Right in front of my eyes - Note closes and goes missing

[Riptide360 7]

Wow - wouldn't have believed it if I hadn't seen it with my own eyes.

Yesterday I went to start a note on my iOS Evernote. Got interrupted so left it as a blank untitled note.

Today I log into Evernote on my Mac, see the untitled note and as I'm drinking my coffee get to work writing out my thoughts.

Fast forward an hour later I'm wrapping up the note on my Mac Evernote client. I've changed it from untitled to give it a name. It only has text content. I go to look at something on my iPhone and when I look up my note window is missing (like I had closed it). Evernote is still running. Two other notes I had open are still there. I goto view all notes and it isn't there. I search for it and it isn't there. I check the web and iPhone app clients and it isn't there.

My account is plus member. I'm at 68% of my monthly storage - 700mb of my 1GB used. My 1GB resets tomorrow. My renewal date recently happened (expires March 6, 2019).

Looking at my log file (1st time: Help Menu, Activity Log...) I'm blown away at how many entries there are for today.

you don't have a find option so I end up sifting through this 23mb text file and I do find the last mention of it (copy/pasted below). Note is titled - App: Alpha & Omega Daily Planning Account

Anything you can do on your end to recover my note?

Thanks! - Stephen

2018/04/05 10:13:18:032 I|*   18928 -[ENSyncEngine _syncStarted] | Sync started.
2018/04/05 10:13:18:032 I|*   18928 -[ENSyncEngine syncIgnoringNetworkPreference:forcingAuthRefresh:localChangeIds:accountIds:syncDelegate:completion:]_block_invoke | Contacting Evernote server...
2018/04/05 10:13:18:033 I|*   18928 -[ENSyncEngine _synchronizeAccountsWithIds:processServerChanges:processLocalChanges:] | Synchronizing personal account...
2018/04/05 10:13:18:081 I|*   18928 -[ENSyncEngine serverSyncState]_block_invoke | sessionCount=0
2018/04/05 10:13:18:121 I|*   18928 -[ENSyncEngine isFullSyncRequiredWithServerWithServerSyncState:] |   current update count: 205502
2018/04/05 10:13:18:121 I|*   18932 -[ENSyncEngine(ChunkDownloader) syncChunkDownloaderWithFullSyncAtUSN:incrementalSyncAtUSN:chunkSize:] | incrementalSyncAtUSN=205502, fullSyncAtUSN=205502
2018/04/05 10:13:18:121 I|*   18932 -[ENSyncEngine(ChunkDownloader) getSyncChunkAfterUSN:fullSyncOnly:chunkSize:isBackground:] |  current USN 205502 full sync 0
2018/04/05 10:13:18:121 I|*   18932 -[ENSyncEngine(ChunkDownloader) serverSyncChunkWithFilter:usn:chunkSize:sessionIdentifier:] | <EDAMSyncChunkFilter: 0x600000179140; includeNotes = 1; includeNoteResources = 1; includeNoteAttributes = 1; includeNotebooks = 1; includeTags = 1; includeSearches = 1; includeResources = 1; includeLinkedNotebooks = 1; includeExpunged = 1; includeNoteApplicationDataFullMap = 1; includeResourceApplicationDataFullMap = 1; includeNoteResourceApplicationDataFullMap = 1; includePreferences = 1; includeSharedNotes = 1; includeNotesSharedWithMe = (null); includeLinkedAccounts = (null); omitSharedNotebooks = (null); requireNoteContentClass = (null); notebookGuids = (null); inAccountUserId = (null); includeWorkspaces = 1; includeWorkspacesContent = 1; workspaceGuids = (null);>
2018/04/05 10:13:18:167 I|*   18932 -[ENSyncEngine(ChunkDownloader) syncChunkDownloaderWithFullSyncAtUSN:incrementalSyncAtUSN:chunkSize:] | Downloaded sync chunk (currentUSN=205502, chunkHighUSN=205503, updateCount=205503, chunkSize=1)
2018/04/05 10:13:18:167 I|*   18928 -[ENSyncEngine(Notes) expungeNotesWithGUIDsIn:] | Expunging 1 notes
2018/04/05 10:13:18:168 I|*   18928 -[ENCoreDataLocalStore expungeObjects:] | Deleting local object <ENMacNoteMO 0x6300003a4c20> MOID:0x28bc0006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2607> GUID:b729f54c-50be-447d-b760-2db20cf8f78b Title:App: Alpha & Omega Daily Planning Account:(null) USN:205502 Hash:<dbcfb1d5 c85ec022 d13c13d6 95656036> Length:4370
2018/04/05 10:13:18:221 I|*   18928 -[ENSpotlightIndexer rebuildDirectoryIfNecessary:didRebuild:] | Spotlight Indexer: directory needs to be rebuilt: (null)
2018/04/05 10:13:18:221 E|*** 18928 +[ENFileUtils createDirectoryIfNecessary:] | Can't create a nil directory!
2018/04/05 10:13:18:221 E|*** 18928 -[ENSpotlightIndexer rebuildDirectoryIfNecessary:didRebuild:] | Spotlight Indexer: directory could not be built: (null)
2018/04/05 10:13:18:278 W|**  main  -[ENNoteEditorNoteLockController resetLocking] | NoteLockCat note does not use locks!!!  <ENMacNoteMO 0x6080001bee60> MOID:0x28bc0006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2607> GUID:b729f54c-50be-447d-b760-2db20cf8f78b Title:App: Alpha & Omega Daily Planning Account:(null) USN:205502 Hash:<dbcfb1d5 c85ec022 d13c13d6 95656036> Length:4370
2018/04/05 10:13:18:283 I|*   main  -[ENCommonEditorWebView updateEditabilityOfContent:] | Set active: content=0
2018/04/05 10:13:18:284 W|**  main  -[ENNoteEditorNoteLockController resetLocking] | NoteLockCat note does not use locks!!!  <ENMacNoteMO 0x6080001bee60> MOID:0x28bc0006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2607> GUID:b729f54c-50be-447d-b760-2db20cf8f78b Title:App: Alpha & Omega Daily Planning Account:(null) USN:205502 Hash:<dbcfb1d5 c85ec022 d13c13d6 95656036> Length:4370
2018/04/05 10:13:18:286 I|*   main  -[ENCommonEditorWebView updateEditabilityOfContent:] | Set active: content=0
2018/04/05 10:13:18:364 I|*   main  -[ENCommonEditorWebView closeNote:] | Close note <ENMacNoteMO 0x6080001bee60> MOID:0x28bc0006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2607> GUID:b729f54c-50be-447d-b760-2db20cf8f78b Title:App: Alpha & Omega Daily Planning Account:(null) USN:205502 Hash:<dbcfb1d5 c85ec022 d13c13d6 95656036> Length:4370
2018/04/05 10:13:18:425 I|*   main  -[ENCommonEditorWebView closeNote:] | Close note (null)
2018/04/05 10:13:18:425 I|*   main  -[ENCommonEditorWebView openNote:] | Prepare note view for: dirty=0 usn=205209 | <ENMacNoteMO 0x6080001bc8c0> MOID:0x28b80006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2606> GUID:63665c1d-3fbe-42d4-aaeb-a3e4b7cda751 Title:Obon: 2018 Account:(null) USN:205209 Hash:<0c30b452 217841fa f0740998 0c0ea85f> Length:737 <ENCommonEditorWebView: 0x7fc8aad939e0>
2018/04/05 10:13:18:426 I|*   main  -[ENCommonEditorWebView openNote:] | Loading web view frame from URL evernotecid://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/wwwevernotecom/7812364/ENNote/p2606 <ENCommonEditorWebView: 0x7fc8aad939e0>
2018/04/05 10:13:18:426 I|*   main  -[ENCommonEditorWebView updateViewFromNoteContent] | Prepare loading note content, dirty=0 usn=205209 <ENCommonEditorWebView: 0x7fc8aad939e0> <ENMacNoteMO 0x6080001bc8c0> MOID:0x28b80006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2606> GUID:63665c1d-3fbe-42d4-aaeb-a3e4b7cda751 Title:Obon: 2018 Account:(null) USN:205209 Hash:<0c30b452 217841fa f0740998 0c0ea85f> Length:737
2018/04/05 10:13:18:442 I|*   main  -[ENCommonEditorWebView closeNote:] | Close note <ENMacNoteMO 0x6080001bee60> MOID:0x28bc0006b <x-coredata://69CAD8A5-F8A8-47D4-8786-47C09F1938D7/ENNote/p2607> GUID:b729f54c-50be-447d-b760-2db20cf8f78b Title:App: Alpha & Omega Daily Planning Account:(null) USN:205502 Hash:<dbcfb1d5 c85ec022 d13c13d6 95656036> Length:4370
2018/04/05 10:13:18:487 W|**  main  -[ENNoteEditorViewController tearDown] | Already torn down!
2018/04/05 10:13:18:783 I|*   18928 -[ENSyncEngine postProcessChunk:withIncrementalSyncUSN:] | processed sync chunk with high USN 205503 account at USN 205503 and incremental USN 205502

[gazumped 11,645]

Hi.  This is a (mainly) user supported forum,  so we don't have access to any server-side backups.  To report this to Evernote Support,  contact them on https://www.evernote.com/SupportLogin.action if you're a subscriber,  Twitter - https://twitter.com/evernotehelps if not. 

Your best shot may be checking the Note History of that particular note - it's a paid-for feature but even if you only gain access for a short time you should recover some information.

The issue here was (I think) having two copies of the same note open on different devices.  When the device with no content synced automatically,  it overwrote the version that you had (hopefully) synced from the other.  Best advice - close down one version of a note if you want to edit it elsewhere.

[Riptide360 7]

Hi Super Guru,

The note history isn't available for missing notes. It seems to be only an option for notes that still exist.

Weird how Evernote deleted the note without keeping it in the trash. Maybe it has to do with the 2 devices and having it start as an empty untitled note.

I appreciate the reply. I hope Evernote compensates you for your time!

I doubt I'll hear from support. Past support tickets get ignored and when I take to Twitter I get the response that they've made it a priority ticket but it disappears into the black hole where my note probably went as well!  I have a feeling with the last VC funding being back in 2014 that Chris O'Neil has his hands full cutting expenses and trying to find a road to profitability. Sadly that usually means outsourcing & downsizing support.

I did get an automated reply a day later. They mention that if you need help right away to use the forums!

**This is an automated reply.**

Thank you for contacting Evernote Support.

This is an automated reply to let you know we’ve received your request and you’ll be hearing from us soon.

Need help right away? Check out these resources:

- Evernote Help & Learning - https://help.evernote.com
- Evernote Getting Started Guides - https://help.evernote.com/hc/categories/200198557
- Evernote Discussion Forums - https://discussion.evernote.com

[Riptide360 7]

At the end of Day 9 with no response to Evernote as a paid plus customer.

I did get a couple of marketing notes for Evernote Team with Spaces! and offers to upgrade to Evernote Business.

Needless to say I encourage folks who haven't done recent export backups of their data to take the time to do so. If Evernote goes under you don't want to wait until then!  if you run into problems getting your data out, try smaller batches, or if you get errors on specific notes I've gone ahead and chose the duplicate note, and then deleted the older one and was able to work around a host of export html and XML problems.

Best of luck!

[gazumped 11,645]

14 hours ago, Riptide360 said:

If Evernote goes under

I appreciate you're frustrated,  but you hit on the correct strategy to keep a local backup.  I do so with my Windows and Android set-up.  It's my data,  so I don't want to rely on some anonymous server-farm to keep it safe for me.  In the event I "lose" a note completely I can get it - or a recent version - back from my backup files.

In the highly unlikely event that Evernote does stop operating (they have over 200M users,  so it would require an earth-shattering event) you can bet that every other note-taking operation would produce a way to read Evernote files into their own architecture for users wanting to migrate.  There should never be any chance of losing data that way.

Not defending the slow response,  but many Evernote users just had a small meltdown over the Chrome browser clipper,  so I'd suspect that Support is avalanched with complaints about that and other ongoing issues - 9 or 10 days might be where they are right now for responses.  They will get back to you,  and your ticket number holds your place in the queue.

[Riptide360 7]

April 15 - Got an email from Olive!

Granted it is a boiler plate template response just asking for the log file, but hey it is a start. Olive's tag says customer support hours are Sun-Thurs 6:30AM-3PM. Unsure if that is Evernote's hours, or just this customer support person's working hours. Hope that is helpful for anyone else waiting for help. 

[Riptide360 7]

April 19 - Got a response asking for the log file from my iPhone and letting me know they were going to escalate it to a technical support specialist. 

[Riptide360 7]

April 22 - Happy Earth Day. Got a response saying that my support ticket has now been transferred from Customer Service to Technical Support with a note saying they'll reply after they've had an opportunity to review the information I've provided.  - Stay Tuned...

[Riptide360 7]

April 23 - 

Here's an update from Nick in Evernote TS (M-F 9:30-6:30 CST)

"Since this note was synced to your Mac at one point, it's possible that it's still in your Mac's database folder. What I would like to do is have you check a folder in your Mac that stores recently deleted notes as a measure to try restoring this note.

1. Open Evernote
2. Hold down the 'Option' key
3. In the menu bar, select Help > Troubleshooting > Open Database Folder
4. Locate the 'Purgatory' folder and double click to open it
5. Click on 'Date Modified' to sort the most recent changes to the top of the list
6. Open the first folder, it will be a mix of capital letters and number
7. Click on the 'content.enml' file and copy it to your desktop
8. Rename the 'content.enml' file to 'content.html'
9. Double click on the 'content.html' file to open it in your web browser.
10. You should now see the content of that one note.

You can repeat this process for the most recent notes in purgatory in an attempt to find the one you are looking for. This isn't a sure thing, but it's worth checking."

 

>>Sun April 29, 2018 - HAPPY OUTCOME

I've been using my free time to follow these steps. I have about 20 folders all marked April 5th. Finally got to the last folder today and voilå! Happy as a clam at high tide!

Annoyed that it took this long, but grateful to have a happy solution. - Thank you Nick L.

Hopefully if anyone else has an evernote disappear on them that the steps above might be helpful to them as well.