(Archived) HELP: Various problems

[Rex 13]

I've always kind of hated propriety software, and to that extent, Evernote is the first application I have directly paid for in the last 10 years. Technically, I'm not paying for the app, it's the storage, but it's the only thing I've paid for to that extent as well.

Unfortunately, the experience has more or less reinforced my position on closed source software. If anything, closed source software seems to have somehow gotten even less reliable over the years.

Some specifics, though ... although it's hard to know where to begin.

First of all, audio notes don't work on the 10" Galaxy Tablet. If I record a voice note, and try to play it back, it will not play back. There is a file system error. If I record a voice note on my PC, it won't play back on my Android tablet.

But, here's the thing ... if I record those same files with voice recognition turned on ... they do play.

So, clearly, all they need to do to fix the issue is copy the voice recognition class to the the non-voice recognition class, remove voice recognition method, and voila', problem solved.

Alas, I have emailed the Evernote Team 10 times about this, I have included my log files, I've stood on my head, gargled peanut butter ... all to no avail. Were this project open source, it would have been fixed in two hours, if that. Now, I'm going on four months, with no resolution in sight.

It gets better, though.

Every Mac client update kills authentication for me. As a matter of fact, at this point in time, I can only use the web interface from my Macbook, because I upgraded the client, and can no longer log in via my Macbook.

Is it because I am using the wrong password?

Apparently not, because the web interface accepts my password just fine.

Again, this has been an ongoing problem, and I don't understand why. It's authentication. The most basic feature required for any client-server application to work. Why is it so difficult? What am I missing?

if (password == passwordEntered){

authenticated = yes;

}

Yeah, I know this is a gross simplification, but still, we're not talking rocket science here.

That's not all.

This morning, I got up, logged into Evernote on my desktop, and discovered yet another bug.

When I move a note from one notebook to another, it doesn't update. It sits in the old notebook, while declaring that it's in the new notebook, and the whole thing has just become a mess. I literally cannot move notes from one notebook to another.

Wow. Just wow.

So to summarize:

On my desktop, I can't move notes.

On my laptop, I can't log in.

On my Android, I can't use voice notes.

And the last two have been going on forever. I can report the bugs as many times as I want, but nothing ever actually gets fixed.

Whenever I make a report, it's always the same thing: "send us your log file".

So, I send them my log files, and I never hear back.

Then, a month later, when I ask for an update, they have no idea what I'm talking about. They ask me to send my log file again.

Honestly, I'm starting to think this log file stuff is just busy work. I think it's like some kind of inside joke.

Me: "Hey guys, one of your developers just came to my office and stabbed me in the chest!"

Evernote Support: "Send us your log file and we'll look into it."

Seriously guys, I'm kind of done sending my log files.

Now, the sad thing about all of this is that when Evernote works, it's the greatest thing since sliced bread.

[MODERATION: Deleted non-sequitur about Jessica Alba. Let's keep things PG here.]

I love the program, and I desperately want it to work. It has incredible potential. That's the reason I put up with all of this nonsense. Because I keep thinking "they're gonna fix it, any day now, they're gonne fix it, and when they do, it will be the greatest app ever made!" I'm sure this will happen too. Eventually, I'm sure they will stabilize the platform, and I'll pay whatever they ask to use it.

The problem is, as it stands now, it's completely unreliable in the Mac/Android realm. At least for me.

I try to use the thing to organize my life, but when you integrate something into your life in such a manner, you have to know that you can depend on it. You have to have the confidence that you'll AT THE VERY LEAST be able to log in.

Anyway, sorry about all of this. My frustration just hit peak today because the client is acting up on both of my machines, right when I'm in the middle of a project that I was using Evernote for.

Sometimes, a honky has to vent. It's every bit as important as food and water.

And so I have.

God, I hope this thing goes open source at some point, because I'd really like to try and help fix it up and make it stable. I know it can be done, it's just so hard getting a closed dev team to do anything other than give YOU busy work.

Thanks for listening.

And before anyone else says it, I know, I know, "can you send us your log file?"

All three of them ...

Again.

[BurgersNFries 2,407]

Please post your trouble ticket numbers.

[BurgersNFries 2,407]

Then, a month later, when I ask for an update, they have no idea what I'm talking about. They ask me to send my log file again.

If EN does not receive a reply from the user, a ticket is closed after a time period (a week, IIRC?) Otherwise, all the tickets would remain open if no one responded. (Which is often the MO when something is fixed...people often don't reply that the issue is fixed. This method is common with many support systems. So yes, if you wait a month, your trouble ticket may not be on their radar. And if you don't supply the trouble ticket, it may be very difficult for anyone to track down...I'm sure can certainly understand that.)

[BurgersNFries 2,407]

God, I hope this thing goes open source at some point, because I'd really like to try and help fix it up and make it stable. I know it can be done, it's just so hard getting a closed dev team to do anything other than give YOU busy work.

Evernote has published their API for other devs to use & many of them have. Knock yourself out.

[GrumpyMonkey 4,320]

hi. welcome to the forums!

please post your log files. just kidding

so, i think you have two issues on the mac:

1) log-in authentication

2) moving notes

i could be wrong, but i think the login problems people were seeing had something to do with upper case, lower case, or emails instead of user names. give it a try with a few combinations and see what happens.

as for the notes not moving, i think restarting clears it up. i had the problem with earlier versions and it would eventually sort itself out. the notes have moved, but evernote doesn't recognize it. make sure you have upgraded to the most recent version. i am not sure if this is a problem in it.

anyhow, i am glad that evernote is not open source, because i feel like it is doing way too much important stuff to be coded that way. the same is true for a lot of the major software i use on a daily basis. i am not against open source at all, but for some things that i depend upon for my livelihood, it is simply insufficient.

[heather 604]

Whenever you open a new case, it is treated as a new issue. You will therefore need to go through all the initial steps to troubleshoot.

When you report a bug and it is recognized as a bug, there is no need to report it again, as it has been filed and handed off to the engineering queue to be replicated reliably so they can find a fix, and then it will make it into an upcoming build. Support does not have any control over product development cycles, nor can any employee give release dates.

If you have a *new* issue, please do file a new case so we can begin the troubleshooting process. If you have *new* information about an existing case, and that case has been closed, please include the case number so it can be reopened and we can continue from there.

However, we cannot give updates on bugs that have already been filed as our product development cycle is not an overnight thing.

[BurgersNFries 2,407]

Now, the sad thing about all of this is that when Evernote works, it's the greatest thing since sliced bread. It's better than ***** with Jessica Alba. Not that I would know, but hundreds of nights with a jar of Vaseline and a box of tissues has given me at least a little bit of insight.

Not only is this pathetic, it's TMI. This is a business oriented forum. We're not the least bit interested in your *****(less) life. There are other fora for that.

[megsaint 441]

Not only is this pathetic, it's TMI. This is a business oriented forum. We're not the least bit interested in your *****(less) life. There are other fora for that.

I managed to miss that whole paragraph because I don't tend to read rants very closely. But, you just had to bring it to my attention! Therefore, it is also your responsibllity to provide the brain bleach.

[BurgersNFries 2,407]

I managed to miss that whole paragraph because I don't tend to read rants very closely. But, you just had to bring it to my attention! Therefore, it is also your responsibllity to provide the brain bleach.

Yes, I tend to overlook most (long) rants too. Which is why this was a later post...When I called up the thread to see Heather's post, this part jumped out at me. Sorry if I ruined your weekend.

[GrumpyMonkey 4,320]

Not only is this pathetic, it's TMI. This is a business oriented forum. We're not the least bit interested in your *****(less) life. There are other fora for that.

I managed to miss that whole paragraph because I don't tend to read rants very closely. But, you just had to bring it to my attention! Therefore, it is also your responsibllity to provide the brain bleach.

There you go. OP has been moderated. Enjoy the weekend

[Rex 13]

Not only is this pathetic, it's TMI. This is a business oriented forum. We're not the least bit interested in your *****(less) life. There are other fora for that.

This is why I generally don't post in forums.

In forums open to the general public, there's generally one of you in every thread.

The person with an abundance of time on his/her hands that needs to point out every perceived transgression while expressing faux-outrage over this or that while using the word "we" and "we're" to imply unanimous consent.

"Look at me everyone, I'm so offended that I've decided to reprint the thing that offended me just in case anyone missed it so we can all be offended together! "

The thing is, 5 replies when 1 would suffice is far more disruptive to the flow of a "business" forum than a comment which was obviously made to bring levity to an otherwise negative post in an attempt to let the readers know that the rant was somewhat tongue-in-cheek, and that I was not as upset as the other paragraphs might otherwise indicate.

But, you knew that. You just couldn't help yourself. You're that person of this particular forum. Please to meet you. I suppose.

In order to reply to each of your 5 comments, however, I would need to make 5 of my own, the net result being that an otherwise general thread would turn into a conversation between the two of us, and if you don't mind my saying so, I get the impression that you're just replying because you like the sound of your own keyboard, not because you have a genuine interest in the topics at hand.

Hopefully the five minutes of attention you just garnered will suffice.

To Heather:

I understand the two week limit, but the case is typically closed before I get any kind of feedback or resolution.

Fortunately, the weird notebook-moving bug has spontaneously resolved itself (how, I do not know), and I think I MIGHT have an idea what was causing the authentication error.

I changed my password to one without special characters (I used a "!" in my password), and it was finally accepted.

I try to make my passwords as secure as possible by using caps and special characters, but it seems like it's best not to do so with Evernote.

Because of this, I'm feeling a bit less annoyed, and I once again love Evernote.

If only I could get the audio note issue solved. It's been going on for quite some time, and there are other threads in the forums from users with the same issue.

[megsaint 441]

Yes, I tend to overlook most (long) rants too. Which is why this was a later post...When I called up the thread to see Heather's post, this part jumped out at me. Sorry if I ruined your weekend.

I'm bound and determined to enjoy the weekend, regardless of such tasteless drivel. I hope you have a great one, too!

[peterfmartin 221]

Topic closed. Seems OP got his issue addressed (at least as well as it's going to be), and it's highly unlikely anything else constructive is going to be said here. Rex, PM me if you think there are unresolved issues you'd like to bring back up on the thread.