Document or draft is missing text

Ellipsus started partially as a result of lost words (~85k of them), and potential data loss is something we take very seriously. 

First thing: breathe. Then, before you do anything else, export a copy of your logs and stored data from your settings page, both on your current Ellipsus workspace and anywhere else you've written recently. These files will be critical if we need to investigate and attempt to recover data.

TABLE OF CONTENTS

• Troubleshooting
  • Check your drafts
  • Check version history
  • Open the document on another device
  • Duplicate the document
• Deleted vs. lost work
• Still missing?

Troubleshooting

Check your drafts

The most common culprit behind missing work is writing in the "wrong" place (e.g. an accidental draft creation, working in a different file, etc.). Look through the drafts associated with the doc and see if your writing is there.

Check version history

Your document automatically saves versions as you write. You can often find missing content in your version history, and can restore it as a new draft. 

Open the document on another device

If your text was saved on one device but still hasn’t synced, it may still be available on the original browser where you wrote it.

• Try opening the same doc on another device (e.g., your phone, tablet, or another computer).

• If the missing section appears there, leave the tab open—it may help to complete the sync.

Duplicate the document

Try duplicating your doc to check if the work is properly synced:

1. Right-click your current tab and select Duplicate, or paste the doc URL into a new tab.

2. Look for your recent edits.

3. Open Version history and check for updates.

Deleted vs. lost work

Deleted documents and lost work are two very different things, and the fix depends on which one it is.

• If you remember clicking delete, it’s likely a deletion—we can quickly restore your document for you.

  • Just email support@ellipsus.com with the doc URL (if you have it) or approximate deletion time.

• If you’re sure you didn’t delete your work, your issue may be related to sync issues.

  • Your content may be saved locally in your browser, but hasn’t synced yet

  • Or it may not be displaying due to a loading issue

  • In this case, check out My changes aren’t syncing and Dashboard isn’t loading to troubleshoot. (Note: “missing” work is rarely lost. In most cases, your writing will reappear after basic troubleshooting.)

Still missing?

If the above steps don’t help, it’s time to get in touch with our support team via the in-Ellipsus widget so we can investigate and try to recover your work.

Before reaching out, please gather the following info:

• Your logs and stored data (available in your account settings) from the device + browser where you wrote the missing work, as well as any other device/browser where you accessed the missing work (if applicable)

• What’s the URL of the document or draft you were writing in?

• What device were you writing on?

• What browser were you writing in? Can you confirm that you weren’t using incognito / guest / private mode?

• How long was your work open on this device/browser leading up to the time you noticed something was wrong?

• Approximately when were you writing (with time zone)?

• Did anything unusual happen in the time leading up to the disappearance?

• Approximately how many words are you missing? 

  • Where were they located (e.g. in a draft or main, at the end of the work, etc)?

• Are there any key phrases that might help us locate your missing work? 

We take any risk of data loss very seriously, and we’re here to help. It’s likely that your work is recoverable, so the sooner we can begin looking, the better the chances.

Note: we cannot investigate and attempt recovery without accessing and viewing your writing. We do not care about the contents/subject matter of the writing itself—we only care about getting your words back.