The restoration process for Livescribe Online pencasts has been completed. If for some reason pencasts you previously uploaded are no longer visible, please contact us directly at email@example.com so we can look into your account directly. We’d like to explain in further detail exactly what happened, and what measures were taken to minimize the risk of this happening in the future.
We have a modem that communicates issues from the server to a support center that monitors the server. This modem failed, and subsequently a hard drive also failed. The hard drive had been down for some time by the time we realized there was a problem, but upon discovery of the issue a technician was sent to the site. While the new drive was rebuilding (but before it completed ) a second drive failed in the same RAID set, and we were unable to recover either drive. So our backup solution to this was to restore the data from a remote server, which essentially meant copying and downloading over 10 Terabytes of data from their remote server to ours, which took a few weeks to complete.
We replaced the modem that failed and performed an evaluation on the entire system to ensure stability. We also implemented regular visual inspections of the units for beeping or lights in case all other automated methods fail. We feel quite assured we’ve taken the appropriate measures to protect and monitor our systems from catastrophic failures like this one going forward, and we’re sorry it took so long to restore service for all affected by this.