Encryption Media Sync Issue: “Cannot locate media”
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Hi Day One Team, I’ve been a “Plus” subscriber for years. I recently used the Day One feature to encrypt my backup but now I’m getting these errors on all my media telling me that Day One cannot “locate” my media.
If Day One can help solve this problem, I’m happy to upgrade from Plus to Premium! I love Day One. But if not, and I’ve lost the original quality of all the media I’ve uploaded since 2011, I’m not sure how I can trust Day One to contain my valuable memories.
Thank you,
Alex
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Hello Alex,
Thanks for reaching out! That definitely sounds concerning and we will do all we can to help.
I recently used the Day One feature to encrypt my backup but now I’m getting these errors on all my media telling me that Day One cannot “locate” my media.
To add some context, when changing a journal from standard encryption to end-to-end, the journal data is deleted from the server and then re-uploaded from the app in an encrypted journal. The media in that journal needs time to re-upload in an encrypted state. Media is re-uploaded only while Day One is open on the device. If the process is interrupted or the app is not open long enough, some media may not get uploaded until the app is open.
I will reach out to you via email to work on next steps to resolve this issue. Let us know if you did not receive our message.
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Hi @staff-james, I don’t believe I received an email from Day One yet but just emailed the support email with subject “Didn’t receive email Day One team mentioned in Forum”
Thank you for helping!
Alex
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Hi Alex,
The subject of the email was “Day One media assistance”. May we have you check the junk/spam folder?
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