sfjinteriors 0 Posted September 28, 2016 Share Posted September 28, 2016 My computer updated yesterday and my Evernote account disappeared. I tried logging in and it is treating me like a new client. How do I get my old files back? Link to comment
Level 5* EdH 1,670 Posted September 28, 2016 Level 5* Share Posted September 28, 2016 Just log in. All of your stuff is in the cloud and will sync back down. Link to comment
sfjinteriors 0 Posted September 28, 2016 Author Share Posted September 28, 2016 I thought I had my log-in info and when I logged in it was a blank file. Not sure where to go from here. Link to comment
Level 5* EdH 1,670 Posted September 28, 2016 Level 5* Share Posted September 28, 2016 What do you see when you log into Evernote on the web? Link to comment
sfjinteriors 0 Posted September 28, 2016 Author Share Posted September 28, 2016 Same, I need someone to verify my account info. Link to comment
Level 5* DTLow 5,736 Posted September 28, 2016 Level 5* Share Posted September 28, 2016 10 minutes ago, sfjinteriors said: Same, I need someone to verify my account info. Upgrading a device has no impact to your account. You can log into the web platform (www.evernote.com). The login page has a link for forgotten passwords. Link to comment
Level 5* EdH 1,670 Posted September 28, 2016 Level 5* Share Posted September 28, 2016 10 minutes ago, sfjinteriors said: Same, I need someone to verify my account info. Then contact support. this is a peer to peer support forum. See the link in my sig for official support from Evernote employees. Link to comment
Ex Employees Austin G 527 Posted September 29, 2016 Ex Employees Share Posted September 29, 2016 @sjfontaine It appears that this Evernote account was created today. Try to login using a different email address and see if you can find your previous account. If not, try the steps below. If your app data migrated to WIN 10, then select Tools>Options>Open Database Folder, and view your .exb files. The username for each account that has logged into the app will have its own .exb file. The file is titled [username].exb. Use the username(s) in the title of the .exb file to login to your old account. If the app data wasn't preserved during your upgrade, then the old account's .exb will not be in your database folder. Contact us here: https://www.evernote.com/SupportLogin.action, and we'll follow in a support ticket. Link to comment
sfjinteriors 0 Posted September 29, 2016 Author Share Posted September 29, 2016 Austin, This was helpful but did not solve the problem. When I looked at the files it was the new files from yesterday and nothing from before. Any other thoughts, you seem to be on the right track? Link to comment
Level 5* EdH 1,670 Posted September 29, 2016 Level 5* Share Posted September 29, 2016 4 minutes ago, sfjinteriors said: Austin, This was helpful but did not solve the problem. When I looked at the files it was the new files from yesterday and nothing from before. Any other thoughts, you seem to be on the right track? The issue is you seem to have forgotten your Evernote account info. Is this a new computer? Where was Evernote previously installed? Your username will be the name of the .EXB file. Link to comment
sfjinteriors 0 Posted September 29, 2016 Author Share Posted September 29, 2016 The computer is the same, the difference is the Windows 10 update that seems to have erased the account. My icon was pinned to my taskbar before the update and after I noticed it was missing when I logged in yesterday morning. When I located the icon in my Start Menu, there was a "New!" next to the Evernote icon. I have not needed to use my log-in information as it automatically logged me in each time so I am not confident about the log-in info. Would someone at Evernote be able to help locate the old account info? Link to comment
Level 5* jefito 5,589 Posted September 29, 2016 Level 5* Share Posted September 29, 2016 29 minutes ago, sfjinteriors said: Would someone at Evernote be able to help locate the old account info? Did you: 15 hours ago, Austin G said: If the app data wasn't preserved during your upgrade, then the old account's .exb will not be in your database folder. Contact us here: https://www.evernote.com/SupportLogin.action, and we'll follow in a support ticket. Link to comment
sfjinteriors 0 Posted September 29, 2016 Author Share Posted September 29, 2016 I cannot get out of the support ticket loop. How do I actually submit a ticket? I have attached my log as requested. Evernote_6.2.5.3324_20160929.log Link to comment
Level 5* DTLow 5,736 Posted September 29, 2016 Level 5* Share Posted September 29, 2016 41 minutes ago, sfjinteriors said: I cannot get out of the support ticket loop. How do I actually submit a ticket? I have attached my log as requested. The support ticket creation is a button at the bottom of the support page. It may only be available to paid accounts. This is a user forum; it's not a good place to post activity logs. This isn't really a support ticket issue. You should be looking at the suggestions in this discussion. Link to comment
Ex Employees Austin G 527 Posted September 29, 2016 Ex Employees Share Posted September 29, 2016 @sfjinteriors I've just opened a ticket. Please check your inbox and reply when you get the moment. 3 hours ago, sfjinteriors said: I cannot get out of the support ticket loop. How do I actually submit a ticket? Most issues selected under the "My Account" form will allow you to create a ticket as a basic user. Link to comment
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