iCloud access\backup lose issue since 28-04-2017

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Level 1

11 points

iCloud access\backup lose issue since 28-04-2017

Note:I was also recently affected by 50 gb iCloud unsubscription.

I’m experiencing an awful issue and I really need any help or advice about the ways to resolve it.

This morning I entered my iCloud from PC and I saw that my 50 GB was almost free (49 of 50) while it was just 22 GB free yesterday (no data left except mail backups according to Settings). Just 700 mb of Mail is used. My Photo gallery is absolutely empty.

Here is how settings looks like now:

The only working apps (in web interface from PC) are: Mail, Contacts, Calendar, Reminders, Find Friends, Find iPhone, Settings.

The rest shows next behavior:

- Photo Galleryis empty (screenshot attached) or gives the message about slow network connection (which is false, everything is OK, checked it from friend’s networks and PC)

- iCloud Drive gives the message about problem with loading app (screenshot attached)

- Notes gives the message “Notes has stopped responding” (screenshot attached)

- Pages, Numbers, Keynote gives the message “P\N\K is Locked. Due to account maintenance, P\N\K is currently unavailable ” (screenshot attached)

After that it has the yellow triangle icon “Offline” (screenshot attached)

On my iOS and Mac devices Notes do not synchronize anymore. Reminders still synchronize.

The worse thing is that none of my devices can no longer complete backup to iCloud (iPad mini Retina, iPhone 6S, iPhone 4S). After I had turned off iCloud backup on my iPhone 4S and tried to turn it on, I received an error “Unable to access to iCloud” (or something like this).

Here is the sequence of menus and my try to make a backup:

My iCloud iOS menu shows me like everything is fine except 0 bites backups size.

I’m confused and I still found no help or similar issues from other people. I see the new icloud.com blue background on web. So they have recently changed something on servers.

I wrote in Twitter to @AppleSupport but our very slow conversation resulted in their insane and useless advice:

"At the moment we are able to provide the following articles to assist you with your issue:

http://apple.co/1Ogep1T

http://apple.co/1QulaxU

You can also visit your local Apple Authorized Distributor/Dealer. You can locate them using the following link: http://apple.co/24EPa3G"

I’m located in Ukraine now (although I have a Apple ID US account) and I have no obvious ways how can anyone except Apple Support help me. I see that the problem is from Apple servers side, not with 4 devices. And it began just this morning. 24 hours ago my devices successfully accomplished backups and all worked fine.

I just don’t get how can I be the only one with this problem. Thank you very much for any feedback!

Can someone tell me where can I contact (in chat or e-mail) with Apple Support.

My devices:

iPhone 6S – iOS 10.3.1

iPhone 4S – iOS 9.3.3

iPad mini 2 – iOS 9.3.3

MacBookAir (MD231) – OS Sierra 10.12.4

Message was edited by: Marinier

iPhone 6s, iOS 10.3.1, null

Posted on Apr 28, 2017 4:26 PM

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Answer 1

Top-ranking reply

Marinier Author

Level 1

11 points

Apr 30, 2017 3:23 PM in response to zinacef

An update (29/04/2017):

I contacted US support via chat, we had a conversation during 75 minutes, which resulted in redirection to EU support. First, I was redirected to a senior specialist, but when we came to my personal data verification by callback, my location in Ukraine became a problem. They proposed me 2 alternatives:

- to visit in person my local Authorized dealer (but there are neither such one in Kharkiv, nor in Kyiv, as I see).

- to call any of EU support contacts listed here https://locate.apple.com/europe/en/ providing them my case number

This morning I called UK support by Skype and it resulted in 1h20 minutes of conversation (with reference to my case post, I’ve recently made on Apple Support Forum). I spoke to 1st line support, but then (40 minutes later), we found out that the situation required a senior specialist assistance. Both guys were very kind and attentive to problems I was encountering. My case is now redirected to an engineer’s team. Seems like my iCloud services (a part of) got stuck with no obvious reason. Engineer team requires 2-3 days to find out what is wrong. We exchanged contacts with this senior specialist and planned to have a call next Friday. For instance, I’m at least glad they’re aware of these issues and are working on it. This is the most serious issue I have ever. I hope it’s goanna be fixed soon (by the end of the next week).

Update (30-04-2017):

As I can see the Apple engineer team is already fixing my issue.

Good news first:

- my data is back (in iCloud)

- my photos are in iCloud gallery

- my iCloud Drive data is back

- each device can now make the backups

- Numbers\Pages\Keynote works on web again

Other news are less good:

- My Reminders duplicated or spread between 2 lists

- My Calendars (2 Home and 2 Work now) now partly duplicated and partly spread, but they have some separate events and some common (duplicated).

- My Notes are working but still tough with synchronization between my devices.

Update (01-05-2017):

I’m happy to tell that I finally succeeded in resolving my leftover issues (with Calendar, Notes and Reminders; after main issue have been fixed by engineers)

- I have combined my 2 Home and 2 Work Calendars into one Home and all duplicates have disappeared. But it was possible to do only in my Mac Calendar app. I found no such function in Web version at icloud.com, nor on any iOS device (iPad\iPhone)

- To fix my Notes synchronizing issue (When I edited any note from iPhone it showed no change on other devices; when I did the same on other devices, it only added information to my iPhone note, unable to synchronize erasing actions, while the rest devices synchronized fine erase and add editing), I logged out my iCloud (it deleted all of my Notes) on my iPhone\iPad and than logged in (it downloaded my Notes and other stuff from iCloud) once again.

- 600+ Reminders was manually marked “done” to be moved in the “completed list” (I found no other way to do it)

To make all services work better, I entered iCloud manager (in MacOS Settings) on MacBook, deleted one by one the backups in iCloud and made new ones for each device. My first backup-try have mistakenly created 22 gb backup for my iPhone 6S. I think it happened because of software fault or because of some settings concerning my 15 Gb photo gallery, I’m not sure. But my second try gave my 500 mb backup. My media gallery (15 gb +\-) is synchronizing with iCloud gallery separately.

Now I can finally tell that everything works fine again.

My deepest respect to the UK Apple Support team! They got back my data in iCloud and fixed the main issue with iCloud backup\synchronizing services within 24 hours. The rest of side issues was arranged on my own, but it’s ok) Comparing to what I had at the beginning it was nothing for me to fix)

I hope this story will help in case someone encounter this awful issue.

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Answer 2

Marinier Author

Level 1

11 points

Apr 29, 2017 10:33 AM in response to zinacef

I tried all these things on each of my devices. No result. With another iCloud account works fine. The problem is from server side. Apple Suppoort accented my issue and forwarded it to engineer team. Almost 2 hours of communication with ten by phone (UK support team).

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Answer 3

celtxian

Level 1

8 points

Sep 9, 2017 1:20 PM in response to Marinier

If you get the message the iCloud Drive has stopped working it is probably because you are not using Safari. I discovered this myself after clicking on the 'Details' link. In there I saw that there was a cookie problem:

APPLICATION NAME

iclouddrive

TYPE

exception

APPLICATION BUILD NUMBER

17EHotfix5

APPLICATION MASTERING NUMBER

17EHotfix5

ENVIRONMENT

PROD

IS FATAL

true

TIME

Sat Sep 09 2017 21:15:18 GMT+0100 (BST) (1504988118683)

HOST

www.icloud.com

USER AGENT

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/59.0.3071.115 Safari/537.36

DSID

111013977

ERROR

Invalid cookie - no value

ERROR CONTEXT

undefined

STACK

Error: Invalid cookie - no value

at new n (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:13:1683)

at r (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:13:1775)

at Object.getCookies (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:705:354 7)

at Object.getListOfAvailableCookiesAsHash (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:25:2421 9)

at Object.getListOfAvailableCookiesAsConcatenatedString (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:25:2404 0)

at Object._getDocWSURLForItem (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:716:383 8)

at Object.getURLForItem (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:716:364 0)

at Object._loadURL (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:720:208)

at Object.start (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:719:319 24)

at https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:719:307 09

at n (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:24:1276 7)

at s (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:31:1483 4)

at t (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:15:2549 6)

at Object._handleCallback (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:17:2303 6)

at Object.resolve (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:17:2243 5)

at https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:716:147 26

at n (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:24:1276 7)

at r (https://www.icloud.com/applications/iclouddrive/17EHotfix5/en-us/main.js:28:1568 3)

at <anonymous>

LINE

13

APPLICATION LOG

Sat, 09 Sep 2017 20:15:18 GMT: DEBUG: File and Thumbnail Usage: 1 files (1146.79MB)

trigger: Bytes Threshold Crossed: 50MB

files: 1

bytes: 1202500044

bytesInMB: 1146.79

bytesSummedByExtensionInTabbedFormat:

wav 1202500044

USER REGION

US

BUILD NUMBER

17EHotfix1

MASTERING NUMBER

17EHotfix1

CLOUDOS LOG

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Loading CSS file in 'cloudkit/error_catcher' -> '/system/cloudos/17EHotfix1/cloudkit/error_catcher/17EHotfix1/en-us/stylesheet. css'

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Loading JavaScript file in 'cloudkit/error_catcher' -> '/system/cloudos/17EHotfix1/cloudkit/error_catcher/17EHotfix1/en-us/javascript- strings.js'

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Prefetching module 'cloudos_foundation/sharing'.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Loading CSS file in 'cloudos_foundation/sharing' -> '/system/cloudos/17EHotfix1/cloudos_foundation/sharing/17EHotfix1/en-us/stylesh eet@2x.css'

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Loading JavaScript file in 'cloudos_foundation/sharing' -> '/system/cloudos/17EHotfix1/cloudos_foundation/sharing/17EHotfix1/en-us/javascr ipt-strings.js'

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'coreweb/timezone_picker' finished loading.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Evaluating and invoking callbacks for 'coreweb/timezone_picker'.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'coreweb/timezone_picker' has completed loading, invoking callbacks.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/photo' finished loading.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Evaluating and invoking callbacks for 'cloudkit/photo'.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/photo' has completed loading, invoking callbacks.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/error_catcher' finished loading.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/error_catcher' was prefetched, not evaluating until needed.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/first_run' finished loading.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudkit/first_run' was prefetched, not evaluating until needed.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudos_foundation/sharing' finished loading.

Sat, 09 Sep 2017 20:03:58 GMT: DEBUG: SC.Module: Module 'cloudos_foundation/sharing' was prefetched, not evaluating until needed.

Sat, 09 Sep 2017 20:04:02 GMT: DEBUG: <-- Response 16: 200 (8482ms), headers: cache-control=no-cache, no-store, private, content-type=application/json; chars

I switched to Safari and everything works!

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Answer 4

zinacef

Level 10

88,473 points

Apr 29, 2017 9:19 AM in response to Marinier

Did you try completely signing out of your iCloud account, rebooting, and signing back in?

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