Teambrain crashing
Widget Name: TheBrain Technologies
Date: 2025-02-18 00:38:28
Email: sander.rabin@gmail.com
Name: sander.rabin@gmail.com
03:25:14 - ysuratwala@thebrain.com: Hi. Thanks for visiting! Can I help you in any way? ; 03:25:14 - sander.rabin@gmail.com: Yes. I have worked with Matt Caton via Zoom on multiple occasions trying to get my desktop app to work. I last emailed him over a week ago following yet another breakdown in working with my desktop app. Bridgette has called him into action on my behalf twice. The problem has endured for over a month; and, while Matt has been helpful and attentive when we connect, his lack of a response to my last email request has me disappointed in THEBRAIN's customer support services.I'm open to suggestions; 03:26:39 - ysuratwala@thebrain.com: We are sorry to hear that, and on behalf of TheBrain's team, we apologize, Matt has been really busy the past few weeks,; 03:27:42 - ysuratwala@thebrain.com: May I have your email address associated with your account? I will try to check/follow up; 03:27:57 - sander.rabin@gmail.com: sander.rabin@gmail.com; 03:29:38 - ysuratwala@thebrain.com: Thank you, please wait for a moment, I will be right back; 03:29:49 - sander.rabin@gmail.com: OK; 03:35:34 - ysuratwala@thebrain.com: Thank you for your patience, we will follow up to your last email request in a while; 03:36:03 - sander.rabin@gmail.com: What exactly does that mean?; 03:37:28 - ysuratwala@thebrain.com: It means that I got the team's attention on this matter and are working on a solution :); 03:39:00 - ysuratwala@thebrain.com: sander.rabin@gmail.com < Is this also the same email address that you emailed Matt with?; 03:39:11 - sander.rabin@gmail.com: Thanks. I'm in L.A. through Saturday night and can be reached at 518 867 7296. I fly back to MA on Sunday, after which I'll be 3 hours behind your local time; 03:39:30 - sander.rabin@gmail.com: You have the correct email address.; 03:41:22 - sander.rabin@gmail.com: I guess we're complete for now. Correct?; 03:42:40 - ysuratwala@thebrain.com: Yes we are :) I will check in with our schedule. We will continue communications via email; 03:43:05 - ysuratwala@thebrain.com: Or you could give me more information about what happened; 03:47:56 - sander.rabin@gmail.com: The online version of THEBRAIN works. Apparently (?), because I registered for my license using a different email address, and then changed that email address to the one you presently have, the Desktop App repeatedly freezes shortly after being launched and must be repeatedly force-quit.; 03:49:35 - ysuratwala@thebrain.com: Ah, I see, when opening the desktop app, are you still able to navigate a bit before it freezes or does it freeze as soon as it loads?; 03:52:05 - sander.rabin@gmail.com: I can navigate a bit, after opening one or two child thoughts, the app freezes.; 03:53:27 - ysuratwala@thebrain.com: Okay, that's not bad, we can work this out then. The crash error are definitely stored in the log files, if you can send that over to us, we can then investigate what caused the issue.; 03:54:10 - ysuratwala@thebrain.com: To access the log file simply go to Help (top-left toolbar) > Open Log Directory > Email that file to us :); 03:55:26 - ysuratwala@thebrain.com: After the end of this chat, our transcript should be sent to you via email, you can then reply and send in the log file there. OR
You could directly write back to us with the log file at support@thebrain.com
Which ever works best for you :);
03:56:04 - sander.rabin@gmail.com: Just a minute please.; 03:58:21 - sander.rabin@gmail.com: Sorry. Can't find Help in the toolbar. Is it on the app or the web?; 03:58:31 - ysuratwala@thebrain.com: On the app; 03:59:31 - ysuratwala@thebrain.com: Looks something like this; 04:01:33 - sander.rabin@gmail.com: Looking. Might be better to do this via Zoom.; 04:03:30 - ysuratwala@thebrain.com: Indeed, however, it is also good to have us investigate the problem in advance, that way we would be more efficient during Zoom meeting, and who knows, this could be fixed from your end as well!; 04:04:23 - sander.rabin@gmail.com: Understood. How can I send you a screenshot of my Desktop App's Toolbar?; 04:04:50 - ysuratwala@thebrain.com: You can send it in here in a few seconds; 04:07:38 - sander.rabin@gmail.com: Does this help?; 04:08:01 - ysuratwala@thebrain.com: There it is! right at the bottom labeled as Output.log; 04:09:16 - sander.rabin@gmail.com: I'll need that upload button again.; 04:10:15 - sander.rabin@gmail.com: One more time please.; 04:10:21 - ysuratwala@thebrain.com: Sure!; 04:11:45 - ysuratwala@thebrain.com: Alright! Thank you so much! :) We can now start our review of the log files and will update you via email.; 04:12:10 - sander.rabin@gmail.com: OK. Roger that.; 04:12:20 - ysuratwala@thebrain.com: I really appreciate your effort and time. Will catch up with you soon yes.; 04:12:40 - sander.rabin@gmail.com: :+1|type_1_2:; 04:13:01 - ysuratwala@thebrain.com: ‧₊˚❀༉‧₊˚.;