scrapnnana
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Post by scrapnnana on Oct 2, 2017 15:34:59 GMT
They no longer have a phone number for you to call. If you call the phone number, you get a voice message telling you to use their chat service or email them. No other option.
I emailed them about a problem Saturday night. Still no response, but I didn't expect one this soon. I tried to call when their customer service was first available, then got the voice mail. When I realized I could not talk to a live person, I resorted to the Chat option.
It actually worked pretty well. My problem was resolved quickly and satisfactorily, and I was able to ask additional questions, since I am considering updating my software and upgrading.
The last time I called, I had to wait forever to talk to customer service. This was much faster.
I have to admit, though, that I really prefer talking to a live person. I can see the advantages, but sometimes it's just helpful to be able to talk to a live person instead of typing your question and hoping it is clear to the customer service rep. Geting through to a rep was much faster than waiting on the phone, but it took longer to actually get answers since we had to type back and forth, and it is a waiting game during the typing process.
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nicolep
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Post by nicolep on Oct 2, 2017 18:30:32 GMT
They are making me nervous the last year or so.
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mich5481
Pearl Clutcher
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Post by mich5481 on Oct 2, 2017 23:36:25 GMT
They are making me nervous the last year or so. How so? |
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Post by mom on Oct 2, 2017 23:40:23 GMT
They are making me nervous the last year or so. Me too. I just upgraded my machine to the Sil 3 and I have nothing but issues. I get one issue fixed then another pops up. Yesterday my issue is I lost all my tags in my library from when I organized all my designs. Finally figure out I am going to have to do them again, one by one, all over. All 3500 designs. UGH. Then today I open up the software and there is an update to download. Ok, I go to download it and it will never finish updating. It just gets stuck and won't finish. I have to reboot my computer and then it happens again. So I am just not going to run the update. SaveSave |
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Deleted
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Post by Deleted on Oct 3, 2017 7:09:31 GMT
They are making me nervous the last year or so. You are one of my go to girls over here for reviews and trustworthy advice. How are they making you nervous? I am about ready to do a massive upgrade on cutters. |
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scrapnnana
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Post by scrapnnana on Oct 3, 2017 14:15:38 GMT
They are making me nervous the last year or so. They are NOT making me nervous. I do not like that they are trying to push people to the cloud, but at least their software remains software that can be used offline, unlike Cricut. Most of the Silhouette software updates are useful and for good reasons. They do listen to their customers more than Provo Craft/Cricut does. While they are obviously trying to compete with Provo Craft in some ways, their software is far superior to Cricut Design Space. Even if Silhouette went out of business, you could still continue to use their machine and software indefinitely because their software is NOT online only. Even if they were to try to go online only, there is no way they can force you to update or go online only, unlike Cricut, which does force you to update (or you can't use the Cricut at all). I keep a copy of every version of Silhouette software, so that if I ever need to uninstall and reinstall an earlier version, I can. I cannot do that with Cricut. With Provo Craft, resistance is futile. You absolutely have to update when they say to update, because their software is online only. If you don't update, you cannot use the Explore or later machines. I discovered that with the last update. If Cricut were to go out of business and not keep the online software site available, you'd have a big paper weight. THAT possibility makes me nervous, because my Explore would be totally useless. It is one reason I kept my Expression and will never sell it. Most of the designs I have bought from Cricut were ones that I have on a physical cartridge. Now they are pushing everyone to go digital only, but as long as their software is online only, and you have no physical cartridge, if they ever did go out of business, you would just be out of luck. My Explore would essentially become a hunk of junk. I can use my Silhouette till it dies, no matter what happens to the company. At some point, I may just buy a Cameo back up, just as I have an Expression as a back up. I may not be thrilled that I cannot speak to a customer rep voice to voice, but at least Silhouette has software that can be used offline. At this point, I am pretty sure that Cricut never will. |
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Post by moraie on Oct 3, 2017 15:14:50 GMT
scrapnnana If Silhouette went out of business, you could only use your personally made designs indefinitely, unless I'm missing something (please tell me if I am, because this has always made me nervous). When you change computers and install a fresh version of the Silhouette software, it requires a log-in (online) verification of your purchase history, even when you load a backup. My Cameo has outlived 4 laptops. Either they would have to release the verification process so you could use your backup indefinitely, allow you to export all their designs as svgs so you could move to another cutter, or you would have to copy all of your designs and save them into your personally created designs. I have around 14,000 images, so that's not viable for me. I think realistically running out of mats and blades would be a bigger problem, though. (Although you can use alternative mats and blades.) Did you see that Silhouette is coming out with a 3d printer called the Alta? I don't own a Cricut because I can't use it offline. We live in an old house, and the wifi won't reach my scrapbook room. We've tried signal boosters and it doesn't help. I'm not a big fan of the no phone customer service, but as long as they keep a live chat, that's not too horrible. Plus, chat usually lets you keep a record of the conversation, so if you have a multi-step resolution you don't have to try to remember anything.
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scrapnnana
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Post by scrapnnana on Oct 3, 2017 16:15:25 GMT
scrapnnana If Silhouette went out of business, you could only use your personally made designs indefinitely, unless I'm missing something (please tell me if I am, because this has always made me nervous). When you change computers and install a fresh version of the Silhouette software, it requires a log-in (online) verification of your purchase history, even when you load a backup. My Cameo has outlived 4 laptops. Either they would have to release the verification process so you could use your backup indefinitely, allow you to export all their designs as svgs so you could move to another cutter, or you would have to copy all of your designs and save them into your personally created designs. I have around 14,000 images, so that's not viable for me. I think realistically running out of mats and blades would be a bigger problem, though. (Although you can use alternative mats and blades.) Did you see that Silhouette is coming out with a 3d printer called the Alta? You raise a good point that I had not thought of. While you have more designs than I do, to back up purchased files as a new design is fairly fast. It is a bit daunting for one with so many files (you have even more than I do), but it's still not as bad as it seems. When I knew that we would be moving halfway across the country (and paying for it ourselves), I had to either unmount my (2,000+) collection of rubber stamps, or get rid of them. I unmounted them, a little at a time, then turned them into peel and stick stamps. I have no regrets. I got rid of a lot of weight and volume, and because of how I store them, I find it easier to actually use them. I mention this only because it seemed like an overwhelming project, but when done a little at a time, it became easy to do. I will probably start backing up my purchased designs a little at a time now, so that it's not an issue later if my computer decides to die suddenly and unexpectedly. For the record, I do not think either company is in any serious danger of folding any time soon. I did not know that they are coming out with a 3D printer. It might be an absolutely brilliant move on their part, since crafters would be able to create dimensional items to add to their pages or use for other craft projects, such as home decor and jewelry. |
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mich5481
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Post by mich5481 on Oct 3, 2017 16:29:06 GMT
I have my Silhouette software on an external hard drive -that way I am not tied to my laptop.
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Post by moraie on Oct 3, 2017 16:42:42 GMT
I have my Silhouette software on an external hard drive -that way I am not tied to my laptop. I never thought about running it completely from an external. I have my designs backed up on one, and I usually let my orders pile up, then download a bunch a once and backup at that time. I make a lot of my own designs, so I don't want to clog up the "my library" with backups of their files. I'd never find my own stuff, even with their search feature. scrapnnana I want them to make a laser cutter. They probably won't ever do it because ventilation is an issue, but with a laser cutter you can cut and etch acrylic or wood veneer, get beautiful cuts on felt, and make your own rubber stamps on real red rubber. If they ever came out with one, I'd buy it in a heartbeat. The 3d printer doesn't excite me as much just because printed pieces tend to have that odd texture to them. I've thought about getting one, the cost has come down so much that as long as you don't want to cut through metal or need a large bed, but I'd rather get one from someone I trust, and Silhouette has always been reliable. |
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Post by mygigiscraps on Oct 3, 2017 18:05:32 GMT
Not only that, but unless I am mistaken you can use the Silhouette machines with third-party software like Make the Cut.
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Deleted
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Post by Deleted on Oct 4, 2017 7:13:37 GMT
I am still wondering why some people are nervous. I read that also from a few Instagram girls too. I am wondering if it is software based concerns. I know a lot in the planner community depend on Silhouette's software. I can see why that would make many very nervous if Silhouette is playing Cricut games. I did hear a rumor that Silhouette is thinking of going cloud base completely on the software. scrapnnana I am very curious about the nervousness. I know it probably won't effect me either because of all the things you mentioned. The Cameo is a true desktop plotter while the Cricut is a proprietary cutter. I will always be able to use my Cameo on a wide variety of operating systems and software programs. When things settle down in my home in the next couple of weeks I will be setting up my Cameo to run on Linux. Consumables for the Silhouette line of machines are so easy to obtain and that will always be the case. Since you can use Graphtec blades, other blade holders and other mats from other companies. You can even make your own mats. moraie Can you do a few images a day to move your library offline? I would hate for you to lose a library that big. I do think Silhouette would provide a way for their customer's to save their images in case they ever decided to close shop. I also think if that was the case there would be a mad run to download files and some people would lose their files. I have backups of all mine on two hard drives. I don't own very many. I have under 100 files. I know it is not the same. DaisyTrail just closed up shop. They gave everyone a month to download their files and a lot lost them, including me. I was a US customer and not UK. I got lost in a server nightmare. I only had two or three files from them so not a big loss. I know when pcCrafter closed shop a lot of us lost files even though ProvoCraft did everything to help us backup our content offline. mygigiscraps Yes, you can use MTC, SCAL, and even use Inkscape with a bit of creative programming, legally.  MTC is abandonware now. I do still use it. |
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oaksong
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Post by oaksong on Oct 4, 2017 22:02:54 GMT
Just my two cents worth...
I believe that the Cameo is still made by Graphtec, which makes industrial cutting machines. That give me some peace of mind in terms of the company's continuation. More so than if they were simply a scrapbook industry company.
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scrapnnana
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Post by scrapnnana on Oct 5, 2017 1:28:31 GMT
Just my two cents worth... I believe that the Cameo is still made by Graphtec, which makes industrial cutting machines. That give me some peace of mind in terms of the company's continuation. More so than if they were simply a scrapbook industry company. Good point. Thank you. I had forgotten that. I believe their software is probably Graphtec as well, but tailored to Silhouette's preferences. Back when Wishblade and Silhouette machines were both on the market, the machines were the same, and so was the software, but the files were not interchangeable back then -- Silhouette was part of QuicKutz. Graphtec gave Wishblade and Silhouette each their own proprietary file format. |
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Deleted
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Post by Deleted on Oct 5, 2017 6:25:53 GMT
Just my two cents worth... I believe that the Cameo is still made by Graphtec, which makes industrial cutting machines. That give me some peace of mind in terms of the company's continuation. More so than if they were simply a scrapbook industry company. You are right the Cameo is still made by Graphtec. One of the big reasons why I feel comfortable owning a Cameo. The majority of my tools I paper craft with are from classic or industrial companies. I rarely buy anything scrapbook branded any more. The industry is to trendy which makes it wobbly for longevity support for our tools. I am not nervous about Silhouette changing different directions or going belly up because I know I can use the Cameo for years to come on different operating systems and different software programs. Really curious though about the nervousness though. I really do think it is software related and Silhouette owners concerned about their files. |
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Post by moraie on Oct 5, 2017 7:30:30 GMT
@amayalylac
My only nervousness about Silhouette is them going with an online-only interface. It's why I don't own a Cricut. (Plus I can convert any Cricut design to a Silhouette file, anyway.) We live in an old house and I can't get internet in my scrapbook room, even with extenders. If they go to an online-only/cloud only format, my cutter becomes useless to me. Moving it or using it in another location is not an option for me.
If they ever went out of business, I would worry about my designs, though. I've had a sub for years and years, hence the over 14K+ designs I own. I'd never be able keep track of which ones I've backed up and which ones I haven't, and I make a lot of my own designs, so diluting my personal library with backups of their shapes would be a nightmare. I already have a horrible time finding their designs in my library because the tagging is poor and inconsistent. I'm sure they'd work something out, though.
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scrapnnana
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Post by scrapnnana on Oct 5, 2017 19:43:44 GMT
While Silhouette has copied Cricut in some things, making the files accessible on the Cloud does not mean they are moving to an online only interface. I think they know it would REALLY upset their customer base, but maybe it would be wise to let Silhouette know that now rather than later.
If customers write to Silhouette to express their concerns, it may help make Silhouette aware that it is an issue of concern. It would be better to make it clear now, before it is even seriously considered. Yes, someone in their tech department might think it would be a good idea. If they know in advance that customers would hate it, it could be stopped before anyone at Silhouette does decide it's the way to go.
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Post by anniefb on Oct 5, 2017 20:31:40 GMT
Well I've tried chatting with Silhouette support two mornings now and haven't been able to get a solution to my glitch in 4.1 whereI can't change cut type in the library. My only workaround for now is to change the properties in 4.0 then reopen in 4.1. And they seriously need to hire more help- I was number 20 in the queue this morning and had to wait for nearly 40 mins.
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scrapnnana
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Post by scrapnnana on Oct 6, 2017 2:08:41 GMT
Well I've tried chatting with Silhouette support two mornings now and haven't been able to get a solution to my glitch in 4.1 whereI can't change cut type in the library. My only workaround for now is to change the properties in 4.0 then reopen in 4.1. And they seriously need to hire more help- I was number 20 in the queue this morning and had to wait for nearly 40 mins. And these kinds of bugs in the software are why I am waiting to update. I'm sorry you are having so many problems. I guess I am lucky I got through so promptly. |
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jessedholm
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Post by jessedholm on Oct 6, 2017 2:45:21 GMT
Hi! I'm new to the board and a hardcore silhouette user for my planners. I have this enormous library an version 4 does not like it. I have just given up for the the 3rd time on upgrading. No matter what it just freezes on me when I click the patterns! Sometimes if I wait long enough it works but most of the time it just crashes the software. 3.8 has no issues but ver 4 just cant hang with my library! If I had known that my patterns would be trapped forever i would have never started importing them! Why cant they allow us to export our patterns and clipart! I am not a shop owner or anything but I design all my own kits and I am very frustrated right now. Especially since my new pink Cameo 3 just arrived and I figured I would try again. FAIL AGAIN! Am I the only one? Also why cant I import from the exported library to version 4? its grayed out and doesn't let me select. I have no choice but the reset library and restore to 3.8.
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Post by anniefb on Oct 6, 2017 2:47:45 GMT
Sorry to hear about your issues with ver 4 jessedholm. Very frustrating! |
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Deleted
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Post by Deleted on Oct 6, 2017 7:30:27 GMT
moraie This is the rumors that are going around that they are seriously thinking of cloud based. I think it is a rumor because their software is becoming too advanced to transition to a cloud based software easily. They might move their store to cloud based and move all our files to cloud based and that can be done with some ease. That will be a disaster for a lot of their customer's. Then you will be dealing with a Cricut type library or Dropbox system. scrapnnana Silhouette and Cricut both have reps that come over here and peek at the boards. I do hope Silhuette is seeing this and taking notes. That is why I want to hear why the girls are nervous. There is something going on and that is making them feel wobbly. I think it is best to get it out in the open before it blows up to a bigger issue in the future for Silhouette. What I am getting the gist of is something is going on with the users who have the commercial license to the software. I am thinking of upgrading to the commercial license. I admit I am very curious too because I don't want to upgrade and have a nightmare later on. anniefb I would have lost it waiting that long. I can get through my really bad customer service cable company faster than that. jessedholm Welcome to the board. I am sorry you had to join because of frustration. I love to help but I kept patterns on my hard drive. I am sorry. I am really glad you are here with us. I love our Silhouette planner girls. You are all my favorites over at Instagram.
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scrapnnana
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Post by scrapnnana on Oct 6, 2017 18:23:38 GMT
amayalylac, I hope Silhouette does pay attention to this thread.
I can understand their putting files online, and so far I don't mind that as long as I can keep a copy on my computer, too. Like everyone else, though, I would NOT be happy if they imitate Cricut and put the software exclusively online instead of letting users work directly on their computer without internet. I would switch allegiance at that point, and find another cutter by another company.
Some users take their machines to retreats or vacation places where internet is not available. But even without that issue, sometimes using the internet is slow when online traffic is high. Sometimes it crashes. Sites get hacked.
Most of us want Silhouette software to remain usable without requiring us to be on the internet. And if Silhouette ever did go out of business, I hope they make it possible for us to still be able to use our software and move it to new computers as old computers die, as well as still be able to keep, move, and use our purchased files as long as our Silhouette machine continues to work.
If I left anything out, please add it.
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Post by bluecrafterperson on Oct 6, 2017 18:51:17 GMT
Scrapnnana, I totally agree with all of your points.
I am one that wants to keep my files on my computer and the software on my computer. I still haven't updated to the newest software but am totally happy with the version I am using.
If they have an email address, maybe in a few days after more responses are posted, we should send a link to this thread to the Silhouette company.
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scrapnnana
Drama Llama
Posts: 6,137
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Post by scrapnnana on Oct 6, 2017 23:26:28 GMT
Hi! I'm new to the board and a hardcore silhouette user for my planners. I have this enormous library an version 4 does not like it. I have just given up for the the 3rd time on upgrading. No matter what it just freezes on me when I click the patterns! Sometimes if I wait long enough it works but most of the time it just crashes the software. 3.8 has no issues but ver 4 just cant hang with my library! If I had known that my patterns would be trapped forever i would have never started importing them! Why cant they allow us to export our patterns and clipart! I am not a shop owner or anything but I design all my own kits and I am very frustrated right now. Especially since my new pink Cameo 3 just arrived and I figured I would try again. FAIL AGAIN! Am I the only one? Also why cant I import from the exported library to version 4? its grayed out and doesn't let me select. I have no choice but the reset library and restore to 3.8. I was on chat with them this afternoon about something else, but I asked about that issue. The customer service guy said that version 4.1 was released to fix those issues with 4.0. If you are using the 4.1 version of the software and are still having problems, please try the chat support and let them know. |
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scrapnnana
Drama Llama
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Post by scrapnnana on Oct 6, 2017 23:29:58 GMT
I am one that wants to keep my files on my computer and the software on my computer. I still haven't updated to the newest software but am totally happy with the version I am using. If they have an email address, maybe in a few days after more responses are posted, we should send a link to this thread to the Silhouette company. I actually went on chat about a different issue, but while I was on with the customer service guy, I asked if they were ever planning to go completely online like Cricut, that a lot of customers were discussing that concern here, and he went to check with someone else. When he came back, he said they have NO plans to do online software like Cricut. I hope they never change their minds, but just in case, I do like your idea to email them a link to this message thread. |
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Post by 50offscrapper on Oct 11, 2017 6:23:55 GMT
You can use a subset of your Cricut files on an iPad without connecting to the internet. I never could for the life of me understand why they don’t allow you to use your cartridges without having to upload them.
The cloud is the future and it I wouldn’t be surprised if Silhouette went that route at some point. Moving away from live calls is definitely a cost cutting measure.
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scrapnnana
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Post by scrapnnana on Oct 12, 2017 3:08:27 GMT
I know that a lot of people believe the Cloud is the future. So why would any of us need or want to have our own copy?
With all the hackers, including ransomware pirates who encrypt your files, the possibility exists that sometime in the future, the Cloud could be hacked. After what happened with Equifax, I think it is short sighted to have only one option for users. I like to back up my own files, usually multiple ways. I don't want to have to rely on the internet or Cloud.
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Post by moraie on Oct 12, 2017 4:03:24 GMT
I know that a lot of people believe the Cloud is the future. So why would any of us need or want to have our own copy? With all the hackers, including ransomware pirates who encrypt your files, the possibility exists that sometime in the future, the Cloud could be hacked. After what happened with Equifax, I think it is short sighted to have only one option for users. I like to back up my own files, usually multiple ways. I don't want to have to rely on the internet or Cloud.  I don't want to rely on the internet because I don't have wifi where I scrap, but I also worry because every time Silhouette has a 50% off sale, they have traffic issues on their regular website. We've had Peas more than once encounter problems accessing their cloud files during these sales that end when the sale ends. I'd rather not have black-out dates to my files because of Black Friday every year. |
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Deleted
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Post by Deleted on Oct 12, 2017 6:21:30 GMT
I know that a lot of people believe the Cloud is the future. So why would any of us need or want to have our own copy? With all the hackers, including ransomware pirates who encrypt your files, the possibility exists that sometime in the future, the Cloud could be hacked. After what happened with Equifax, I think it is short sighted to have only one option for users. I like to back up my own files, usually multiple ways. I don't want to have to rely on the internet or Cloud. This, this and THIS! Thank you for bringing this up. A lot of you know I have brought up over the years I do freelance cyber security jobs. Trust me the things I have seen over the years I always want a hard copy. I try my hardest not to put things on the Cloud. |
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MTC is abandonware now. I do still use it. 
