Service Outage Announcement: 7 Oct 2024

And noone seems to have any idea about eta. Yes, it’s far beyond anything acceptable.
When this situation persists there is a growing concern about the sustainability of it all. This is really bad!

We already know data recovery will take lot of time, alternatively they will restore a cold backup which I think mean a snapshot of data taken from a point in time earlier then when it went offline.

No more complaint on that will help.

Now, I got to think of how Nextcloud sync client operate at server restore…
-It removed local files that do not exist on server
/!\

I did a test last week on my hired instance StorageShare at Hetzner:
I created new files both locally and from within my Nextcloud web login, in a folder that Nextcloud client syncs with my computer.
Then I restored a backup (using Hetzner konsoleH interface) from a time before I created the files.
Of course the files on the server “vanished”.
Problem: The sync client deleted the files on my computer too - without asking. (both the files created locally, and them created on server)

The best workaround I can think of so far, is to in the sync client settings check the box that tells it to move removed files to trashcan. And then we must watch what happens and catch them. Another problem is that this setting affect all servers configured.
(the sync client really suck in many ways…)
So first step for now is to set pause on any file syncing to Murena.io.

Edit, adding: I plan to try an alternative way on my computer: remove the current sync to Murena, and create a new one to a new local folder. After Murena wakes up and client sync, I can compare the folder trees using a suitable tool.

This is nextcloud-client 3.13.4, on Mageia Linux, Plasma.
How other sync clients (i.e. to phone) handle local files that are not on server after server restore, I have not tried.

This really need to be tested and reported by Murena.

/Edited for new paragraph, typo and clarity/

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Really important and good advice, thanks.

Getting all devices and files back in sync is going to be a nightmare for some users, especially if they’ve modified the same file on different devices. I’m pretty sure I’ve avoided that, but just to be on the safe side I’m going to make copies from each device of anything in the sync perimeter that’s changed since 5 October.

@Manoj I would suggest that all users be copiously warned before the sync servers come back on line. By e-mail for example.

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The worse is we have no idea of it will some day goes on… A daily official post is needed

I have passed on the feedback to the team.

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Hello @manoj,
Everyone has been waiting 5 days for an estimate of the resolution date (not the effective resolution). What’s the problem that’s preventing us from making this estimate? If it’s not possible to make this estimate, is it possible to have a day-by-day tracking of the steps taken? Because if you’re moving forward into the unknown, so are we, maybe it would be a good idea to move forward together.

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What a joke. almost a month later and nothing.
tldr good luck with the project, but I won’t be sticking around. Waiting for whenever files are back online to migrate, if they even still exist to begin with

Fortunately i avoided putting all my eggs in one basket - and used only for some email and low priority shared files but now coming close to a month of downtime/zero access to these files I now urgently need. Sure i have older offline backups, but what would be the point of a cloud service if i had to save an offline copy every time the file was updated ‘just in case’?

Letting hardware degrade enough causing faliure of enough drives resulting in weeks of downtime AND not have any alterantive measures is a joke. Only end of last week on the 25th Oct has hardware been purchased to get things back up with ETAs ranging from a week to several because no one knows what plan or course of action to take.

There’s downtime sure, it happens, especially for a smaller team i can acknowledge that and be mindful of when waiting - but i dont think that applies here anymore, its outright lack of service. The feedback and updates have been poor, some vague and generally slow. Dont care for excuses or apologies anymore.

Just disappointed, i honestly thought it was a viable alternative but now have zero confidence in using murena at all.

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Lots of person seem to take extra pleasure in kicking murena when it’s down. That energy could probably better be redirected in hoping that they learn from what happened and that from now on they take extra step so it does not happen again.
I am sure we all messed up at least once in our jobs, I know I did and I am glad I was surrounded by understanding people (or by silent people at worst)

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Yes. Yes. Yes. Ill be sticking around because, to me, it demonstrates that it really is a company that independent and has no ‘big boy’ support. Its a big vision and I’m keen to be a part of its growth. Its a bad situation to be in for all of us, I get that. But…

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I now copied all local data to a folder on another drive.
So after sync have resumed I can compare the folder tree.
Anyway extra backups are good :wink:

Glaube mir, das hat überhaupt nichts mit Freude zu tun.
Ich zum Beispiel zahle bei Murena doppelt soviel für die Cloud wie z.B. bei Apple
und ja, es kann passieren, wofür ich absolut kein Verständnis habe ist die Kommunikation, die ist nämlich nicht vorhanden. Zumindest nicht, wenn ich für eine Sache, die ich anbiete, Geld nehme.
Und wenn man seit Wochen nicht an seine daten kommt, ist es gelinde gesagt einfach nur zum Kotze… Ich bin zahlender Kunde und habe ich nicht mal eine einzige Mail bekommen und muss mir meine Informationen zusammen suchen, das hat mir Service, für den man Bezahlen möchte, nichts mehr zu tun.

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@Manoj App Lounge service down?

App Lounge say today and yesterday the anonymous account is inaccessible. It suggest to update session to get another anonymous account and I tell it to but that dialogue reappear immediately.

Tried yesterday, tried now. Incl rebooting phone, remove cache data, even on my new not yet in use FairPhone 5 I also reset all phone data.

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@Manoj I was wondering, do you have an ETA when it will be possible again to register new murena.io accounts (and to login whith them)?

It has been close to a month and I still do not have access to my files, I essentially only use the storage for some services, but more importantly, my passwordmanager database file. While that is my issue for not having local backups, it is pathetic that there is so little communication and that it takes so long. In the future I will not trust the services for important things because there are no redundancies and I cannot trust that users are protected.

All in all, after the last month and with the current status (e.g. AppLounge is no longer working) I have to say: It feels like my journey with Murena is coming to an end.

It’s time to move on. But it’s been a great few years - and it’s a shame that /e/OS couldn’t be marketed adequately.

Is there any way to access our files directly from Nextcloud? I’m being naive I know.

We do not have an ETA on the new account creation or the access to documents. Will share once I get some updates from the team. They are working on restoring the backups and progress has been slow.

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AppLounge is shown as operational here but is not working on my Fairphone 3 running /e/os. Is it normal ?

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I get this message trying to access my files:

This version of Murena Workspace allows a minimal access only. This means some configuration you set previously (e.g. additional mail accounts) as well as some functionalities (e.g. Files, PGP) may not be there. You’ll find them back when everything goes back to normal.

Regain your privacy! Adopt /e/OS the deGoogled mobile OS and online servicesphone