

If you're happy to I will reset your user, then you can follow these steps again:

https://support.mixo.dj/guide/reset-mixo-account

But after point 4, be sure to close MIXO on both and delete the App Data folder from both Laptops.

Then you can login to MIXO on your main laptop, connect your cloud again, import 5 or so tracks, and then once import/upload completes, login to MIXO on your 2nd laptop and watch it sync.

the sync between the 2 laptops works but the main laptop when it made the sync it shows 0 tracks because the second laptop is 0 tracks

when I add a track on main laptop or on the second laptop the sync work normally, the problem still with the nml files

OK great, so we've confirmed that MIXO is working, sync is working and your 2nd laptop is working.

Now lets try out the NML import!

At this point I'll ask Jon to step in and support you.

Thanks Fady, he'll put a message on here soon...

Hi Fady,

Let's start from the beginning with the NML file:

1. On your main laptop, check that Traktor Pro 3 is on the latest version which is 3.4.2

2. Right click on your collection and select export collection

3. Make sure 'Copy tracks to destination' is unticked (not blue) and save it in a location without other NML files

4. Open MIXO and go to Settings > Import > Traktor

5. Select Change File Location and go to where you saved the exported NML file and select that

6. Click Import Traktor

It should start importing the tracks, if it doesn't please upload your NML file here.

Thanks, Fady!

Jon

hi jon,i tried a small folder from nml files it is still preparing,it didn't import

Hey Fady

Thanks for sending over the NML!

We've tested here on a similar Macbook to yours and it does sit on "Preparing" for a while, but eventually gets to analysing.

Can you test importing again and leave it for 10-15 minutes and see if it gets any further.

Let us know how you get on.

ok I start it now

hi Olivia, it still preparing

Thanks for testing that again.

Can you send us a screenshot of when it gets stuck so we can understand what you're seeing better?

We're having trouble replicating this, but we think it could be fixed in the next version.

I've created an idea to keep you updated:

https://support.mixo.dj/t/3179-nml-import-stuck-on-preparing

We are releasing an update in the next week or 2 so I'd recommend waiting for that and then test your NML file again.

Thanks for all your testing so far!

ok I will wait, thank you

Hey Fady,

We released v0.30 recently. If you get a chance, please let us know if you've had any luck.

Thanks,

Jon

hi jon,i tried it, the problem still happening, no import nml files

Hi Fady,

I'm really sorry it still isn't working for you.

If possible, could you please record a video of you exporting your nml from Traktor and importing into MIXO? You can do this with screen recorders like OBS or Monosnap, however the video file will likely be too large for the forum so please email it to us at team@mixo.dj.

Make sure any sensitive information is not on your screen when recording.

This will hopefully show us exactly when things are stopping within MIXO during the import process. This is something we do a lot internally when testing so would be very helpful.

Thanks, Fady.

Let me know how you get on.

Jon

hi jon,i have sent the video, tell me please if you received it

Hey Fady,

Thanks for doing that, it hasn't come through unfortunately, you could also try sending it to us through WeTransfer:

https://wetransfer.com/

It may also just be taking a little while to come through, was it a large file?

Jon

34.5 MB, i am sending it through wetransfer

check please if received

Hi Fady,

That came through, thanks for doing that.

From the looks of what you are doing, there should be nothing wrong with the import.

You're also not getting any errors which suggests to me that it is probably doing something behind the scenes. I assume you have already tried leaving it on for a few hours to see if it imports? If not give that a go.

We will look into this further and get back to you as soon as possible.

Thanks for your patience with this, Fady!

Jon

hi,yes i tried it before for a longer time and did not start importing

hi jon,i tried the new update 0.31,when i import a nml folder it says no tracks where imported, empty data base, then i see the folder in the tree view but with 0 tracks

hi jon,i tried the update 0.34 on the 2 MacBooks,the problem still happening on my main laptop

Hey Fady!

Really sorry to hear that!

The only thing I can suggest is trying the previous steps like resetting locally and deleting the MIXO AppData which you can access via Settings > Debug > AppData

Thanks,

Jon

Hey Fady,

Sorry about the issues you're having once again.

We've exhausted all known testing options with your account in the past so there is not much more we can suggest at this point.

The devices you're using, the internet speeds you have and the account you've signed up with should all work fine, but something specific to you is breaking/causing issues.

We've not been able to replicate what you're seeing and no other MIXO users are experiencing the same problems.

All we can suggest is that you reset everything, start from scratch and see if v0.34 works.

Sorry we can't be of more help Fady, but keep an eye on our future releases and keep checking them on your devices as MIXO is only getting better and better each release.