Urgent Support Request – Critical Features Not Working Across Devices #98414

https://thebrain.zendesk.com/agent/tickets/98414

Hello Tom,

Thank you for taking the time to describe everything so clearly. I completely understand how disruptive this must be, especially with such a large and important Brain. We’ll do everything we can to help you get it stable again.

To begin, please do the following:

1. Reproduce the issue once more (for example, attempt a drag-and-drop that fails).
2. Immediately after that, open Help › Open Log Directory in TheBrain.
3. Locate the file named output.log and send it to us as an attachment.

If possible, please also capture a short screen recording showing what happens when you try to move or edit thoughts, this will help us see exactly where the issue occurs. You can use loom.com or your system’s built-in screen recorder.

One quick note, please refrain from using ChatGPT or similar tools to troubleshoot TheBrain directly. These systems don’t have access to our internal architecture or diagnostic data, and their suggestions can sometimes cause further corruption or misconfiguration. It’s always safest to let us guide you through the verified recovery process.

Once we receive your log file and recording, we’ll review everything and advise you on the next steps right away.

Best regards,

John