AltaUserPoints does not synchronize user

Hi, I installed AltaUserPoints 1.1.13 on joomla 3.9.0. except for the settings but when I synchronize users it gets processing, processing and processing p and does not synchronize.

I already uninstalled and deleted the table of the altausepoints but nothing changes.
It seems that there is some problem with accessing the component's sync script file.
see the image:


I have no idea how to solve it, could you help me?

Hello
This mostly happens, when a user is missing or duplicate in the AUP table users table. Uninstall AUP. Remove all alphauserpoints related table in PHPMYADMIN and reinstall.

Hi, Thank you for the quick response.

I already did this but it did not work.

Is there anything else I can do?

ps: I did not find the users in any alphauserpoints table to see if it was duplicated

in localhost the synchronization worked, but in the site in servisor did not give, can this have any relation to the error?