Our hosting provider has detected a problem on the GigaTribe database server.
While fixing the problem, the database has been corrupted: some users accounts have been erased.
If your username has been erased, you won’t be able to connect to the software, an error message will be displayed instead: “Invalid user, this username doesn’t exist”
We’re retrieving data from our backup servers to restore the lost information.
To help us restore your data, please send an email at firstname.lastname@example.org with ‘invalid user’ as subject. Mention your username and your approximative creation date if you remember it.
Please accept our apologies for this issue.
> Update Tuesday 11th
We need to shut down the database server to run a hard disk check.
We’ll let you know here as soon as the service is up and running again.
Thank you for your patience.
> Update Tuesday 11th, 4:30 pm
We’ve restored almost every account which had been lost. Everyone can connect with its username, contact network and software licence.
Users who had been created 4 hours before the hard drive crashed could not be restored, information was still in memory when the crash happened.
We’ve received tons of email during the last 2 days and we haven’t been able to respond them all. Do not hesitate to write us again if you are still having connection issue: email@example.com
> Update Wednesday 12th, 3:30 pm
The latest problems have been fixed. All transactions since 1 September were restored and the latest Ultimate licenses were reactivated.
During the period October 10 to 11, we received a lot of emails about this incident.
We cannot give an answer to all these emails so we invite you to rewrite firstname.lastname@example.org if your problem persists (subject- Accounts or missing License).
All the emails not related to this problem we will respond as soon as possible.