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I've lost all of my scripts!!

Jul 3, 2012 6:52 PM

Tags: #crash #scripts #adobe_story

I've lost all of my scripts in Adobe Story Free - I started getting error messages about losing my internet connection (not the case). I closed adobe story after checking my script had been recently saved and when I reopened Adobe Story ALL MY SCRIPTS were gone and it had defaulted to the initial opening screen with the first default project.

How could this happen? Pretty frustrating after being assured that working from cloud software prevents this type of thing from happening. Help!

2793 Views 30 Replies Latest reply: Leal, Oct 9, 2012 4:16 PM

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1. eugeneright,

Jul 3, 2012 6:58 PM in reply to GraceReck

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Same thing happened to me. I had trouble connecting... the story app hanged, etc.
Finally got back in and it went to the home page with the tutorial vid. Clicked on PROJECTS and EVERYTHING GONE except the sample Paladin...
I exited the app... opened it again... same story. Logged into the web, same thing.

I've been so impressed with Story... this is very frustrating. I had a bunch of scripts in STORY. So glad that I had exported them all to PDF's but it's going to suck having to retype them all...

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2. GraceReck,

Jul 3, 2012 7:26 PM in reply to GraceReck

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I'd also like to add that I was one of the first at our company to obtain a CS6 Cloud licence and was in the process of moving these scripts over to my new Adobe ID and Adobe Story Plus. I can't believe the scripts can just disappear like that.

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3. AnubhavRohatgi,

Jul 3, 2012 7:37 PM in reply to GraceReck

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Hi

Can you email us your adobe ID so that we can investigate this further.

--Anubhav

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4. GraceReck,

Jul 3, 2012 7:39 PM in reply to AnubhavRohatgi

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Anubhav,

What's the email address I should use?

Thanks.

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5. AnubhavRohatgi,

Jul 3, 2012 7:45 PM in reply to GraceReck

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Please email your adobe ID to adbestry at adobe dot com and well investigate this.

Can you also tell us what error message do you get when you log into your story account or try to open your scripts.

--Anubhav

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6. GraceReck,

Jul 3, 2012 7:50 PM in reply to AnubhavRohatgi

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Thanks Anubhav, I've emailed my ID to abdestry.

Just for everyone else's info, the only error messages I received was while working, Adobe Story told me that it had lost internet connection - all other browser windows and my email were working at the time.
It then told me I couldn't edit and that it couldn't lock the screen. I then closed Adobe Story after checking that it had recently auto-saved my script.

When I reopened Adobe Story in my browser all my scripts are were gone and it had defaulted to the initial opening screen with the first default project.

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7. GraceReck,

Jul 3, 2012 10:53 PM in reply to GraceReck

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Hi Anubhav,

Can you please provide an estimate on when I can here back from Abdestry? I sent him the email as requested and have not heard anything.

Thanks.

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8. AnubhavRohatgi,

Jul 4, 2012 4:13 AM in reply to GraceReck

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I have still not received your Adobe ID.

Are you sure you’ve emailed it to adbestry@adobe.com<mailto:adbestry@adobe.com>

--Anubhav

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9. AnubhavRohatgi,

Jul 4, 2012 4:15 AM in reply to eugeneright

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Guys.

We’ve not had users lose data using story yet. Please send us your adobe id and we’ll try to debug the problem at our end.

Email us at adbestry@adobe.com<mailto:adbestry@adobe.com>

--Anubhav

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10. GraceReck,

Jul 4, 2012 2:39 PM in reply to AnubhavRohatgi

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Yes, I've emailed adbestry@adobe.com twice with no reply.

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11. GraceReck,

Jul 5, 2012 2:34 PM in reply to AnubhavRohatgi

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I have emailed adbestry@adobe.com three times with no response - can someone confirm the adobe story team are receiving these emails?

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12. AnubhavRohatgi,

Jul 5, 2012 9:32 PM in reply to GraceReck

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We are and we’ll get back to you soon. We are still investigating what happened here.

--Anubhav

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13. eugeneright,

Jul 7, 2012 10:18 AM in reply to eugeneright

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Just a quick update...
I received a quick response from Ratnesh Kumar (one of the Adobe Story Team) and he was able to get it fixed and all of my stuff is there.
Thanks so much Ratnesh for the fantastic customer service... you really saved the day!!

Thanks!

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14. GraceReck,

Jul 8, 2012 2:17 PM in reply to eugeneright

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Me too - Ratnesh contacted me and let me know it was a linkage issue on their end. He's restored all of my scripts and was very helpful.

Thanks Ratnesh for your help.

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15. dylanwho,

Jul 11, 2012 12:32 PM in reply to GraceReck

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My scripts are gone too. Great.

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16. rdbookout,

Oct 9, 2012 8:17 AM in reply to AnubhavRohatgi

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I seem to be having this same problem today. When I sign in I get an error message saying:

"Your request cannot be completed because you have lost the internet connection. Please check your computer's settings and network connections and try again"

When I check other websites my internet connection is working fine. Occasionally my files will appear, but when I try to open them I get the same error message. I've logged in and out several times, and it does the same thing each time.

I am also using the online version, not the desktop application.

Any help will be appreciated! Thanks in advance.

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17. steventwood,

Oct 9, 2012 9:34 AM in reply to rdbookout

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Just started having the exact same problem. They do not offer phone support or online chat support as the agents are not skilled with Adobe Story. Above I found the email address:

adbestry@adobe.com

I sent an email so hopefully this will get resolved. In an above post, the admin said that it is a linkage issue on their end that needs to be fixed. Hope this helps!

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18. steventwood,

Oct 9, 2012 9:35 AM in reply to steventwood

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Thank you in advance Adobe Story team! I love your product and hope to love your customer service as much! Wink wink!

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19. Sandeep (Story team),

Oct 9, 2012 9:43 AM in reply to steventwood

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Hi,

Can you please share your email id with me so I can take a look at what could be the problem.

You can mail me at chandnacom

Thanks
Story team.

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20. Leal,

Oct 9, 2012 10:11 AM in reply to Sandeep (Story team)

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Hi,

It seems I am also experiencing the same issue. What makes it worse it that this happening at a time when I need to finish a script urgently. Who do I need to email?

Thanks

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21. Sandeep (Story team),

Oct 9, 2012 10:14 AM in reply to Leal

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Hi,

We are facing some downtime from our service provider. We are looking into it and will send an update very soon.

Story team

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22. steventwood,

Oct 9, 2012 10:18 AM in reply to Leal

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chandna@adobe.com

Good luck!

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23. steventwood,

Oct 9, 2012 10:18 AM in reply to Sandeep (Story team)

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Ok. Thanks!

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24. Sandeep (Story team),

Oct 9, 2012 10:31 AM in reply to steventwood

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Hi,

Service has been restored. Please try again now. Sorry for the inconvenience.

thanks
Story team.

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25. Leal,

Oct 9, 2012 10:31 AM in reply to steventwood

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It seems to be back up again. Gave me a scare for a few minutes, but it's good to know things are working again.

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26. Leal,

Oct 9, 2012 10:32 AM in reply to Sandeep (Story team)

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Yes it's working again. Thanks for the assistance.

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27. Aishasolo54,

Oct 9, 2012 11:56 AM in reply to Leal

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What did you have to do to get a response from the Story staff???

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28. Leal,

Oct 9, 2012 4:05 PM in reply to Aishasolo54

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I simply posted and they were looking into the issue. It seems there was something wrong their service, but things are now restored. I was able to log in and access my scripts. If you cannot login try responding the the Story staff above, or email him at: chandna@adobe.com

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29. Aishasolo54,

Oct 9, 2012 4:09 PM in reply to Leal

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Thanks for responding. I was sending e-mails and putting comments out of
desperation. A guy (?) named Sunny started a chat and told me to switch
from Chrome to Firefox. As soon as I did that, the scripts came right up.
Yea!!! How do we make sure Adobe folks get points?

Aisha

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30. Leal,

Oct 9, 2012 4:16 PM in reply to Aishasolo54

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Ah ok, good to know that you got it fixed. Am not too sure how to give points. I guess at the bottom if you click "yes" where it says "Was this helpful?" is how you give points.

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