After a devastating filesystem corruption, we have been spending the last several days trying to decrypt the user data from our spryCloud backups. It is with extreme sadness and embarrassment, we must inform you, we were unable to decrypt our backups to restore spryCloud user data. Our backups were missing a key component to decrypt the data once restored. This is a grave error on our part, one that, if you choose to stay with us, will never happen again.

In order to make sure the local copies of your data on your devices are not lost, we ask that you log out and remove your account from the Desktop clients. This will not delete your files. Then, we ask you open a support ticket for us to re-create your account. We will create it with the same details you used upon initial sign up. Once you receive confirmation of this, please add your account once again to the sync clients, and choose an empty folder to sync to. Then, you may move your old data into the empty folder so that a fresh sync may occur. There may be other ways to go about this, and possibly much faster and easier ways, but we do not want to take even the slightest risk in losing the local copies of your data.

If you do not want to re-activate your account, please submit a cancellation request in our client area. Paid accounts will receive a full refund for their last billing period.

Notice to paid accounts: You will receive an account credit for one month of service, whether or not you choose to cancel.

I'd like to again extend my deepest apologies to you. There is no excuse for what has happened, and I are truly sorry. We will make sure this never happens again.

Please let us know if there is anything else we can do to make this right with you.


Tab Fitts
Spry Servers

Wednesday, November 21, 2018

« Back