Haha, OK, caught me. I didn’t know how long the diagnostic data feature has been available, nor do I have any idea how many users have actually reported this.
More accurately, speaking to my own experience, the “auto upload” feature on Android has been unreliable for the entire 3ish years I’ve been with Icedrive. When I first started using Icedrive I tested it, found it barely useable, didn’t bother to troubleshoot, and stuck with Google photos. A few years later, I revisited the app it thinking it must have improved. It hadn’t. At that time, I did submit a diagnostic log, and you guys did respond quickly and professionally as always – I thank you for that. However, nothing came of it. Part of the response was just that the way it works is just how it’s intended to work, and the difficulties I was having were not specifically bugs but just … absent features? Picking apart the diagnostic log found a minor issue that explained part of the behavior but didn’t really account for the whole of the auto-upload experience being totally unreliable, as it has been for 3 years in my experience. My experience is identical to the OP.
I have tried the android app on different phones, on different networks, submitted a ticket, did all the right things, and the performance is about the same. If I leave the app running long enough, toggle the “uploads only over wifi” option a few times, and the stars are just right, I can usually count on all my photos being uploaded… eventually. Within a day maybe. Maybe. But sometimes some of them just… don’t.
I tried the iphone app on two of my wife’s phones and the auto upload functionality there is more of a joke. There are numerous posts in the community about this and the answer is alternatively “There are known bugs and an update is coming” (which, to my knowledge, still has not fixed the issues over the course of 3 years) or “Please submit a log.”
I can dig that the diagnostic data allows your dev team to “accurately pinpoint the users issue for a quicker resolution.” But this assumes the issue is on the user’s side. My experience with multiple devices, networks, support tickets, and reading posts here indicates that most of the problems are with the app itself. I’d like to see more direct and frequent acknowledgement of this from Icedrive staff rather than just prompting users to submit diagnostic data. I understand that’s part of the process, but it isn’t clear to me if the team is treating each of these submissions as a separate, user-centric issue or if you’re garnering from this data the fact that many users are experiencing similar issues and that the “auto upload” feature on Android and iOS is sorely in need of some TLC. And if the team is aware of these problems and acknowledges them on the app side, it would really restore some faith to see more specific details of what problems are identified and what the proposed fixes are, and when to expect them. I’m not alone in asking for this and people in other posts on this community have been quite patient in asking for this and waiting for updates that have not come.
