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#955 Upload experience frustrating and slow? My working method.

Posted by Mauricio on 25 August 2013 - 01:56 AM

So I posted this in a thread to help out a user but I figured this might deserve its own topic and could help out a lot of people so I'm copying and pasting it, and slightly modifying it:


Hello everyone!!! If you are having frustrating upload experience including slow upload speeds please read!
 

My setup & disclaimer: My OS is windows 8, I always run the latest version of the desktop app (at the time of this post 1.1.2.11), and I have a desktop with a solid state drive for my OS and programs and two 2TB mechanical drives set up in a Raid 1 to mirror each other for my media and files. I have a pretty fair amount of computer knowledge, I would definitely say I'm above average, however, I will keep the explanation as simple as possible. Also, none of this is conclusive, these are my theories and the best results I've gotten from MY experiments.

I have been a Bitcasa member for about 2 or 3 months and have learned a LOT from the customer service as well as my own experiments. I, too, suffered and, to be fair, continue to suffer from similar frustrating upload experiences but I have found many ways to get around some of these issues with a little bit of extra work. I will try and be as clear and as simple as possible and am just going to assume you guys don't know how things work, so please do not feel offended, I am only trying to help and be as clear as possible because I know how frustrating this is and wished someone gave me this break down before I signed up so I could be prepared...

 

Make sure you have the latest Bitcasa client!!!!

 

 

How Bitcasa uploads work:

 

First of all, It is important that you understand HOW Bitcasa uploads your files from your computer and stores it in its cloud. The way uploads work for Bitcasa when you use the desktop client, Bitcasa creates a cache folder on your computer. Whenever you drag and drop a folder or file into the Bitcasa drive the files actually get transferred to the cache folder first. Then from there, they are encrypted and then uploaded to the Bitcasa servers. This is why your transfer will be "done" on your computer but in the lower right corner (for windows) it'll say "Uploading: X GB remaining". The transfer simply finished putting the files in the cache, now it is encrypting and uploading.

 

How the CACHE works:
 

For Windows, this cache folder is by default located in:

C drive > Users > [Profile Name] > Appdata > Roaming > com.bitcasa.Bitcasa > Data > bks
 

Now, I don't know where this folder is located in the Mac version but I am assuming it is somewhere similar. THIS FOLDER AND ITS LOCATION IS VERY IMPORTANT! You need to understand that as a cache, this folder is given a SIZE limit. This size limit determines how much data bitcasa stores to upload to its servers. This size limit is different for every hard drive (more on this later) but let's say the size limit of the folder is 6gb. If you drag and drop a 20gb file, once the folder's limit is reached (6gb) the remaining 14gb are going to transfer incredibly slowly. This is because the cache is now juggling three tasks:

 

1. It is uploading data to Bitcasa servers.

2. It then is deleting uploaded data from the cache to make room for new data.

3. It is transferring new data into the cache and encrypting it.

 

The times I have capped this cache size limit I have had my transfer in the explorer window drop to average like 100-500 KB then drop to 0 bytes for extended periods of time--making the whole upload process slow and much longer than it should be. VERY frustrating. I am assuming when it drops to 0 bytes per second it is making more room in the cache by deleting old files to let new ones in. This process, as it is currently, simply sucks. So slow and begins to hog system resources very quickly.

 

 

The Good News:

 

The good news is that both the location and size of the cache folder can be manually controlled and set!!! Here is how:

 

1. Go to the Bitcasa Settings.

2. Click the Advanced tab

3. Uncheck "Let Bitcasa manage cache"

4. Slide the slider all the way to the right or designate the amount of space you want for the cache.

 

The reason why you want more cache space is because it will allow you to upload bigger chunks of data much quicker. So if your cache space is 25gb, that 20gb file or folder you were uploading should zip right through and not slow down your computer to a crawl.

 

The Bad News:

 

The bad news is you can only assigned HALF of the FREE space on your drive to the cache folder. So if you have a 120gb hard drive and you only have 50gb of free space left, the MAX your cache can be is 25gb. Furthermore, the more you fill your cache the lower the limit becomes because the free space is dropping as files are transferred in. So say you transfer 10gb, that will go to the cache.. Now the free space you have is 40gb, not 50gb anymore so the cache limit you originally set to 25gb will automatically drop to 20gb. This fluctuating cache size is very annoying and poor design I think.

 

That leads me to the other bad news: you are at the whim of this cache size. I have a desktop with a solid state hard drive for my OS and two 2TB mechanical drives in a RAID 1 configuration for all my data. I changed the location of the Bitcasa cache to the mechanical drives and my cache size is around 500gb right now (because I have about 1 TB of free space). If I try to upload a folder that is even close to 500gb it will begin to suffer all those problems you guys are complaining about because the cache size will lower as the cache gets full and then the cache will be full and it will slow down my computer blah blah blah. The cache will then be juggling all three of those tasks I listed above that causes this frustrating upload experience.

 

For example: I have 1TB of free space. My cache is 500gb. If I upload 500gb of data, which theoretically would fit in my cache, as my cache fills up with data it is eating at that 1TB of free space that allowed me to have such a large cache in the first place. When 100gb of data are transferred in the cache I will only have 900gb of free space left so my cache size automatically drops to 450gb now. Eventually I will have 350gb transferred into the cache and the amount of free space I'll have left from my original 1TB is 650gb. Since the cache size is limited to half of the free space, half of 650gb is 325gb (this is now the new cache size). As you can see, I have already filled up my cache size and now my cache is overflowing with stored data that is being encrypted and uploaded. I still have about 150gb to go and that remaining data will transfer extremely slowly. This will then bring my computer to a crawl. Make sense?

 

 

SOLUTION / MY METHOD:
 

1. Uninstall Bitcasa completely

2. Navigate to the com.bitcasa.Bitcasa folder (wherever you have it located) and manually delete it if it is still there. And if you have some type of registry cleaner, run it to get rid of any old registry entries of Bitcasa. (VERY IMPORTANT!!)

3. Download and reinstall the Bitcasa client

4. Start Bitcasa, log in, (do not mirror ANY folders) and go to the Bitcasa settings.

5. Click the Advanced tab

6. Uncheck "Let Bitcasa manage cache" (if you do not have multiple hard drives SKIP steps #7- 9)

        7. IF you have a desktop with multiple hard drives (like I do) move the cache to the hard drive that you have the most free space on and wait for the cache to transfer

        8. Close the settings.

        9. Reopen Bitcasa settings and go back to the Advanced tab (continue to step 10).

10. Slide the slider all the way to the right or designate the amount of space you want for the cache. Assign the cache the biggest amount of space you can afford.

11. Press "Clear cache"

12. Close the settings.

 

You are now ready to begin using Bitcasa.

 

My Method:

 

You need to know the size of your cache and the location of your cache. Whatever the size of your cache is, I divide by like half, and that is the biggest amount of files I upload at a time. So for me my cache is 500gb. The most I upload at a time is 250gb. If your cache is 40gb, the most you should upload at a time is 20gb. Remember this. This is very important! This avoids the problem I explained above where you cache size limit is lowered and it then interferes with your data transfer.

 

I normally upload overnight.

 

1. Select a folder or file(s) within half of your cache limit (half of your cache size i.e., 20gb if your cache is 40gb) and drag them into the desired folder on your Bitcasa drive.

2. WAIT until the transfer is done. Do not do anything.

3. WAIT until the upload is done (right click Bitcasa > make sure it does NOT say "Uploading: x gb remaining" or "finalizing"). Make sure it says "All files up to date". Only at this point are the files in the cloud.

4. Use your smart phone or the web app to double check through some of the folders or files you just uploaded to make sure they're uploaded to the cloud okay (you don't have to go through every single file but give things a glance and make sure there are NO files in grey letters and italicized).

        - The web app can be a little slow to update sometimes but if its been an hour or so since the upload completed it should be good. No file names should be in Italic font. If it is in Italics and greyed out after an hour after the upload finished it means that particular file did not finish uploading.

        - Again, normally this doesn't happen if the transfer completed using this method.

5. THIS IS THE MOST IMPORTANT STEP (either method works fine):

        - Go to the Bitcasa settings > Advanced tab and PRESS CLEAR CACHE.

OR

        - Exit Bitcasa and navigate to your cache location and delete the folder bks. (ONLY DELETE THAT FOLDER AND ITS SUBFOLDERS

6. Wait for the cache to clear or delete

        - You HAVE to CLEAR the cache if you want to continue uploading files smoothly. This can take a very long time (sometimes hours) if you're clearing or deleting more than 40gb. You have to wait till it is FULLY empty. You can double check this by going to the com.bitcasa.Bitcasa folder > right click > properties> size should read 0 bytes.

 7. Go back to Bitcasa settings > Advanced tab, and move the slider all the way to the right or to the biggest size you can afford.

 

You are now ready to upload again and restart steps 1-6.

 

 

Yes, this is not the most convenient of cleanest way of doing things, nor is it what Bitcasa promises. But it will keep your files uploading and your computer zipping through the transfers with no slow down. It does not take that long either. You can do this in a matter of minutes. Simply, you know what size your cache is so you can adhere to it, preventing slow down. Then when the transfer is DONE you clear the cache and wait for that to be EMPTY. This prevents the cache from getting full and overflowing. Then you begin to transfer more things. Rinse and repeat. This almost always works very well for me. I usually only upload no more than about 50-100 gb at a time selecting multiple files and subfolders and uploading. If I need it to be fast I'll do like 20-30gb. I don't trust doing more than 100 gbs even thought theoretically it should run smoothly I seem to get some kind of error in the transfer process or something goes wrong at which point I don't know what has uploaded and what is still uploading. So I end up deleting the whole upload, clearing my cache and starting over.

 

This service is fantastic but this process definitely shouldn't be something I have to do. It should be completely seamless and transparent for the user. The cache should not fluctuate in size as it gets filled, it should be fixed. And I really wished the whole cache thing only existed for files that we use often, not for transferring. I wished it uploaded directly and it had its own app or way of doing it instead of using the file explorer (for windows).

 

Also remember you guys! There is a BIG chance that your ISP has DATA caps!! If they have data caps, say 250 GB a month, once you pass that your internet will be throttled and therefore, slowed down. This could be what is happening to many of you. Most ISPs have data caps. I used Comcast and their data cap was 250 GB a month, but recently they got rid of the data cap as they are restructuring their internet business or something.

 

That is it guys, hope this helps and it was clear. If you have any questions ask me. And I would be more than happy and welcome the Bitcasa staff to correct me, elaborate, and educate me on this process.


TO Bitcasa:

Step your game up!!!! You're almost there!! Don't be known as the service that "you get what you pay for"!!! Most of us believe in what you're doing with a few tweaks and ironing out of your service you guys could be unstoppable. Everyone wants to brag about it to their friends, but in its current state it's too much trouble--at least for power users. If all we were uploading was like 5 GB worth of stuff Bitcasa would be seamless, it's the power users that are struggling with managing their large amounts of data. Make things right for us because we are your word of mouth. We are your advertising. And hire me with a six figure salary as a creative and/or quality control director for writing this post. Hahaha.

 

-A tenacious user

 


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#4721 Chrome Extension not working for me as of today

Posted by lcurley on 03 December 2013 - 11:46 AM

So Curly is not going to personally see that it is fixed today like he said? 

 

Not that I don't appreciate the honesty, it's really a breath of fresh air, but at the same time it seems like it's just more of the same.

 

Even though I don't understand any part of this system, I'm fixing it right now.


  • Kyle, Chris, Glenn Berkshier and 11 others like this


#2930 New Pricing Plan

Posted by okko on 19 November 2013 - 11:08 AM

This is very disturbing.

 

I have over 8TB of information stored in Bitcasa's "cloud" and I can't help but thinking that those files are at some point going to be used to extort me into paying new, higher prices or I'll have to scramble to recover all of my files.

 

So much for touting the slogan that you'll never need another hard drive, this company can arbitrarily charge what they want, when they want and your files are held hostage.

 

I may be protected by my "grandfathered account" now, but whose to say that that policy won't change? 

 

Should I save the "best answer" response for future reference that infinite accounts will not be affected by future price changes?

 

I'm very concerned about this.  What / When is the next price change going to be?  From $100 a year to $1000 dollars a year is quite the increase.

 

Is Bitcasa in trouble, hence the hike?

 

I don't know what to think.......

 

 

 

Kevin


  • Renan Rinaldi, RDox, Billy Soh and 9 others like this


#5043 High memory usage

Posted by Viktor on 08 December 2013 - 05:55 AM

A pretty good workaround provides the minimem tool, which reduces the memory usage of Bitcasa.exe to 5000 K on my machine.

 

BTW, I completely moved the folder %APPDATA%com.bitcasa.Bitcasa (including elk and velk) to another drive and replaced it with a junction pointing to the new location.
 


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#487 Using rsync with Bitcasa

Posted by McGroarty on 30 July 2013 - 12:22 PM

rsync is a helpful tool for keeping local backups in sync with Bitcasa without making use of the Mirror feature. Using rsync instead of Mirror has numerous advantages:

  • Bitcasa CPU and disk use remain low when not updating backups
  • You can back up and update files that are not in your home directory, including network files
  • You can skip files you don't care about. For example, "iTunes Music Library.xml" can be hundreds of megs, changes frequently, yet isn't required in backups. Because it can be regenerated from the .itl file, Time Machine skips this file.
  • rsync properly handles symbolic links
  • rsync lets you specify maximum bandwidth (write speeds)
  • rsync can be freely aborted and resumed without losing progress
  • rsync lets you verify backups (clear your Bitcasa read cache and tell rsync to always checksum if doing this)

There's one big caveat with rsync and Bitcasa: Bitcasa's filesystem doesn't always reflect recent writes when reading. This is problematic with rsync's behavior of writing to temporary files, then moving the temporary file in place. This can result in rsync failing because it can't find the temp file it just wrote. To address this, you should always use the --inplace rsync flag if the rsync target is Bitcasa. This makes rsync write to the final destination, rather than intermediate temporary files.

For performance, you should also avoid read operations when updating files. It's generally fastest to re-write the entire file, versus reading a file to search for differences and triggering a download of all or part of the file. This is because writing a file that contains duplicate blocks will trigger Bitcasa's de-duplication mechanism. The duplicate parts of the file won't be re-sent to Bitcasa. To write the whole file, use the --whole-file operation.

 

If you'd like another helpful tool, look at the -F rsync flag. I back up my entire home directory, and this flag lets me skip files I don't want to back up by creating a rules file named ".rsync-filter" at the top level of my home directory. An example for a Mac user who also uses Dropbox might be:

- /.Trash/
- /.dropbox/
- /Dropbox/.dropbox.cache/
- /Library/
- /Music/iTunes/iTunes Library Genius.itdb
- /Music/iTunes/iTunes Music Library.xml
- /Temp/

 

If you've found anything else that helps, I'd love to hear.


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#4755 Chrome Extension not working for me as of today

Posted by lcurley on 03 December 2013 - 05:31 PM

Okay, it was a bit more complicated than I thought, but I've got a fix. It'll be released on Wednesday along with some other small fixes.


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#3652 New Pricing Plan

Posted by Ryan Haver on 21 November 2013 - 04:49 PM

We have been patiently waiting for the Linux client for over a year, since early beta days. As the Linux client open beta approaches we've been informed that we cannot use it unless we change to the new price plan. How can you promise a client to Linux users then after making them wait for over a year tell them they can't use it unless they limit their storage or pay 10x more for what they had before? We understand that you have concerns about abuse with Linux as it is on virtually all hosted servers in the cloud, but this is ridiculous. It isn't fair for you to treat the entire Linux community like thieves and miscreants. You've effectively labeled any and all linux users as abusers.
 
 I might continue to use your service, but I will no longer recommend it to anyone. Especially after so many false promises made openly in the forums and through support channels. Most people aren't mad about the price changes, once they find out that they can stay on the old pricing if they're already on it. Those that are still angry have been with you since the early days and their anger is seeded deeply in the twisted deceit of a company that offers bold faced lies to it's customers; then acts like nothing happened.
 
Regardless of why these decisions were made you have lost my trust as a customer and the trust of many others, who were loyal to your cause. Perhaps worse than that; I no longer respect Bitcasa as a brand, and idea, or a company. Many people have stuck with Bitcasa from the beginning, through official Beta to the "still feels like beta a year after leaving beta" moments. We have been patiently waiting for the promised improvements to the web portal for months, to only find that it's unusably slow. We have been promised fixes for issues with data corruption and repeated failed uploads with no remedy in sight. We have been promised a native linux client that is still nowhere near release, but will be limited to new users while those that paid for it's development are stuck with difficult choices.
 
I personally uploaded only 2TB of my 7TB of data because of failed uploads and corrupted data. It took me 6 attempts (on a 1Gbps connection, which still took me weeks for each attempt) to get my data uploaded and then after verifying it's integrity I found that a large amount of files were corrupt or just never uploaded. I then spent the next few weeks uploading what was missing and replacing corrupted files. The web portal is so slow that I stopped using it months ago. Upload and download speeds are a complete joke even on my Gigabit internet connection. 
 
At the least we expect a public apology from Brian Taptich. When that apology never comes our distrust and lost respect will be validated. For good measure we expect past, present and future promises to be kept. When more promises are broken we will look back and wonder why we chose to stay. There is a difference between good business and doing the right thing. Business comes first in a business (we should all understand that), but the best companies always strive to do the right thing without biting off more than they can chew.
 
Sincerely disillusioned,
Ryan

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#2964 New Pricing Plan

Posted by Ryan Haver on 19 November 2013 - 12:21 PM

I am flabbergasted. It appears that these new changes are due to the new leadership at Bitcasa. I was hoping when Brian Taptich took over as CEO something like this wouldn't happen. I'll admit that your pricing is still reasonable for those that are looking to switch services, but you'll lose a good amount of customers over this move. You've lost my trust and the trust of many others. Apparently the current model wasn't profitable because there appears to be more unique data than your patented algorithms could initially account for. One failed promise after another. Slow buggy service and software. This isn't the first time I have felt cheated by Bitcasa, but it has made me rethink my renewal next year. Hopefully something else comes along to take the place in the market that you just abandoned.

 

I feel like I need to explain myself to people that I recommend your service to. I almost feel like I cheated them out of their money by recommending you. Let me voice my concern along with many others by saying that you need to be more forthcoming about changes like this. I am "supposedly" unaffected by the pricing changes, but still feel cheated. I think many people feel the same way.

 
  • Nick, Renan Rinaldi, titan and 7 others like this


#9214 Plex Cloud Sync isn't working at all

Posted by lcurley on 4 weeks ago

Yeah so...

 

Our current API has a hard limit of 2GB for uploads, same as the web client, and it's not something we can easily fix. Plex obviously needs to upload video files greater than 2GB, so we quickly created an experimental endpoint for them to use. This new endpoint added some much needed functionality, but suffered from a poor design that caused instability and extremely poor performance (I measured 6x slower than the API).

 

I've decided to scrap the endpoint Plex is using and have started work on a new upload server to power all of Bitcasa. Unfortunately, this means Plex integration will remain broken until it's complete, but we're targeting a release in a couple of weeks (the new download server will be around the same time too).

 

I'm really sorry that we shipped an incomplete product - and I'm going to fix it - but I need some time to do things properly.


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#4843 Chrome Extension not working for me as of today

Posted by lcurley on 04 December 2013 - 02:45 PM

Yep, it should be working now, but you'll have to retry any previously queued downloads.


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#3681 Clarification Please on The Linux Client and Grandfathered Plans

Posted by Coldbird on 22 November 2013 - 03:04 AM

Don't worry about this too much linux users...

I'm already working on a bitcasa-fusefs driver based on the new api to get those things mounted... just in case they decide to kill off the linux alpha fuse-driver.

 

So far my implementation can list your Bitcasa drive contents (filenames, folders, etc.) and read file contents... all of it is uncached at the moment... making it rather... slow...

I hope to get it to a point where the functionality will be similiar to the real Bitcasa client, with a local cache folder to store copies of often used files, folder structure, etc. to speed things up.

 

The filesystem itself is based on the fuse-jna framework and thus should work on every java-capable linux computer, including arm, x86 and x86-64 cpus (thanks to openjdk).

The only downside I see to this is the upload filesize limitations enforced by the REST API.

 

But either way... I will provide the code free of charge under the same license as fuse-jna, which is the BSD 2-Clause-License, making it free to use in both free and commercial projects.

I hope this should help a bit in cooling off the angry linux mob, to which I belong to as well.

 

PS. the new fuse driver will be headless, making it easy to integrate into a home server for example, without having to use trickery like fluxbox + xfbv... :D


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#2968 New Pricing Plan

Posted by rmor on 19 November 2013 - 12:25 PM

Infinite storage was the only selling point for bitcasa-- my general experience of the client software (at least on OS X) is general bugginess, sometimes lost data, unwieldy libraries that slow down Finder... and the UI for the client and the web has never been great.


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#4283 New Pricing Plan

Posted by MarkG on 27 November 2013 - 01:10 PM

Well, I've just bailed.  After trying out the service (not bad), then reading the horror stories on the radical shift in the pricing model, I decided to go with Microsoft's Skydrive.  While it is 5X more expensive, it is for me a much safer choice and a better business decision.

Bitcasa is a start-up that began with an unsustainable business model.  The "infinite storage" promise proved to be like the long sought after "perpetual motion machine."  After grabbing lots of beta testers and some early adopters, the finance guys discovered during the last round that the investors weren't too happy with the perpetual motion machine premise.  So, shortly after the $11M raise, prices jumped by AN ORDER OF MAGNITUDE.  Result?  Happy investors and lots of pissed off customers.  And then you have guys like me who after watching this interesting drama have decided that I don't want to be a part of this movie because the hero dies in the end.

Add to that the instability of the latest Mavericks release and I concluded both as a customer and an experienced high tech entrepreneur that "this dog won't hunt."

Making a series of unfulfillable promises to customers won't pay the bills.  And like other people on this forum, I don't want to be stuck with a few terabytes of data hosted on a firm's servers that is on a glide path to Chapter 7 or 11.

Since I don't relish re-uploading and synching my data every time someone's business model changes, I've decided to go with "Big M."  Does it cost a lot more?  Absolutely.  But with billions of cash in reserve and millions of customers, they can afford to take risks while still keeping the customers happy.  And the probability of them financially tanking in the next few years approaches zero.

Best of luck to the Bitcasa team.  I know you mean well and have great aspirations.  But honestly, I don't think you're long for this world.  If you're not in senior management, I'd be dusting off my resume.


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#3334 Clarification Please on The Linux Client and Grandfathered Plans

Posted by MrsAngelD on 20 November 2013 - 12:22 PM

@MrsAngelD

 

Yes, Linux client users will need to sign up with the new price plan. Grandfathered plans will not have access.  

 

Well that has to be the most ridiculous thing I've ever heard. You get all these people signed up with the promise of a Linux client, then you hold it hostage with these insane new price plans. This is the most amazing example of how NOT to treat your customers.


  • trininox, jvlo, Coldbird and 5 others like this


#2947 New Pricing Plan

Posted by Purple Man on 19 November 2013 - 11:59 AM

Indeed, this sounds like the end of bitcasa.

 

Their entire premise was that of infinite storage at an affordable price.

It is now just another dropbox.

I have an infinite account, but I will not be uploading any new content and not renew the account as it now seems pointless.

 

Cloud storage is an investment, and it requires a significant amount of trust. You invest time and effort uploading and ordering your content in good faith of long term service continuity. Unfortunately, this, for me, marks the end of bitcasa's trustworthiness.

 

Why would I pay, invest my time and be assured of my data's reliability when I can't trust the service provider?

 

However, everyone - try to understand that we all kinda knew this. Storage costs money. A lot of it.

I think that now, under new management, bitcasa started realizing they can't deliver their promise.

 

As I write these lines I received the e-mail announcement from Bitcasa that the new price plan will not affect current customers, however - I still fear of what might happen once my 1 year paypal-paid service up and I have to manually renew it - will it still be 99$? Who knows.

 

Like I said, trust is the problem here.


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#2903 New Pricing Plan

Posted by Kyle on 19 November 2013 - 08:51 AM

Hi TJ Mustard! I see that you're already on an Infinite subscription. If you have already signed up for an Infinite subscription, you will remain unaffected by this pricing change.


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#10005 my.bitcasa.com vulnerable to Heartbleed Bug

Posted by lcurley on 2 weeks ago

Like most of the web, we're vulnerable to the heartbleed exploit. We're upgrading our software today, and will have new certificates by tomorrow.

 

This exploit does not affect our core security and your files/passwords are completely safe. What it does mean is that we're vulnerable to man-in-the-middle attacks until we release the new certificates. To be safe, you can avoid using public wifi or turn off Bitcasa entirely until tomorrow.


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#4145 Deeply disappointed & Worried about the viability of the company's fu...

Posted by SergioC on 26 November 2013 - 12:44 PM

When I got the news, I was shocked like the rest. Even though I'm glad I'm "grandfathered" in, I'm worried about:

 

- A year or more from now decide they will cut off all the old plans and force me to pay more

- Enforce limitations, caps, throttling or other limits and will no longer work as of now

 

Cutting off the cheap 'infinite' is getting rid of what made Bitcasa really interesting. If you cannot see how that brought in users who were NOT using more than 1 TB is showing that you are not understanding your customers.

 

I can understand there been users who can get really good at uploading stuff and storing 50 TB or even much more, but that was all part of the 'cool'. Also, as it has been worked out by the numbers, this is not the problem right now.

 

I can also understand trying to generate more money, but I feel you are alienating your existing customers, and in the long run, instead of having huge volumes of people who use little, you will have just a few that do know how to appreciate the smaller tiers. Also, none of the existing people will transmit word of mouth from now on.

 

So, even though it's a bit cheaper than other services, the software is still not mature enough to garner new low usage clients. And the high usage will not pay such high fees. Everyone is SCREAMING that this is wrong and feel bad about it...

 

Does that register that it will not be such a good idea? This worries me because if the company cannot continue, we will lose such an awesome service. 

 

For me, I had my reservations, so I still have a full mirror copy of everything I've uploaded. But now, or even a year from now, moving to a new service will be cumbersome! Also, I'm pretty sure no-one will have such a cool deduplication feature, so other services will not work as great! 

 

This makes me feel a deep disappointment and I feel I have lost the trust in the company.

 

Please reconsider your pricing and the future of the company. If the service is not really 'cool', it will not survive under other stable and mature companies like Dropbox, Gdrive, etc.

 

Thanks.


  • Aragorn, Couttsey, Renan Rinaldi and 4 others like this


#3715 Letter/Questions to Bitcasa and Customers

Posted by Mauricio on 22 November 2013 - 06:58 AM

Dear Bitcasa and new and old customers alike,

I have been an avid supporter of Bitcasa and their original vision and product. Now I am a concerned customer on a grandfathered account with a couple of questions. I love the Bitcasa service--even with the flaws and all. I understand things costs money and all of us customers here are requesting feature after feature but, apparently, don't want to pony up and pay any more for these extra features. But this price increase is extremely disappointing; even for those who are grandfathered in.

This striking change to the fundamental philosophy and vision of Bitcasa is what is upsetting. Bitcasa's original philosophy is what attracted us all to fall in love with Bitcasa and stick around through all the ups and downs--and it's no secret that there were many downs. I mean, literally, there are hoops I went through to make Bitcasa's Desktop app work for me that I would never go through for some other product. I was willing to put up with the massive headache to upload 1.7 TB (my current standing) just because I believed in Bitcasa's cause so much. I wanted you guys to have my $99. However, now you have decided to change what made Bitcasa Bitcasa.

However, I do see some fault in the customer base--that is the high demand for more features. Particularly features that turn Bitcasa into another Dropbox or Google Drive account. Bitcasa is (or was) a product that expands your storage in the same way that an external hard drive is. It is not Dropbox or Google Drive. Why do we need to request the ability to edit documents and all this? Do external hard drives give you access to your files on your phone? On your laptop while youre on public transportation? No. I mean, sure you can carry your laptop and external hard drive with you, but that's an inconvenience. Look at the feedback section, people, and evaluate your demands and if they are in line with the original statement of Bitcasa: to give customers infinite storage for securing their files (paraphrasing). Why do we want it to fulfill what is an already daunting task of giving us free storage AND additionally match the feature set of dropbox, google drive, box, etc.--all of which are more costly than even the new pricing plans!?? I always thought that was a bit ridiculous but maybe it was Bitcasa that needed to step their foot down and say "We are THIS type of product and only by being THIS type of product can we affordably keep our costs down to $99 a year for infinite storage."

I believe in cloud storage. I believe it should be accessible to everyone and cheap. We need to move into a digital world: both for convenient reasons and, more importantly, for environmental issues. Physical things turn into garbage and garbage is a big problem for our Earth--we can only make so many landfills. However, I digress. Bitcasa, and their supposed innovative algorithm was supposed to facilitate this!

I believe Bitcasa should work towards having a stable desktop client for all major OS's. Linux is not a "major" OS, and let's admit most Linux users are a minority of power users that as a community combined understand more about computers than Windows and Mac users do combined. I admit I am not a Linux user, but I would love to be. I have been learning more and more about computers and I am approaching a level where I think I am ready to take advantages of the advanced options Linux has to offer. But the fact that they intended to support Linux really impressed me. I thought if they could release stable, working desktop clients for Windows, Mac OS, and Linux that is pretty much covering everyone even the minority. And this attitude and generosity you had, Bitcasa, created such unprecedented loyalty among your customers--and possibly a tad bit of ungratefulness. All your customers cared so much that they wanted you to be everything. But apparently it would be too costly for you to be everything.

This leads me to a few questions of concern I have:

1. Why the pricing changes? Is it that costs were too high with the previous plan? Too much abuse? Or is it just a change because the previous model just wasn't relevant to your consumer base? We as customers would like some transparency in this matter. Many of us have tons of data stored with you guys and the stability of your financial model is very important to us. Honesty will go a long way.

2. Why does access to the Linux client require going into the new price tiers? Is it fear of power users? Can we be honest about this?? People want (or wanted) you guys to succeed and this is back treading all that progress and good faith!

3. For us grandfathered users on Mac and Windows, how can we be guaranteed that one day we wont just be told to we cannot renew at the $99 a year plan? How long can we renew that plan for? And if one day it comes to an end how much time will we have to access our data and redownload it? Will we be given ample time?

4. If our account subscription lapses due to an oversight and we can no longer renew for $99 a year for infinite, what happens to our data? How do we get it all back?

This whole fiasco, honestly, makes me lose my trust in Bitcasa. I am afraid that I will be forced into a new tier plan some time down the road, maybe 5 years from now, and not be able to retrieve ALL my data on time! I need guarantees. I am afraid you guys could just change policies on us without any forewarning. And I do not want to keep investing $99 a year into Bitcasa if I am going to have to cancel my subscription and buy hard drives to download my data into. I need a guarantee that I will be in a grandfathered account for life.

Why didn't you guys survey your customers and ask:
 

"Would you guys prefer the same price, infinite storage but LESS features such as no Linux client, no Chromecast support, no Raw Image support, no synchronized folders, no ability to edit files? OR limited storage for a much higher price but more feature full desktop client including full Linux support, Chromecast, Raw image, synchronized folders, etc.?"

I think most people would have picked the former. I mean, I have nothing against Linux or Linux users, but I'm sure they can dualboot and figure something out. I would rather keep the $99 plan and have you guys focus on stablizing your current desktop clients to the point where the basic functions work masterfully. All while having the comfort of knowing that it will always remain that cheap and your company vision has not changed.

Do not get me wrong, people, I believe there are some feature requests that are painfully obvious and should have been implemented a long time ago (i.e., two factor authentication, progress bar/details, password protected folders, the ability to permanently delete files upon special request, uploading folders through the browser, and arguably the Linux client to mention a few). But some like uncompressing zips on client side and bit torrenting on Bitcasa's servers? Come on. Or any suggested features that replicate Dropbox, Google Drive, or any of those other much more expensive clouds are unnecessary. You guys offer infinite expandable storage with a cloud that looks just like an external drive on your desktop; that is a killer feature in itself! What more can we ask for? Access to our files everywhere on our phone, on unlimited devices, and we never have to buy a hard drive again. The desktop apps are horrible, however. Again, I would have preferred you mastered the desktop client's basics and focused on just being expandable virtual storage accessible everywhere.


To Bitcasa:

I don't know how serious you guys take customers or will take this letter of some sorts, but I hope you guys can take these suggestions and reverse certain policies or do something to make, at least, grandfathered customers feel safe and like they can trust you again. I do not like the idea that if my account lapses I immediately lose my grandfather status. I refuse to continue to invest in Bitcasa, even at $99 a year, if I do not feel confident that I will be keeping this product for a very long time at that price point. If not, I rather save those $99 and invest in my own NAS or another company that I can faithfully trust won't hit me witha bait and switch. We need answers. Please provide them, I am still rooting for you guys.


To everyone else:

Don't give up yet. Be calm and wait for a clear answer from Bitcasa. Let's not be so upset. But let's not forget our rights as customers and lets make sure our complaints are heard in a civilized and stern manner, without jumping the gun. If "**** hits the fan" there are other services (that shall remain unnamed so this post does not get deleted by moderators) that offer unlimited storage for similar price points, more or less and that seem to have a stable desktop client and Linux support. However, from my research it is not like in the sense that there is an external harddrive in the cloud. It seems to just synchronize from selected locations, boohoo. And a foreign company (that shall also remain unnamed for the same reasons) offering 10TB of free storage by early next year with servers being located here in US to avoid privacy concerns we may have such as our data being in the hands of a different country. Worth checking out when it becomes available.


Sincerely,

A customer that is still rooting for you guys.


  • Rick7C2, Aragorn, okko and 4 others like this


#3009 New Pricing Plan

Posted by Tazbytes on 19 November 2013 - 01:15 PM

Just stumbled upon BitCasa new pricing structure.  $99 bucks for one month,   $1000 for one year.  Disappointed that I am a paying customer and had to stumble across this. Looks like from the talk above they will grandfather in current paying user base and not restrict the storage limit but for how long?

 

I have bee a software developer for over 25 years and I can tell you their software is just barley out of beta. Still many glitches to work out. I want this product to work and am willing to put up with all the crashes, glitches, bad files uploads and on and on and on for 99 bucks a year.   But there is no way anyone will put up with that for $1000 a year. They may have just killed themselves and us by jumping the gun on the pricing before the software is mature. This is no longer affordable storage and just one of the many many options out there with the same pricing but other have much more reliable software.


  • Renan Rinaldi, MarcF, j2048b and 4 others like this