Refund Processed / Brain Availability Issue #101282

https://thebrain.zendesk.com/agent/tickets/101282

Hello Hank,

I’m very sorry for the experience you had.

I understand why you are frustrated. If you recently subscribed expecting a stable experience and instead had repeated freezes and a Brain appearing to disappear after several hours of work, that is not the experience we want you to have.

Your recent annual subscription has now been refunded.

I would still like to help understand what happened, especially because a Brain should not simply disappear and then reappear hours later. Since you also checked the desktop app and did not see it there at the time, we want to review whether this was related to account/session state, browser loading, cloud availability, sync, or something else.

If you are open to it, please send us the following:

• Please confirm whether you were signed into the same TheBrain account in both the Web Client and desktop app when the Brain was missing.
• The name of the Brain that disappeared.
• Approximately when it disappeared and when it reappeared.
• Which browser you were using with the Web Client.
• Whether the Web Client showed any error, blank page, spinner, or “not found” message.
• Whether the Brain was originally created in the Web Client or in the desktop app.
• Your desktop Output.log from after checking the desktop app while the Brain was missing.

You can find the desktop log here:

Main Menu > Help > Open Log Directory

Then attach the file named Output.log.

For now, please do not delete or recreate that Brain. Since it reappeared, we want to preserve its current state in case we need to review what happened.

Again, I’m sorry for the frustration here. The refund has been processed, and if you are willing, we’ll help look into what happened with the Brain.

Best regards,

John