has anyone lost the layers from a project.

Wayne_29968

Was working on a project on the 16/7/25 went back into the project the next day 17/7/25 and all of the layers i had created had disappeared, anyone else had this happen or know how to fix?

Chantelle_5023

Hi Wayne,

Thankyou for reaching out to the Nearmap Community - We have received your support ticket and have reached back out to investigate further.

Brendan_5012

Hi Wayne, and everyone else,

To add to this response Nearmap support considers this a critical issue. If this has occurred we most definitely want to investigate and get to the bottom of the issue.

Support does also have the ability to look at rolling back or restoring your project data. We just need a support ticket first.

Michelle_5574

I am having the same issue and not getting any response from Nearmap. All I have received is auto generated tickets.

Brendan_5012

Hi Chelle,

I am sorry to hear you are having trouble getting help. Let's get this sorted out for you. I wasn't able to see a support ticket open for you. Ill create one for your account, You have should received an email from me by now, and have the US Support team be ready to troubleshoot and work through the issue with you.

This is a critical issue for us and we want to get to the bottom of it. Trust in the Nearmap projects tool is critical for this tool so we want to make sure it continues to be reliable.

Ashlynn_31804

Has this been solved?

Brendan_5012

Hi @Ashlynn_31804,

No. At this time we have not yet been able to identify a cause of the previous project data loss and as such we have not been able to resolve the issue. The Nearmap engineering team are investigating. If you experience this issue please raise a support case so that we can investigate restoring your data.

I have had a support ticket raised for you Ashlynn to check in.

Kyle_32794

Looks like I'm not the only one having this issue. I will submit a support ticket.

Brendan_5012

Hi @Kyle_32794,

Thanks for reaching out.

I can't see that you have raised a case. Ill do this for you.

Unfortunately we do have a scenario that is sporadically affecting customers with their project data. We have not yet been able to reproduce the issue or identify the cause. There are two steps here that we are interested in help you with:

• Restoring your data.
  When you make changes to your project we take consistent snapshots of your data. This means that we will have consistent history for your project. We just need you to confirm the name of your project and when you believe it was last up to date and correct. We will look to restore this data for you. Unfortunately restoring data can take a little bit of time for our services to process the change. During this time you can't have the project open as it will overwrite the change. For this reason its usually best for us to perform the restore overnight or at the end of the day.
  
• Building a use case / investigating the cause.
  We are also really interested in adding your scenario to our use case examples. This issue is really difficult to troubleshoot and identify the cause of the problem. We will however investigate and attempt to identify a cause for this issue.

I currently have two tasks for our engineers to investigate. We need to investigate the cause of this error and resolve it to improve the stability of our customers project data. We also need to improve the restore capabilities so that the support team can restore projects that are being used.

I am working with our product team to get these initiatives on our roadmap as soon as possible.