Icenium crashed and now I have lost my entire script file...days of hard work gone. Upset customer

[Austin]

I was excited about icenium but I am now starting to question my decision to use this product.  Graphite just crashed and shut down and when I reopened it my script file is blank.  all my code and hard work gone.  I looked at version control for a back up and all I have is one from a couple of weeks back.  I have lost everything. very frustrating.  I have been a loyal customer of telerik for years and this is JUST PLAIN DISAPOINTING.

[Austin]

i still cannot believe this is happening right now.  There has got to be a way to get my code back.

[Austin]

This is worse than I thought.  It not only wiped out my js file but all recent changes including recently added files are completely missing from my project.  I would like to hear from someone at icenium to please explain what is going on and how I can recover my work. Again this is very frustrating and I am definitely not a happy customer and right now I hate this product.  Please tell me these files are backed up somewhere.

[Stefan Dobrev]

Hi Austin,

First of all I want to apologize to you about your experience using Icenium. Problems of such impact are of highest priority for us and we have already address similar one reported by another customer in the new release we have just pushed.

In order to further investigate your problem can you send us the Graphite application log files (C:\Users\[your name]\AppData\Local\Telerik\BlackDragon\Logs) to support [at] icenium.com?

Regarding your lost file contents - we do have a daily backup and we can send you the contents you request in a mail. You can also check the folders next to the Logs one where Graphite store local copy of the files you are currently working on.

Regards,
Stefan

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[Austin]

Stefan,
Thank you for your quick response and the info on where to locate the file.  I actually started rewriting the code and did not know I actually had a local copy of the lost files.   I have sent a copy of the log files to support email.  i will not be needing the local copy that was stored on my computer anymore and will like to continue with the current changes I made since last night after the crash.  I was nervous about using Graphite so I switched to mist for now.  Are there any files I need to delete from my computer so I can keep working with the current copy on your server?

You know I should have used the version control feature more often and all this could have been avoided.   Icenium is a great product as is all the other products provided by your parent company.  Thanks for your help.

[Deyan Varchev]

Hello,

 Thanks for sending us your log files. We'll investigate them thoroughly to find out what went wrong in your case. This issue is of highest importance and we'll make sure to fix it as soon as possible.
 You don't need to delete any files or do anything locally in order to continue working with Icenium.

 I hope this will help and if you have any other questions or problems, please don't hesitate to contact us again. 

All the best,
Deyan Varchev
the Telerik team

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