Not working...Horrible Support

[ 7419 View / 11 Reply ]

OK....I'm getting really frustrated here. I've sent approx 10 emails to homecloud support to which they a: don't reply to at all  b: respond with nothing about my problem and ask why I haven't responded to their email  c: ask me to uninstall and reinstall the exe and provide the same info yet again. I've sent log files, I've sent screen shots, I've replied to every email for the past 2-3 weeks and I'm no closer to solving this issue.

I'm really fed up with this service. It doesn't work, support is the worst I've ever dealt with and it constantly freezes up. This is on a semi high end gaming PC.

The service is running on my PC, I am logged in to my account, but I can't connect with any other device. Mmost common error is : (status: NATNL failed)(call) ...there were others, but I can't remember them.

If this doesn't get resolved, I'll be looking for a refund or reimbursement as this was one of the deciding factors in purchasing this mother board.

I would attach the log file, but there is no option for attachments on this form.
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After some thought, I should add...... As of now( and the entire time I've trying to get it fixed), the server is running and logged into my email account( not webstorage ID), I just can't access it from other devices. No hardware/software/ settings probs that I can see. All the errors seem to be the server refusing connections.

The service was working the first time I tested it. I then uninstalled it so I could select a different permanent drive as my cloud. That's where I think things got messed up....during "account integration" . I don't think it was applied properly. My email account, webstorage ID and ASUS DDNS are not jiving together.

But hey, I could be wrong. I just want it fixed
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OK.....now I really think this is what is going on.....on a different computer, I logged in using my webstorageID and all my files are there, logged out, logged in using my email and there was a brand new empty webstorage account. So ya, I think the problem could lay there.

~ETA~ Notice my post nic changed as well.................................
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Reply 2# barclay 's post

HI barclay !

We have received your letter (case no CS2015062302). Our customer service staff will contact you. Thank you for your patience and understanding.
TOP

SO, it's been over a month since I first connected tech support. I've sent over 10 emails, explaining the problem, when it first started, multiple log files and screen shots. When I do get a reply( it takes 3-4 days) it is usually in garbled english that contains NO information to help. This is the latest brilliant reply.

Dear TitianMedia

We check your log and you can not connect to the homecloud server.

Please check your homecloud connection.

Thank you for your patience and understanding.

Best regards,

ASUS WebStorage Support Team

Meanwhile one of the screen shots I sent clearly shows that the cloud is logged in under my email account. And even if it isn't logged in, that is why I contacted you because I can't connect to it. Every other internet dependent function on my computer works. It is an ASUS problem.

What a joke. This is by FAR the WORST tech support I received from any company, ever. Since the motherboard I bought included this service in the purchase price, I will be contacted ASUS head quarters for a refund. If they won't help, I'll be contacting the BBB and relevant agencies to make a report.
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Look at this log file......notice how it is working up until 5/31/2015 9:58 . Here is where I uninstalled the program and re-installed it to select a different home cloud disk. It then asked me to integrate my accounts. After that ( 5/31/2015 11:24) it cannot connect anymore, saying connection refused because the "instance" is incorrect and it can't find certain files (i.e. C:\Program Files\ASUS\HomeCloud\ASUSCloud\SQL_Data\\omnistore.mdf)... after that, it just constantly refuses connections.  What ports does the sql use for homecloud?


31/2015 9:57:50 PM 63568706270077,GetDiskFreeSpace NumberOfFreeSectors:5749833728,TotalNumberOfSectors:5749833728
5/31/2015 9:57:50 PM 63568706270077,close file mSec:0
5/31/2015 9:57:50 PM 63568706270077,OpenFile :\
5/31/2015 9:57:50 PM 63568706270077,close file mSec:0
5/31/2015 9:57:50 PM 63568706270078,OpenFile :\
5/31/2015 9:57:50 PM 63568706270078,GetDiskFreeSpace:barclay@titianmedia.ca
5/31/2015 9:57:50 PM 63568706270078,XML :<getinfo><token>rh0imrn7me3s5o</token><userid>barclay@titianmedia.ca</userid><time>2008/1/1</time></getinfo>
5/31/2015 9:57:50 PM 63568706270078,postData :https://127.0.0.1:50443/sg//member/getinfo/
5/31/2015 9:57:50 PM 63568706270187,GetDiskFreeSpace NumberOfFreeSectors:5749833728,TotalNumberOfSectors:5749833728
5/31/2015 9:57:50 PM 63568706270188,close file mSec:0
5/31/2015 9:58:00 PM 63568706280205,OpenFile :\
5/31/2015 9:58:00 PM 63568706280205,close file mSec:0
5/31/2015 9:58:00 PM 63568706280205,OpenFile :\
5/31/2015 9:58:00 PM 63568706280206,GetDiskFreeSpace:barclay@titianmedia.ca
5/31/2015 9:58:00 PM 63568706280206,XML :<getinfo><token>rh0imrn7me3s5o</token><userid>barclay@titianmedia.ca</userid><time>2008/1/1</time></getinfo>
5/31/2015 9:58:00 PM 63568706280206,postData :https://127.0.0.1:50443/sg//member/getinfo/
5/31/2015 9:58:00 PM 63568706280318,GetDiskFreeSpace NumberOfFreeSectors:5749833728,TotalNumberOfSectors:5749833728
5/31/2015 9:58:00 PM 63568706280319,close file mSec:0
5/31/2015 9:58:00 PM 63568706280319,OpenFile :\
5/31/2015 9:58:00 PM 63568706280319,close file mSec:0
5/31/2015 9:58:00 PM 63568706280319,OpenFile :\
5/31/2015 9:58:00 PM 63568706280320,GetDiskFreeSpace:barclay@titianmedia.ca
5/31/2015 9:58:00 PM 63568706280320,XML :<getinfo><token>rh0imrn7me3s5o</token><userid>barclay@titianmedia.ca</userid><time>2008/1/1</time></getinfo>
5/31/2015 9:58:00 PM 63568706280320,postData :https://127.0.0.1:50443/sg//member/getinfo/
5/31/2015 9:58:00 PM 63568706280428,GetDiskFreeSpace NumberOfFreeSectors:5749833728,TotalNumberOfSectors:5749833728
5/31/2015 9:58:00 PM 63568706280428,close file mSec:0
5/31/2015 11:24:05 PM 63568711445398,Main start, version = 1.0.0.85
5/31/2015 11:24:05 PM 63568711445585,args count = 1
5/31/2015 11:24:05 PM 63568711445913,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
5/31/2015 11:24:06 PM 63568711446365,ThreadLimit = 100
5/31/2015 11:24:06 PM 63568711446365,globalSession =
5/31/2015 11:24:06 PM 63568711446365,LocationPathPrefix =
5/31/2015 11:24:06 PM 63568711446634,MAC=54:A0:50E:5C:1F
5/31/2015 11:24:06 PM 63568711446634,Form Load clear TempFolder
5/31/2015 11:24:06 PM 63568711446917,extract cbfs.cab ok!
5/31/2015 11:24:07 PM 63568711447021,Command mode = true
5/31/2015 11:24:07 PM 63568711447021,Connect to MySyncFolder (barclay@titianmedia.ca)
5/31/2015 11:24:07 PM 63568711447021,Request token start
5/31/2015 11:24:07 PM 63568711447021,HomeCloud mode
5/31/2015 11:24:07 PM 63568711447081,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
5/31/2015 11:24:07 PM 63568711447081,postData :https://sp.yostore.net/member/listattachablearea/
5/31/2015 11:24:23 PM 63568711463575,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
5/31/2015 11:25:45 PM 63568711545234,Acquiretoken error :Object reference not set to an instance of an object.
5/31/2015 11:25:45 PM 63568711545234,ID/PWD error or Internet error, please restart this program!
5/31/2015 11:25:45 PM 63568711545234,Acquiretoken ok 1
6/1/2015 1:33:41 PM 63568762421315,Main start, version = 1.0.0.85
6/1/2015 1:33:41 PM 63568762421377,args count = 1
6/1/2015 1:33:41 PM 63568762421501,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
6/1/2015 1:33:41 PM 63568762421561,ThreadLimit = 100
6/1/2015 1:33:41 PM 63568762421562,globalSession =
6/1/2015 1:33:41 PM 63568762421562,LocationPathPrefix =
6/1/2015 1:33:41 PM 63568762421602,MAC=54:A0:50E:5C:1F
6/1/2015 1:33:41 PM 63568762421602,Form Load clear TempFolder
6/1/2015 1:33:41 PM 63568762421688,extract cbfs.cab ok!
6/1/2015 1:33:41 PM 63568762421768,Command mode = true
6/1/2015 1:33:41 PM 63568762421769,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 1:33:41 PM 63568762421772,Request token start
6/1/2015 1:33:41 PM 63568762421773,HomeCloud mode
6/1/2015 1:33:41 PM 63568762421774,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 1:33:41 PM 63568762421776,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 1:33:57 PM 63568762437216,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
6/1/2015 1:35:24 PM 63568762524498,serviceGatewayUrl = https://127.0.0.1:50443/sg/
6/1/2015 1:35:24 PM 63568762524498,postData :https://127.0.0.1:50443/sg/
6/1/2015 2:24:01 PM 63568765441764,Main start, version = 1.0.0.85
6/1/2015 2:24:02 PM 63568765442132,args count = 1
6/1/2015 2:24:02 PM 63568765442405,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
6/1/2015 2:24:02 PM 63568765442641,ThreadLimit = 100
6/1/2015 2:24:02 PM 63568765442641,globalSession =
6/1/2015 2:24:02 PM 63568765442642,LocationPathPrefix =
6/1/2015 2:24:02 PM 63568765442739,MAC=54:A0:50E:5C:1F
6/1/2015 2:24:02 PM 63568765442739,Form Load clear TempFolder
6/1/2015 2:24:02 PM 63568765442945,extract cbfs.cab ok!
6/1/2015 2:24:03 PM 63568765443028,Command mode = true
6/1/2015 2:24:03 PM 63568765443029,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 2:24:03 PM 63568765443035,Request token start
6/1/2015 2:24:03 PM 63568765443035,HomeCloud mode
6/1/2015 2:24:03 PM 63568765443036,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 2:24:03 PM 63568765443038,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 2:24:21 PM 63568765461537,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
6/1/2015 3:28:52 PM 63568769332611,Main start, version = 1.0.0.85
6/1/2015 3:28:52 PM 63568769332811,args count = 1
TOP

/1/2015 2:24:03 PM 63568765443028,Command mode = true
6/1/2015 2:24:03 PM 63568765443029,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 2:24:03 PM 63568765443035,Request token start
6/1/2015 2:24:03 PM 63568765443035,HomeCloud mode
6/1/2015 2:24:03 PM 63568765443036,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 2:24:03 PM 63568765443038,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 2:24:21 PM 63568765461537,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
6/1/2015 3:28:52 PM 63568769332611,Main start, version = 1.0.0.85
6/1/2015 3:28:52 PM 63568769332811,args count = 1
6/1/2015 3:28:53 PM 63568769333180,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
6/1/2015 3:28:53 PM 63568769333437,ThreadLimit = 100
6/1/2015 3:28:53 PM 63568769333437,globalSession =
6/1/2015 3:28:53 PM 63568769333438,LocationPathPrefix =
6/1/2015 3:28:53 PM 63568769333538,MAC=54:A0:50E:5C:1F
6/1/2015 3:28:53 PM 63568769333538,Form Load clear TempFolder
6/1/2015 3:28:53 PM 63568769333688,extract cbfs.cab ok!
6/1/2015 3:28:53 PM 63568769333778,Command mode = true
6/1/2015 3:28:53 PM 63568769333778,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 3:28:53 PM 63568769333783,Request token start
6/1/2015 3:28:53 PM 63568769333783,HomeCloud mode
6/1/2015 3:28:53 PM 63568769333866,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 3:28:53 PM 63568769333869,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 3:29:10 PM 63568769350174,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
6/1/2015 3:33:02 PM 63568769582829,Main start, version = 1.0.0.85
6/1/2015 3:33:03 PM 63568769583131,args count = 1
6/1/2015 3:33:03 PM 63568769583459,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
6/1/2015 3:33:03 PM 63568769583847,ThreadLimit = 100
6/1/2015 3:33:03 PM 63568769583847,globalSession =
6/1/2015 3:33:03 PM 63568769583848,LocationPathPrefix =
6/1/2015 3:33:04 PM 63568769584292,MAC=54:A0:50E:5C:1F
6/1/2015 3:33:04 PM 63568769584293,Form Load clear TempFolder
6/1/2015 3:33:04 PM 63568769584415,extract cbfs.cab ok!
6/1/2015 3:33:04 PM 63568769584545,Command mode = true
6/1/2015 3:33:04 PM 63568769584546,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 3:33:04 PM 63568769584550,Request token start
6/1/2015 3:33:04 PM 63568769584550,HomeCloud mode
6/1/2015 3:33:04 PM 63568769584551,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 3:33:04 PM 63568769584553,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 3:33:09 PM 63568769589033,serviceGatewayUrl = https://127.0.0.1:50443/sg/
6/1/2015 3:33:09 PM 63568769589033,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:33:10 PM 63568769590027,postData web error:Unable to connect to the remote server
6/1/2015 3:33:10 PM 63568769590719,Sql conn open 1 Error:Unable to open the physical file "C:\Program Files\ASUS\HomeCloud\ASUSCloud\SQL_Data\\omnistore.mdf". Operating system error 2: "2(The system cannot find the file specified.)".
Cannot open database "" requested by the login. The login failed.
Login failed for user ''.
File activation failure. The physical file name "C:\Program Files\ASUS\HomeCloud\ASUSCloud\SQL_Data\\omnistore_log.ldf" may be incorrect.
6/1/2015 3:33:12 PM 63568769592028,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:42:48 PM 63568770168295,Main start, version = 1.0.0.85
6/1/2015 3:42:48 PM 63568770168513,args count = 1
6/1/2015 3:42:48 PM 63568770168807,Welcome to use Remote Drive, ver=1.0.0.85  powered by ASUS Cloud
6/1/2015 3:42:49 PM 63568770169046,ThreadLimit = 100
6/1/2015 3:42:49 PM 63568770169047,globalSession =
6/1/2015 3:42:49 PM 63568770169048,LocationPathPrefix =
6/1/2015 3:42:49 PM 63568770169163,MAC=54:A0:50E:5C:1F
6/1/2015 3:42:49 PM 63568770169164,Form Load clear TempFolder
6/1/2015 3:42:49 PM 63568770169331,extract cbfs.cab ok!
6/1/2015 3:42:49 PM 63568770169416,Command mode = true
6/1/2015 3:42:49 PM 63568770169417,Connect to MySyncFolder (barclay@titianmedia.ca)
6/1/2015 3:42:49 PM 63568770169422,Request token start
6/1/2015 3:42:49 PM 63568770169422,HomeCloud mode
6/1/2015 3:42:49 PM 63568770169423,https://sp.yostore.net/member/listattachablearea/
<?xml version="1.0" encoding="utf-8"?><listattachablearea><userid>barclay@titianmedia.ca</userid><passwd>f7348d4582656a172935b03fc4fa3e40</passwd></listattachablearea>
6/1/2015 3:42:49 PM 63568770169426,postData :https://sp.yostore.net/member/listattachablearea/
6/1/2015 3:43:05 PM 63568770185938,Sql conn open 1 Error:A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - No connection could be made because the target machine actively refused it.)
6/1/2015 3:44:15 PM 63568770255691,serviceGatewayUrl = https://127.0.0.1:50443/sg/
6/1/2015 3:44:15 PM 63568770255692,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:44:16 PM 63568770256753,postData web error:Unable to connect to the remote server
6/1/2015 3:44:18 PM 63568770258753,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:44:19 PM 63568770259804,postData web error:Unable to connect to the remote server
6/1/2015 3:44:21 PM 63568770261804,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:44:22 PM 63568770262809,postData web error:Unable to connect to the remote server
6/1/2015 3:44:24 PM 63568770264809,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:44:25 PM 63568770265805,postData web error:Unable to connect to the remote server
6/1/2015 3:44:27 PM 63568770267805,postData :https://127.0.0.1:50443/sg/
6/1/2015 3:44:28 PM 63568770268805,postData web error:Unable to connect to the remote server
6/1/2015 3:44:30 PM 63568770270805,postData :https://127.0.0.1:50443/sg/
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Here's today's omnistorelog:

2015/07/14 18:06:52|ERROR search.ContextListener] FAILED to load DB cache.
com.microsoft.sqlserver.jdbc.SQLServerException: Cannot open database "omnistore" requested by the login. The login failed.
    at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDatabaseError(SQLServerException.java:196)
    at com.microsoft.sqlserver.jdbc.TDSTokenHandler.onEOF(tdsparser.java:246)
    at com.microsoft.sqlserver.jdbc.TDSParser.parse(tdsparser.java3)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.sendLogon(SQLServerConnection.java:2532)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.logon(SQLServerConnection.java:1929)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.access$000(SQLServerConnection.java:41)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection$LogonCommand.doExecute(SQLServerConnection.java:1917)
    at com.microsoft.sqlserver.jdbc.TDSCommand.execute(IOBuffer.java:4026)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.executeCommand(SQLServerConnection.java:1416)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.connectHelper(SQLServerConnection.java:1061)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.login(SQLServerConnection.java33)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.connect(SQLServerConnection.java:716)
    at com.microsoft.sqlserver.jdbc.SQLServerDriver.connect(SQLServerDriver.java41)
    at java.sql.DriverManager.getConnection(Unknown Source)
    at java.sql.DriverManager.getConnection(Unknown Source)
    at org.logicalcobwebs.proxool.DefaultConnectionBuilder.buildConnection(DefaultConnectionBuilder.java:39)
    at org.logicalcobwebs.proxool.Prototyper.buildConnection(Prototyper.java:159)
    at org.logicalcobwebs.proxool.ConnectionPool.getConnection(ConnectionPool.java:217)
    at org.logicalcobwebs.proxool.ProxoolDriver.connect(ProxoolDriver.java9)
    at java.sql.DriverManager.getConnection(Unknown Source)
    at java.sql.DriverManager.getConnection(Unknown Source)
    at com.ecareme.utils.DBUtils.getConnectionFromDriverManager(DBUtils.java:65)
    at net.yostore.dao.omnistore.ConnectionUtil.getConnection(ConnectionUtil.java:22)
    at com.asuscloud.dao.omnistore.PackageAttrDAO.getConnection(PackageAttrDAO.java:47)
    at com.ecareme.dao.omnistore.model.BasePackageAttrModelDAO.selectAll(BasePackageAttrModelDAO.java:77)
    at com.asuscloud.dao.omnistore.PackageAttrDAO.cacheAll(PackageAttrDAO.java:110)
    at com.asuscloud.search.ContextListener$1.run(ContextListener.java:99)
    at java.util.concurrent.Executors$RunnableAdapter.call(Unknown Source)
    at java.util.concurrent.FutureTask.runAndReset(Unknown Source)
    at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(Unknown Source)
    at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(Unknown Source)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
    at java.lang.Thread.run(Unknown Source)
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Reply 8# barclay 's post

Hi barclay !

Thank you for your message and detailed information. We have referred the log information to our engineers team, and they will contact you in the letter (case no. CS20150623002). During this period of time, please accpet our deepest apology to this matter. Your patience is very much appreciated.
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Finally!!!!! 

Seems the sql server became corrupted when I un-installed homecloud and re-installed. It only took a month for a simple fix.....

"We check your log and your SQL Server 2008 have broken.

Please follow below step :

1.Uninstall the homecloud server

2.Go to the control panel and click the programs.(please check the attachement screenshot)

3.Uninstall the Microsoft SQL Server 2008 software.

4.When  you uninstall and you want to check the software have been clean your can use this tools(https://support.microsoft.com/zh-tw/mats/program_install_and_uninstall) to check for it.

5.If there have Microsoft SQL Server 2008 software on your computer please follow the instruction(http://www.ghacks.net/2011/08/16/microsoft-fix-it-to-diagnose-installing-uninstalling-problems/) and uninstall  all the Microsoft SQL Server 2008 software.

6.When you uninstall the Microsoft SQL Server 2008 software please restart your computer and install the homecloud server again and try to login it.

Thank you for your patience and understanding.
Best Regards
ASUS WebStorage Team"

I'm happy things are working, but the support response only kicked into high gear once I started sending emails to higher ups and posting multiple posts here.

Also, why aren't the solutions to questions being posted here? Instead of working it out via email, why not go through the steps here? Should someone have the same problem, they can now try the solution that worked for me.

Now to get GoRemote Desktop to work properly is the next quest......
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Just to let anyone using the above guide for troubleshooting know, both of the links (steps 4 and 5) are essentially dead, as the first re-directs to a Chinese Microsoft support site with no download links (as far as I can tell), and the second is an article that links back to the same Chinese support site. So I don't know how those steps are helpful in the slightest.
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I thought it might be just me having negative thoughts on webstorage  - there's over 3,ooo views to this post and from what I can gather absolutely no real support  - my problem is that the "webstorage" folk have lost all my files  - they are stuck in the recycle bin and the system wont move them or reinstate them  - I have sent a endless emails relaying my frustration  - but its like pissing in the wind and rather futile  - and just like I see above  - its just the same old message back "During this period of time, please accept our deepest apology to this matter. Your patience is very much appreciated."  - its very much like being stuck in a revolving door with no exit ??  - I am moving all my files to dropbox so I can access them via my phone and relying solely now on a 2tb back up drive for files from now on  - when I signed up to webstorage I did think there may be some hiccups along the way  - but its now turning into a pantomime and the worst bit of all  - ASUS just don't give  a shit !!
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