Level 1

41 points

Summary of Issues: MDCrashReportTool, Backup, Sync, Preparing to Sync

Disclaimer: This summarization is sourced from multiple community threads. By no means am I claiming this summary is all encompassing nor am I claiming to be a subject matter expert. Not everyone is having the same experience. Let's see how it goes anyway. Hopefully you will find it helpful.

What is the issue?

Data sync error details are collected and reported to Apple by an automated tool (MDCrashReportTool) which is known to sometimes stall, never giving control back to the parent process.

Is this a new issue?

No. MDCrashReportTool has been in existence since at least July, 2008 and the "stalling issue" has existed since 2009 and perhaps prior.

Is Apple actively working to resolve?

Only Apple can answer the question. Apple has acknowledged awareness of the issue but defects unresolved for so long are not likely to be resolved anytime soon, if at all.

Does this issue impact both Apple and Windows users?

Yes. Sync processing can be initiated via the Finder app for Apple users with current macOS software or from iTunes for Windows users and Apple users on older versions of macOS.

Are all users having this issue?

No. Devices synched using iCloud do not seem to be experiencing the issue. Users that sync data between devices initiated from the Finder or iTunes apps may experience the stalling issue.

Is this an Apple Watch issue?

No. Users both with and without an Apple Watch report experiencing a sync stalling issue so this is not exclusive to Apple Watch users.

Is this a cable issue?

No. Regardless of whether the device is wired or wirelessly connected, the sync process may fail/stall. One difference is a wire connected device that has failed to sync, if disconnected and reconnected while the "automatic sync when connected" setting is on will immediately attempt to continue where it last failed. With this setting turned off, and the setting for "show this iPhone when on WiFi" is set to "on", a sync will only begin if clicking the SYNC button and it will start fresh instead of where it last stalled. This will not guarantee a successful sync but does illustrate this is not a cable issue.

A stalled sync may complete after a force quit of MDCrashReportTool. How?

MAC computer: open the Activity Monitor found in the Applications/Utilities folder. In the app, search for MDCrashReportingTool. Highlight the process name and click the ⓧ icon. Select Force Quit from the popup menu.

Win computer: start the Task Manager. In Details, find NDCrashReportTool (may need to expand iTunes to see it). End NDCrashReportTool.

Is force quitting MDCrashReportTool a recent discovery?

No. Using this method has been around since release iOS 5. Also, there is a January, 2008 thread in the Apple Community (Title: Can't sync music) that mentions MDCrashReportTool.

Is force quitting MDCrashReportTool a fix or solution?

No. While this will allow the Sync to complete, no software is modified to correct the root cause. Until then, for every stall, a force quit is need to complete the sync.

Is there a way to automate the process so sync does not stall?

Yes. One way is to rename the MDCrashReportTool file extension so the process cannot be executed. Alternately, one might replace the file with a same named file that does nothing but return control to the parent process. Instructions are not included here as steps are dependent on the operating system and for iTunes users, whether the app is installed locally.

Is there a negative result in causing MDCrashReportTool to quit?

Yes/No. MDCrashReportTool automates error reporting. Prior to this tool development, the user would have to manually find, extract and publish error details to file a ticket with Apple. Quitting the tool puts error reporting responsibility on the user, likely resulting in fewer reports going to Apple.

Note: Running a "backup" is a five step process of which step 3 of 5 is "Preparing to Sync". A force quit of MDCrashReportTool will cause step 3 to complete in a flash but in testing, it appears steps 4 and 5 do not run. This leaves an open question of whether the resulting backup is complete. Apple may need to provide an answer.

What has not been addressed above:

(1) Effect of modifying settings for what is included in a sync

(2) How to identify file(s) the sync could not process, if any

(3) Does cancelling MDCrashReportTool leave behind log files that are never deleted?

(4) Instructions for renaming MDCrashReportTool

(5) For a stalled SYNC, any data not moved from iPhone to computer and/or computer to iPhone

(6) For BACKUP, the data result restoring an iPhone from a backup that previously stalled

-R.

Posted on Dec 20, 2023 12:56 PM

Top-ranking reply

Ron_NJ Author

Level 1

41 points

Posted on Dec 31, 2023 8:32 AM

TerPri wrote:

I am able to navigateto MDCrashReportTool but am unable to rename it. Can anyone provide directions on how to accomplish this?

thanks

TerPri, if you are trying to rename the tool via the Activity Monitor, that is definitely not the way to do so.

You will need to navigate to the file using Finder (assuming you are on a Mac) as follows:

/Library/Apple/System/Library/PrivateFrameworks/MobileDevice.framework/Versions/A/AppleMobileDeviceHelper.app

Right click on AppleMobileDeviceHelper.app and select "Show Package Contents" followed by /Contents/Resources/MDCrashReportTool

From there you should be able to rename the tool if you are signed into your computer with admin rights.

Good luck

-R.

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82 replies

Ron_NJ Author

Level 1

41 points

Jan 21, 2024 7:52 AM in response to Northern-Survivor

Northern-Survivor wrote:

This thing is data driven which is why everyone’s experience of it is slightly different, and there’s no universal workaround that works for everybody .

Hey Northern-Survivor! Great post. I wholeheartedly agree with you that this is (partially) data driven.

In a reply to fantaisie-impromptu on December 26th in the iPhone 15 Plus stuck in “Preparing To Sync" thread, I posted that there are really two issues at work, not one. The first issue is the sync process not being able to justify file differences between devices and the second issue is the crash reporting process that cannot collect and report the error back to the Apple Development Team.

It is this second issue that is getting all of the attention in these message threads when in fact, the sync failure is more critical. I say this because I believe the failure to properly complete a sync could leave user files in an undesirable state whereas the reporting tool stalling is more an annoyance. I could be wrong but this is my opinion.

Time permitting, I may try syncing in safe mode and if I do, I'll be sure to post my findings/results.

Many thanks for your efforts and for posting your results.

-R.

Jan 27, 2024 2:40 PM in response to Northern-Survivor

Some good news, I figured out how to my tickets reenabled. Total shot in the dark but I reset the network settings.

Maybe that fixes the sync issue as well. Fingers crossed. 🤞

Thanks again for your response. Even if you weren’t able to provide assistance, still appreciated your time and understanding.

Dec 25, 2023 12:52 PM in response to Ron_NJ

I read Barry’s problem the other way round. The sync will remove events etc from the Mac

but as always I could be wrong.

I think we’ve gotten used to thinking of sync as a copy . e.g. copying music from computer to phone, which is where many users see the “stall” problem. But it is a true sync and can have unpredictable consequences.

Brings back memories of the SyncServices folder. (Over 10 years ago?). I think the advice from Apple at the time was “… you should stay away from SyncServices as if it were a swarm of bees…”

Ron_NJ Author

Level 1

41 points

Dec 25, 2023 2:16 PM in response to Northern-Survivor

Northern-Survivor wrote:

I read Barry’s problem the other way round. The sync will remove events etc from the Mac but as always I could be wrong.

I think we’ve gotten used to thinking of sync as a copy . e.g. copying music from computer to phone, which is where many users see the “stall” problem. But it is a true sync and can have unpredictable consequences.

Northern-Survivor, fair point, I could be the one that got it backwards (it's an age thing).

Nevertheless, I believe a sync can happen in either direction. Using music as an example, you purchase it on your mac and sync to your phone or instead, you download to your phone and sync to your computer.

Then there is the scenario where a document that exists on both devices is updated on one and needs to be updated (via sync) on the other.

-R.

Dec 25, 2023 3:01 PM in response to Ron_NJ

Thanks for your replies!

Yes, the alert indicated that the 6k+ events would be removed from my Mac. The target calendar on my IPhone was completely empty (I made it brand new, intending to prevent duplicate events…just in case).

Dec 25, 2023 9:39 PM in response to Barry F-H

Barry F-H wrote:

Thanks for your replies!

Yes, the alert indicated that the 6k+ events would be removed from my Mac. The target calendar on my IPhone was completely empty (I made it brand new, intending to prevent duplicate events…just in case).

https://discussions.apple.com/content/attachment/14ccb5dd-0b4c-47e2-9213-1e6ee5b6a921

So, if the latest update to either calendar (Mac or IPhone) created a blank calendar on the iPhone then (based on my limited knowledge of how sync works) the IPhone will take precedence at the next sync and will create a blank calendar on the Mac.

If you update the Mac calendar by creating a new event then the Mac calendar should take precedence at the next sync. And the sync alert , if it appears, should be different.

Please Note. I’m by no means certain, and as always I could easily be wrong.

rsworden

Level 1

8 points

Dec 26, 2023 12:16 PM in response to Northern-Survivor

You may be on to something with the Apple Watch idea. I do have an AW linked to my iPhone. I *suspect* but can't prove that there are a lot of log files on the iPhone that the sync process is trying to copy to the Mac before it starts copying app files, and it's getting bogged down.

(A few days ago) using Xcode I connected to my iPhone and clicked "Open Recent Logs". I could see a few dozen files, some very current and some from the last few days. I tried cleaning them out (Move to Trash one by one). When I went back to Xcode and went to Open Recent Logs again, the files had come back. I could not figure out where they were coming from. But if the AW is pushing *its* logs to the iPhone, that could explain it. Maybe looking at the log file names could tell us their source.

Dec 26, 2023 12:41 PM in response to Ron_NJ

Ron_NJ wrote:

4. I cannot comment on what happens with an iPad sync (I do not have one) but with an Apple watch, for me, connected turned on, connected turned off, disconnected/deleted from my iPhone 14 are all immaterial to the fact that in all cases, the sync process will stall.

I sincerely wish there's an easy way to verify the completeness of a sync/backup that completed after a restart. I fear too many users (myself included) will unknowingly rely on bad data files when it is most needed.

Hmmm Ron. Re your last point. Me too . Even with good old Time Machine we only really know how good and valid our back ups are when we suddenly need to perform a restore. ‘Twas ever thus.

The Watch connection. Regardless of the current status of the watch; even unpaired , switched off and locked in a drawer, just having one created log and diagnostic data. And I suspect it’s that data that causes a problem not the watch itself.

Again, as always I could be wrong.

TerPri

Level 1

12 points

Dec 31, 2023 9:24 AM in response to TerPri

Thanks Ron

I can get to the MDCrashReportTool by following your directions but still do not know how to rename it. I am the admin and if I get info I can unlock it but still no way to rename. Am I missing something?

how do I give myself permission to change the name

Dec 31, 2023 1:00 PM in response to Ron_NJ

Ron_NJ wrote:

TerPri, do you have a hammer? Just kidding.

-R.

It’s New Year Ron, and that reminds me of the Help Desk that told a user to switch off their computer. The user asked “Do you mean restart?” The HD said “No, turn it off and leave it off”. The user asked “Why? “. HD replied, “You won’t be bothered by any more problems “.

Ron_NJ Author

Level 1

41 points

Dec 31, 2023 1:16 PM in response to Northern Survivor

Northern Survivor wrote:

Ron_NJ wrote:

TerPri, do you have a hammer? Just kidding.

-R.

It’s New Year Ron, and that reminds me of the Help Desk that told a user to switch off their computer. The user asked “Do you mean restart?” The HD said “No, turn it off and leave it off”. The user asked “Why? “. HD replied, “You won’t be bothered by any more problems “.

At least it was not the PEBKAC response (Problem Exists Between Keyboard And Computer).

There's also the "ID 10T error".

Happy New Year, Northern Survivor

TerPri

Level 1

12 points

Jan 2, 2024 2:04 PM in response to SteveSCP

I really do wonder why some can rename this app while others cannot. I have tried everything, but I’ve so far been unsuccessful. I even went in and created a ‘root’ user assuming this would allow total access. Still no success.

Do any of you who have been successful know why you can rename the file, but many of us cannot?

thanks

Jan 5, 2024 4:42 PM in response to TerPri

Same issue here. Drilled into the bottom of the path with no option to change the filename. With any other file all I have to do is select the file, hit Enter [Return] and change the filename. Nope, not this one. Seems to be protected by kryptonite or something. Tried to change permissions, but was presented with "The operation can’t be completed because you don’t have the necessary permission." So, I guess those who are unable to change the filename will need to resort to killing the file in Activity Monitor every time the problem occurs, which for me is every time I try to sync my phone. Thought: I haven't tried this, but has anyone booted in safe mode and a) tried to sync or b) attempted to change the filename? It's possible neither will work, but...

Jan 23, 2024 11:20 PM in response to Ron_NJ

Following the latest updates to Mac OS and iOS, I suspect Apple have reduced the number of occasions where the sync encounters an error. I say that because my “problem smart playlist “ is no longer a problem. The sync copies the 30 minute Tv show episode to my phone music app with no problem.( and the phone will play it) . That in itself is now an untrapped error.

I also think if the sync does encounter an error it will still hang, but I’m just guessing., and it would be great if I was wrong……

Has Apple fixed ‘problem 1’ or ‘ problem 2’ or both, Ron? , Who knows, but I wouldn’t bet money this whole issue has suddenly been completely and absolutely resolved, after all these years.

Let’s see how many users say ‘I’ve still got a problem’

N-S

Jan 27, 2024 12:03 AM in response to Northern-Survivor

First off thanks for responding and seeing my issue as something that fits on this thread.

i think I understood most of what you said. Some of this technical stuff is over my head, which is 100% a me thing. 😀

Over 1000 miles away to get to the nearest Genius Bar…wow. I am really in awe of your ability to suss this out.

At most the closest one to me is 20 minutes away. However if Apple Support doesn’t know squat doubtful someone at the store will know. Always an option though.

Every update seems to create a little new fire, which Apple can’t put out. I’ve been using an iPhone since 2009 and have never experienced so many problems.

Anyway I really truly appreciate your feedback/response.

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Summary of Issues: MDCrashReportTool, Backup, Sync, Preparing to Sync