Troubleshooting Missing Records or Failed Restorations - User Manual

If records appear to be missing, pause immediately: do not perform bulk edits, storage cleanups, uninstalls, or data resets. Different causes require distinct remedies; resetting iCloud data or blindly restoring old backups can complicate recovery.

Step 1: Verify It Isn’t Simply Hidden

Open Items and tap the filter icon to clear all active filters or grouping constraints.
Check the “Hibernation” filter. It defaults to “Active Items”, so hibernating items are hidden while you browse; set it to “All Items” or “Hibernating Items” to see them. Typing a search also finds hibernating items.
Search using keywords from the item’s name, checking whether a specific grove or location is selected.
Open the Recycle Bin under “More” to check for accidental deletions. If the item is present, tap restore. Items stay in the Recycle Bin for 30 days and are then deleted automatically. Items deleted together with a location or grove do not go to the Recycle Bin.
If an item underwent a Farewell Ritual, look inside Memory Forest under the “Memories” tab.

Triage Matrix: What to Check and What to Avoid

Situation	First Check	What to Avoid
Visible on one device, missing on another	iCloud sync status, Apple account, Wi-Fi. Create a fresh backup on the device with complete data.	Do not reset iCloud or overwrite data with blind imports.
Missing across all devices	Items tab search, filters (including Hibernation), Recycle Bin, Memory Forest, and recent activity.	Do not uninstall the app or wipe local storage.
Item text is intact, but photos are missing	Open item details to inspect attachment status and examine backup archives.	Do not delete the item record to recreate photos.
Import preview numbers or sources look incorrect	Cancel the restore. Re-verify the source backup file.	Do not repeatedly import multiple files after one fails.

Before troubleshooting, note: Which device has accurate data, when records were last seen, and what actions were performed recently.

Resolving Multi-Device Sync Issues

Identify which device holds the most complete, accurate dataset.
On both devices, navigate to “More” > “Data” > “iCloud Sync” to check live statuses and alerts.
Verify Apple account credentials, network connectivity, iCloud drive storage, and app permissions.
Keep the app open in the foreground, tap “Manual Sync” on the sync page, and wait for the status to update.
On the device with complete data, generate a fresh backup and save a copy to the Files app before attempting further troubleshooting.

Never use “Reset Local Data” or “Reset Cloud Data” simply to refresh sync; these permanently erase records.

Restoring from a Backup File

Confirm the backup file’s origin, timestamp, and size.
In “More” > “Data”, select “Restore from a File”.
Carefully review the Import Preview manifest to ensure numbers match expectations.
Proceed according to on-screen guidance, waiting for the import to finish.
Inspect newly restored items, photos, and locations to confirm everything is in order.

If No Backups Are Readily Available

Check “My Backups” in Data Management for historical archives.
Search Apple’s Files app or external cloud storage for exported .forest backup files.
If any device still displays valid data, generate a fresh backup from that device immediately.

Escalating Persistent Issues

If issues persist, navigate to “More” > “Support & Story” > “Send Feedback”. Describe your device model, iOS version, app version, approximate timeline of events, and specific error messages. Never include passwords or confidential credentials in feedback submissions.