When you contact Thortspace support …
Syncing Issues
You have a problem with Thortspace?
A sphere is not syncing?
Are collaboration sessions dropping off?
Other issues?
Dear Thortspace,
This morning I purchased the premium service in order to use Thortspace in different devices. However, the work I did in the app doesn’t show up updated in the browser mode (it only shows a very earlier version, totally diferent than the one I have in my app right now). When I enter the app, the “share” part says my subscription is active, but “Owner (me)” is off-line. My Internet service is working perfectly. How could I fix this problem?
Thank you.
A user.
Here’s what to do:
Send an email to andrew@thortspace.com.
Please make sure your spam filter is not blocking emails from addresses @thortspace.com or @gooisoft.com (or our replies to your support request emails may end up in your spam filter bin).
Please include the following information:
- Are you using Windows, Mac, iPad, Android or Linux?
- Does the problem affect just one sphere or several spheres?
- Please provide the sphere URL of any of the spheres that are affected — see below on how to find out the ID of a sphere.
- Describe the issue you are having, include screenshots if possible.
How to get the Sphere URL of a sphere that is not syncing properly
The sphere URL will look something like this:
https://thort.space/45947003 (but with a different number).
Collaboration and Sharing problems
- please could you tell me the email addresses of the accounts you are using to share spheres ? (eg. in a direct message)
- are the spheres set to “Public” or “Private” ?
- which email account address is the owner of the spheres ?
- does the issue affect all the spheres on that account or just some particular sphere ?
- if it is the latter, could you provide the IDs of the spheres that are not working ?
- do you have a reliable internet connection where you are working?
- are there any customised settings on your local network ? eg. do you have a proxy server ?
- are you running any firewall or antivirus software that could be blocking the network connection or particular ports on the network ?
Syncing problems
If a particular sphere is not syncing correctly, please do report the problem to Thortspace support. That will help us make Thortspace better, if we can find and fix whatever the problem is. In the meantime, while we’re doing that, there are some things you can try that may let you deal with the problem yourself:
(1) Give the App time to finish syncing
Thortspace works with the cloud service by keeping local encrypted copies of your spheres on your computers and devices and then syncing with the cloud service when you are using the app.
If a sphere is not syncing as expected, please try opening the App on the computer or device and leaving it open for a while, and see if this allows enough time for sync to happen.
Since version 1.4.66, the Thortspace App has providing graphic symbols and messages to indicate whether there are any spheres whose sync status is pending. See:
(2) Make a copy of the sphere that is not syncing correctly, and see if that does sync correctly
Please use the “Copy Sphere” menu item, which is on the sphere main menu, as shown in the graphic below.
Once you have made the copy of the sphere, it can be opened by going to your spheres list.
You will find the copy on the top of your Spheres list, which is on the Search Tab on left-hand side.
Click on the copy of the sphere to open it, as shown in the graphic below:
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