Bug: Missling Highlights

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Posts 161
John Marino | Forum Activity | Posted: Sat, Feb 17 2018 1:26 PM

All of my highlights are missing in the book "Hide or Seek." When I go to my note file, the note says, "unavailable resource" even though I can open the book. Highlights are missing in all three devices: MacBook Pro, Dell PC, iPad. "Notes and Highlights" visual filter is turned on.

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NB.Mick | Forum Activity | Replied: Sat, Feb 17 2018 3:52 PM

John Marino:
All of my highlights are missing in the book "Hide or Seek." When I go to my note file, the note says, "unavailable resource" even though I can open the book. Highlights are missing in all three devices: MacBook Pro, Dell PC, iPad. "Notes and Highlights" visual filter is turned on.

Hm. Your description sounds as if you were looking at two editions of a book (one you open, the other you had made your highlights in and then lost access to). Another alternative is that the recent update of the book (on Friday) disrupted the highlights for some reason. Maybe Faithlife can speak to that.

Can we just compare the support info for a second?

LLS:9781939946645
2018-02-16T15:52:02Z
9781939946645.logos4

Edit: and what does it show, if you double click the blue "unavailable resource" text - it should open a "you don't have a licence" tab with a resource identifier.

 

Running Logos 8 latest beta version on Win 10

Posts 161
John Marino | Forum Activity | Replied: Sat, Feb 17 2018 6:15 PM

Here's the identifier info...

LLS:9781939946645
2018-02-16T15:52:02Z
9781939946645.logos4

Interestingly enough, when I click on the link in the notes document ("unavailable resource") it does open up the correct book.

I think you're correct about the update. I saw the update yesterday, and then today had this problem.

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NB.Mick | Forum Activity | Replied: Sun, Feb 18 2018 5:20 AM

John Marino:
I think you're correct about the update. I saw the update yesterday, and then today had this problem.

This seems to be the reason - FL updated a number of ebook resources recently, and another user found highlights missing as well: https://community.logos.com/forums/t/159417.aspx 

Running Logos 8 latest beta version on Win 10

Posts 161
John Marino | Forum Activity | Replied: Sun, Feb 18 2018 5:26 AM

That's a big discouragement. I hope that the highlights are still there and can be restored.

Posts 1578
Kenute P. Curry | Forum Activity | Replied: Sun, Feb 18 2018 11:16 AM

Well I can't restore mine, so now I have to go and highlight this book all over again.....

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JT (alabama24) | Forum Activity | Replied: Sun, Feb 18 2018 11:48 AM

Kenute P. Curry:
Well I can't restore mine, so now I have to go and highlight this book all over again.....

Unless you need the highlights ASAP, I would wait for a response from FL. 

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Andrew Batishko (Faithlife) | Forum Activity | Replied: Tue, Feb 20 2018 10:24 AM

I recommend using the following command in the command box: update note attachments

This requires that you are running the application online. It will update all of your notes that are attached to an older version of a resource. This could take some time to complete, but you will be shown a progress indicator notification at the top of the main window.

Once this completes, the notes should be able to find their correct location in the updated resource(s).

Posts 161
John Marino | Forum Activity | Replied: Tue, Feb 20 2018 11:10 AM

Andrew,

Admittedly I'm a little nervous about this, having lost the highlights to this specific resource in the first place. I have thousands of notes/highlights along with thousands of hyperlinks stored in my notes documents. Losing them would be catastrophic for me. Are you able to do two things for me first? (1) Confirm for me that this in no way puts my other notes documents or highlights at risk of being lost and (2) tell me how I can (for Mac) perform a backup of all my notes documents and highlights that I can store locally on my machine.

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Andrew Batishko (Faithlife) | Forum Activity | Replied: Tue, Feb 20 2018 11:51 AM

John Marino:

Andrew,

Admittedly I'm a little nervous about this, having lost the highlights to this specific resource in the first place. I have thousands of notes/highlights along with thousands of hyperlinks stored in my notes documents. Losing them would be catastrophic for me. Are you able to do two things for me first? (1) Confirm for me that this in no way puts my other notes documents or highlights at risk of being lost and (2) tell me how I can (for Mac) perform a backup of all my notes documents and highlights that I can store locally on my machine.

Unfortunately, there's not a practical way to back up your notes/highlights. However, every single change that is made to your notes/highlights that is sent to our server is stored forever. We don't throw away past revisions. That means that if something catastrophic happens, we have the capability to manually roll the state of your notes back to a previous point in time. That means there is no risk of loss.

If anything looks wrong as a result of this command, please let us know right away. Maintaining the integrity of your data is an extremely high priority for us.

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Andrew Batishko (Faithlife) | Forum Activity | Replied: Tue, Feb 20 2018 11:52 AM

Also note success using this command on the other thread: https://community.logos.com/forums/p/159417/955448.aspx#955448

Posts 161
John Marino | Forum Activity | Replied: Tue, Feb 20 2018 11:53 AM

How about for PC? I have an older PC that I use mainly for backup, but it does have Logos installed on it. Is there a practical way to export/backup notes documents for PC?

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Andrew Batishko (Faithlife) | Forum Activity | Replied: Tue, Feb 20 2018 11:56 AM

John Marino:

How about for PC? I have an older PC that I use mainly for backup, but it does have Logos installed on it. Is there a practical way to export/backup notes documents for PC?

There is no practical way to backup the data that is synced to the server on any machine. You could back up the files where the notes are stored locally, but after restoring them, as soon as you ran the application online, the server would send all of the recent changes down to your machine, where they would overwrite the restored notes (because it knows that the changes on the server are more recent than the changes on your machine).

Posts 161
John Marino | Forum Activity | Replied: Tue, Feb 20 2018 12:19 PM

Andrew,

I ran the command and it appears to have restored all my highlights. I'm grateful for your help and grateful that they've been restored. This entire event has reminded me how dependent I am upon the reliability of the Logos servers, and I'm walking away from this conversation feeling a bit uneasy about how vulnerable my data now appears to be.

I'd certainly feel a lot more comfortable if I had the opportunity to talk through this situation with one of your software engineers. I'd like to understand what is causing this to happen, and feel better about the security of my data. You said there was no practical way to backup data, but then said that it could be done. I'd like to explore the options here.

Could you have one of your engineers give me a call? My phone number is on my Logos account. Perhaps he/she could email me first to setup a time.

I trust that this won't be a problem. In every other area possible, I'm an extremely satisfied Logos user. I use it daily, and wouldn't trade it for anything. Grateful for all you guys do.

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Dave Hooton | Forum Activity | Replied: Tue, Feb 20 2018 2:01 PM

John Marino:
I'd like to understand what is causing this to happen, and feel better about the security of my data.

It would be good to know why this happened as we have been assured in the past that resource updates won't affect our notes. Does it affect only Highlighting? Will this "Update Note.." command have to be applied whenever our "notes" go missing?

Dave
===

Windows 10 & Android 8

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PetahChristian | Forum Activity | Replied: Tue, Feb 20 2018 2:17 PM

Dave Hooton:

John Marino:
I'd like to understand what is causing this to happen, and feel better about the security of my data.

It would be good to know why this happened as we have been assured in the past that resource updates won't affect our notes. Does it affect only Highlighting? Will this "Update Note.." command have to be applied whenever our "notes" go missing?

It would be nice if this process was automated, so whenever this "loss of highlights" would have happened (for whatever reason), the system would detect and transparently apply the correction.

I think FL has a lot of brilliant people working there, but not enough man-hours to accomplish everything they want to do.

My top three Logos 9 Wishlist items: Carta, Dark mode, and Hebrew audio bible, please.

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JT (alabama24) | Forum Activity | Replied: Tue, Feb 20 2018 2:20 PM
Dave Hooton:
It would be good to know why this happened as we have been assured in the past that resource updates won't affect our notes.
We haven't been given a definitive answer, but it seems to be related to the re-processing of Vyrso books. I know that this can happen with personal books when they are updated (primarily formatting related) and I think it is the same with Vyrso resources.

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John Marino:

Andrew,

I ran the command and it appears to have restored all my highlights. I'm grateful for your help and grateful that they've been restored. This entire event has reminded me how dependent I am upon the reliability of the Logos servers, and I'm walking away from this conversation feeling a bit uneasy about how vulnerable my data now appears to be.

I'd certainly feel a lot more comfortable if I had the opportunity to talk through this situation with one of your software engineers. I'd like to understand what is causing this to happen, and feel better about the security of my data. You said there was no practical way to backup data, but then said that it could be done. I'd like to explore the options here.

Could you have one of your engineers give me a call? My phone number is on my Logos account. Perhaps he/she could email me first to setup a time.

I trust that this won't be a problem. In every other area possible, I'm an extremely satisfied Logos user. I use it daily, and wouldn't trade it for anything. Grateful for all you guys do.

Let me try to clarify some things for you that might help ease your mind.

Each one of your notes is stored with a little piece of information that points to the exact location in the resource to which they are attached. This information looks something like the ID of the resource, the version of the resource when the note was created, the identifier for an article (a section in the resource), an offset into that article, and a bit of text providing the context of that location. As long as the resource has not been updated, we can find the exact position using the article ID and the offset. If the resource has been updated, then we make use of the context to try and find the correct location in the article in the new version.

For the vast majority of the changes that are made to resources, this process works. However, it has the constraint that text can't move from one article to another or else the correct location will not be found. Normally, when we update a resource, we don't allow text to move between articles so as to prevent this problem. However, there were a number of e-books (which are automatically generated resources) that were missing a table-of-contents. We wanted to update these resources to include that, but we missed the fact that this would make article changes, which would result in breaking the location of the notes. Ben is investigating a solution to this problem.

Nothing about your created data is missing or changed, the application just can't find the location in the current version of the resource where you originally created the note. Happily, using all the past revisions of our resources, we can store a bunch of information on our servers that allows us to exactly determine from one revision to the next where any given text in a resource moves. The command I gave you takes advantage of this information to update the positions of any notes that were created on an old version of a resource. The updated locations are then synced up to the server.

This command is almost never needed because we make a point to avoid this kind of breaking change. We're actually in the process of shipping this information with new versions of resources so that locations in the resource can be resolved accurately in the application without the need to connect with our servers. This should entirely eliminate this problem.

With regards to backing up your data, what I was trying to say about lacking a practical backup mechanism is that while you can backup the local files on your machine, there's no way for you to restore that state of your data if you have subsequently made any changes to this data. That said, in the event that Faithlife servers were no longer available an existing installation (or a backed-up installation) would continue to operate normally in offline mode. Take a look at "Is there a faster way to install Logos on another computer?" on the wiki for details about what needs to be copied in order to quickly get a new installation up and running. This will help you know what would need to be backed up.

I hope that helps!

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PetahChristian | Forum Activity | Replied: Tue, Feb 20 2018 5:01 PM

Thanks for sharing details that help preserve links. It's actually reassuring that so much thought has gone into the process to keep everything working, resource update after update.

Andrew Batishko (Faithlife):
We're actually in the process of shipping this information with new versions of resources so that locations in the resource can be resolved accurately in the application without the need to connect with our servers. This should entirely eliminate this problem.

Thanks for the work in progress to automate this process!

So the patch information would be downloaded alongside the resource, temporarily used, then deleted? (Just looking for clarification that disk space usage won't be increasing.)

PetahChristian:
I think FL has a lot of brilliant people working there, but not enough man-hours to accomplish everything they want to do.

Sorry for assuming that no one had time to already address this.

My top three Logos 9 Wishlist items: Carta, Dark mode, and Hebrew audio bible, please.

Posts 2165
LogosEmployee

PetahChristian:

So the patch information would be downloaded alongside the resource, temporarily used, then deleted? (Just looking for clarification that disk space usage won't be increasing.)

The patch information will be built into the resource file. I don't currently have information about the impact on file size.

PetahChristian:

Sorry for assuming that no one had time to already address this.

No problem. The issue is one that's been around for a while, and some of the pieces of the solution have been in place for some time. It hasn't been a high priority to complete the implementation because it almost never causes a problem. Happily, changes required for the upcoming new notes system prompted finishing things up.

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