Warning: Irate Customer

Discussion in 'Prevx Releases' started by STV0726, Oct 29, 2013.

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  1. ams963

    ams963 Registered Member

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    And that's how it's supposed to be. Good thing I use WSA. I was fortunate enough to find PrevX a few years ago. And met Joe here. Solid response and support.:thumb:
     
  2. STV0726

    STV0726 Registered Member

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    Hi all,

    Thank you very much for the support and contributions to this thread.

    I am now in touch with Joe (PrevxHelp) through email and PM and we are trying to sort this out.

    Do take note that he jumped to the rescue almost immediately after I went on an irate, postal rage (I'm so sorry about that...more apologies to come later), but I take the blame for delaying this issue.

    I have to fight myself and my PC-OCD to focus on college work first and thus I've been busy all week but now I have some time to sort this out.
     
  3. Muddy3

    Muddy3 Registered Member

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    Me too :)

    Indeed so. Hats off to Joe!
     
    Last edited: Nov 1, 2013
  4. Triple Helix

    Triple Helix Specialist

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    That's the thing if you have an issue Joe is the main man to contact and please don't just hit the forum and disappear in the future as Joe is always here to help I had to learn the hard way myself. Sorry Joe. :(

    Thanks,

    Daniel ;)
     
  5. Muddy3

    Muddy3 Registered Member

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    He's a student. I know what it's like, I was once one also. At times, it can be about the most stressful, high-powered thing that you can experience in life. I can understand why he felt the need to wait until the end of the week.
     
  6. STV0726

    STV0726 Registered Member

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    It was not my intention to hit and run.

    Everyday I'd come home and nearly pass out. It was a long week.

    I think my biggest crime here is raging which I have privately apologized to Joe and toned down my posts through editing.
     
  7. Muddy3

    Muddy3 Registered Member

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    I think your rage was entire appropriate given the gravity of the issue. Imho.
     
  8. sturgess

    sturgess Registered Member

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    No it wasn't.
     
  9. sturgess

    sturgess Registered Member

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    .....and not for the first time on this forum.
     
  10. STV0726

    STV0726 Registered Member

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    I had already said and admitted that.

    I can only apologize and vow to not do it again.

    If you are going to hold a grudge that's your decision and there's nothing I can do to change that. I find it comical though since me or any user raging can easily be ignored if it bothers you. I didn't rage at you or anyone. I raged about a product.

    I am always amazed at how well and constructively Mr. Joe takes even the harshest of negativity. If he can take it with good grace, and it's basically HIS work, why are you having a ~Removed~ fit? Lol

    Now, now...that's enough. I'm sorry if I bothered you.
     
    Last edited by a moderator: Nov 2, 2013
  11. ronjor

    ronjor Global Moderator

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    So it is.
     
  12. Muddy3

    Muddy3 Registered Member

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    If I can get a word in before this thread is closed:

    Despite what STV has said, I maintain my view that his initial reaction was entirely justified: a programme written by a leading IT security firm that is designed to protect data but has an inbuilt flaw that randomly destroys customer data is about as serious as it gets.

    Equally, I think we all have to take our hats off to Joe. He takes the attitude that the buck stops with him.
     
  13. STV0726

    STV0726 Registered Member

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    Thank you, Muddy.

    It seems they aren't closing the thread, they just meant enough with the arguing, which I take responsibility for.

    I will focus on updating this thread when more info on this issue is made available. Perhaps we could have the thread title changed to: "WSA Sync Destroyed Data (Irate Customer)"
     
  14. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    I can change the title, but as far as I'm aware, the data wasn't actually lost - you were able to use the file history within the cloud to get the latest version back, correct?
     
  15. STV0726

    STV0726 Registered Member

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    Correct...I thought it was lost at the time though.

    Maybe the thread title should be:

    Major Issue w/ WSA Sync: File Reversion
     
  16. fax

    fax Registered Member

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    Reading this thread and I am confused...
    So is what you wrote above correct ? Changes are all gone? o_O
    Sorry, I am just trying to understand the problem...
     
  17. Muddy3

    Muddy3 Registered Member

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    When this happened to me, my critical files reverted to versions of between 3 weeks and ~5 months (this latter being my invoice database) earlier. As far as I recall, I didn't even attempt to check Webroot Sync file history, I was so shaken up! No longer feeling able to trust Webroot, I went straight to my CrashPlan online backups and with some difficulty (checking which versions were good, double- and triple-checking as to if any other data files had been corrupted etc.) was able to revert back to current versions.

    The problem is that, if memory serves me correctly, only 5 old versions of each synced file are kept in Backup & Sync so even if there had been valid versions in those 5, if I had not spotted this quick enough it might have been too late (more blips? more overwriting of same critical files? who knows??).

    This shouldn't be happening to a company whose main product (AV) is so outstanding.
     
  18. fax

    fax Registered Member

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    Still more and more foggy.. lol. I understand that this should not happen, but I still don't understand if these files are really gone or could they simply be recovered via WSA file history. There is a big difference between something lost and something misplaced.
     
  19. Muddy3

    Muddy3 Registered Member

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    @fax: I assure you that if this happened to you and your critical data, you would be as shaken up as I was. There’s also history to this, as there had been a fairly long history of problems with Backup & Sync and this was like the final straw for me. Incidentally, I have never had such problems with Dropbox and SugarSync, both of which I use.
    Having said that, I am super-satisfied with the AV product :):).
     
  20. fax

    fax Registered Member

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    Again, I am not questioning the problem just trying to understand. But I get no response whatsoever from OP or other with the problem. I'll try again: are we talking about loss of files or simply misplacement of files?

    I just want to understand if I need to find a backup of the backup or not :)
     
  21. Muddy3

    Muddy3 Registered Member

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    "or other" must be me as it is only STV and I who have reported the problem on this thread.

    As for your question, I really don't know the answer as the first thing I did when this happened was to disable Backup & Sync and restore current versions of files from another backup (CrashPlan).

    Also, look again at my post #42 para. 2 above as to this question of "misplaced" or "lost". Theoretically, were this situation to replicate enough times, so-called "misplaced" could rapidly become "lost" if you catch my drift.

    Anyway, I think I'm going to have to give a rest to my posting otherwise I'll get nothing done today. This is becoming too much of an OCD issue for me lol. The important thing is that Joe is investigating the issue and will doubtless get to the bottom of it (he has both STV's and my log files and his team are actively on the issue).
     
  22. fax

    fax Registered Member

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    Still not clear... thanks anyway for your answer!
     
  23. Muddy3

    Muddy3 Registered Member

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    Sorry I can't help more :(.
     
  24. Muddy3

    Muddy3 Registered Member

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    Just one final point: I've just gone to the Webroot Backup & Sync Cloud to check on one of the affected files (my backups remain there although I disabled Sync on 19/06/2013), and I find that whilst the corrupted version lost 3½ weeks of data (19/06/2013 reverted to 25/05/2013), the previous version was indeed good. The previous version would presumably also be good for the other files...presumably...although I haven't checked.

    I've sent these files to Joe for further analysis.
     
  25. micafighter

    micafighter Registered Member

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    Yes, please do :)

    Totally agree :thumb: Thank you Joe for your positive attitude, and for your fast response in the issue :thumb:


    Please keep us updated guys :)
     
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