Missing Content

[Aumita 0]

While using the app on my laptop recently, Evernote suddenly froze. I shut and relaunched the app and found that the screen was blank and not loading. When I launched it again, it would not allow me to log into the app. Accordingly, I tried logging into the website on the same device. 

I found that all the content on my notes past a certain date (over 3 weeks ago) had disappeared as if it had never been there. I tried downloading a more recent version of the app but the content was gone there as well. I cannot log into the original app even now. I cannot find anything on the notes history

Also, I do not use Evernote across devices- only my laptop.

Any advice on how to restore my missing content?

[PinkElephant 8,832]

You are posting in the iOS subforum.

Do you mean by laptop an iPad - or another device ? If yes, running on Windows, or do you mean a Mac ?

Which version of the EN client are you running ?

On which type of plan are you (Free or subscription) ?

[Aumita 0]

@PinkElephant I mean my Macbook. I was using the free plan earlier, but after the crash I bought a subscription so I could check my note history (unsuccessfully). I am now using 10.55.2-mac-ddl-public (4019) 

I'm not sure what I was using earlier as I deleted and reinstalled the app in an attempt to get my data

 

[PinkElephant 8,832]

OK 

Is the note back, now you did the reinstall ?

If not, when you open EN in the browser (open the EN website and log in), is it there ?

What does note history tell ? If everything is OK, fine. Else paste a screenshot of the note history window, where it shows all the versions with the dates.

[Aumita 0]

The note itself never disappeared, but the missing content is not back. It's not on the website either. The issue is across all my notes- which have stopped showing any content after 16th March. I'll share the note history of one of these below

 

[PinkElephant 8,832]

It looks as if synchronization with the cloud server stopped on 16-Mar, and started again just now.

I would contact support and if possible not use the client on the Mac meanwhile, to preserve the local database.

https://help.evernote.com/hc/en-us/requests/new

Using other clients like iOS or the web should be safe. It can just create some note conflicts after the problem was solved, but I think that’s the smaller issue.

[Aumita 0]

Unfortunately, I've tried contacting support multiple times and haven't heard back from them. Thanks anyways for all the help 

 

[PinkElephant 8,832]

When you contacted support, did you receive an automatic response by email ?

Without EN didn’t receive anything.

[Aumita 0]

I used the chat option first and was told that my issue was bring escalated to technical support. But other than an email saying they will get to my ticket in a few days, I haven’t heard back.

I filed a few tickets too and got the same automated message there as well.

[PinkElephant 8,832]

Usually you get an automatic answer minutes after sending the ticket, and within a labour day you get a personal email.

From there it goes on.

[gazumped 12,073]

2 hours ago, Aumita said:

I filed a few tickets too and got the same automated message there as well.

Ah - the "are we there yet?" approach.  There's nothing helps a support team more than additional help requests coming in that have to be linked to the original request so the person / persons actually dealing with the issue can get on with their work.  Not. 

Any emails you received would have included a ticket number.  Can you post that number (from the original ticket) here?  We can ask a Forum admin to find out the current situation.

Caveat:  we're mostly users here,  and Evernote just went through a major restructure so even us 'old' users aren't quite sure how anything works now.  We may be able to get you some attention,  but it's not guaranteed!

[Aumita 0]

 

The ticket number is 3671483

[PinkElephant 8,832]

I second what @gazumped said about a lot of forced staff fluctuations. Anyhow, I have flagged this thread and the ticket number.

[PinkElephant 8,832]

@Aumita Update: I got an answer. The ticket is with the devs team since the 17th. But they have a queue of issues at hand - so no fixed date when they will tackle your issue. Since it is already 2nd level support, it is sort of hard to tell in advance how long it takes to crunch a nutshell.

[Aumita 0]

Do your know if there is anything I can do to follow up? 

Time is of essence for this issue, the content in these notes pertains to obligations that are time bound.

[PinkElephant 8,832]

Sorry, my possibilities are exhausted in this case. I am sure the devs will come back to you as soon as possible.