Transporter

My Transporter from Connected Data is a hunk of shit. It is SUPPOSED to be a private cloud solution that offers all the sharing, remote access and offsite backup advantages of Dropbox. In my experience, the device is garbage and the Support team is worthless. As you can read, they are intentionally avoiding any technical answers because they just do not fucking know.

The reason for the support was to diagnose why a folder copied from the first computer into the "Connected Data" folder was not being properly synced on the second computer. It is supposed to accomplish the same goal as Dropbox. Drop a file on your computer into the synced folder, watch it appear on the other computer within the same folder. This does not happen reliably. I would not bet this week's paycheck that it will occur.

May 11

As the initial communication was submitted via the web interface, I do not have a copy of it. However, the rest of the communications were via emails and documented.

Support,

I am having trouble trusting my transporter.  After creating a folder on my transporter, and enabling Local Copy on two computers, I dropped some data into the folder.  Fourteen hours later, I am not seeing it synchronized with my other computer despite "Everything is up-to-date" showing in the desktop application on both systems.  However, when I click Info on the destination computer, it showing as 5MB, not 17G.  Also, the transporter website shows only 8GB is in the folder.

How long does the data take to sync?

Hi Justin,

Thank you for contacting Connected Data Support Center. This email is in regards to case number #320652 : The recommended way.

Remember, the Desktop Software tries to work in the background.The usage of the SMB/CiFS connection would give you faster transfer rates.  Activate this feature in your Web-Admn screen.

Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri ( 8am-8pm EST) Sat & Sun ( 9am-5pm EST)

So, in other words, we are going to avoid answering the main question and concentrate on a single keyword you mentioned in the email.

May 14

Support,

I'm still having trouble trusting my transporter.  As shown in the screenshot http://cl.ly/image/2q0B1Z3y112o the bottom machine was the source, and the top machine was the destination.  This screenshot was taken 14 hours after dropping the iPhoto Library into the /Users/jnovack/Connected Data/Aperture/ folder on my source box. 

The source shows the full 17GB of data (as it should). However, the destination shows only a folder of 5MB, and my transporter online (username: jnovack) shows only 8GB.  All the while the sync application says "Everything is up-to-date!".

How can I trust that my Destination computer is ready to leave my network and work offline?  How can I trust that the transporter has the full copy in case my source blows up?

Wearily,
Justin

May 29

Realizing I had not heard from them in two weeks, I sent the following again.

Support, 

I've been waiting for an answer for 14 days now (10 business), and the first response did not adequately answer my query.

I am not happy with my device, and I am not happy waiting 14 days with no response.   Should I just return the device?

Patiently,
Justin

June 6

Resubmitted last question via the web interface as it appears that nobody reads emails for 3 weeks. The auto-responder did it's job.

Hi Justin,

Thank you for contacting Connected Data Support Center. This email is in regards to case number #324826 : Transporter Online Case Form.

Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri ( 8am-8pm EST) Sat & Sun ( 9am-5pm EST)

June 10

Since June 6th was a Thursday and the one person doing Support probably has off Fridays in the summer, my message had to wait until Monday to be answered.

Hi Justin,
Thank you for contacting Connected Data Support Center. This email is in regards to case number #324826 : Lack of responce..

I can see about looking in to the case for you, do you have a reference number from the case from a month ago or what seemed to be the nature of the problem?


Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri ( 8am-8pm EST) Sat & Sun ( 9am-5pm EST)

Whatever program they have obviously does not have a search function by email address. This also gives me a good idea of how many support cases have opened up within a single month. Between May 10 (320652) and June 10th (324826), it is estimated that over 3500 support cases were made! (Assuming each support case increases the ticket number by 1).

Case 320652.  The main issue is, I am not 100% confident my files are being "transported" properly. There is no indication it is not up to date (even when both machines say "up to date".

The recommended answer I recieved was to drop files on the Transporter, and it will disperse them.  That's great, but if the whole point is to access your files when you are away, if I make a change on a remote offline laptop, it takes DAYS for the files to sync once back online.

I understand a new version of the software will be coming out.  It is expected to be more "dropbox-like" or is the transporter more of a "read from the central repository" (where the concept is just to read or view files on the home network) idea and not a "shared folder" (Where the concept is reads and writes are synced always and completely) idea?

June 12

Once again, STILL DID NOT ANSWER ANY TECHNICAL QUESTION. Basically wasting both my time in reading this and the bandwidth required to send it.

Hi Justin,

Thank you for contacting Connected Data Support Center. This email is in regards to case number #324826 : Lack of responce..

When it comes to the speed of the files being uploaded do you have it selected to have a local copy? One Thing we have been seeing is that when you have this selected the Transporters pushes the file transfer to the background which to not cause any drops in performance on your machine is not the fastest. If you can select that you have no local copy it will not push to the background and move the files right then and there.
Yes there is a version two that has been announced. We don't have any data on this.

Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri (8am-8pm EST) Sat & Sun (9am-5pm EST)

I am fed up at this point. I am being treated as if EVERY EMAIL is my first email. Either the support team is so huge that no two people have answered one of my emails, or the moron answering emails has the memory of a goldfish.

I am sorry, this needs to be a little more clear.  

Here is my example:  http://cl.ly/image/2q0B1Z3y112o

The top machine is an 2012 iMac with Local Copy enabled, this is the destination machine.  The bottom machine is a 2010 Mac Mini with Local Copy Enabled, this was the source machine.  BOTH machine lie idle for 90% of the day, with Gigabit ethernet connections.  This screenshot was taken 14 DAYS after I added this folder.

Are you suggesting that 14 DAYS is not enough to transfer more than 5MB WITHIN NETWORK on two machines?

On the Transporter website, I created the folder.  On MacMini, I enabled Local Copy and dropped in the iPhoto Library.  On the iMac I enabled Local Copy.  After 14 DAYS, I see the folder is 5MB.

I want to help, but I keep getting these vague "tech support" answers treating me like I'm retarded.  I'm not a user, I've written and contributed to many open-source projects,  give me to someone who can make changes or "has data on this" and I can help them track down bugs and perform diagnostics.

AGAIN, STILL DID NOT ANSWER ANY TECHNICAL QUESTION. I would have rather them said "yes, we are treating you like you are retarded because we are retarded" and I would have been happy.

Hi Justin,

Thank you for contacting Connected Data Support Center. This email is in regards to case number #324826 : Lack of responce..

Thats something we have noticed. Tho if your wanting to bypass the connected data software and make sure all your files are getting to the Transporter you can use SMB/CIFS. This would not only be the fast file transfer method but would insure file transfer. By default it is not enabled by default but you can enable it from the management page. For more information on SMB/CIFS please visit http://www.filetransporter.com/knowledgebase/?article=AA-00264

Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri ( 8am-8pm EST) Sat & Sun ( 9am-5pm EST)

I'm not really concerned my files are on the transporter, I'm concerned with my files being on the other computers.

It is great to have a backup on the transporter, however, it is CRITICAL I have the files on the machines when I take the machines offline or to a remote location without internet access.

Is this being addressed in v2.0?

READ: Oh! You said "2.0", let me copy and paste the v2.0 info without ANSWERING YOUR FUCKING QUESTION.

Hi Justin,

Thank you for contacting Connected Data Support Center. This email is in regards to case number #324826 : Lack of responce..

 For more information on v2.0, if you can contact sales at 888-517-3786. 


Kind regards,

Connected Data Support
Phone: 1-888-964-4607
Mon - Fri ( 8am-8pm EST) Sat & Sun ( 9am-5pm EST)

June 14

I'm not interested in the new hardware.  Will there be new software to address this?

June 24

After 6 weeks, I've been "escalated" to the manager...

Dear Justin,

Sorry for the delayed response.  Has the Support agent requested a log file from you?  If not, please capture a log file while connected to your Transporter.  Instructions for this operation can be found at http://www.filetransporter.com/knowledgebase/?article=AA-00318.  It is also helpful if you can capture the log file close to the time of the error.

Apologies again for the delayed response and thank you for your patience.

Best regards,

Bryan Wing
Support Manager
Connected Data, Inc.

...I tried to be polite...

From IT manager to IT manager, at no point in time in the past TWO MONTHS, nor 6 emails have I had one diagnostic suggestion.

Thank you for your concern.  I will attempt to grab a log file this evening.

Can you answer a few questions regarding the following scenario?

Two OSX machines are registered to a Connected Folder on a Transporter on the same network. Both machines have the "Local Copy" option checked.

1) If I drop a file on Machine 1 into the Connected Folder, when can I expect it to appear on the Transporter?
2) If I drop a file on Machine 1 into the Connected Folder, when can I expect it to appear on Machine 2?

If I remove Machine 2 from the network, and update a file, then plug it back into the network.

3) When can I expect it to appear on the Transporter?
4) When can I expect it to appear on Machine 1?

Thank you.

...and ask for specifics....


...it got me nowhere. Another pointless email.

Justin,

If both Macs are on the same physical LAN (e.g. switch), you should be able to see your 'file' on both systems relatively quickly.  Reproduce your problem and capture a log file while connected to your Transporter and we'll attempt to sort out what the problem is from the data in the log file.  I didn't see which desktop software you are on, so please send that in too.  You will see the desktop version number in the same dialog box that you start the diagnostics.

Thanks again for your patience.

Best regards,

Bryan Wing
Support Manager
Connected Data, Inc.

At this point, I said 'fuck it'. I understand it was a kickstarter, not every product is good. I was content to just leave it, knowing that it would not do what I needed or wanted it to do.

July 16

I have pretty much given up when they poked me again.

Justin,

I didn't see a response from you so I am resending the email I previously sent:

If both Macs are on the same physical LAN (e.g. switch), you should be able to see your 'file' on both systems relatively quickly.  Reproduce your problem and capture a log file while connected to your Transporter and we'll attempt to sort out what the problem is from the data in the log file.  I didn't see which desktop software you are on, so please send that in too along with your Mac OS X version(s).  You will see the desktop version number in the same dialog box that you start the diagnostics.

Thanks again for your patience.

Best regards,

Bryan Wing
Support Manager
Connected Data, Inc.

This email could not be more direct and even includes a potential avenue of diagnostics.

Bryan,

I thank you for your followup, but short of trying one or two files every few days, I have done nothing with the device as it continues to be unreliable.  The current version of software is nothing like Dropbox (which was my expectation) so I barely use it.

I still do not understand "relatively quickly", and nobody at support will put a unit of measurement on it.  With Dropbox, I can see my file on my other system WITHIN SECONDS.

If both Macs and the Transporter are on the same LAN and I drop a file on the Connected Data share on Mac01, how long will the file take to show on Mac02?
a) "within a few seconds",
b) "within 30 seconds",
c) "under a minute"
d) "longer than a minute"?

There is a fundamental visual bug issue where Finder is not showing the proper size of the file or the file at all (which may be FUSE-related).[1]

[1] https://forums.boxcryptor.com/topic/boxcryptor-for-mac-finder-needs-refresh-for-displaying-accurate-filenamesdirectories

July 18

And yet.. still more vagaries and pointlessness, completely and utterly ignoring my suggestion.

Justin,

I used the term "relatively quickly" because we've found that it depends on how the router affects our management software.  Some router configs affect NAT traversal more than others.  For those who have port mapped get better results.  Our next release, 2.0 uses an additional method to obviate the need for port mapping in most cases.

As far as file sizes, there is a bug in 1.x where the file sizes can be calculated incorrectly.  This is fixed in 2.0 also.

I hope this answers your questions.

Best regards,

Bryan Wing
Support Manager
Connected Data, Inc.

Comments

blog comments powered by Disqus