Scott T.

@GeorgeM This is a known issue and we have a developer looking into the problem. It's due to invalid date getting into the system, possibly via a 3rd party Evernote client, which is impacting the system that sends out the emails. The invalid data is likely not in your account, though. But the data in one account can cause the email sending system to halt in order to avoid any further problems.

Yes, it will impact any account that lives on the same server as the problem note. The reminder metadata lives with the note, but when a reminder is set, we separately create an entry in a database that the asynchronous process reads and sends emails from. The processing of that data goes back and reads the metadata of the note itself. That's the data that is "invalid", causing the process to halt. Nothing here that is user actionable. We can temporarily fix the data by altering the note metadata from our side. But the right fix would be adding code that auto-corrects the invalid data when it encounters it. As I noted, it's possible this is coming from a 3rd party client too, and not necessarily one of our own clients. So the right fix is "self-healing" on the server, though we'd still like to add logging to track down where the invalid data is coming from. I made sure to hand off the ticket to another developer (in the group where the fix should lie) and they will be working on it very soon. I'll keep an eye on it so it doesn't sit for another 6-12 months :-O.

@Wolfgang.DE Thanks for the ping on this. It's not in my area, but I decided to take a deep dive into the issue. I believe I've identified the problem. Without getting into too much details, the process that sends out reminder emails for users is encountering invalid reminder data for a note and is aborting processing to avoid impacting the service. Our system is built such that users are grouped across many servers. Each server runs one of these processes. So when the email sending process aborts, it will not send any further emails for the group of users on the specific server. This will continue until that invalid reminder data is cleaned up. I'm assuming this is coming from a client that has a bug around this, but we'll have to investigate that further. It could just as easily be coming from a 3rd party client vs. our own clients. In the meantime, I'm assigning our ticket for this over to a team to implement a fix on the server to clean up the data when it encounters it such that we can continue to send out the reminder emails. As noted, since we split users across many hundreds of servers, this will only impact the subset of users who are on a server that also has an invalid note on it. Furthermore, those notes may get cleaned up automatically by an update from another client, so there's also variability there. I can't promise a specific release date for this, but know that I'm making sure we get somebody to work on this now that we know what is going on.

Ahh, I see this is being discussed in the other thread. Please ignore above.

Can you give more details on what you were doing? Were you going through the tour of Home features? If you kill/restart the app, is it fine?

@Lester U Thanks for giving me these details. I will reach out to the dev who was working on the fix to see if there is another path we need to look into. I will contact you privately if I need more information.

@niteguardian Can you please try it again? We made some fixes to our support desk integration that impacted a small group of users. The fix went out yesterday afternoon. If you continue to have problems, it would be helpful to understand if there's a corner case we missed.

@AlxaThanks for the bug report. We already had this in our ticket backlog. I asked the team to prioritize it and they'll have a fix soon. Take care.

As @CalSshows, it's not an issue that impacts everybody. @stocky2605, I'll pass on this thread to the main ticket tracking the issue. We'll see if we can pull something from our backend to help narrow down what is going on. The more people who report the issue here, the easier it will be to find commonality. We definitely want to fix the problem for all of you.

@stocky2605Thanks for confirming. I'm sorry the change we made didn't help. I was hopeful, though not too certain given my understanding of what we fixed. We have people investigating the issue, but I don't believe we have clear indications of what the problem is. If you can provide any information that might be helpful, that would be appreciated. Details like: Did you make any changes to your account recently? What version(s) (and what OS) of the client do you use to set/update your reminders? Thanks. We've been trying to address this issue for some time, but the reports we get are very infrequent, so we haven't had enough info to go on.

@stocky2605 Did you get your reminder email today? We made a change last night that might have fixed it, so wanted to check if your issue was related or not.

@ElephantPaper I'm sorry about the Upgrade button. We did not intend to nag our paying users to upgrade. This was a bug that we have fixed. You should see the button disappear within the next 24 hours as the updates get pulled in by the new client. Please let me know if you continue to experience the issue after that.

It's likely that you logged in with a different email than the original account and accidentally created a new account. This happens if you don't remember what email you signed up with or you accidentally mistype the account. You should try logging out of the account on the phone and logging back in, making sure to use the right username and password. If he is still logged in on another device, you should go to the account settings and confirm the email of the account. Or maybe he has an email from Evernote that he can reference.

@MrWagstaff Thanks for the additional feedback and examples. I've passed this on to the team. They've put the ticket in their backlog to address, but I can't give any specific date. The team is actively working to help ship the new clients we're working on. I think they plan to address a lot of issues and improvements once we've got those clients out. That includes updating the shared note viewer.

@MrWagstaff Ahh, that's helpful. I thought we were still talking about emails. A while back we updated the editor/viewer that is used by the share note page from a really old version to the one utilized in all of the newer clients. Part of the redesign was to set a fixed width of the editor. I believe this came from UX research that shows that readability is reduced when you have super-wide columns of text. A similar change was made in the editor within the clients, though in those cases, we have a button to disable it and allow the editor to increase to the full size of the window. I believe we want to update the shared note viewer again soon. I'll get a ticket in about whether we can implement the same option to allow flipping between Fit To Window and Optimize Readability.

Can you share a screenshot of this issue? Or give a bit more details on how I can create an example? I'll be happy to get this in a ticket if I have a reproduceable example.

Entering a phone number is required to initially enable 2FA. Once enabled, however, you can choose to use an authenticator app instead of SMS. Having the phone number on file gives you a fallback in case something happens with the authenticator app.

@CalS Yes, we are in the process of migrating all the email sending to a new system. We were just turning it on and had a few issues. It's been disabled for now until we address the problems.

Hi all. Thanks for reporting this issue. We made a change to the system that sends the emails that introduced this problem. The change has been reverted for now and we'll make sure it gets fixed when we're ready to turn on the new system again.

Hi @Scott32 Thank you for the bug report. I have filed an internal ticket for the issue and I'll make sure our developers look into it.

@GiannisTs Thanks for the report of this issue. I have created an internal ticket to track this and I'll make sure it gets fixed.

Regarding point #2. I can't speak for any decisions the company might make, but I can speak to experiences at my former companies. Hard limits on things related to storage are usually completely arbitrary. There are only limits in order to prevent abuse. Without the limits, abusers can and will find ways to exploit it. If there were concerns that legitimate users with legitimate uses were hitting that upper limit, I'm sure the company would make efforts to either bump the limit for all or have one-offs for the specific user so as not to impact their experience.

Just following up on whether you are still seeing this. We had a temporary problem with email to note that has since been fixed.

@Hugo84 Please add any comments to this thread:

Hi @OmtatSat. I can't comment on specific release schedules. I only know that the team is working on the new Firefox client.