Jul 31
[URGENT] Critical Sync Failure and Ghost Collections - Pro User
Dear Kortex Support Team,I am writing to request an immediate technical intervention regarding my account. I am a paying Pro user (monthly subscription) and am currently facing severe synchronization issues between the Kortex Dashboard and the Google NotebookLM (Gemini) interface, which are completely halting my workflow.1. Recent Error History: Over the last 48 hours, my system stopped working entirely. All my notebooks and sources disappeared without warning. I managed to "resolve" this only after performing a manual technical procedure on my own: accessing via a different browser, enabling "Developer Mode" in Chrome, and forcing an extension update. I want to express my deep dissatisfaction with this instability; I was unable to use the tool for nearly two days due to this bug, and my previous support emails were not answered in time.2. Current Issue: Collection Sync Failure: Although I regained access to my notebooks, the Kortex organizational layer is not syncing with the NotebookLM home page:New Collections are missing: I have created new Collections in the Kortex Dashboard, but they are not being injected into the NotebookLM view at all."Ghost" Collections: On the NotebookLM home page, two old collections named "ADM" and "Teste" continue to appear. I deleted these from the Kortex Dashboard long ago, yet they persist in the Google interface and cannot be manually removed from there.3. Troubleshooting Steps Already Taken: I have already followed all recommended troubleshooting protocols from the FAQ, including:Performing a full Sign Out and Sign In within the extension.Selective clearing of cache and cookies for both Google and Kortex domains.Complete reinstallation of the extension.Testing in an Incognito window (where the error persists).Given that Kortex utilizes Firestore cloud sync, it appears there is a data hang-up in my specific account database that is preventing the Collection snapshot from updating.I require an urgent resolution. I request that you manually verify my account’s sync integrity to permanently remove the "ADM" and "Teste" folders and ensure my current Collections appear correctly.I look forward to your immediate response.Best regards,Diogo .
Pending