Lost all my data - Please help
 

Hi,
I have been a Gas Cubby user since its release & I regularly synch my data. The most recent sync was a couple of days ago. I installed v.2.6 yesterday and after experiencing repeated crashes, decided to delete the App & reinstall the previous version, confident that I would be able to restore data since I had just synched the previous day.

However on tapping on the Online Sync button, none of my data was restored. I have tried the tips in your "Recovery" page without any success. I have lost years of data and maintenance information that I had entered in the Notes field.

I would be grateful for your help in restoring my data. Please could you tell me how I could send you a direct email with my email address.

Thank you very much.

Have you already tried these steps?
https://www.fuelly.com/gascubby/suppo...srecovery.html

Yes, I have. The Sync process ends in a few seconds and no data is restored.

I'll reach out to our developer (Josh) to see if he can research the sync database for your data. He's been very busy working on 3.0 and more recently pushing out the 2.6 for our iOS8 users.
We're working to squash all the bugs that are developing with that update, but I'll let him know when he's able to come up for air if he can look into this for you.

I appreciate your patience and will update this thread as I hear back.

Robert, I note that you are on-line. Please could you let me know when I might be able to get my database back? It contains important information that I will need by the weekend.

Thank you.

Sorry, just seeing this now.

I sent you a PM via Fuelly Mail.

Have responded to your message. Hope that you will be able to retrieve my data soon.

Received. Thanks!
Josh just signed off for the night about 15 min ago. I'm sure he'll dig in when he finds a moment tomorrow.

Thank you.

That'll teach you to trust someone else's system.

I have not heard back from Josh. Any idea if he has had a chance to search for my data.

Robert, I see that you are online & am hoping that you can help. I have not heard back from Josh. I am having a problem with my car & need to access information that I had stored in the App (& backed up to your servers).

Would appreciate a reply
 

Robert, Josh or Andyrobo,
The silence is deafening!
Would appreciate if you could please help, or at least acknowledge that you cannot, or are not willing to assist in retrieving my data.

EmGe, we want to help you but we need to ask you to be patient. We had our hands full last week with the iOS8 release of Gas Cubby that caused crashing on the iPhone 5s. All our resources were focused on getting a new release out. Josh was actually on vacation and working night to get that done. He's traveling home this weekend and I'll send him a reminder about your issue right now.

If your data is synced on the GasCubby server, you should be able to get it back. Nothing has changed with the sync server, it's the same system that's been in place for years. We have a new version of GasCubby submitted to the App store right now and once that is approved you should be able to install and sync up just as you did in the past.

I suspect you provided Robert and Josh your sync email so they can track down your account?

andyrobo, Thank you for your response.

I am more than willing to wait. All I am asking for is reassurance that my data (years of it, including information pertaining to a current problem) are safe & can be retrieved.

Yes, I have provided Robert & Josh with my sync email address.

EmGe, the sync server has been untouched. The data we have in there is available. As long as your old data wasn't overwritten for some reason, then I don't see why we can't get to it. The only concern I would have is somehow empty data was synced on top of populated data but from the programmers have told me the system was designed to not let that happen.

Thanks for your patience, we'll get back to you as soon as possible.

That is my grave concern! When I synched, no information was downloaded from the server.

Request for update
 

Robert,
I have been in email correspondence with Andy. The last I heard was that he was going to send the information I provided to the iOS developer (I presume, Josh) in your team. Please could you give me an update of the status of retrieving my data?

We received the info from Andy and are currently still researching this issue.
I believe Andy sent you some steps to try and recover your data locally. Were you able to try these steps yet?

I'll post them here for reference-

Yes, I have tried to retrieve the data from my iTunes backup using the method Andy suggested.

Since iTunes backups overwrite the immediate previous version, the backup I performed after deleting the crashing v.2.6 (anticipating that I would be able to restore my data by reinstalling v2.5 & then synching with your servers) did not contain the Gas Cubby data. So, my only hope appears to be retrieving the data from your servers.

Request for update
 

:banghead::Andy/Robert/Josh/Hired programmer,
Please can you let me know if you have an update on the status of my backup data?

Andy, I have left several messages on your voicemail & have not received a response.

I'll touch base with Andy and Josh in the morning to see if we have an update.

I understand your frustration and truly appreciate your patience.

EmGe I just replied via email. It looks like there is a very limited case that is causing sync to not working for a very small amount of users. Out of 109,000 users who have used sync only about 500 that have synced in 2014 are showing signs that their account MIGHT have an issue.

We are going to release an update which will provide a backup method to upload an entire SLQLite backup to our server with a link to download to your hard drive. We will email our users with information about this once it's ready.

To fix any syncing issues we are focusing our resources on v3 which will sync in a totally different manner with Fuelly.com. It will not have any of these issues.

I know how bad it feels to loose data, it's happened to me too. As I mentioned my wife pressed the wrong button on her iPhone and we lost the video of our daughters first steps. It stings. I hope you will continue to use Gas Cubby, once we have Fuelly integrated it's going to be a much more robust product.

Is it known what may cause someone to be in the "500" that MIGHT have an issue. I have a 4S, am still on IOS 7, and still on version 2.5. Just wondering if there is anything I can do to minimize the risk of being one of the potential "500" with an issue. I have data entered for 4 of my vehicles all the way back to 2007 and do not want to lose what I have. I am very much looking forward to being able to access my data on the web.

Ray,

We have a new update for Gas Cubby coming out soon which has a link to backup your entire SQLite database. I would consider waiting and simply upgrade to that version when it comes out. Your data is not at risk with the upgrade, it does not touch the database, it's powered off the exact same database.

I'd also run the sync, it's working for 99.5% of folks. If you want, we can help you test by adding one of our test devices to your account and then syncing the data over to our phone to make sure it's working fine. If you want us to test for you, please contact support at fuelly.com.

The SQLite backup is the best way to ensure you have a backup. So running that from the new version is really the best way to ensure you have a solid backup. Another way to get a SQLite backup is to run the iTunes backup and then pull the SQLite file from the backup.

Regards,

Andy