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lisawerk
Member

No response on missing files

Last Monday I submitted a ticket because all the links and files from a client (they show up along the right side of the screen in Messages) disappeared. I was told I would receive an answer within 24-48 hours. I have yet to hear anything. New files from the client (provided after the first big disappearance) appeared and disappeared, then reappeared. I have updated support 3 times, but still haven't received any answer or feedback regarding this issue. Is this a one-time glitch or do I need to be worried about future files and links going missing?

 

Also, I understand that with the holiday last week answers may not come as quick as possible, but to get a assurances of a response on a specific timeline and then to have that timeline ignored is a bit frustrating.

 

Thanks,

Lisa

12 REPLIES 12
computerhxr
Member

I had a problem viewing a document that was uploaded in the teamroom recently.  They re-uploaded the document and it worked fine.  It seems like there was a temporary issue and some data was lost.  I hope you have copies of the document and can re-upload them for the client.  


@Daniel C wrote:

I had a problem viewing a document that was uploaded in the teamroom recently.  They re-uploaded the document and it worked fine.  It seems like there was a temporary issue and some data was lost.  I hope you have copies of the document and can re-upload them for the client.  


 It was every file and link I've exchanged with the client since day one of our contract. I have access to all the files, since they were downloaded, but all the links we exchanged for various reasons are gone as well. I will probably be okay not getting those back, as I either have them saved or can ask the client to resend, even though it's a bit inconvenient. My biggest problem is that I didn't get a response on what caused it, so I have no idea if it will happen again and what might cause it in the future. If the client sends something and those files and links disappear before I have a chance to see them and download, it could cause a problem.

Hi Lisa,

 

I apologize for the delay. I have followed up with the team and they need to investigate this issue further. I see that the files show currently but not all of them do. We will provide an update via the ticket as soon as possible.

~ Valeria
Upwork

It has been over two weeks and I still have not received a response on my ticket. On December 23 my ticket was acknowledged and I was promised a response in 24-48 hours. Other than Valeria's earlier post on this thread, I have had zero communication from Upwork regarding what could have deleted all of my files and whether or not it will happen again.

 

Even if they haven't figured it out yet, I would still expect some kind of communication rather than simply being ignored. I have made 3 follow up requests on the open ticket asking for an update to no avail.

 

Has anyone had this issue occur before? Any resolution offered from Upwork? I was forced to ask my clients to send me files via my email account from now on just so I can ensure they won't disappear on me, but it would be nice to at least get some kind of feedback.

 

lisawerk
Member

Hi Valeria,

Thank you for the response. The only links and files still available are the ones sent after 12/18. Anything shared before that date has disappeared. Nothing has returned except for 3 new links which were sent, disappeared, and reappeated all in the last week. None of the files from my initial ticket have reappeared. For one client in particular, this means dozens of relevant links and files are missing. Many of those I've saved, but it would be nice to have them more easily available alongside the messages as I'm communicating with the client. My main concern is figuring out how it happened to prevent it from happening again.

Thanks,
Lisa

Lisa,

 

I understand your frustration from the disconnect in conversation on your ticket. I just spoke with a member of our engineering team and they would like for you to recheck for those files. You may need to close or restart your browser. Let me know if they have appeared or are still missing.

 

Thanks,

 

Lena

Untitled

Lena,

 

It looks like most of them have reappeared for one client in particular. I still believe there are some missing, but since I managed to recreate or access the saved files and links I needed, I couldn't tell you for sure which ones are gone. However, I'm looking at another clients messages at the moment, and it claims "No files & links have been posted to this room." even though I can clearly see the file and links in the message itself, which are not clickable. My main concern at this point is that my ticket was ignored for over 2 weeks, I don't know what caused the glitch, and I have no way, other than insisting that clients send me files through email rather than Upwork, to know if I might be at risk of losing files in the future. If this is just a glitch, or something I did, it would be nice to know so I can prevent a repeat.

 

Thanks,

Lisa

Thanks for getting back to us, Lisa. I understand your frustration and we are working with the team to get it solved for you. Could you please add information to your ticket with a link to the room that's still missing files?

Thank you!

~ Valeria
Upwork


@Valeria K wrote:

Thanks for getting back to us, Lisa. I understand your frustration and we are working with the team to get it solved for you. Could you please add information to your ticket with a link to the room that's still missing files?

Thank you!


 Valeria,

 

Thank you for your response. While I appreciate the attempt to return every missing file, as I mentioned, the biggest problem is not that some of the links and attachments are gone, but that I don't know what caused the disappearance in the first place. I have managed, either through documents or links I've saved, or through contact in email with the client, to get access to everything that disappeared. Right now, it would take significant time to go through each message thread, pinpoint exactly what's disappeared and from which thread, and provide links to all the rooms that had something go missing, especially since I have managed to work around their disappearance in the last 2 weeks. I am happy to close the ticket if I can simply get a response regarding what caused the issue in the first place so I can prevent a repeat if possible.

 

Thank you,

Lisa

ivanstrug
Member

Well, this is why I am using specialized cloud storage service and practically never use workrooms - each company should focus on what it does best. Upwork being one of the best job boards that for some reason is trying into something that is not its key competence 

 

I agree.  Everything is saved to my computer and backed up nightly to the cloud.  I don't even use messaging when I can avoid it.  I worked for too many firms that had top notch servers and still lost files.


@Mary W wrote:

I agree.  Everything is saved to my computer and backed up nightly to the cloud.  I don't even use messaging when I can avoid it.  I worked for too many firms that had top notch servers and still lost files.


I'm not sure I understand. How do you back up all the messages with their links to a cloud server? 

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