Required Update to Keenai applications

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24 comments

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    Audiomutt

    Update crashes the app seconds after opening making it unusable iPhone app on iOS 8.4

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    Jkimble

    App no longer works after update

     

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    Mel Gibson

    The statement, ""Desktop software will need to be manually downloaded in order to update, if you do not update by June 15th, 2017." is confusing to my countrymen here in Scotland seeking freedom."  Please clarify - do you have to update PRIOR to June 15th or else you will need to download AFTER June 15th?

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    Rosanne Sax

    Hello.

    The crash on iOS has been fixed and a new version was released this morning.  We are sorry for the inconvenience.  Please let us know if you have issues after the new update.

    For the Desktop software, if you don't update within the app by 6/15, then you will have to download manually from the link provided in the article and download from there.

    Thanks,
    Rosanne

    Keenai Support

     

     

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    Mel Gibson

    Wonderful support, thank you!

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    Jkimble

    DO NOT PURCHASE ANY OF THESE PRODUCTS!

    CONTINUOUS PROBLEMS! DOES NOT UPLOAD TO COMPUTER HALF THE TIME!

    CUSTOMER SERVICE IS THE WORST I HAVE EVER ENCOUNTERED!

    AFTER NUMEROUS PROBLEMS AND NUMEROUS REQUEST FOR HELP,

    I HAVE NEVER GOTTEN A RESPONSE BACK FROM CUSTOMER SERVICE EVER!

     

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    Francisco Sedano Vera

    I can't update the app. I have tried directly inside the app, in the app manager (Android) and in the app store. How do I update it??

    Thanks

     

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    Audiomutt

    App will not accept my login info that I know is correct since I can login to the support page to type this iOS 8.4 app is up to date

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    Adam

    Hello Everyone, 

     

    Please see the most recent updates in your support ticket. 

    We have replied to each of you directly via your support ticket. 

    We look forward to assisting you with your issues. 

     

    Kindly,

    Keenai Support 

     

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    Sarah Smulski

    I have successfully updated to the new app after having problems with the old desktop transfer.  The problem was not with the photos uploading to the cloud, but with the photos then not downloading to their usual folder within my "My Pictures" folder.  I have since uninstalled the old desktop transfer app and now just have the new updated Keenai desktop app.  I have noticed that even with the new app, I have no problems with my photos uploading to the cloud, but they aren't downloading to my computer.  Is this no longer a supported function, or am I just having a problem?

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    Adam

    Hello Sarah

     

    We have created a support ticket for you. Please follow up with us so we may resolve your issue quickly. 

     

    Kindly,

    Keenai Support

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    Sarah Smulski

    Thanks for following up. I did finally get the problem fixed and my system is working better than it dis before. I figured out how to reinstall the desktop downloader and that fixed it.

    I would also like to add that your company has the best customer service. I simply commented and you not only commented back but followed up via email to help sold the problem. Thanks for standing behind your product.

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    Dhoffm2

    My card stopped working June 16th. No one in tech support can help. That means there's no point in paying for a membership. So, who do I contact to get a refund?

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    Adam

    Hello Dave, 

    We see you have an open support ticket, we have sent you some troubleshooting steps. 

    Please follow up with support. 

     

    Kindly,

    Keenai 

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    Doug Hershey

    Is the support page down?? Ive been sent back to the homepage 3 times...

    How can I retrieve old eyefi galleries? I have 5 different links id like to download.

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    Rosanne Sax

    Hello Doug.

    Some of the old Mobi pages have been taken down as Ricoh does not have the rights to host them.  Can you let me know specifically what you are looking for, I might be able to help you.  The same information might be on the Keenai support site depending on what you are looking for.

    Thank you,

    Rosanne

    Keenai Support

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    thomas.baboolal

    I have deleted the old eyefi app from my Mac and tried to install the new Keenai app but after installation there is no icon or any sign of the app on my Mac. Can't transfer any photos what is going on. Had trouble with the old app so hope this can be fixed and is better.

    Thomas

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    Adam

    Hello Thomas, 

     

    We have had sent opened a support ticket for you. Please reply to us via email to your support request. 

     

    Kindly,

    Adam

    Keenai Support 

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    Gegjrphotography

    I don't understand what you're saying.

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    Ndcampisano

    I've actually had to reinstall my entire windows operating system multiple times because of this issue. the program never effectively deletes itself every time I uninstall the glitchy update keenai has pushed out. the very limited UI is baffeling. there's no drop location (for users to drop their photos to upload) which leads people to set folders, but as soon as u set a folder as a SD card... and you remove said SD card, the program will look for that folder at next boot and FAIL. please push out a uninstall that effectively destroys the data left over each time I uninstall... the folders that ive selected to upload from keep coming back each time I reinstall, which should not be an issue if theres a proper uninstall.

     

    I hope all of my angst against this software update makes sense... it just there are a lot of kinks that need to be sorted out, and it seems as though the consumers are the testers, not the consumers.

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    Adam

    Hello,

     

    Thank you for your feedback.

    One of the files in those folders is the Master DataBase files. Unless we have deemed it necessary we want to keep that intact. 

    We will occasionally  have customers remove the registry files found in the appdata folder when in certain circumstances. 

    I appreciate your feedback and our team is aware of your comments. 
    We greatly appreciate your use of our products and welcome your suggestions. 

    Kindly,

    Keenai Support 

  • Avatar
    Michael Podesta

    New update on windows 10 desktop, when setting photos and video to directory, icon is same and can't tell if it's photos or video files. Raw is ok. Still testing, my data base is over 85000 and I think it's going to re download all again, have to wait to see if it does

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    Gegjrphotography

    I've stopped using the app. Because the app won't let me stop it from auto importing.

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    Adam

     

    Hello Gegjrphtography, 

    If you mean syncing images to the cloud then, no there is no way to stop that on the mobile apps. You would have to delete the app and reinstall signing in only with your activation code and not a Keenai account. 

     

    If you mean importing images other than the ones from the card, then you can go to the settings of the Keenai mobile application and disable import from the phone camera. 

     

    On the Desktop application, you can simply SIGN OUT to stop the application from syncing with your cloud account. 

    Feel free to reach out to us at support@keenai.com if you need more help. 

    Kindly,
    Adam

    Keenai Support 

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