Connect has independently overwritten an important map and I can't get it back!

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  • Problem
  • Updated 6 years ago
  • Acknowledged
I am a MindManager 2012 and Connect Free user. I just went to open a map in my Connect account, which I had done extensive work on last week, only to find it overwritten by a copy of another map. The work I had done was crucial to a project this week, but I can't get it back. Can Mindjet restore the file from the server? There is no way that I overwrote it, since these files were initially created 2 months ago and I use autosave and Ctrl-S to update them. I was just starting to feel more confident about the robustness of Connect, so this is a setback.

The file name is 'AntCrowd Schema.mmap' - you will notice that it now has similar content to the file 'AntCrowd Strategy Plan.mmap'.

Please help urgently.
Gary Todd (mindjet@sonitude.co.uk)
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Gary Todd

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Posted 6 years ago

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Russell Drury

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I am a paid license user and had a similar issue happen.
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Gary Todd

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I wondered whether it was something to do with the 'merge'.
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Gary Todd

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Now Connect won't let me log-in via the browser, but it will allow sign-in from MM2012. I have tried updating my password but I still can't login (although this is a secondary issue to the loss of work).
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Brittney Mazzetta

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Hi Gary and Russell. Thank you both for your posts.

Gary - I have opened a support ticket on your behalf. Someone will be reaching out to you regarding this issue.

Russell - I see that you have a support ticket open regarding this issue already. Someone from our team will also be in touch.

Thank you for your patience. We will definitely work with you to see what the issue is.
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Gary Todd

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Thanks Brittney - keen to get this resolved and avoid having to redo all the hard work.
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Gary Todd

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Hi Brittney. I haven't heard anything from Support about this - noting that it will be 48 hours (weekend not counted) at 14:20 today. I have a meeting tomorrow to present and discuss the work I did, that is currently lost on the Mindjet servers somewhere.

I need to know that someone is going to get back to me today to sort it out, please. If not, I will need to get moving and redo the work, during my already busy day.
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Gary Todd

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Sorry Britney, but no-one from Mindjet has 'reached out to me' ... kind of disappointing really, since I have paid around £400 to Mindjet over the last few years. Customer service still has some gaping holes. Even a 'hello, we're looking at it' would have been nice in 48 hours (but not an adequate response now, I would add). Need help and now!

And it begs the question ... can I rely on Connect to keep my hard work available online?

Not so sure now.
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Gary Todd

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Still no response from Mindjet Support. Can someone tell me what the support ticket number is so I can follow it up?

Russell, have you had any contact about or resolution to your similar problem?
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Nigel Goult (Olympic & MIVAP)

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Gary,

I think it is a "Holiday" weekend in the US....that could be why you have had no responses...but still....not good when you are trusting and relying on a cloud product...the SLA's should be on place to deal with this....have you tried calling them?
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Mick Jones

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Hi Gary,
I am a Brit in the US right now, and Nigel is spot on, it is Memorial day today and everything is closed down.
I am becoming nervous relying on my Connect files and have taken to backing them up which defeats the object somewhat.
Mick
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Nigel Goult (Olympic & MIVAP)

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Just checked the Terms of Service for Connect! The following should be considered before use...

I know what most of us do is not "High Risk Use" but the first sentence is important.

"1.3 No High Risk Use. The Service is not fault-tolerant and is not guaranteed to be error free or to operate uninterrupted. You shall not use the Service in any application or situation where failure of the Service could lead to death or serious bodily injury of any person......."

Paragraph 7 for Support!

"7 SUPPORT. As part of the Service, Mindjet provides free online technical support services for the Service as described at www.mindjet.com/us/support/support_ce..."

This is about your data:

"11. SECURITY.
11.1. Mindjet shall maintain appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality, and integrity of your Content. Mindjet shall not (i) modify your Content;...


The entire terms are here for completeness:
Connect Terms

What I did find interesting is that nowehere in the TOS does it mention Back-Up/Restore of your data.
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Mick Jones

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I guess everyone needs to evaluate the risk for themselves, but it has to be tricky to ask a client to commit his data under those circumstances. Enterprise level projects can contain sensitive data.
If you add the label "cloud" to a service I think there are some implied SLAs
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Gary Todd

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Thanks Olympic/Mick. Very very helpful. I apologise to Mindjet/others if the situation and my frustration have caused me to react negatively. I wasn't aware of the holiday (here in the UK, the holiday has been moved to next Monday for the Queen's Jubilee) so apologies for that and thanks for the info - I hope Mindjet will be able to respond and resolve this issue tomorrow (fingers and toes crossed).

It's just very difficult when one uses a product that, by its very nature requires some stability and integrity, and as an early adopter you put some level of faith in a released product to keep your data intact, that is then undermined when it doesn't work.

This is not the first time that I have felt let down by the integrity of Connect or Mindjet's administrative support (or Cohuman as was). Speaking as someone who loves Mindjet products and the path they are taking, I find it all the more difficult when I can't rely on said products to deliver the fundamental integrity I need to use them confidently. As it happens, it is only my own time that I have lost, but had it been a client's work that had been overwritten, I would be in big trouble now. Let's hope Mindjet can reassure us that things will improve very soon.

Mindjet - please recognise that this is not just a rant, it is me giving my honest opinion and sentiment about an professional investment I have put into a product which is on the verge of being amazing, but is falling at the last and most important hurdle.

As for access into Connect, I lost 2 days when I couldn't login last week, but it's now working - again, a problem only alleviated by the fact that I didn't need to access my maps for a client in this time. I recognise new releases have problems and some of those have been addressed successfully (e.g. my Connect connection doesn't drop every 20 minutes like it did last year). However, I guess I will be doing everything on my PC now and backing up to Connect, until the situation improves - this is clearly the wrong way round and defeats the object, but it seems the only way to guarantee the integrity of safekeeping of my hard work for the moment.
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Gary Todd

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I guess the big names who are using MM/Connect e.g. HSBC, Nokia, Volvo, have the money, support contracts and clout to get better support - are they having similar challenges I wonder? Or is Connect Business more robust?
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Gary Todd

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Still no contact from Mindjet at 11:30 (10:30 GMT). Not sure if it will be dealt with by US Support (opens at 15:00 GMT) or European Support (08:00 GMT). Should be the latter, but ...

I have raised another support ticket, since I don't have any reference to the first - Brittney, thank you for raising this, but I think you should communicate the ticket number to the customer when you do this, as there is no way for me to monitor the progress of this ticket. I am in limbo at the moment.

Can't believe someone isn't paid to monitor this feedback/support channel full-time and engage with customers. Contrary to the name of the service Mindjet use for this channel, I am getting ZERO satisfaction.

Mindjet are on the verge of an EPIC FAIL here, in my eyes.
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Gary Todd

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48 hours and no response from Mindjet, here or via support.
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Brittney Mazzetta

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Hi Gary. I apologize that someone from our support team has not yet reached out to you regarding this issue. I am personally following up with your case representative and escalating this on my end so that we get this resolved for you as soon as possible. The case number that I had opened for you is: 00239732. I will be in touch. Thank you for your patience.
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Gary Todd

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Thanks Brittney. I am off to my meeting, which is from 6pm to 9pm (GMT). A perfect resolution to this issue now would be if I was able to access the file stated above, with the content before it was overwritten, by the end of the meeting. This would put a smile back on my face.
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Scott Gilbert

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Hi Gary as Brittney did let me apologize for our lack of responsiveness regarding this critical issue. I do know that this is being actively worked on by our product development team to try and recover your previous map.

Hi Russell, I will also follow up on your issue as well. Has someone contacted you to get details similar to those that Gary provided in his original post? Things like map name, account name, your user ID and date the issue occurred?
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Sonitude

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OK - so I finally got my map recovered - it took 5 working days to recover, in case anyone has to recover a map in the future. Many thanks to Alex Chun at Mindjet for facilitating the recovery.

We still don't know why it happened. Further investigations are in progress.
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Gary Todd

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They're still investigating - I hope this improves with updates, but I don't think Mindjet will come up with a reason for this that will be shared with us.

Not using Connect to store valuable data until things improve. Shame!
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Scott Gilbert

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Hi Gary - We are still investigating to determine the root cause of this issue. We are however able to reproduce it, so that is at least a step in the right direction. Thanks for providing the detailed feedback to our questions.

We are actively working on a range of related issues that are being researched, solutions developed and tested. Hopefully we'll be able to release them into production in the near future.

Once we understand exactly why this happened to your maps, I'll be able to update with more information.

Thanks,
Scott
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Gary Todd

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Thanks for the feedback Scott - agree with Nigel's comment below though, as it might help others avoid a similar problem whilst a solution is being sought.
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Nigel Goult (Olympic & MIVAP)

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Scott,

Might I suggest that if you are able to re-create the scenario where data is corrupted by a chain of events that you consider sharing the process that leads to this result with the community so users can make sure they avoid a repetition of the uinfortunate situation that Gary found himself in.

Regards

Nigel
Olympic Limited
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Sonitude

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