Broken files at Jottacloud

Help and Support
1

I had backups of about 270 GB at Jottacloud. Created 2022-2023.
When I tried to download all of them via rcloud mount, it turned out that some files where unreadable at Jottacloud system level.

The web interface shows the following:
{"message":"File not found.","xid":"064973472647","encodedError":null,"errors":[{"type":"NOT_FOUND","code":14}]}

When I mount my backup with rclone the files will be listed with the right file size but can't also be read.

Example file:
https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo

I contacted Jottacloud support.
Answer from Jottacloud support:

When it comes to Rclone I have to refer you to the Rclone faq or https://rclone.org/

Even though we condone the use of third-party applications we do not support them.
**Kim**

Jottacloud

rclone v1.65.0

  • os/version: arch rolling (64 bit)
  • os/kernel: 6.7.0-zen3-1-zen (x86_64)
  • os/type: linux
  • os/arch: amd64
  • go/version: go1.21.4
  • go/linking: dynamic
  • go/tags: none

Jottacloud Personal subscription

mount /mnt/jottacrypt
cp /mnt/jottacrypt/path/to/my/file /mnt/local/mount/storage/

fstab:
rclonefs#jottacrypt:	/mnt/jottacrypt fuse	noauto,user,config=/home/user/.config/rclone/rclone.conf,allow-other,default-permissions,gid=100,vfs-cache-max-size=500M,max-read-ahead=16M,vfs-cache-mode=full 0 3

[jotta]
type = jottacloud
tokenURL = https://id.jottacloud.com/auth/realms/jottacloud/protocol/openid-connect/token
token = XXX
configVersion = 1
client_id = XXX
client_secret = 
device = 
mountpoint = 

[jottacrypt]
type = crypt
remote = jotta:/backups/
filename_encryption = standard
directory_name_encryption = true
password = XXX
password2 = XXX

rclone -vv copy jottacrypt:/w500/home/user/ytdownloader.sh /tmp/

2024/01/22 14:55:53 DEBUG : rclone: Version "v1.65.0" starting with parameters ["rclone" "-vv" "copy" "jottacrypt:/w500/home/user/ytdownloader.sh" "/tmp/"]
2024/01/22 14:55:53 DEBUG : Creating backend with remote "jottacrypt:/w500/home/user/ytdownloader.sh"
2024/01/22 14:55:53 DEBUG : Using config file from "/home/user/.config/rclone/rclone.conf"
2024/01/22 14:55:53 DEBUG : Creating backend with remote "jotta:/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo"
2024/01/22 14:55:54 DEBUG : fs cache: adding new entry for parent of "jotta:/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo", "jotta:backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls"
2024/01/22 14:55:54 DEBUG : Creating backend with remote "/tmp/"
2024/01/22 14:55:54 DEBUG : fs cache: renaming cache item "/tmp/" to be canonical "/tmp"
2024/01/22 14:55:54 DEBUG : ytdownloader.sh: Need to transfer - File not found at Destination
2024/01/22 14:55:54 ERROR : ytdownloader.sh: Failed to copy: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 ERROR : Attempt 1/3 failed with 1 errors and: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 DEBUG : ytdownloader.sh: Need to transfer - File not found at Destination
2024/01/22 14:55:54 ERROR : ytdownloader.sh: Failed to copy: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 ERROR : Attempt 2/3 failed with 1 errors and: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 DEBUG : ytdownloader.sh: Need to transfer - File not found at Destination
2024/01/22 14:55:54 ERROR : ytdownloader.sh: Failed to copy: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 ERROR : Attempt 3/3 failed with 1 errors and: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)
2024/01/22 14:55:54 INFO  : 
Transferred:   	          0 B / 0 B, -, 0 B/s, ETA -
Errors:                 1 (retrying may help)
Elapsed time:         1.3s

2024/01/22 14:55:54 DEBUG : 11 go routines active
2024/01/22 14:55:54 Failed to copy: failed to open source object: error 404: MissingChecksumException{username='5d7bf88a149c960133481ee9', checksum='b0d686631f7b1598388aaa34baa7a868'} (Not Found)

rclone -vv lsl jottacrypt:/w500/home/user/ytdownloader.sh

2024/01/22 15:08:11 DEBUG : rclone: Version "v1.65.0" starting with parameters ["rclone" "-vv" "lsl" "jottacrypt:/w500/home/user/ytdownloader.sh"]
2024/01/22 15:08:11 DEBUG : Creating backend with remote "jottacrypt:/w500/home/user/ytdownloader.sh"
2024/01/22 15:08:11 DEBUG : Using config file from "/home/user/.config/rclone/rclone.conf"
2024/01/22 15:08:11 DEBUG : Creating backend with remote "jotta:/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo"
2024/01/22 15:08:12 DEBUG : fs cache: adding new entry for parent of "jotta:/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo", "jotta:backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls"
2024/01/22 15:08:12 DEBUG : Documents: Excluded
2024/01/22 15:08:12 DEBUG : Backups: Excluded
2024/01/22 15:08:12 DEBUG : .local: Excluded
2024/01/22 15:08:12 DEBUG : .wine: Excluded
2024/01/22 15:08:12 DEBUG : Pictures: Excluded
      155 2019-02-09 22:12:00.000000000 ytdownloader.sh
2024/01/22 15:08:12 DEBUG : 9 go routines active

Original backup command:
sudo --preserve-env /usr/bin/rclone sync /home/ $CRCLONECLOUD:/$MYHOSTNAME/home/ -P --stats 1s --skip-links --jottacloud-hard-delete --delete-before --fast-list --create-empty-src-dirs --filter-from $BACKUPSDIR/ToBackupHOME.txt --tpslimit 10 --tpslimit-burst 20 --delete-excluded --retries 9 --retries-sleep=10s 2>&1 | tee -a $LOGFILE

2

Hi, welcome to the forum.

This sounds like a problem on Jottacloud's part. There have been occasions of this before, if you search the forum you should find e.g. this: Errors with Jottacloud, although I'm not sure if there are any exactly the same as yours..?

Did you see the file in web interface, or official client? And got an error when accessing/downloading from there? If so, I would report that to Jottacloud without mentioning rclone.

3

Given that these files are not downloadable even by jottacloud own portal what you expect rclone to do ?

4

I don't really expect rclone to do anything.
I expect people to realize that Jottacloud support refuses to provide any kind of help to a long time paying customer, even when the problem is clearly on their end.
I want people to realize what they can expect when Jottacloud loses customer data.

1 Like
5

Try to download the file using the official jottacloud webinterface. Make a screenrecording while doing so. If you still get the error, contact jottacloud support and don't mention a word about rclone or any other software. If you are only using the official webinterface and get errors, they have no reason not to provide support.

6

I am actually very grateful for your post. I have been testing jottacloud (no issues in my tests but it is limited dataset and short time) and considering using them to archive my data.

Their pricing is very competitive ($100 per year for 5TB) with option to store even more with limited upload speeds.

Unfortunately if their solution sometimes "corrupts" stored files - I think I know what to do:)

1 Like
7

You are now the second one that proposes something I clearly have stated that I have already done:

The web interface shows the following:

What do you think does "web interface" refer to ?
If refers to the web interface of Jottacloud.

would report that to Jottacloud without mentioning rclone.

I will not consider that because this is clearly a system fault at Jottacloud's end.
The use of an unencrypted cloud client such as Jottacloud's client is absolutely out of the question.

8

Easy easy, just trying to help.
You can not expect jottacloud or any other company to support a product that's not theirs, hence my suggestion.
Good luck.

9

You can not expect jottacloud or any other company to support a product that's not theirs

I have not asked Jottacoud support for help with rclone.
I have asked Jottacoud support for help with 10+ files that I cannot access via Jottacloud's own web portal.

10

I have asked Jottacoud support for help with 10+ files that I cannot access via Jottacloud's own web portal.

Good. Your quoted reply from Jottacloud support was mentioning rclone, so thats why I answered as I did.

I wouldn't conclude just yet that your data is lost. In the mentioned other forum thread, I got PhysicalFileNotFoundException errors at some point, which fixed themselves after some hours. :crossed_fingers: However, I obviously understand your frustation.

11

This is the original support request:

Hi Andy

When it comes to Rclone I have to refer you to the Rclone faq or https://rclone.org/

Even though we condone the use of third-party applications we do not support them.
**Kim**

Jottacloud
---
Powered by [**Intercom**](https://www.intercom.com/intercom-link?company=Jottacloud&solution=customer-support)
On Mon, Jan 22, 2024 at 00:49 AM, [xxx@xxx.net](mailto:xxx@xxx.net) wrote:

> Hello support team,
>
> I get read errors with some of my files. The web interface shows the following:
>
> {"message":"File not found.","xid":"064973472647","encodedError":null,"errors":[{"type":"NOT_FOUND","code":14}]}
>
> When I mount my backup with rclone the files will be listed with the right file size but can also not be read.
>
> I found 10 non readable files so far (there are possible more):
>
> All files in: https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/
>
> For example:
> https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/e9jrte0f88n3d4m6attu2899qo
> https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/tog3jrsrtch6m2f1ais862evbo/5kpb7afqvp8n4kmru4vnncpmck/qfest5hhqqsfadl069hfdqj9nk/mm2spft55v6v3ceovno358b7po
> https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/nf8mktrq7moj0cajb7m4akg1m0/ivjp5a9eesb7r73aefanqlevjk/mj5ntlebmuukpn230ro2q7v7pc/rv8u92ci7rojb8p0edn0907048/72s7jk95rrc5v96881s6b5bp8o
> https://www.jottacloud.com/web/archive/list/name/backups/tt1lv4e3g0iffjh96ejohqjrus/69b7f2qgenomif0coc3l22jquk/9gjmpsugcsskqelueede6vt1ls/nf8mktrq7moj0cajb7m4akg1m0/ivjp5a9eesb7r73aefanqlevjk/mj5ntlebmuukpn230ro2q7v7pc/cj5dvkaegm8e2tp58b0tumajpc/pahcsitqtl1kn7v4o9ve5i87gc/4srabtajf4qc6ak4jf24o5iln0/cj5dvkaegm8e2tp58b0tumajpc/73asdtkooehtll9e5qjvrq74j0/9ehfouqm2mj805e0mm3fhfrtchrh94q8fql4hsn4bbfp8f8ev520
>
> **They are broken on your system level. Please fix them.**
> And **test** all the other files at https://www.jottacloud.com/web/archive/list/name/backups/ for more errors.
>
> Thank you
>
> Andy
12

Thanks. That still sounds like they simply dismissed the issue by referring to rclone, doesn't it? Did they close the ticket as well? I think I would repeat to them the error when only using the official web gui, and I would expect them to investigate that at least, but maybe I'm wrong..

13

I have resend my support request:
diff -Naur broken files - A <xxx@xxx.net>.eml Broken files with Jottacloud web portal - A <xxx@xxx.net>.eml

-Subject: broken files
+Subject: Broken files with Jottacloud web portal
@@ -29,8 +29,6 @@
-When I mount my backup with rclone the files will be listed with the 
-right file size but can also not be read.

Will post the outcome.

1 Like
14

WARNING, Jottacloud is losing customer data and denying the problem.

Hi Andy

As I wrote in the previous message, although we accept the use of third-party applications, we do not support it. Here it appears that the upload has been through Rclone, if something went wrong with the upload here then unfortunately we cannot help.

Jottacloud offers its customers their own secure applications, if something had gone wrong with our own applications then we could have debugged and found out what had happened.

Kim
Jottacloud

Powered by Intercom
On Mon, Jan 22, 2024 at 17:23 PM, XXX@XXX.net wrote:

Hello support team,

I get read errors with some of my files. The web interface shows the following:

{"message":"File not found.","xid":"064973472647","encodedError":null,"errors":[{"type":"NOT_FOUND","code":14}]}

I found 10 non readable files so far (there are possible more):

All files in: Jottacloud

For example:

Jottacloud

Jottacloud

Jottacloud

Jottacloud

They are broken on your system level. Please fix them.
And test all the other files at Jottacloud for more errors.

Thank you.

Andy

This is absolutely unacceptable.
I will of course terminate my paid subcription and move my data away from Jottacloud.

2 Likes
15

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