[RESOLVED] Anyone else having issues with deleted board contents?

T
Userlevel 4

Hey all, 

When I opened one of our workshop boards today I noticed that 95% of the content was missing: There were probably more than 50 frames on the board, all disappeared without a trace. The weird thing is, not everything was gone. Two frames remained, one seemingly intact, the other one missing content as well. These two frames are the last ones I worked on yesterday, and the frame that looked complete was the last one I touched. It looks like everythings older than that has vanished.

I first assumed that one of my teammates might have deleted something by accident, but when I checked the activity feed, I couldn’t see any deletions. The last changes where made by me, and when I stopped working yesterday, the board was fine. I tried everything, web client, browser version, I asked others to double check – but the content is definitely gone (at least for the time being).

I have already created a support ticket, but I was wondering if anyone experienced something like this before and found a solution… or if I should just accept the content is gone and move on to Plan B.

We rely heavily on Miro for our work, are on a paid plan, and if this is an issue that others experienced as well, I’d love to know if we should consider looking for alternatives.

Marina 3 years ago

Hi everyone, 

We have restored the majority of the content that has been partially missing from some of the customer boards as of October 09, 2020, 12:23 UTC.

If you believe some of your content is still missing, we encourage you to reach out to our support team via this form.

We are continuing to investigate the incident to ensure this doesn't happen again, and will follow-up with a summary once we have more information.

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111 replies

Brandon Lee
Userlevel 4
Badge +1

Hi everyone,

Thank you for reporting the issue. We can confirm that some customers experienced degraded functionality and partial content loss within the past 24 hours. We identified the issue and already deployed a fix. 

If you were affected, please reach out to our Support team and share the link to the board with missing content, and we will work with you to restore it. 

Our apologies for the inconvenience. We appreciate your patience and understanding.

This is a CRITICAL issue @Marina how on earth would we be able to go back and look at our over 100 Boards to determine if I have lost content?  This is disturbing and requires a deeper dive by Miro into resolving as a whole and not at a case by case scenario.  This failure is at the extreme of seriousness, I would consider worse than a service outage, losing IP development can set any User of Miro back many years in development.  I expect a message from Miro executive level explaining the cause and corrective/preventative actions.  I need this to gain back trust from employees who questioned using Miro in the first place.

R
Userlevel 1

Hi @Tim Höfer , 

I’ve also experienced the same thing today. About 4-5 boards with essential discovery topics and content is missing. 

A
Userlevel 2

Hey there Marina. Can we get an update on likelihood and expected timeframes for data recovery due to this problem. It seems like status page loosely mentions the deletion of some content and the problem of slow loading is fixed but there are two major outstanding issues I think everyone here in this thread would like some resolution on: 

  1. can we get our lost data back and if so when. 
  2. can we continue to work on boards without the risk of loosing that data  also.

Most here, myself included, are engaged in projects where this is a crippling setback. As a huge advocate of Miro I implore you to reestablish our trust by demonstrating that you truly do have our backs and can restore our data with the greatest of haste. Please be transparent and keep us updated frequently and accurately. I’m sure many are waiting with anticipation for good news regarding the restoration of our data. 

Marina
Rank
Userlevel 7
Badge +5

Hi everyone here,

Our Incident and Engineering teams are working hard on resolving this issue, and our top priority is restoring the content ASAP. Please, stay tuned as there will be communications about the next steps from our team later today. 

If you haven’t reached out to our Support team yet, please do it via the form - https://help.miro.com/hc/en-us/requests/new - and share the link to the board with missing content, and we will work with you to restore it. 

 

Just a note - you can work on the boards now, as the root cause of the issue has been fixed.

 

Thank you for your patience and understanding.

M
Userlevel 1

Hi @Rohan Jagannath and @Tim Höfer , 

Yes the same thing happened to me and my colleague today. Important frames on a board completely disappeared overnight and the activity stream does not seem to indicate this particular deletion. I also wrote a ticket to support. We are also on a paid plan. 

If you find a solution or receive feedback from Miro, could you please post it here as well? Thanks!

Hopefully it’s a bug that can be fixed! 

( @Marina )

T
Userlevel 4

 And there is no auto-backup functionality.

 

Yeah, I mean we are on a paid plan, but having to download backups manually kind of defeats the purpose of using a cloud solution in 2020. Especially when using the same board for several activities over a longer period of time.

We have downloaded backups before, but mostly for sharing templates without having to worry about permissions (pre-Miroverse). There is also no robust versioning, which I would consider pretty important for a collaborative cloud tool. I was surprised clicking on an item in the activity stream didn’t bring me back to this state.

 

M
Userlevel 1

The same thing happened yesterday. I worked for months on the corporate strategy and today I found only fifth part of previous content I created before. There is no explanation. I didn’t delete any content. Can anybody know what really happened yesterday?

E
Userlevel 1

Hi there, keen to follow this thread as I’ve also lost 95% of a board that my team and I have been working on for weeks. The content was there this early this morning (Sydney time), then disappeared.

Hoping it can be restored very soon.

J
Userlevel 2

Marina, are your engineerings working to restore everyone’s data or only working to prevent it from happening in the future.

 

I think the community should know if our data can be restored ASAP.

 

Thank you.

C
Userlevel 1

Hello All,

We also lost the majority of our board today. The activity log does not indicate any deletions and the missing boards appear to be randomly removed. Our UX development is currently blocked due to this issue, hopefully the data can be recovered.

M
Userlevel 2

Thanks @Marina for the update. Still waiting for support team to get in touch. 

We’ve been big advocates of Miro and this really caught us off guard. 

All the best to you and the team and may we have our data back from this damaging randomness soon.

A
Userlevel 1

 

G
Userlevel 1

I have the same problem. Have sent my request to Miro’s support team. The worst thing is we can only backup our boards on paid plans. And there is no auto-backup functionality.

C
Userlevel 1

Hello guys, same thing happend to us. We’ve lost about 4 frames on one board with essential work. The board was still fine last night at 12pm (Berlin time) and when we got back in today, half of the content was suddenly gone. We depend on this content for an important workshop and although we are on a paid plan, we have not made any back-up because so far Miro worked without any problems. 

If anyone knows a solution, please let us know.

J
Userlevel 2

Hello All,

Same thing happened to our team today. We are on a paid plan and heavily rely on Miro for our content. I have called them and left a message and no reply yet.

 

Hopefully this get’s resolved soon as this is causing our business significant issues.

 

I think Miro needs to have auto-back up features.

J
Userlevel 2

Hello All,

We also lost the majority of our board today. The activity log does not indicate any deletions and the missing boards appear to be randomly removed. Our UX development is currently blocked due to this issue, hopefully the data can be recovered.

very frustrating. hope this gets resolved soon!

Marina
Rank
Userlevel 7
Badge +5

Hi everyone,

Thank you for reporting the issue. We can confirm that some customers experienced degraded functionality and partial content loss within the past 24 hours. We identified the issue and already deployed a fix. 

If you were affected, please reach out to our Support team and share the link to the board with missing content, and we will work with you to restore it. 

Our apologies for the inconvenience. We appreciate your patience and understanding.

N
Userlevel 2
Badge

Hi everyone,

We are so sorry this issue has happened to you all! 

Our engineers are on it already. You can follow the updates on the Status Page. I will also post an update in this thread as soon as I hear back from the team.

 

Marina - I went to that Status Page and all I can see is an incident of boards loading slowly. This incident doesn’t look like it’s listed as a live concern?

N
Userlevel 1

Hi all,

The same thing has been happening to us for 10 hours now.
I wish Miro would just go on Twitter and tell as many people as he can about the situation quickly.
Honestly, I'm anxious and it's keeping me up at night.
Hoping for a quick recovery ASAP.

Marina
Rank
Userlevel 7
Badge +5

Hi there,

A new update from the Miro team:

We will restore the lost content within the next 24 to 48 hours. You can expect additional communication from the Miro team about it.

We don't recommend editing boards with temporarily missing content, because when boards are restored, they will not include the changes that you make.

We want to apologize for the inconvenience and assure you that our team is working around the clock to ensure we restore all of the missing content ASAP, and prevent such incidents from happening in the future.

T
Userlevel 4

 

I have called them and left a message and no reply yet.

 

 

Same. We submitted a ticket but haven’t heard anything back so far. Luckily, our most important workshops are done, but we lost a ton of documentation. I am slightly displeased with the lack of response, if this had happened in the middle of a project we would be in big trouble.

 

D

Seems to be a further round of disappearing content around 3pm Sydney time.  Many of my team are reporting issues.

M
Userlevel 2

Yes! I thought i was alone. This super scary experience happened to us too! Please please please get our frames back for us. this is freaking scary. We spent months on it!

C

We have lost nearly 95% of our content from a two month engagement which is almost coming to a close! Miro can you please see to this glitch and see that we get our content back. This is absolutely absurd! never expected such a thing to happen! 

B

yeah same problem here, we planned with 150 people 3 days and a lot of content is now DELETED.

 

PANIC BUTTON *PRESSED*

 

Please help, gimme a call :)

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