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notes missing after password reset


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32 replies to this topic

#1 joanlvh

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Posted 02 March 2013 - 10:03 PM

after following password reset instructions today from Evernote, all my old notes are gone, How can I retrieve them.   thank you  joanlvh



#2 RamGonzalez

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Posted 03 March 2013 - 01:20 AM

I too am missing notes that I created on my mobile, but are not showing up when I sign in on a pc.  I've tried syncing both and restarting.  Nothing visible.  I am guessing this is related to the password event, but that is just a gut feel.  Did your notes ever show up?



#3 jtzc

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Posted 03 March 2013 - 01:53 AM

my mum's account is now missing after this incident.

She was logging in fine yesterday and tonight it says her username/email cannot be found. 

Not too happy



#4 joanlvh

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Posted 03 March 2013 - 04:01 AM

Ram, none of my notes have shown up, before I reset the password they were all there. I have written several emails to support
but have not heard a word.

#5 RamGonzalez

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Posted 03 March 2013 - 04:30 AM

Joan, so sorry to hear that!  Unfortunately, this event may be bigger than what has been released to the media.  Stay positive, hopefully they can get this resolved for you!



#6 jefito

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Posted 03 March 2013 - 05:03 AM

Support is generally not available on weekends; admittedly they may be on duty this weekend, but as you might guess, are probably pretty busy.

 

So the questions that I have are:

* Were the notes on your mobile device (iOs? Android?) previously viewable on your PC? That is: were you successfully syncing your mobile device? If not, then your notes are probably gone.

* Can you see the notes using the Evernote web client? If so, then the notes are up there on the server, and it's some sort of sync problem, possibly related to the password reset, but they're safe at least.


~Jeff
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#7 VictoRodrigues

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Posted 03 March 2013 - 09:43 AM

I also have a similar problem. It had been long time before I had to log in, and I used to make notes offline and sync when I am home. well, today it asked me to log in, and I forgot the password, so I reset it, then,  all my notes for the past week (I guess they were not synced) are missing. I need them desperately. please anyone help me.

  1. are the notes made offline, stored in the ipad somewhere?
  2. Can they be retrieved? how?

Please assist me.



#8 Soprano

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Posted 03 March 2013 - 10:12 AM

I lost forever all my notes still not syncronized... evernote is dead for me now. Searching a way to delete my account, but cannot find it.



#9 joanlvh

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Posted 03 March 2013 - 02:47 PM

Jefito, I sync Evernote on a mc an iPad and an iPhone, I had seen them alland used them on Fri, when I followed password instructions they disappeared, my web client does not show them . Now I just see a new page with a note from Evernote only.

I still have heard nothing from my several emails to Evernote amd like Soprano really depended on Evernote for the notes content.

#10 heather

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Posted 03 March 2013 - 04:11 PM

There are two main causes for not seeing your notes.


Many users have inadvertently created multiple accounts. One is attached to their common email address, and another has their common username. Please try the following steps to see if this may be your issue:


  1. Login to your account at Evernote Web (https://www.evernote.com/Login.action) with your username and password.
  2. Check to see if your notes are there. If they are not, please continue to step 3.
    • Once inside your account, we strongly urge you to review the email address we have on file for you at: https://www.evernote...Settings.action
      This will ensure that your account email address is current and correct.
  3. Logout of this account.
  4. Login to your account at Evernote Web (https://www.evernote.com/Login.action) with your email address and password. (If different from what you have seen at the PersonalSettings page.)
  5. Check to see if your notes are there.

Additionally, if you have received more than one email notice from team@email.evernote.com notifying you of the Security update, check to see what email addresses they were sent to. Try logging into Evernote with these email addresses, as these are all accounts we have on file for you.

 

You can repeat steps 4 and 5 with any email address that you may have, or ever may have used (even if you no longer have access to it, like a previous work email.) If you know the current password to your account, you should be able to login successfully.

 

The second most common issue is that on certain devices, once you have successfully logged in with your new account information, Evernote must resync your data from our server. This is a security precaution to ensure that your data will only be accessible by you.


In performing the first step (logging into your account on Evernote Web), you can ensure that your notes are on our server, and wait as they download to your machine. Depending on the size of your device, this can take some time.


If you are still unable to find your notes, please do not hesitate to contact Support via the link in my signature so that we can assist you. We are dealing with a backlog right now so there may be longer wait than usual for Free users as we must assist all Premium and Business users first. We will be working increased hours to ensure we meet our one business day response time for our Premium and Business customers.


Check out our Knowledgebase | View our User Manuals here: Mac or Windows or iOS or Android | Check out the Getting Started Guide | Still need help? Submit a support request here.


#11 VictoRodrigues

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Posted 03 March 2013 - 07:21 PM

There are two main causes for not seeing your notes.


Many users have inadvertently created multiple accounts. One is attached to their common email address, and another has their common username. Please try the following steps to see if this may be your issue:


  1. Login to your account at Evernote Web (https://www.evernote.com/Login.action) with your username and password.
  2. Check to see if your notes are there. If they are not, please continue to step 3.
    • Once inside your account, we strongly urge you to review the email address we have on file for you at: https://www.evernote...Settings.action
      This will ensure that your account email address is current and correct.
  3. Logout of this account.
  4. Login to your account at Evernote Web (https://www.evernote.com/Login.action) with your email address and password. (If different from what you have seen at the PersonalSettings page.)
  5. Check to see if your notes are there.

Additionally, if you have received more than one email notice from team@email.evernote.com notifying you of the Security update, check to see what email addresses they were sent to. Try logging into Evernote with these email addresses, as these are all accounts we have on file for you.

 

You can repeat steps 4 and 5 with any email address that you may have, or ever may have used (even if you no longer have access to it, like a previous work email.) If you know the current password to your account, you should be able to login successfully.

 

The second most common issue is that on certain devices, once you have successfully logged in with your new account information, Evernote must resync your data from our server. This is a security precaution to ensure that your data will only be accessible by you.


In performing the first step (logging into your account on Evernote Web), you can ensure that your notes are on our server, and wait as they download to your machine. Depending on the size of your device, this can take some time.


If you are still unable to find your notes, please do not hesitate to contact Support via the link in my signature so that we can assist you. We are dealing with a backlog right now so there may be longer wait than usual for Free users as we must assist all Premium and Business users first. We will be working increased hours to ensure we meet our one business day response time for our Premium and Business customers.

I tried what your advised, no sucess, login in with my username or my email gives me exactly the same files. anything from last week is not there, please assist as soon as you can.



#12 manhattanoc

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Posted 04 March 2013 - 07:45 PM

I found that this fixed my issue, however, I needed to login with both user name and email on my original posting device - ipad and then all my notes showed up.  I then synced with the account that had the notes and all notes showed up on all devices.



#13 Jason Brown

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Posted 04 March 2013 - 09:23 PM

Just want to say, this post SAVED ME! Thanks for the informative instructions on username vs email login. You should pin this to make it really easy for people to see, because with the password reset, I think a lot of people will be in the same boat.

 

Thanks again!!



#14 parf

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Posted 05 March 2013 - 05:29 AM

There are hundreds of similar complains on ru-support forum.  It seems that lots of people use Evernote without registration -> never syncronized their notes and lost everything. 



#15 JonathanM

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Posted 05 March 2013 - 06:17 AM

I'm currently a Premium subscriber who appears to have lost a whole days worth of notes and associated photos.  My iPhone wasn't set to sync over 3G and when I returned home the following day Evernote popped up asking me to reset my password and without any change or warning it's deleted all unsynchronised notes in my device. 

 

The support team are trying various things (including checking via iphoneexplorer) but I'm not having any luck and getting very worried these notes and images are gone :-(



#16 joanlvh

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Posted 05 March 2013 - 08:01 AM

I have Evernote set to auto sync, so do not believe lack of synchronizing caused my problem. Thanks

Manhattanoc, u mention that u solved your problem by signing in with your users name and your email address, how do you do that, type both of those into the first slot do "sign in"
Thank u

#17 pissedoff

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Posted 05 March 2013 - 05:00 PM

I have lost everything through this password reset - notes of training sessions that will not be repeated and are very important to me etc. Has anyone got recommendations for an altnatice to Evernote - I can't trust them now?

#18 BurgersNFries

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Posted 05 March 2013 - 05:09 PM

I have lost everything through this password reset - notes of training sessions that will not be repeated and are very important to me etc. Has anyone got recommendations for an altnatice to Evernote - I can't trust them now?

 

Did you sync all these important notes to the EN server?  If so they should be there.  Did you read Heather's post earlier in this thread?


I'm not affiliated with Evernote. Evernote is an integral part of my life.

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#19 leexgx

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Posted 06 March 2013 - 12:43 AM

i only set-up an account so next time they get hacked see if they can brake my password  :) as its likely it will happen again and due to using MD5 + other poor security on the Andorid app side (http://arstechnica.c...counts-at-risk/) < note that link is bit technical but you get the point>your password are just like  been stored in plain text (not really plain text but 90% of the passwords have probably been broken in the first 1-3 hours so if you have used the same password els where like your Email then you should change it

 

if you use google or yahoo enable 2 factor login, on yahoo disable the use of security question as an second factor login(same page as enabling it) and on google and yahoo you should treat your security answers the Same as the password (so do not use the colour RED as an answer)

 

maybe upgrade your password hashing to scrypt best due to very hard for GPU to crack (make sure you limit the amount of login trys as scrpt can DDoS the login server but so can any hash function if set to 0.25-0.5 seconds), PBKDF2 with SHA256 option selected is still very good but you need to have the Rounds set very high, the use of MD5 is Very poor in this day and age more so with what is stored on Evernote please upgrade and port each user over to the new system (norm you would do it on Next login to move them automatically over to the new hash function)



#20 gymnast1

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Posted 06 March 2013 - 05:37 PM

I too lost all of my notes after the password reset. I tried the remedies from Heather's post with no success.

I have a trouble ticket (16051-251531) and have heard nothing. These notes are critical.

Is it possible to restore things from one of the daily server backups that I am sure is done by Evernote? Is it possible to roll my account back to a day when the notes were present?

Thanks in advance for any assistance.




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