TheBrain 15 Freezing / Notes Loading Slowly #101132

https://thebrain.zendesk.com/agent/tickets/101132

Hello Gary,

Thank you for the detailed update and screenshots.

This helps clarify the behavior. It sounds like there are a few related symptoms happening in this Brain:

• TheBrain can freeze with a static screen
• TheBrain can freeze with a blank screen
• Sometimes the app remains responsive, but note/text content does not fully load
• After restarting Windows and turning off Light Sync Attachments, TheBrain ran better, but some thoughts still took a long time to load their text

Since you could not find the exact folders manually, please do not spend more time looking for those folder paths in Windows Explorer.

Instead, please use TheBrain to open the folder for an affected thought:

1. Open TheBrain 15.
2. Navigate to a thought where the note text is slow to load or does not load.
3. Press Ctrl + Shift + F.
4. This should open the folder for that thought.
5. Zip the entire folder that opens and send it to us.

If TheBrain locks up again before you can do that, please restart TheBrain and send a fresh Output.log right after the lockup.

You can find the log here:

Main Menu > Help > Open Log Directory

or manually here:

%LocalAppData%\TheBrain\Logs\Output.log

Please also let us know:

• Is C:\Users\Gary\Documents backed up or synced by OneDrive, Dropbox, Google Drive, or another backup/sync tool?
• What antivirus or security software are you using?
• Have you seen this behavior in any other Brain, or only this one local Brain?

For returning to TheBrain 14, since you were able to turn off Light Sync Attachments and complete sync, you can reinstall TheBrain 14 if you need to keep working there while we continue reviewing the v15 issue.

You can download TheBrain 14 here:

https://www.thebrain.com/download

Please do not delete any local Brain folders.

For the support login issue, your support account and TheBrain account can be separate. You can continue replying directly to this email thread even if you cannot log into the support portal.

Best regards,

John