Another customer support fiasco


I love Onfolio and have written so in glowing terms. The content management and capture tool has revolutionized the way I work the web and makes it easy to capture snippets of information that I need to keep for future writings.   I have recommended Onfolio to many, many people so I would be irresponsible if I failed to pass on to my readers when things don’t go so well.  And for the past week they haven’t. 

I started using Onfolio when the beta for 2.0 was released and it worked flawlessly the entire time I used it. Recently the gold version was released and I gladly ponied up the cash for the "real" version. As soon as I upgraded to the new version I started having problems that had never appeared in the beta. Specifically, when I click the capture button that Onfolio installed into IE I now get an error screen a lot of the time.


When I get this error the web page is not saved to my data collection. Sometimes if I simply hit the button a second time the capture will work fine, and I find that once a capture fails all subsequent attempts will fail on all web pages until I exit IE and reenter. Royal pain. This problem appeared exactly when I upgraded to the current volume so I know something was broken.

Uninstall and reinstall did nothing so four days ago I filed a bug report on the Onfolio technical support site. According to the site I would hear from them in one business day.  I finally heard from them today but much to my dismay it was just an auto response informing me, you guessed it, I would hear from them in one business day.   I’m sorry but this is lousy customer support in anyone’s book and it really gives me pause to think twice about entrusting my important research collection with a company that is so slow to respond. I’ll see if they can fix my problem before deciding it I keep Onfolio or switch to a product with better support.  I’ll update here when I have something further (hopefully good) to report.

UPDATE: Onfolio tech support is now working on the problem. Below is the same error screen that appears running in Firefox so it definitely is an Onfolio problem.





I am mmunroe at that was mentioned above. I am a Quality Assurance Engineer over here at Onfolio and I would like to apologize to you as well that no one got back to you in a timely manner. We strive to get back in touch with people within 24 hours, so we’ll follow up on why this support request may have fallen through the cracks somewhere and protect against something like this from happening again.
I would also like to apologize that you are bumping into this capture problem. I can understand how much of a problem it is for users to get a release build with something that seems to have broken since an earlier build. I will work with Joe on tracking down what this problem may be and one of us will get back to you as soon as we can.
In the future, if you have any issues, don’t be afraid to email me directly at mmunroe at

Joe Cheng

Sorry you haven’t heard from us in four days!!… that is really bizarre because we usually do respond within hours. I will be sure to follow up with our support people to find out what the story is.

In the meantime, if you e-mail your Onfolio.log file to me at, I will investigate the problem. The log file can be found at C:Documents and Settings\Local SettingsApplication DataOnfolioOnfolio.log.

Again, my sincerest apologies.


I had a few issues with onfolio after purchasing it as well. Their support is excellent, but, as far as speed of response, patchy: sometimes lightening quick, other days it takes a few days to get an answer.

I found that if you post on the support forum linked above, you get an answer very quickly. There is a support person on there (mmunroe at who is extremely friendly and doesn’t mind direct emailing. He’s been very helpful.

As far as your exact problem, i’ve had that happen once when trying to capture a page recently from the studenttabletpc site…and nothing else. it kept giving me that same note you posted. But only there. I wonder if it has to do with the sites?… I use Firefox, not IE.

Btw, wouldn’t Onfolio w/ inking capabilities really be great, especially when used as a research tool…perhaps with inking onto captured pages and snippets?

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