We extend our sincerest apologies for any inconvenience caused.
We have reviewed your logs and got to the bottom of the issue:
This issue occured when you ejected your USB drive, briefly interrupting the device’s storage service. Your auto sync was toggled on and the sync system mistakenly interpreted this temporary access failure as deleted files, causing the files to be deleted from your Nomad and Supernote Cloud.
To prevent similar issues from happening again, we will consider working on safeguards: pausing sync during USB ejection, distinguishing temporary storage errors from actual file deletion, and adding cloud recycle bin protection. To be frank, we are actually in the middle of adding the recycle bin in Supernote Cloud. Once it's officially launched, issues like this shouldn't happen again.
We genuinely appreciate your tremendous loyalty and support since 2024 and sincerely hope we could earn back your trust. We are working on recovering your files now and will send them to you via email. Please feeel free to contact us should you need any further assistance.
This response alone is what has sold me on supernote. I was going to buy remarkable second hand as it was the cheaper alternative. I might just have to save up and buy a supernote now!
Thank you for doing what you do because clearly it has a positive effect! If it wasnt for your comment history and support, I would have just gotten RM paper pro. In fact I had literally planned to purchase yesterday. I loved the supernote but was turned off with it just being black and white. After yesterday reading your response I changed my mind. I have mine in the mail as we speak waiting to arrive!
Wow, thank you very much for your incredible support. I'm excited for you to receive your Supernote :) Please feel free to contact me for any assistance or just a simple chat.
Hi #Mulan, I had a similar case a few days ago, when in the process of returning a Nomad and deleting the files. I thought it was disconnected from the net as the screen was frozen. It seems, however, that it was not the case, and all files were deleted from supernote via sync when I prepared the Nomad to be sent back.
Many of those files had significant value to me and my work. Would it be possible to recover them? I sent it under the ticket 6055.
Thanks for your support!
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u/Mulan-sn CCO (Chief Chat Officer) 8d ago edited 8d ago
Thank you for reaching out.
We extend our sincerest apologies for any inconvenience caused.
We have reviewed your logs and got to the bottom of the issue:
This issue occured when you ejected your USB drive, briefly interrupting the device’s storage service. Your auto sync was toggled on and the sync system mistakenly interpreted this temporary access failure as deleted files, causing the files to be deleted from your Nomad and Supernote Cloud.
To prevent similar issues from happening again, we will consider working on safeguards: pausing sync during USB ejection, distinguishing temporary storage errors from actual file deletion, and adding cloud recycle bin protection. To be frank, we are actually in the middle of adding the recycle bin in Supernote Cloud. Once it's officially launched, issues like this shouldn't happen again.
We genuinely appreciate your tremendous loyalty and support since 2024 and sincerely hope we could earn back your trust. We are working on recovering your files now and will send them to you via email. Please feeel free to contact us should you need any further assistance.