Attachments keep getting lost

[streetwriters]

I have at least 2 separate notes where I've successfully added attachments, and then viewed them on separate devices (to confirm that they indeed have synced), and now, subsequently they are not available on devices they were previously.

With one note, they don't even attempt to download (just grey placeholders), and with the other, they are claimed as zero length files.

This occurs for both notes even through an incognito browser session (where everything is downloaded fresh).

I really want to trust the app, but right now it is hard to do so.

Device information:
App version: 3.0.2-c9a8134-desktop
OS: OS X 10.15.7
Browser: Electron 29.3.1
Pro: true

[ammarahm-ed]

Hi, did you add the files on mobile or desktop? Did you run file check on any of the devices?

Do you use the mobile app? Android or iOS? And if yes, what version are your apps?

Can you try to reproduce this issue or provide the steps?

[stevesbrain]

Hi, I added these from a mixture of iOS, iPadOS, browser, and macOS desktop app.

I’ve tried to reproduce the issue with new notes, but haven’t yet been able to. I checked further and this applies to all but 5 of my attachments though (the rest all have this 0 bytes response). Mobile still has the same issue of photo picker with compression = placeholder image, but the uncompressed images attach correctly. I will continue trying to reproduce this with new attachments, but for now the old seem gone

[stevesbrain]

Actually, having said that, I just uploaded a two images from the desktop app, and a “.bear” note. These appeared to upload fine in the desktop app (3.0.2) but never appear in the ipad app, nor in a new web app session, so reproduction seems as simple as “create a new note, upload files, then check from another device”. Also weirdly enough a number of .png and .clip files show up under the audio tab of the attachments? :/

[ammarahm-ed]

Hey @stevesbrain can you try updating the iPad/iOS app to v3.0.2? that should fix compressed images showing as placeholders and audio tab showing all files.

[stevesbrain]

Can confirm this fixes the placeholder issue on source device, but provides a broken image when viewed on the web after uploading (I think because this gets pulled in as HEIC, as I can download it, so it’s not the same issue as I’m getting when uploading from the desktop app)

[ammarahm-ed]

so reproduction seems as simple as “create a new note, upload files, then check from another device”

Jus tried this, files seem to upload normally and I can view them on another device too. They are uploaded. On the desktop app can you run file check on the uploaded files? The file check should pass if the files are uploaded.

never appear in the ipad app, nor in a new web app session

What happens when you make edits to that note? does that note update or no? Normally the note will update and include everything like images etc as placeholders then load them.

[stevesbrain]

I cannot check the files as the note properties shows no attachments.

I can successfully edit one of the notes however.

Any ideas re the rest of the attachments that previously worked but now don't?

[ammarahm-ed]

I cannot check the files as the note properties shows no attachments.

I can successfully edit one of the notes however.

Any ideas re the rest of the attachments that previously worked but now don't?

When you open the note, does it not show the placeholder for the image? And note properties show no attachments on all devices?

You can check if the attachments are uploaded by going to Settings -> Profile -> Attachments on desktop.

Did you by any chance run force sync on any of the devices before this issue appeared?

[stevesbrain]

So the notes all show placeholders correctly. The note properties shows no attachments on any device, save for the source. On the source device (that I have closed and reopened, but not logged out from yet - in case needed for troubleshooting) they show, but with a single tick on note properties. Attempting to verify these spins the verification wheel once, but changes nothing/provides no status message. Despite showing no attachments in properties on other devices, they include an accurate count of attachments on the list icon (with the paperclip).

Never ran a force full sync, have clicked the little sync icon when no sync activity has occurred, but that seems to just kick off a "changes" sync, not a full sync from what I can see.

[stevesbrain]

And for notes that have lost attachments that used to work, they all show on all properties on all devices, but don't verify (zero length/size message)

[ammarahm-ed]

On the source device

Can you try adding those attachments again on the source device? Also on the source device do the images render or they are also shown as placeholders even on source?

[ammarahm-ed]

@stevesbrain Can you drop an email at support@streetwriters.co with this issue number mentioned.

[stevesbrain]

On the source device, if I attach the images again, they show up in the note, but do not upload (or show any extra copies on the attachment). The note modification timestamp doesn't change, and no changes (not even placeholders) are reflected on other devices. The images to render on the source device however. I will drop an email to support.

[stevesbrain]

Can now be closed as it was addressed via private support channel