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Jeg fikk for en stund tilbake her kjempeproblemer med MobileMe. Jeg surfet meg gjennom menger av stoff på mac1.no, Apples forum og google – helt forjeves. Jeg endte med å ringe til Apples support i Norge som dessverre ikke kunne hjelpe, men jeg fikk tips om å kontakte den amerikanske MobileMe Support som hadde livechat på Apples hjemmesider etter kl 13:00 (GMT+1) – det viste seg å være et godt tips!

Her kan dere se loggen fra hele prossesen, start til slutt!

MobileMe Support chatlogg (26. februar kl. 13:00):

• You are chatting with Amy L., a MobileMe Support Representative
• Hi, my name is Amy L.. Welcome to Apple!
• André Wigum: Hi Amy. I have a problem with MobileMe / iCal. I get a error message when I try to syncronize iCal with MobileMe: “will not sync because of inconsistent data”.
• Amy L.: Hello André, I’m looking over the information you just provided, I understand you are receiving an inconsistent data error message when you sync your calendar information, do you receive this message on only calendar data or on all data you sync?
• André Wigum: No, only calendar data.
• André Wigum: I have tried to delete iCal and reinstall it, I also tried to delete all sync history, delete all sycronized computers, called the Norwegian Apple supportline… everything. I have one computer and one iPhone connected to MobileMe. The iPhone syncs great.
• Amy L.: Ok thank you André, let me also ask if this is the first time you’ve contacted Apple regarding this matter?.
• André Wigum: Yes, it is.
• Amy L.: Ok where is the most current calendar data?
• André Wigum: On the MobileMe servers and on my iPhone.
• Amy L.: Ok are there many calendar events that are not on your iCal?
• André Wigum: there are none.
• André Wigum: Nothing syncs (I have just reformated my harddrive).
• Amy L.: Ok when you are syncing which option are you choosing, merge all data or replace data on computer?
• André Wigum: I have tried both merge all and replace data on the computer, I have not tried replace data on MobileMe… as I’m sure you understand why
• Amy L.: Yes, one moment please André, let me set something up.
• André Wigum: Thank you
• Amy L.: I will give you a test MobileMe member account, I want you to log into this test account in the system preferences, registering the computer, create test events in iCal and try syncing your data with the test MobileMe account. After the sync is complete log in to www.me.com and use the test member name and password, you may need to log out of your current one, and verify if the data synced to the test MobileMe account.
• André Wigum: Ok…
• Amy L.: The test MobileMe member name is: ************** and the password is: ********* please let me know.
• André Wigum: Hello again. It worked just fine…
• André Wigum: Would you like me to try and make a event in MobileMe, and then sync back to my mac aswell?
• Amy L.: Ok thank you Andrew, yes please.
• André Wigum: That worked too.
• Amy L.: Ok thank you André, one moment please.
• André Wigum: Would you like me to log out?
• Amy L.: André can I have you please create a test OS X user account please and be sure to give it Admin privileges.
• André Wigum: I could, of course, but I have alredy tried to syncronize from a other account, if that’s what you’re thinking?
• Amy L.: Ok I wanted to confirm that in another OS X user account you are experiencing the same error message is that correct?
• André Wigum: Yes, and I am… I tried it erlier today.
• Amy L.: Ok thank you for confirming that for me André, one moment please.
• Amy L.: Thank you for your patience André, what is a good alternate email address for you?
• Andrew Wigum: ******@gmail.com
• Amy L.: I’m sorry for the delay. I’ll be right with you.
• Andrew Wigum: Thank you
• Amy L.: Ok thank you André this issue requires investigation beyond what is available here in chat, I’m going to go ahead and escalate the issue to a MobileMe Support Specialist. The specialist will look into the issue further, and follow up with you via email within 24 hours, this is your case number: ********
• Amy L.: We will do our best to recover the calendar data for you.
• André Wigum: May I ask an additional question?
• Amy L.: Sure go ahead.
• André Wigum: Is there any way to backup the online MobileMe calendararchive? I have tried to look, but could not figure it out.
• Amy L.: I’ll be right with you.
• Amy L.: There’s not a way to back up the data that is on MobileMe at this time. You could prevent data loss by changing any computers that sync with your MobileMe account to manually instead of automatically. Once we get your calendar to your computer, you may want to consider using the Backup application, it is free for MobileMe members, are you familiar with this application?
• André Wigum: Yes I am. Thank you so much for your help Amy. Greate service, much better then here in Scandinavia! Looking forward to hearing from your specialist. Hope you’ll have a wonderfull weekend!
• Amy L.: Not a problem Andrew, it was my pleasure assisting you today. I hope you have a most excellent day and weekend as well.
• Amy L.: Thank you for chatting with us.  We value your feedback.  Please click the blue “Close” button at top left to answer a few questions about your experience with us today.

MobileMe Support mail 1 (26. februar kl. 13:45):

Dear customer,

Thank you for contacting MobileMe Support. This is an automated reply, but a MobileMe Support representative will be reviewing your request and will send you a personal response soon (generally within 72 hours). Meanwhile, you may find the following articles and resources helpful. They address several common questions from customers:

Email Quick Assist
http://support.apple.com/kb/HT1146

Troubleshooting iDisk authentication or login errors
http://support.apple.com/kb/TS1789

Updating your billing information
http://help.apple.com/mac/1/help/?nav=pgs/acct_49.html&content=pgs/acct16903.html

Please do not reply to this email. Thank you for your patience.

Sincerely,

MobileMe Support
http://www.apple.com/support/mobileme/ww
http://www.me.com/help
Message Subject: Syncing with MobileMe
Follow-Up: ********

MobileMe Support mail 2 (26. februar kl. 16:06):

Dear André,

Hi, this is Roseleen here from Mobileme support.

Hope your day is going great.

I understand that you can’t enable MobileMe syncing on your iPhone. I am sorry for any inconvenience caused by this. To troubleshoot the issue, I recommend following the steps in this article:

MobileMe: Troubleshooting iPhone or iPod touch sync issues
http://support.apple.com/kb/TS1672

If you follow the steps in this article and still can’t get syncing to work correctly, please respond to this email and provide the following information so that we can assist you further:

- A detailed description of the issue, including what you expect will happen compared to what actually happens

- The full text of any error messages that you receive

- The current version of the software installed on your iPhone (You can find the version by going to the Home screen and tapping Settings > General > About)

- The types of data you are trying to sync, such as Bookmarks, Contacts, or Calendars

- Any other information you feel may be relevant

Sincerely,

Roseleen
MobileMe Support
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Svar til MobileMe Support mail 2 (26. februar kl. 16:21):

Hi Roseleen.

Well, my day was going great until I recieved this e-mail. Hope I’m not beeing too rude now, and the problem could of cource be caused by my bad english, but I hate standard answers!

Okey, here we go:
The problem is that SOMETIMES contacts don’t sync correct to my iPhone. I don’t get any error messages or notifications, but I can see it on my iPhone.
I am push-syncronizing both contacts, calander and e-mail to my iPhone. I expect MobileMe to syncronize ALL of my contacts, but once in a while it drops a contact or two.

In addition I copy the text I wrote on the online email form, where I detailed decribed the problem, and what I have done to try fix it:
“I have tried to create new contacts both from my mac and iPhone. All the contacts find it’s way to the MobileMe website and on my MacBook Pro, but not all contacts are synced with the iPhone, some though. The same situation is when deleteing or editing a contact, it’s not always the contacts on my iPhone are deleted / edited. I have ofcourse checked the supportpages and done everything recomended, and in addition checked the MobileMe status pages, which says everything is OK.”

Hope you have a good day aswell!

Best regards,
André Buseth Wigum

MobileMe Support mail 3 (27. februar kl. 17:34):

Dear André,

Hello, Roseleen here

I’m sorry to hear that you are still experiencing issues with syncing contacts to your iPhone and not all contacts gets synced.

I apologize for any inconvenience this issue may have caused.

I would like for you to reset your data that you have on your computer to MobileMe and see if that resolves this issue.

Please follow the steps below to reset sync data

Open MobileMe System Preferences.

Note: In Mac OS X v10.4 you will see .Mac in System Preferences, rather than MobileMe.

If you have Mac OS X v10.5, click Sync and then click Advanced.

If you have Mac OS X v10.4.11, just click Advanced.

Click Reset Sync Data.

Choose the affected data, and make sure the arrow is pointing from computer toward the cloud and thats if all your data is on your computer and syncing to MobileMe
.
Click Replace.

After it finishes sync, see if all the data was synced to your iPhone.

Please email me back if the issue persists and I will be glad to further assist you.

Sincerely,

Roseleen
MobileMe Support
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Svar på MobileMe Support mail 3 mangler!

MobileMe Support Specialist mail 1 (27. februar kl. 16:41):

Dear André ,

My name is Lisa, I’m a MobileMe Support Specialist, and I’ll be taking this case over from here. I know how important it is to have your MobileMe account operating properly, and I’ll be glad to assist you.

If I understand this issue correctly, you are unable to sync your  Calenders with MobileMe with your system and the only place this data current exists is on MobileMe at this time.

I would like your permission for engineering and I to access your account to see if the data currently on MobileMe is recoverable. Rest assured that I will not do anything other than attempt to retrieve your data, and I will not be able to see your full credit card number. I will protect your privacy in accordance with the Apple privacy policy:

http://www.apple.com/legal/privacy

Please follow these steps:

1. Back up any important personal data in your MobileMe account. Here is a helpful article to get you started:

How to back up MobileMe data
http://support.apple.com/kb/HT1813

2. After you have backed up your data, go to http://www.me.com/account and log in using your member name and current password.

3. Click Password Settings and change your password to this: apple5477

4. Click Save and then click “logout” in the upper-right corner. Wait at least ten minutes before logging back in.

5. Choose System Preferences from the Apple menu and click MobileMe, then click the Sign Out button.

6. In the Password field, enter the new password I gave you in step 3. (If you have multiple accounts, be sure to update the correct account.) Click the Sign In button to verify that your password is properly accepted.

7. Reply to this email to provide the following:

- Your permission to allow me to access your account

- Confirmation that you have successfully changed the password in the MobileMe Password Settings and in System Preferences.

I will log in to your account and attempt to retrieve your data, and then I will reply to you. After that, you should change your MobileMe password to one that only you know. Be sure to choose a password that would be hard for other people to guess.

Thank you for your patience. I look forward to your reply and to helping you further.

Sincerely,

Lisa
MobileMe Support Specialist
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Svar til MobileMe Support Specialist mail 1 (27. februar kl. 17:27):

Hi Lisa, and thank you for your reply to my MobileMe support request.

I just want to inform you, that because of the situation, I cannot backup my calendar. I would appreciate if you did your best NOT to delete my calendar!

I have successfully changed the password in the MobileMe Password Settings and in System Preferences, and I hereby give you permission to access my account.

PS: My alternate e-mail adresse is: abwigum@gmail.com, just in case something happens to my MobileMe account.

Best regards,

André Wigum.

MobileMe Support Specialist mail 2 (27. februar kl. 23:06):

Dear André,

Thank you for your reply and for allowing us to access your data. I attempted to recover your data manually but was unsuccessful. I have therefore forwarded your case to our engineers so they may attempt to recover them.

As mentioned previously, the engineers will not do anything other than test the issue affecting your account, they will not delete your data, and they will not be able to see your full credit card number. They will protect your privacy in accordance with the Apple privacy policy:

http://www.apple.com/legal/privacy

After the MobileMe engineers have investigated the matter, I will respond to you with additional information. I regret any inconvenience, and I appreciate your patience as we work to make your experience with MobileMe more enjoyable.

Sincerely,

Lisa
MobileMe Support Specialist
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

MobileMe Support Specialist mail 2 (2. mars kl. 17:00):

Dear André,

Thank you for your patience, I’m pleased to report that MobileMe engineers were able to recover a good copy of your calenders. Please do the following as soon as possible to restore your calender to your system.

1.  From the Apple icon in the upper left choose System Preferences
2.  Click MobileMe and sign in if needed
3.  Click the Sync tab and insure that ‘Sync with MobileMe’ has a check-mark as well as your data type
4.  Click the Advanced button
5.  Click Reset Sync Data
6.  From the Replace pop-up menu, choose XXXX
7.  Click the LEFT arrow button so that the orange arrow “flows” from the MobileMe icon to the computer icon in the window, and the text above the icons says “On this computer with sync info from MobileMe.”
8.  Wait for the sync to complete. Depending on your Internet connection and on the data you are syncing, it may take several minutes. The status of your sync is indicated at the bottom of the Sync panel.

Once this data is on your system, please be sure to back it up as soon as possible. To do this open iCal and from the File menu choose Backup iCal.

To pull the new data to an iPhone if needed:

1.  From the home screen, tap Settings > Mail, Contacts, and Calendars, and then tap your MobileMe account.
2.  Move the slider for Calendars from ON to OFF
3.  Wait for confirmation that that data type has been disabled, then press Home.
4.  Again tap Settings > Mail, Contacts, and Calendars, and then tap your MobileMe account.
5.  Move the slider for Calendars from OFF to ON

Please note that this recovery was an exception to the MobileMe Terms of Service, which advise that MobileMe members are responsible for backing up their own data. Apple will not be able to offer future exceptions of this nature. For more information, please see:

http://www.apple.com/legal/mobileme/en/terms.html

To prevent data loss in the future, we strongly suggest that you back up your files regularly. You can create multiple backups of your important files using Backup and Time Machine. The more backups you have, the more protected you are.

For more information about preserving data in MobileMe accounts, please see:

How to back up MobileMe data
http://support.apple.com/kb/HT1813

Mac OS X: How to Back Up and Restore Your Files:
http://www.info.apple.com/kbnum/n106941

Mac OS X 10.5 Help: Creating a burn folder
http://docs.info.apple.com/article.html?path=Mac/10.5/en/8924.html

Mac OS X 10.5: When to use Time Machine or MobileMe Backup to back up data
http://support.apple.com/kb/HT1284

I hope this has been helpful for you Andrew. Please let me know if you have any questions or if I can continue to assist you in any way. Thank you for choosing Apple services and have a lovely day.

Sincerely,

Lisa
MobileMe Support Specialist
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Så slik gikk det til!