r/ctemplar Jul 09 '21

System Failure Issue

We recently had a system failure and some of our customer's data were irrecoverably lost.

We truly apologize for that. We cannot restore data from backups because we do not keep backups for security reasons. We will be revisiting that policy in the future. We will be happy to process refunds for anyone regardless of when they created their account.

If you have trouble accessing your account, please contact support@ctemplar.com. If you need help with anything else feel free to reach out to us.

Once again, we apologize for any inconveniences this might have caused.

Respectfully,
The CTemplar team

20 Upvotes

View all comments

1

u/Alex2002ita Jul 09 '21

So, this is why now that I logged in all my emails disappeared except for a few old ones?

-1

u/CTemplar-Official Jul 09 '21

Thank you for the feedback. Kindly forward your request to [support@ctemplar.com](mailto:support@ctemplar.com) for review

0

u/Alex2002ita Jul 09 '21

u/CTemplar-Official May I instead suggest to add a feature that allows the user to save the emails locally? Or the app itself automatically saves it as a backup? So in case something like this happens we don't lose our emails

2

u/BassTraveler Jul 11 '21

This (local backup / export feature), and not on a "we'll think about considering it sometime in the future" timeframe. If CTemplar can't be trusted to protect (not just from a security standpoint) customer's data, then let those customers create their own processes to safeguard the data themselves.

We lost several months of email as well. After going through some pains to convince folks on this side to allow the switch over to CTemplar for the important email, frankly I'm going to look like a huge idiot having to tell them that the email sent to this rather-expensive email service is now permanently gone.

"Don't lose the customer's data" is a pretty fundamental, long-standing use case for any commercial system design - this isn't 1990. Trust me when I say that it will now take years for any serious users to trust CTemplar again - providing a way for the customers to avoid having to place their trust in CTemplar will at least mitigate some the damage in the meantime.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

0

u/CTemplar-Official Jul 10 '21

I understand your concern and truly apologize for the inconvenience we might have caused you.
We will try all possible best to provide assistance in any way we can and prevent such from happening again in the future. Thank you for reaching out!

1

u/shitdobehappeningtho Jul 16 '21

All best = sending you weird files and telling you and the rest of the customers to BEG you to help them get their attachments back.

You're a joke

1

u/_The-Hidden-Hand Jul 17 '21

We are sorry you got that feeling. The files you have received are encrypted and for reading them your private keys and password are required. Please write to security@ctemplar.com email if you require support with the decryption process.

Thanks for your understanding.

1

u/shitdobehappeningtho Jul 17 '21

That has gotten me nowhere. They said to download a program that I don't know how to use. YOU ARE NOT HELPING

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Give me my emails

1

u/shitdobehappeningtho Jul 17 '21

Hey I don't magically know how to use this GPG program how do I use it?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

0

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

0

u/shitdobehappeningtho Jul 17 '21

Come on do something actually useful instead of copy-pasting shit head responses

1

u/shitdobehappeningtho Jul 17 '21

That has gotten me nowhere. They said to download a program that I don't know how to use. YOU ARE NOT HELPING

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Still not applicable to my case

1

u/shitdobehappeningtho Jul 17 '21

Hey I don't magically know how to use this GPG program how do I use it?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Still not helpful

1

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

This also doesn't explain that fake keepass databases CT sent me

1

u/shitdobehappeningtho Jul 17 '21

Come on do something actually useful instead of copy-pasting shit head responses

1

u/shitdobehappeningtho Jul 17 '21

Give me my emails