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GTKZ

3 DAYS OF CONTENT MISSING! BIG JOB FOR CLIENT! PLEASE HELP ME!!!

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* I've also posted this issue under the Windows forum. Need help asap. On deadline!*

 

I've been working -- editing and writing -- a website for a client of a digital marketing agency a freelance for. I started the note here on July 10. I worked on it until about 12:30 am last night (about 13 hours ago). Went to bed with the note open on tab on my laptop (Dell, Windows 10, Google Chrome, ethernet not wireless), like I always do whenever I'm on a job, which is almost daily -- I don't close the tab. Woke up this morning, did a few things and came back to finish the job. It's GONE.

All I see is a three-day-old version of the Note from last Thursday, when all I had was research material, before I started writing the website. Nothing from Friday or yesterday. It's as though I never worked on it!

I will tell you that there was a micro-second power outage at about 4 am, and that Evernote asked me to log in when I clicked on the tab to resume my work about an hour ago.  I've upgraded my subscription to get in touch with you because your Support directed me to a Community that you state on top of the page that is not working at the moment. I've been unable to get any support because no matter my choice of Support Topics, I have not been allowed to submit a ticket or get in touch with you via email, even though the upgrade I just paid for promised to give me email access to you anytime. I hope you will get this message.

I need support, right now, truly. PLEASE. You must have access to all the notes the system saved since Thursday, including the last one at about 12:30 am today, Sunday.

PLEASE PLEASE HELP ME!!  What I did cannot be redone. I can't recall what I wrote ... the creative stuff. My job with this agency is at stake, not to mention the money this represents. And the agency will lose the client if I don't deliver this copy. PLEASE HELP!!!

K.Z.

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2 hours ago, GTKZ said:

I need support, right now,

This is a user discussion forum   
You can contact Evernote support at https://www.evernote.com/SupportLogin.action

Were you working with the Evernote's Window software, or via the web?

You now have access to the Note History back; check if any versions were saved   
https://help.evernote.com/hc/en-us/articles/208313858-How-to-use-note-history-to-view-older-versions-of-a-note

edit: Moved to the web forum

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1 hour ago, GTKZ said:

* I've also posted this issue under the Windows forum. Need help asap. On deadline!*

 

I've been working -- editing and writing -- a website for a client of a digital marketing agency a freelance for. I started the note here on July 10. I worked on it until about 12:30 am last night (about 13 hours ago). Went to bed with the note open on tab on my laptop (Dell, Windows 10, Google Chrome, ethernet not wireless), like I always do whenever I'm on a job, which is almost daily -- I don't close the tab. Woke up this morning, did a few things and came back to finish the job. It's GONE.

All I see is a three-day-old version of the Note from last Thursday, when all I had was research material, before I started writing the website. Nothing from Friday or yesterday. It's as though I never worked on it!

I will tell you that there was a micro-second power outage at about 4 am, and that Evernote asked me to log in when I clicked on the tab to resume my work about an hour ago.  I've upgraded my subscription to get in touch with you because your Support directed me to a Community that you state on top of the page that is not working at the moment. I've been unable to get any support because no matter my choice of Support Topics, I have not been allowed to submit a ticket or get in touch with you via email, even though the upgrade I just paid for promised to give me email access to you anytime. I hope you will get this message.

I need support, right now, truly. PLEASE. You must have access to all the notes the system saved since Thursday, including the last one at about 12:30 am today, Sunday.

PLEASE PLEASE HELP ME!!  What I did cannot be redone. I can't recall what I wrote ... the creative stuff. My job with this agency is at stake, not to mention the money this represents. And the agency will lose the client if I don't deliver this copy. PLEASE HELP!!!

K.Z.

Responded to your other post.  You only need to post once.

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25 minutes ago, DTLow said:

This is a user discussion forum   
You can contact Evernote support at https://www.evernote.com/SupportLogin.action

Were you working with the Evernote's Window software, or via the web?

You now have access to the Note History back; check if any versions were saved   
https://help.evernote.com/hc/en-us/articles/208313858-How-to-use-note-history-to-view-older-versions-of-a-note

I couldn't contact anyone. The Chat support has been turned off. There is nothing on History

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Your updates may be gone then.  Sorry.  Maybe someone will contact you tomorrow.

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The browser probably did not update the server, which means it stayed in local editing mode.

If nothing reached the server, there may be a chance that a copy of the edit was conserved somewhere in a cache the browser keeps. If that is true, it would probably be discarded when the browser tab, window or the whole browser was closed. The same would probably happen if the PC was shut down.

Since I am on a Mac and use Safari, I do not know where Chrome stores temporary stuff on a PC. But there should be some advise on this at Google. I would rather use another device to search, and would leave the open browser as it is, out of the reasons explained above.

In general it is very bad practice to leave stuff open for the night, just to take care for itself. A computer should be left clean (like the desk) for the night, maybe in energy saving mode, and should be shut down at least once a week to clean out memory and initiate system jobs. 

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Thank you for your reply. I leave my laptop open overnight playing nature sounds and music so that I can sleep. It's never on continually for more than a couple of days at a time. I restart it. The computer was turned off when the millisecond power outage happened, and, for whatever reason, Evernote asked me to log when I went back to my notes this morning. After several hours of searching for the latest version of the note, I restarted the computer, hoping it was some fluke thing. I've looked for cache in Google Chrome, but all I find is cookies.  

 I think that if the browser had failed to update the Evernote server, I would've gotten an error message the second I made any changes on the note, no?.  I've seen that error message (in the past) when Evernote fails to save for whatever reason. Yet, I worked on that note on and off for three days, sometimes hours in a row, sometimes minutes, and I would go in and out of the note, open the tab, close the tab, close the browser, etc., and every single time I came back to the note it was as I had left it the last time I worked on it--as it's supposed to be.

Then I go back to the note this morning, and all I can see is the note as it was on Thursday. But it had been saved throughout Thursday, Friday and Saturday. So how does that happen?  How does a note that has successfully been saved for days revert back to a three-day old version?

Is someone from Evernote going to contact me? I even upgraded my subscription to get some tech support. I need help. I'm freakin desperate. Can someone from Evernote please contact me? Thanks.

 

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Power shortages can do everything to a computer. The content of the RAM will be gone in any case, but it can corrupt a file system as well. Laptops are better in this respect, because the battery buffers against the net current.

I will try to get somebody to contact you. Be aware of their office hours, west coast USA.

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Thank you again for your reply and your help. I truly appreciate it.

It's not my computer; i's Evernote. Of that I'm sure, which is why I need tech support from Evernote. I'm on a laptop. My computer seems to be in perfect order. There's absolutely no sign of anything anywhere in my computer malfunctioning. All programs, browsers and websites I use are working as usual.

The fact that a note that had been continuously and successfully saved and updated for three days on the Evernote website suddenly reverts to a three-day-old version tells me that something went wrong on the Evernote side, since the versions are not saved in my computer but at Evernote. It's not like the last updated version was gone --- it's three days of saved versions that I worked on.

Yes, please, I need tech support from Evernote as soon as possible. I have to answer for this content to an agency, and agency has to answer to the client. This is a disaster.

I trusted Evernote with my content. Evernote's value proposition to prospects and customers is that they can "store everything from personal moments to business projects, and know they're always safe, always secure, and ready whenever you need them."   I, therefore, expected my content to be safe, secure, and there when I got back to it.  Thank you again.

 

evernote3.png

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On a laptop, if the battery is mounted and running, a power outage can’t cause any harm.

However, it is advisable to use the EN desktop client instead of the web-only access. The desktop clients for PC and Mac create a local data base, from which it syncs to the server. This is the more robust solution. Sure, if you are on Basic, this will „eat“ one of your 2 free clients - but if I do professional work on a computer, it is an investment into my work and results.

Using the web always depends on the browser, the internet connection, firewalls and all that stuff. If you work for longer on a project (and this does not mean some days, it means everything longer than maybe an hour), you should always make sure the web connection is still working. This is usually done by leaving the active note in the browser session, switch to another existing note and back. When everything is still there, it has properly closed itself and saved the progress.

Without this you can work for a long time on a local version of the note, stored and shown by your browser, but the pipe back to the server has been broken a time ago. This is the szenario for data loss to avoid.

This is not specific for EN, other browser-based tools have the same potential to fail to save or sync.

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If my internet connection fails, I get an error message from Evernote immediately upon trying to modify anything -- add a word, delete something, hit enter -- on the note. I'm also using other websites at the same time i'm working on Evernote, grabbing information, copying, pasting, speaking to the agency on Slack, checking Facebook, checking the weather, and I'm streaming music at the same time. When the internet connection fails, I know it immediately.

Trust  me, my internet connection did not fail for three days. I'm on my laptop all day every day, even when I sleep with the YouTube sleep videos. Furthermore, as I've explained, the note was saved and updated for three days. I closed and opened Evernote numerous times in those three days-- I closed the browser, I restarted the computer, etc., during those three days, and the note -- as I left it, the last version -- was always there until it wasn't on Sunday morning. It was not my computer. Something happened with my Evernote account.

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Everything is there -- five years worth of work. Nothing else is missing. The only thing missing is everything I did Thursday night, Friday, Saturday night, up until midnight or 1 am on Sunday morning.  All of it was there--saved and updated repeatedly by Evernote as I worked on it on and off for those days. It was there when I closed Evernote tabs and came back, when I closed the browser and came back, when I restarted the computer and came back during those days. Each word I typed, each change I made -- the Evernote saving icon would spin and the check mark would go from gray to green. When I went back to the note Sunday morning, and all the content that had been saved with no issues for three days had disappeared, and the version that shows is from Thursday, July 16. That's why I think there's something wrong with my account, the servers over there, I don't know.

I have sent more than one email to Evernote because I'm desperate for some help. Below are the ticket numbers. I have the agency pressuring me for the copy, and the client pressuring the agency for the job.  I trusted Evernote, and now I'm screwed. My life is about to go down the toiled because of this. I need someone at Evernote to help me out. Thank you for your help.

 

Ticket# 3120999

Ticket # 3120992

Ticket # 3121355

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@GTKZ Thank you for reaching out and for letting us know.

Given the nature of the issue you described, the support tickets you opened will be the best way to get further assistance with resolving the issue.

I was able to locate the tickets, and have expedited the priority on them.

Please feel free to reach out to me directly if you have any other questions in the meantime.

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Hi. Thank you so much Shane. I sent you a private message. 

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Hi again, Shane. I just sent you another private message. I thank you for what you've done so far to help me.  I'm still in limbo about the note. I hope there's something you can do.

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Still nothing. I found out that the person who contacted me by email last night was in customer service, not tech support. I've been begging for tech support from the start. I'm freakin desperate here. I have to respond to the agency about this content; they're all over me.

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Shane, I just received a refund for my Evernote subsription, but no word from tech. Do you know what's going on?

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59 minutes ago, GTKZ said:

Shane, I just received a refund for my Evernote subsription, but no word from tech. Do you know what's going on?

Maybe you should be doing this with DM?

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Haven't received response via DM, which is why I posted it here. 

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Okay.

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I did. They were unable to identify what happened and to recover the content. 

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Sorry to hear that. I gave it a chance above 50% that it was not recoverable. As long as a note or content is not transferred to the EN server, it is at the mercy of the local computer working fine. Obviously this content did not find its way to the EN server, where support could have reached it.

Again sorry about that, I hope you could rebuild what was lost in data space.

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