Jump to content

Recommended Posts

I was doing some major house cleaning of my Evernote reorganizing all of my notes and tags because things had gotten out of hand. In mid cleanup the Evernote app locked up on the PC and crashed. When I brought up the app again it locked up again. So I did a reboot, the app opened and started to sync. To my horror I sawnotes disappearing. Not deleting just disappear. I pulled up the web and notes were gone there too. As where the notes on my tablet. I grabbed my phone and put it in airplane mode and extracted my notes file but when I needed to use my phone my notes disappeared there also.

I am a premium user and have a ticket open but have no resolution yet.

Ticket# 762908

Win 7 most current stable version of EN

Android tablet 4.4.2 current EN

Android phone 4.42 current EN

Is there a way I can copy my notes file back into my profile folder or will everything get deleted again?

Share this post


Link to post

hi. i don't know what happened, but first i'd check the trash in evernote on your pc. if they aren't there, i'd restore from your backup.

Share this post


Link to post

To update I've only received cursory replies from EN being a Premium member and the level of customer service is to say the least disappointing.  I only received a response because I got onto their chat and followed up.  A tech was assigned to me but there was still nothing done.  I'm still without the lost notes and notebooks.  The notes that are in the files that I recovered are mostly blank also so that was a bust and a waste of time.  I've been a user and proponent of cloud base apps and for the longest time an EN supporter I've used it personally and Business Accounts since 2008.  

 

See transcripts below.

 

**This is an Automated Message to provide you with the transcript of your conversation with our Support Representative.**

We appreciate your taking the time to speak with us today. An agent will follow up with you as needed.

Thank you,

Evernote Support

 

Chat transcript:
Visitor: Ticket# 762908 is previous ticket number needing update for lost data that is needed
Thuan: Hello, thank you for contacting Evernote Support. Sorry for the wait. Please hold for one moment as I look into the ticket
Visitor: thank you
Visitor: Pizza might get here while we chat so I may step away a quick minute
Thuan: no worries, I just looking over you ticket and it looks like the ticket is currently in our Technical Support Team's hand, but they have yet to get to your ticket just yet, because they work each ticket in the order the they were received
Visitor: Evernote is in my everyday use can I use my account without fear of more loss?
Thuan: You notes that you created in Evernote should be safe as long as you sync your notes and make sure that they sync properly and are showing in Evernote Web. However, it's always a good idea to back up your computer, just in case. That way should anything ever occurs (if they do), our technical support team can utilize the back up and help you restore your contents as a last resort as well
Thuan: With that said, I'm notifying our Technical Support Team to see when they can get to your ticket. So please bear with me for a moment
Visitor: thank you
Thuan: Ok, so I got one of our technical support specialist to take your ticket, and they will be working with you via email from here.
Thuan: By the way, it was mentioned in the ticket that you have a back up of your lost notes somewhere on one of your devices correct?
Visitor: sorta. I was able to extract my notes file from an android device that had yet synced but to go through every folder convert them to .html then resave them is not optimal
Visitor: if there is another way to get my notes recovered via this file I'm all ears
Thuan: I'll let the technical support specialist know on this. Before I end this chat, did you have any other questions or concerns that I can further assist you with today?
Visitor: no thank you for your help
Thuan: my pleasure. Please enjoy the rest of your day! Bye now.

 

 

 

Shane D. (Evernote Support)

Oct 13 17:02

Thank you for your patience!

I will be further assisting you with this issue.

To make sure I am understanding; you were able to save your Notes from the Android to a backup, correct?

In this case, you are having to now convert each of them manually one by one, correct?

Unfortunately, there isn't a method that will enable you to expedite their conversion back into usable files for that can be placed back into Evernote.

However, I will do my best to see if I can isolate the cause of the issue, and try to determine how best to repair the problem in the fastest way possible.

At this time, I am further investigating into the issue and will follow up with you as quickly as possible once I have more information.

Let me know if you have any questions in the meantime.

I appreciate your patience, and thank you for using Evernote!

Best,

Shane D.

Share this post


Link to post

Looks like they have given you a sensible suggestion (manually re-import your notes from the files saved from your android), and told you that as of less than 24hrs ago, they are trying to see why this problem occurred in the first place, which will likely take time and digging. The outcome of their investigation will hopefully allow them to prevent future problems, and may provide a means of recovering your notes more quickly.

They didn't have a solution for you immediately but they are working on it actively. In the meantime, you have a not so elegant way to move forward.

If the answer was self-evident, it probably wouldn't have occurred in the first place.

Share this post


Link to post

Looks like they have given you a sensible suggestion (manually re-import your notes from the files saved from your android), and told you that as of less than 24hrs ago, they are trying to see why this problem occurred in the first place, which will likely take time and digging. The outcome of their investigation will hopefully allow them to prevent future problems, and may provide a means of recovering your notes more quickly.

They didn't have a solution for you immediately but they are working on it actively. In the meantime, you have a not so elegant way to move forward.

If the answer was self-evident, it probably wouldn't have occurred in the first place.

 

The solution was given to me on Friday of last week.  The rep was just repeating what the chat rep had stated.  His email was just a clarification email.  The loss of data is upsetting but what I'm finding more upsetting is the lack of communication from them being a paid client.  I've dealt with cloud  services including EN in the past and the Customer Service responses have been great.  I've worked in the Customer Service Industry and communication is key, even if you don't have an answer you tell the client what you've done already to work on their issue and that you are still working on it.  

 

As for the recovery from the data file I extracted from the phone so far over half of the notes are just blank but I'm still working on them. 

Share this post


Link to post

 

 

Shane D. (Evernote Support)

Oct 13 17:02

...

However, I will do my best to see if I can isolate the cause of the issue, and try to determine how best to repair the problem in the fastest way possible.

At this time, I am further investigating into the issue and will follow up with you as quickly as possible once I have more information.

...

Shane D.

 

 

The solution was given to me on Friday of last week.  The rep was just repeating what the chat rep had stated.  His email was just a clarification email.  The loss of data is upsetting but what I'm finding more upsetting is the lack of communication from them being a paid client.  I've dealt with cloud  services including EN in the past and the Customer Service responses have been great.  I've worked in the Customer Service Industry and communication is key, even if you don't have an answer you tell the client what you've done already to work on their issue and that you are still working on it.  

 

As for the recovery from the data file I extracted from the phone so far over half of the notes are just blank but I'm still working on them. 

 

 

This is not exactly true. The chat rep said that at the time of your chat (Friday), nobody had even touched your ticket, it was sitting in line waiting to be dealt with. At this point nobody would have been actively investigating your technical issue. However, that same day the chat representative managed to bump your ticket ahead in the queue and get a technical representative on it. The very next business day (Monday Oct. 13) that tech rep contacted you with new information: Technical support was currently actively looking into your issue. In the meantime, while they look into the problem on their end, he reiterated what the chat rep told you to do while you waited for more info.

 

Evernote doesn't work weekends so you were on Friday that wouldn't have seen action until Monday Oct 13. On Monday October 13th you received the information quoted above. In that note Evernote says that staff are actively investigating the issue, and will follow up with you when they have more information. Thats 2 business days in a row (friday, then the following monday) that Evernote has assured you they are working on things. That's pretty decent communication if you ask me. 

 

Now the tough part - Evernote has to deliver an answer and solution to your problems. I doubt that they'll have good news (or any news) for you, so if I were you I'd brace myself for much more significant disappointment. 

Share this post


Link to post

My impatience was getting the better of me with such a large chunk of my data missing but Shane D.  has been working with me throughout the day trying to resolve this issue and find the root cause so it doesn't happen to anyone else.  He seems to be narrowing it down to PDF's 

Share this post


Link to post

Data loss is a pretty terrible experience. While it's great they can find the root cause to prevent it from occurring for others, it likely doesn't ease the frustration for you. Count yourself lucky that you had an alternative source for recovering those lost notes! Most people I've seen are left high and dry (though not always due to their personal lack of diligence, though often times it is!)

Having to wait over the weekend while nobody is in the EN office just drags it out too.

Anyhow, good luck.

  • Like 1

Share this post


Link to post

×
×
  • Create New...