Warning to all: SugarSync lost some of my files

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Discussion: Warning to all: SugarSync lost some of my files
Created on Tuesday, January 19, 2010 at 2:58 AM.
It has been read 833 time(s) and replied to 15 time(s).
 
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offermann
Registered: 9/10/2008
0 Trust Points. 

Warning to all: SugarSync lost some of my files
Hello Users,
as a warning to all of you: SugarSync lost some of my files and is not able to restore them.
After doing a full restore to my new Windows 7 machine, I experienced the disconnect-connect problem discussed in another thread. Whenever it occurred, I was able to identify the file the caused the problem. I then moved the file to the Web Archive, using the Website. After deleting the database on my computer, the Manager would continue syncing. This happened four times during the full restore. The four files are not only not syncable using the Manager, it is also not possible to download them from the Website. I contacted support about the problem (ticket 3822-8328798). The result: support changed the status of the files from "Backed Up" to "Pending upload from remote client". So the files are still lost. I don’t have much hope and no confidence in SugarSync left. You find the support thread below.
Regards, Philipp
Date Created Actions Contact Name Comment
1/18/2010 11:36 PM PDT Reopened Hallo Gerry, I wrote in my last message: "So I don’t have a client that is in the process of uploading the files." Therefore, as I’m not uploading these files, there is no operating system. Please read the problem before proposing a solution in form of a question. Thank you, regards, Philipp
1/18/2010 4:35 PM PDT Solution Suggested CSRGerry Thrash
Solved:
(1/18/2010 4:35 PM PDT)
Hi Philipp,
One question...the computer these files are being uploaded from...what operating system is that computer on?
Gerry T
1/14/2010 11:02 PM PDT Reopened Hello Gerry,
I’m sorry to say this but your suggested solution is useless. You know that I moved the files to the Web Archive from a regular synced directory because of the problem described in this ticket. Before, the files had been uploaded completely. And the objects are only greyed out after you reset them yourself, before they were marked "Backed Up". So I don’t have a client that is in the process of uploading the files. You reset them, so it should probably be your computer that uploads the files. Please try your suggestion on your computer or provide another solution.
Thanks, regards, Philipp
1/14/2010 6:31 PM PDT Solution Suggested CSRGerry Thrash
Hi Phillip,
The greyed out objects denote objects that are still in the process of being uploaded from that remote client (the computer they're being uploaded from).
Try this:
1. On that computer, completely exit out of the SugarSync program, and then restart it.
2. Reset the application data on the SugarSync program on on that computer by following these steps:
a. Open the SugarSync program on your computer.
b. With the program open, on your keyboard, press 'Ctrl+Shift+R'. (Command+Shift+R if it's a Mac).
c. You'll get a pop-up box asking if you're sure you want to reset SugarSync Manager. Click 'yes'.
d. Then, re-launch the SugarSync program. You'll be prompted to re-enter your username and password.
e. You'll then be asked if you want to restore the settings from the previous installation. Click 'yes'.
Please let us know if this file is still stuck in upload status after trying these steps.
Gerry T
SugarSync Customer Care
1/13/2010 11:28 PM PDT Provided Info Hello Gerry,
now the files in the Web Archive are greyed out on the Website, no button to download. In the Manager, the status of the files is "Pending upload from remote client". So the situation changed, but did not get better.
Regards, Philipp
1/13/2010 5:04 PM PDT Requested Info CSRGerry Thrash
Hi Philip,
I've gone in and manually reset those three objects. Please go in and try to connect and see if you can download them now. Hopefully, it works...but please let us know if you still experience difficulty.
Gerry T
SugarSync Customer Care
1/9/2010 12:19 PM PDT Provided Info Hello Gerry, the problem is not solved. The files I indicated (DSC_0001.jpg, Auckland\DSCF2685.JPG, Baltikum\DSCF2621.JPG from Web Archive) are still corrupt. Additionally, the file Dissertation.zip in the Web Archive is also corrupt (it only shows after downloading a couple of megabyte, when the download stops). I moved Dissertation.zip to a synced folder to try. You find the log of the result attached. I had to move the file back to the Web Archive and reset the database to get the Manager working again. Additionally, I had some tries with by own backup of the images (never trust your cloud provider :-( ). Interestingly, they uploaded alright but where not accesible from the Website. I then changed some meta-information of the jpgs. After the Manager synched the changes, the files were accesible from the Website.
[Attachment] sc1.zip
1/8/2010 4:39 PM PDT Requested Info CSRGerry Thrash
Hi Phillip,
I went through the log files, and reset the objects that we believe were causing this problem. Please try to connect and download again, and let us know if you continue to experience difficulty.
Regards,
Gerry T
SugarSync Customer Care
1/8/2010 1:48 PM PDT Provided Info 1. Operating System: Windows 7 Home Premium 32 bit
2. Internet connection: DSL 16000
3. Antivirus: avast! Connection to Port 443 not restricted. No proxy.
4. I experience the issue since Tuesday 5th when migrating to Windows 7 and therefore doing a full restore.
5. I haven’t notices the problem on other computers. The problem on the Website is reproducible on other computers though.
6. Example: When I try to download the file DSC_0001.jpg from the Web Archive, using the Website, I get the error message: "This file couldnt be downloaded."
When I try to access the same file from the Manager, the Manager just deconnects, the file is not downloaded.
For the record: I have reset my local database many times (It’s the only way to get the Manager working again, after moving the defective files out of the way into the Web Archive.)
[Attachment] sc1.zip
1/8/2010 1:27 PM PDT Requested Info CSRGerry Thrash
Dear Phillip,
In order to help you resolve this issue, I'll need some further information:
1. What operating system is your computer running?
2. What type of internet connection do you have?
3. Do you have security/firewall/antivirus software running on this machine? If so...what kind? Is it allowing access to port 443?
4. How long have you been experiencing this issue?
5. Are other computers on your SugarSync account experiencing the same thing?
6. What exactly happens when you try to download these files? If you get an error message...what does it say?
Please let me know, and we'll go from there.
Gerry T
SugarSync Customer Care
1/7/2010 7:32 AM PDT Provided Info I found two more of these files that cannot be downloaded and result in the Manager to disconnect all the time. I moved both to the Web Archive (Auckland\DSCF2685.JPG and Baltikum\DSCF2621.JPG). This is very annoying because I’m trying to run a full restore and the Manager stops working all the time. Additionally, these files actually seem to be lost on your side, which is unacceptable. My restore is far from being finished, so there could be even more files lost by SugarSync.
Original ticket description:
Dear support, I have one file DSC_0001.jpg in my Web Archive that I cannot download from the website. Before I also had this file in a synced folder. Then, I resulted in the Manager to disconnect and connect all the time. Please fix the file. Thank you, regards, Philipp
 
 
offermann
Registered: 9/10/2008
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 1/20/2010 4:29 PM
SugarSync support just called me and admitted that they definitively lost the files. Quote: "That’s bad luck."
repository
maelcum
Registered: 2/9/2010
0 Trust Points. 


Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 4:59 AM
Hello,
I am really sorry to read that. Since I've *just* switched from Dropbox to SugarSync, I'm interested in understanding what lead to your problem.
Please allow me rephrase your problem to see if I understood it correctly:
- Since you reinstalled your machine you wanted to download everything you backed up to SugarSync once.
- While doing so, it turned out that there are some files that simply cannot be downloaded by the client.
- You tried to download them via the webgui but to no avail.
- You contacted SS support and they - eventually - confirmed that those files are lost forever.
Is that correct?
offermann
Registered: 9/10/2008
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 5:34 AM
Quoting repository:
Hello,
I am really sorry to read that. Since I've *just* switched from Dropbox to SugarSync, I'm interested in understanding what lead to your problem.
Please allow me rephrase your problem to see if I understood it correctly:
- Since you reinstalled your machine you wanted to download everything you backed up to SugarSync once.
- While doing so, it turned out that there are some files that simply cannot be downloaded by the client.
- You tried to download them via the webgui but to no avail.
- You contacted SS support and they - eventually - confirmed that those files are lost forever.
Is that correct?
Correct.
repository
maelcum
Registered: 2/9/2010
0 Trust Points. 


Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 8:41 AM
Okay, Thanks.
You got no indication that these files have a problem earlier, right?
Differently phrased:
Nobody would know if and what files are corrupt (if any) until they try to download them again.
Correct?
offermann
Registered: 9/10/2008
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 8:48 AM
Quoting repository:
Okay, Thanks.
You got no indication that these files have a problem earlier, right?
Differently phrased:
Nobody would know if and what files are corrupt (if any) until they try to download them again.
Correct?
Correct.
repository
maelcum
Registered: 2/9/2010
0 Trust Points. 


Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 9:02 AM
Thanks again.
Last question:
The files were lost although you have uploaded them manually to the Web Archive (from a "fresh" local copy).
So they should either be working from
a) the sync that was interrupted has finally finished successfully
or at least
b) the manually uploaded version in the web archive.
That means that the sync'ed *and* the uploaded copy
1) either share a common space and are thus both corrupt or
2) it has something to do with the naming, the file size, the content or whatever that causes both files to fail.
assuming in both cases that your local copy is not corrupted to start with.
In short, not even a manual upload to the web archive (which is there for exactly the purpose of putting files you do *not* want locally anymore) is a failsafe backup.
Correct?
offermann
Registered: 9/10/2008
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/9/2010 3:49 PM
Quoting repository:
Thanks again.
Last question:
The files were lost although you have uploaded them manually to the Web Archive (from a "fresh" local copy).
So they should either be working from
a) the sync that was interrupted has finally finished successfully
or at least
b) the manually uploaded version in the web archive.
That means that the sync'ed *and* the uploaded copy
1) either share a common space and are thus both corrupt or
2) it has something to do with the naming, the file size, the content or whatever that causes both files to fail.
assuming in both cases that your local copy is not corrupted to start with.
In short, not even a manual upload to the web archive (which is there for exactly the purpose of putting files you do *not* want locally anymore) is a failsafe backup.
Correct?
I did not upload manually to the Web archive. I never trusted SugarSync so much as to only store files online and not have a local copy at hand. Anyway, the problem that caused the loss was a SugarSync server migration, during which something went wrong according to support. So it doesn’t matter how you upload the files.
demhome
Registered: 5/20/2009
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/10/2010 6:49 PM
I lost some files in a similar way. The SugarSync client said "All files are backed up and in sync." when in fact they weren't. I'm amazed that Sharpcast doesn't see this as a critical problem.
huntertaryn
Registered: 11/19/2009
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/10/2010 8:18 PM
I must comment that it is a little concerning that there hasn't been a response from a Sharpcast employee on this posting.
repository
maelcum
Registered: 2/9/2010
0 Trust Points. 


Re: Warning to all: SugarSync lost some of my files
Posted on 2/11/2010 5:19 AM
Quoting huntertaryn:
I must comment that it is a little concerning that there hasn't been a response from a Sharpcast employee on this posting.
Agreed. I would have expected them to at least tell the story of their perspective, maybe smoothen the waves.
But then, there are no "waves". Hardly anybody seems to be interested in offermanns experience. Although this is a critical as it gets for a backup service.
Maybe because it is seen as a single failure. Which it shouldn't be, because who of us has at one time downloaded *everything* again just to make sure everything is working? Or phrased differently: How many people out there don't yet know they already have a problem?
It comes down to a trust thing. I simply need to trust Sharpcast that this was a onetime experience. I don't know how often servers are migrated, I would like to assume that happens rather seldomly. And even if - migrating does not mean files are automatically lost. But it does happen, as we saw...
When we are talking about trust, at least a post like offermanns is tolerated (as it should, but not all providers are as grown up) as well as us talking about it.
I still wish SugarSync would comment on this. Maybe explain what happened and why, and how this will be handled in the future.
myspace1
Registered: 1/7/2010
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/15/2010 6:52 PM
I have had issues with SugarSync from the beginning. The support is not inline with the huge quantity of bugs in the software. I lost files with another online sync service so I have kept local backups during my time with SugarSync. As it turns out, that was a good thing to do because on of my Win7 PC's is missing half of my files and the only way to get them back is from a local restore from an independent backup. Weak. The solution from SugarSync----pay another $100 to be able to call someone. I don't want to call. I want this thing to work. Even if they had a "business" or "pro" version that costs more. I want it to work and I don't want to manage it all the time. That is the sole reason I was looking for online service for this task. If I wanted it to be a pain - I would stick with my tried and true local methods that NEVER fail but take a bunch of time.
demhome
Registered: 5/20/2009
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/22/2010 10:42 AM
I imagine that the reason Sharpcast doesn't get more complaints is that the client shows "All files are backed up and in sync" even when they aren't. Right now, I have at least one file "Pending upload from this computer" and another couple of files that are different on two of my machines, but the client happily reports "All files are backed and in sync."
People rarely do a full restore from backup. When they try, they'll learn about SugarSync's problems.
bmcclure
Registered: 2/24/2010
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/24/2010 11:52 PM
To say the least, this thread is disheartening.
I just signed up for a 30 GB account and have entrusted a lot of data to SugarSync. Luckily I also take local backups to an external hard drive, as well as sync all of my drives to Backblaze, so I don't think I'm in danger of totally losing anything. But I want this to be a service I can trust. I love its features more than I love Dropbox's features, but I've never had any problems with Dropbox.
That said, in my 3 days with SugarSync, I've never *noticed* any problems with it either.
I would propose a simple, not-very-elegant, but I think effective solution: Create functionality which exports a list of checksums for every sync folder's contents in the SugarSync file manager, and similar functionality in My SugarSync online. Ordering and comparing these files--something that could even be automated--would be a simple check to ensure that the data on your PC matches the data being synced.
In fact, there should already be an automatic check like this that the SugarSync Manager performs when deciding which file(s) to sync, although I have no idea how they are actually doing it.
This is not a problem that such a data-centric business should have--and if it is, they need to make clear their official stance. What are they doing to ensure that this is not a recurring or common problem?
Ben McClure
Kevin
SugarSync Customer Care
Registered: 11/10/2009
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/26/2010 8:29 PM
Quoting demhome:
I imagine that the reason Sharpcast doesn't get more complaints is that the client shows "All files are backed up and in sync" even when they aren't. Right now, I have at least one file "Pending upload from this computer" and another couple of files that are different on two of my machines, but the client happily reports "All files are backed and in sync."
People rarely do a full restore from backup. When they try, they'll learn about SugarSync's problems.
I have responded to your ticket with some solution to try to see it this will resolve the issue for you or not.
Our engineers are aware and working on this issue.
For other, below is my copy and paste solution to dehome ticket which may also be helpful to you if you experience similar issue where files are not in sync.
First, try to reset the local database by doing Command+Shift+R. Please make sure to click on "yes" to restore from previous setting.
Open SugarSync Manager.
1. Click on the SugarSync Manager window to select it.
2. For Windows XP/Vista machines, do control-shift-R. For Mac OS X machines do command-shift-R
3. You will see the following message
* "You are about to reset SugarSync Manager on this computer. Your local configuration information will be erased and the client will restart as a fresh install. Your files will not be affected. Are you sure you want to continue?"
4. Select Yes.
5. Restart SugarSync Manager. You'll be presented with the login screen to enter your SugarSync email and password.
6. There is a choice to keep restore your sync folders that were selected in the previous installation. Leave this option checked.
Next, you can try to either move, rename or even delete the sync folder and then re add the sync folder again to force SugarSync to sync the files again. To delete the sync folder, you can go into the client and click on Manage sync folder and then click on the 'x' on the folder(choose the folder where the files are not in sync with our server).
If anyone else like more assistance with your issue, please submit us a ticket by email or online on our main website help section.
Kevin
SugarSync Customer Care
Registered: 11/10/2009
0 Trust Points. 

Re: Warning to all: SugarSync lost some of my files
Posted on 2/26/2010 8:52 PM
Quoting bmcclure:
To say the least, this thread is disheartening.
I just signed up for a 30 GB account and have entrusted a lot of data to SugarSync. Luckily I also take local backups to an external hard drive, as well as sync all of my drives to Backblaze, so I don't think I'm in danger of totally losing anything. But I want this to be a service I can trust. I love its features more than I love Dropbox's features, but I've never had any problems with Dropbox.
That said, in my 3 days with SugarSync, I've never *noticed* any problems with it either.
I would propose a simple, not-very-elegant, but I think effective solution: Create functionality which exports a list of checksums for every sync folder's contents in the SugarSync file manager, and similar functionality in My SugarSync online. Ordering and comparing these files--something that could even be automated--would be a simple check to ensure that the data on your PC matches the data being synced.
In fact, there should already be an automatic check like this that the SugarSync Manager performs when deciding which file(s) to sync, although I have no idea how they are actually doing it.
This is not a problem that such a data-centric business should have--and if it is, they need to make clear their official stance. What are they doing to ensure that this is not a recurring or common problem?
Ben McClure
Ben,
Thanks for requesting a feature! We have submitted this feature request to our engineers. We track feature suggestions and add them to our roadmap based on the level of interest we see.
You may want to subscribe to the "Top Feature Requests" Knowledge Base article found here on our support site to see what's been done, and what's coming up in the future.
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