There is an iPad app update, to take care of the issue of local files being deleted. I don’t know if the update does anything to help recover files that have been deleted.
I signed for the free week of SketchUp Go for Ipad. I spent all week creating files and today I was charged the annual fee of $119 to begin my membership. I opened the app to work on my models and they are all gone.
I’ve updated my iPad to iOS 18.3. Is this going to keep happening? The only file that remains is something I created 4 years ago in another version of SketchUp. Can someone assure me that this is not going to keep happening? Should I be moving these files to the cloud or an external hd to avoid this?
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Unfortunately it didn’t help. All my files are still gone.
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I am having the same issue as well. I cannot locate any of my recent models. I NEED to recover these as I’ve put countless hours into these projects.
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Unbelievable. After 4 days of trying to attempt to redraw my urgent drawings that I needed for this week, they have all vanished once again after receiving a “file could not be saved” error.
Hello @lilvan, @Wood_worker, @Idoajqh @clmb512, @tduperewithartisan72 @gnrcj552ng and others affected by this issue.
I understand how incredibly frustrating and upsetting it is to lose your work, and sincerely apologize for the pain and disruption this bug has caused. I can imagine how much time, effort, and passion you pour into your projects, and the thought of that work being lost is truly disheartening.
Earlier this week, we released patch 6.5.8 which addresses the underlying issue that led to “Save Error” bug. If you haven’t already, please update to this version as soon as possible to prevent any further issues. This patch should prevent any further unintended deletion of files due to that bug.
Unfortunately, this patch doesn’t recover the files you’ve already lost, and that’s what weighs most heavily on my mind. For some, particularly those with work stored solely on their iPad, recovery may not be possible. It may be the case for some that your files were saved to Trimble Connect, and if so they should be safe there and able to be located and opened from the Trimble Connect tab of the app. If you had iCloud backups enabled before encountering this bug, Apple’s Data Recovery feature also might be able to help recover some of your data. You can find more information about Apple’s recovery process here: Recover deleted files on iCloud.com - Apple Support (EG)
We are committed to learning and improving our processes to prevent similar issues from happening again. In the meantime, please don’t hesitate to continue the conversation here or reach out directly, we’ll help in any way we can.
To be clear, I saved the files on my iPad in a folder backed up on my iCloud. The file recovery option works for deleted files and apps but shows no trace of my missing files. Where could they possibly have gone? And how much more can a user reasonably do to backup files IF files saved locally (w/ iCloud backup) are disappearing?
If the files are, in fact, non-recoverable, what is Sketchup/Trimble willing to do for the impacted users? I can only assume that there are a few other people like myself whose profession relies SOLEY on dimensional drawings.
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Appreciate your words but at this stage it does nothing for me or to recover my files - Apple support were not able to help me with this - I’m just as frustrated and this has happened twice.
Will I, or the other users affected by this, be able to get a portion of our subscription back for this year for the inconvenience? I mean, we’ve paid it and the service hasn’t been delivered. I would like my money back if I’m being honest.
@Wood_worker unfortunately Apple’s iCloud backups tend to be overwritten each time, so if a backup occurred after the files were deleted, then there may be no way to recover from the OS (unless you have an iCloud subscription with enough storage for multiple backups, in which case you may be able to check each one).
I also see internally that you’ve been contacted by our customer support regarding this bug. They should be able to help you and others on this thread explore options to address the disruptions this bug has caused.
Hi,
I have the latest ipad version. Worked for days on my project and it disappeared!
Other projects have stayed ON, but the latest project has just evaporated, with nowhere to be seen. It is the basics of any application top save projects and allow people to view their work and it looks like you are not taking this seriously enough.
What is the point of paying for disappointment?