folders and photos missing

[touriga]

All folders, thumbnails and photos in my system have disappeared.

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NoFolders.png (20.33 KiB) Viewed 4011 times

The catalogue still seems fine just no photos showing.

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When I started idImager it gave an error about something missing. Alas I did not screen print it, but I did submit the error to idimager.
After a few minutes idimager opened and seemed fine except for the missing folders and photos. I checked for updates and there was one that I installed. I elected to upgrade the database. I then closed the application and restarted it. The error message was gone, but the folders and photos have not reappeared.

I was going to do an "Import Folders", but decided against it in case it further damages the system and thought I would post this topic first.

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Nothing has changed to my knowledge that would have caused this. I last used it probably 1 - 2 months ago.

The location and access to my photos has not changed and all seems ok.

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Any ideas? And what is the quickest and safest way to getting everything right again?

I have a backup of the catalogue is needed.

[Hert]

Any ideas? And what is the quickest and safest way to getting everything right again?

See my signature and also rule #5 of the forum.
If you need support then the fastest is to contact support.
In this case I cannot help you here on a public forum. So you need to contact support directly.

[touriga]

Hi Hert
Thank you for your advice. I have posted this to support.
Regards
Rob

[touriga]

Fixed by the amazing Hert with his "Support" hat on.

[*Rich]

An important topic. Too bad the solution was not shared w. the forum. Not even an update post other than "Fixed by Hert."

I am considering buying Photo Supreme, but it appears I can not make an evaluation on how easily (or not) I can recover from a problem with PS -- if the experts on this forum respond with, "...I cannot help you here on a public forum ...you need to contact support." Not helpful to others and creates doubt about this company's commitment to serving its customers in a transparent way.

[Hert]

I will never ask a customer to upload their database to a public forum. And I don't think that any user would feel comfortable being as transparent to share their catalog on a public forum.

[snowman1]

I am considering buying Photo Supreme, but it appears I can not make an evaluation on how easily (or not) I can recover from a problem with PS -- if the experts on this forum respond with, "...I cannot help you here on a public forum ...you need to contact support." Not helpful to others and creates doubt about this company's commitment to serving its customers in a transparent way.

As a very longstanding user and forum member I would say that is not a fair statement. I would, overall, rate support responsiveness and transparency very highly. Also, Hert is always very careful, in my experience, to ensure customers' data is protected. Hope that helps prevent you taking away what I think is an incorrect impression.

This forum is a great source of help and advice, to which Hert often contributes and helps users (in line with the parameters he's referred to) and there is also a formal bug reporting support site (Mantis). Again, hope that helps.

[Ralf]

@ snowman1, I can only agree with that, I have rarely seen better support and support like here anywhere else.
I've also been here for a long time, back then it was called different and I was always helped and at a pace that is really great.

Great statement

[Carbo]

It's funny but I had exactly the same feeling as Rich. I'm testing the free version right now (thanks again for making it available!) and as PS is an important investment, the activity of the forum is also an indicator that seemed interesting to me.

And it's fair to say that the low activity gives a false impression. I was able to see the responsiveness of Hert on a problem that I reported and that was corrected in 2 days but in the end no communication was made on the forum. I saw in the changelog that it was corrected but it was me who finally indicated it on the forum. A little more answers would confort future buyers like me
Similarly I am very interested in the PS Online feature but its forum is almost dead. And for me, the evolution of this feature will decide if I start on the single or server version.

It seems that there is a lot in mantis but how can we access it? Is it reserved for buyers? I will be very interested to see the feature request in progress !

All that being said, PS looks amazing and I can't wait to get into the full version

[G8DHE]

Mantis is only for reporting problems, you just need to register I don't recall doing anything else, but it was a while ago!
Some support activities do need to be discussed on a one to one basis, as otherwise people will try process's out which seem like a good idea at the time but should only be used when problems have been clearly identified and appropriate backups have been taken etc.