Hi Everyone,

We are working on this issue with high priority. We apologize for the inconvenience and know the resolution is taking longer than we would like, and that the issue is very frustrating.

In the meantime, we are also working on retrieving lost drives as mentioned before.

Apologies again and thank you for your patience.

Best,
Maia

 

Hi Everyone, 

Apologies for this ongoing issue, we know this is frustrating and we are treating it with high priority. 

We wanted to ask you to please report missing drives, as follows: 

• Username
• Date and estimated time of the missing drive
• Are you missing a part of your drive or the entire drive? Please specify.
• Additionally, we wanted to ask you to please submit debug logs after you notice a drive is missing in WME. It doesn't need to be right after, even once at the end of the day will be very helpful. We know this is not convenient but it will greatly help us with resolution time as we would be able to analyze, for example, the GPS tracks for that drive. 

 To activate debug mode and send logs:

• Tap Search https://lh6.googleusercontent.com/hSG8U ... fTEzTS2ehw.
• In the Search bar, search for 2##2, and then tap the magnifying glass
• A Debug Mode message appears. Tap OK.
• Close and re-open Waze
• Tap the orange Report button in the bottom right, and then Debug.
• Tap Yes and wait for a confirmation message
• There's no need to submit debug logs for every missing drive, you can send the debug logs one time at the end of the day.
• Please let us know in your report if you were able to send debug logs.

 Thank you again for your continuous patience with this issue, and thank you to all the editors that have been reporting their missing drives. 

Best,

Maia
 
 
 
 

thumpman wrote: ↑Mon Apr 18, 2022 12:33 pm Drives Error Pg1.jpg
 Drives Error Pg2.jpg
 Drives Error Pg3.jpg
 Drives Error Pg4.jpg
 Here are some examples what it looks like on my screen.

Thank you!
 

 

Thank you for your report! This issue has been fixed but pending deployment.

Keep an eye on the WME Releases to check our next deployments.

Best,
Maia

denysdgcf wrote: ↑Mon May 16, 2022 11:37 pm Reporte missing drives

Username: denysdgcf

1. Date: 05/14/2022 at 20:37UTC
Missing entire drive

2. Date: 05/14/2022 at 23:03UTC
Missing entire drive

3. Date: 05/16/2022 at 14:06UTC
Missing entire drive

4. Date: 05/16/2022 at 18:45UTC
Missing entire drive


Logs send: 05/16/2022 at 23:36UTC
 
 


 

Thank you so much denysdgcf for sending us your examples and logs.

Some of your examples helped the team dig deeper into the problem, we really appreciate it.

Best,
Maia
 
 

Hi Everyone,

As you all know, we have been experiencing some issues with missing drives in WME. We appreciate your feedback and we are thankful for your patience.

After comprehensive investigation done by cross functional teams, we'd like to try a possible solution, starting in Brazil. This solution has already been tested with 3 editors, without any negative outcomes but also without conclusive results. Thank you to the editors involved!


We will start testing the solution next week, starting July 4th and until July 18th, in Brazil only. This information was also shared in the WME forum for editors from Brazil, so they can share their feedback in a different dedicated thread.



Best,
Maia
 
 

Hi Everyone,

We hope you're doing well.

We haven't forgotten about this issue

We tested 2 different solutions in Brazil and the US. The second solution seems to have worked properly. Thank you to all the editors that participated in the different rounds of testing!

We are still performing some final testing but we expect to deploy the solution in the near future.

Best,
Maia

Hi Editors,  


We are glad to announce that after 3 extensive rounds of testing, we have deployed a fix for the issue of missing drives in WME. 

The issue was technically complex to solve and thus, we performed different rounds of testing in the US and also Brazil. We'd like to thank all editors that participated in the tests, we couldn't have done it without you  

Your drives should now be stored and displayed correctly under the drives tab in WME. While the solution has been deployed to all editors, the deployment to 100% of users will occur gradually to closely monitor it. 

Thank you all for your patience and for reporting this issue. Please feel free to report here if you are still experiencing inconveniences.  

All the best, 

Maia on behalf of the team.
 
 

Hi Everyone, 


We are very happy to announce that after testing the solution to fix the missing drives in WME with editors, we will be deploying the solution to 100% of our users.


All the best,


 Maia on behalf of the team.
 
 
 

rdnnk wrote: ↑Tue Jan 03, 2023 9:05 pm The same goes for me. After a long period of time when all drives came back in, I have made several trips in the past 2 weeks that were not or only partially saved.


 

Hi rdnnk,

Thanks for reporting and sorry for the inconvenience.

For further investigation, can you please share:

- Date and time of the missing drive
- Did you send logs? This is crucial to investigate each case.

Thank you in advance for your cooperation,

Maia
 

searchjaunt wrote: ↑Tue Jan 03, 2023 9:05 am I can confirm that the issue is still not solved. I've been driving at least two times with Waze on Jan 1st and none of the drives show up.

 

Hi searchjaunt,

Thanks for reporting and sorry for the inconvenience.

For further investigation, can you please share:

- Date and time of the missing drive
- Did you send logs? This is crucial to investigate each case.

Thank you in advance for your cooperation,

Best,
Maia