Crave

So, just what the heck happened?

That's one of many questions that Sidekick owners and the broader tech community are asking after one of the largest data failures in recent memory.

Two days after warning customers that their contacts, calendar, and other information may be gone, Microsoft and T-Mobile spent most of Monday in silent mode as they continued to work to try to recover the data from thousands of Sidekick owners.

(Credit: CNET)

Microsoft has said that the hardware failure that caused the problem took out both the primary and backup copies of the database that contained Sidekick users' information. But the question remains, why wasn't there a true independent backup of the data?

T-Mobile has said that it is exploring what to do to try to compensate customers who have lost their data, but as of 4:30 p.m. PDT on Monday had not offered a promised update on where things stood.

For those who don't have their data, there was little to do but vent on various forums and hope that the data recovery efforts bear fruit. (There may be some hope on that front, as some users did report some data re-appearing on their devices on Monday).

Still, those who do have some or all of their information on their device, might want to back that up pronto. Enthusiast site Hiptop3.com and T-Mobile itself have offered up a few ways to back up contact information, in particular.

And, because it bears repeating, T-Mobile is warning those who do have information on their device not to reset their Sidekick, take out the battery, or let the device fully run out of power.

(Credit: Screenshot by Ina Fried/CNET)

Wireless carrier T-Mobile USA has, at least temporarily, stopped selling all models of the Sidekick in the wake of a massive hardware failure that resulted in many customers losing their e-mail, contacts, and other data.

As of Sunday, all models of the Sidekick were listed as "temporarily out of stock" on T-Mobile's Web site. T-Mobile retail store workers also said on Monday that they have been instructed to halt new sales of the device as the company continues to investigate the recent problems that have plagued the handheld.

To recap, Sidekick customers started experiencing problems connecting to the data network more than a week ago. Microsoft, whose Danger subsidiary powers the Sidekick service, said it was investigating the problems.

On Saturday, Microsoft and T-Mobile posted an updated notice saying all data that was not currently on customers devices was likely lost permanently.

Microsoft and T-Mobile have not said how many of the roughly 800,000 Sidekick customers have lost data. Microsoft said a server failure impacted the main and back-up databases. One theory is that the problems cropped up as Hitachi was doing work on the storage network that manages the Sidekick data.

T-Mobile has promised an update for customers sometime Monday. For now, the carrier has advised customers not to reset their devices, remove the battery, or let them run out of power, as doing so could result in losing whatever data they do have.

Microsoft acquired Danger last year, saying it hoped to use its service architecture more broadly in its mobile strategy. The software maker has been working on a project code-named Pink that was to be essentially the future of the Sidekick. The company had not planned for any more versions of the current Java OS-based Sidekick.

Update, 12:30 p.m. PT: T-Mobile confirmed that "Sidekick sales are temporarily on hold." A company representative told CNET News in an e-mail that the company doesn't have an exact number of customers who lost data but that "we believe it is a minority of customers."

Although there are reports that customers are being let out of their wireless contracts and being offered discounts on other T-Mobile phones, the company is officially offering only one month of Sidekick data service. "We are also considering additional measures for those who have lost their content to help reinforce how valuable they are as T-Mobile customers," the representative said.

As for why there weren't better backup mechanisms in place, T-Mobile referred that question to Microsoft.

Update, 2 p.m. PT: Even though T-Mobile has said it has temporarily halted sales of the Sidekick, retailers in New York were still selling the device Monday. At three different locations on the Upper West Side of Manhattan, sales representatives said the Sidekicks were still available, but they were warning any potential customers that mobile Web and e-mail services might not work until the server problem is resolved. They said the phone and the accompanying text-messaging service have not been affected, so customers buying a new Sidekick would be able to make calls, as well as send and receive SMS messages.

In an e-mail to retail sales managers dated October 10, T-Mobile instructed managers on how to deal with Sidekick customers. The message informed them that some personal information backed up by the Microsoft/Danger servers had been lost. This information included pictures, contacts, e-mails, text messages, calendar entries, and to-do lists.

"Our teams continue to work around the clock in hopes of discovering a means for a network recovery solution. However, the likelihood of a successful outcome is extremely low," the e-mail stated.

Sales representatives were told to direct customers with questions to T-Mobile Forums on its Web site for details and to get updated information.

As part of its "action steps," sales reps were also directed to tell customers not to reset their devices by removing the battery or letting their battery drain completely.

Sidekick's LX, the newest model

(Credit: CBSInteractive)

After suffering through a weeklong outage, T-Mobile Sidekick users got even worse news on Saturday, when the company advised them that any data not on their phone was likely gone forever due to a hardware failure.

Since then, Sidekick owners have been sharing their stories with me via e-mail. Here are some of those tales. Feel free to add your own in the comments section or e-mail me (ina dot fried at cnet dot com)

Bram Weiser, a sign language interpreter and computer specialist in New York, wrote on Monday:

Since the outage occurred on October 1st, I've not been able to receive (or, I presume, send) email to/from my Sidekick. (All along, though, I've had phone and text message capability.)

On Monday, October 5th, roughly 100 emails seemed to suddenly appear, leading me to think that the outage was FINALLY over, days(!) after it started. However, while I got notification of those new emails (e.g., italicized, boldface sender & subject line information), the actual bodies of those emails was painfully slow in arriving, if they were ever going to do so.

I THOUGHT I saw an advisory at tmobile.com not to try a "hard" reset as an attempt to retrieve data and/or "kickstart" (my word) my Sidekick, so I steered clear of that. So, thinking I saw it written that way (note: I later realized it didn't say "hard," but puzzlingly advised against ANY reset at all), I tried powering my Sidekick on and off, albeit to no avail, and then tried a "soft" reset in good faith by clicking the pinhole on the body of the device. In more "normal" circumstances (read: just about any other time in the years that I've owned a Sidekick and paid for service through T-Mobile), this would usually bring the device back to life with its information intact, because, as we now know, it would download it from the T-Mobile (read: Microsoft/Danger) servers after connecting to the network. Not this time, though...

After doing all of that, and letting my Sidekick power up again, I, as did many thousands of other users, suddenly lost saved emails, device settings in ALL applications, bookmarks for the Web Browser, my entire Address Book (188 or so entries, although three recent entries did reappear later), and all of the nearly 1,000 entries (past, present and future) for my Calendar. To date, all of these remain lost, though I CAN surf the Internet on my own, as well as define settings, add contacts to my Address Book, send/receive instant messages and, I presume, add Calendar entries on my own as well, though I've not tried much of that yet as I await the safe return of my data.

You're absolutely right when you ask how, for instance, a company like Microsoft/Danger (Microsoft!) didn't have sufficient backups of its servers in place, be they daily, weekly or whatever. This is beyond belief in this day and age!

People need to know about this and not give Microsoft a free pass. For us to be without important data that we paid for the privilege of entrusting to Microsoft/Danger for safekeeping only to have this happen 1-1/2 weeks ago, and continuing to this day, to potentially lose it all permanently(!), and (for now at least) to get a credit of only(!) one month's data service (honestly, is that REALLY satisfactory to anyone?!) boggles the mind.

Jeff McGaha, an electrical engineer in Indianapolis wrote that his wife has a Sidekick, was without access to the data network for four to five days, and has now lost all of her contacts:

She's dropping the Sidekick now, something she was on the fence about for a long time. T-Mobile is lucky we're staying with them. They can thank Google and Motorola for that. The Cliq is going to see bigger sales because of this sidekick outage. Long live Android.

The massive data failure at Microsoft's Danger subsidiary threatens to put a dark cloud over the company's broader "software plus services" strategy.

A key tenet of that approach is that businesses and consumers can trust Microsoft to reliably store valuable data on their servers.

T-Mobile Sidekick Slide

(Credit: Corinne Schulze/CNET)

A week ago, though, Microsoft's Danger unit experienced a huge outage that left many T-Mobile Sidekick users without access to their calendar, address book, and other key data. That's because the Sidekick keeps nearly all its data in the cloud as opposed to keeping the primary copy on the devices themselves.

Things got even worse on Saturday, as Microsoft said in a statement that data not recovered thus far may be permanently lost. It's not immediately clear how many people lost their data. The outage earlier in the week affected a broad swath of Sidekick users, though many had data return during the week.

While outages in the cloud computing world are common (one need only look at recent issues with Twitter or Gmail), data losses are another story. And this one stands as one of the more stunning ones in recent memory.

The Danger outage comes just a month before Microsoft is expected to launch its operating system in the cloud--Windows Azure. That announcement is expected at November's Professional Developer Conference. One of the characteristics of Azure is that programs written for it can be run only via Microsoft's data centers and not on a company's own servers.

It should be pointed out that the Azure setup is entirely different from what Danger uses: the Sidekick uses an architecture Microsoft inherited rather than built (Microsoft bought Danger last year). Still, the failure would seem to be enough to give any CIO pause.

Update, 2 p.m. PT, 10/11/2009: I asked Microsoft for comment Saturday when I was writing this, in particular as to how the rest of its cloud might differ from the Danger set up.

Microsoft said Sunday that its the fabric controller that manages the Azure service is built with redundancy in mind.

"We write multiple replicas of user data to multiple devices so that the data is available in a situation where a single or multiple physical nodes may fail," Windows Azure general manager Doug Hauger said in a statement to CNET News.

That doesn't mean Azure is immune from data loss, though I'm told an entire data center would have to be wiped out, as opposed to just a server or collection of servers. I'd be interested to know whether Microsoft will also offer multiple location options so that users that want to can have their data in more than one physical spot as well.

But that's just one of many questions raised by this spectacular failure. Among the other questions still looming large in my head are:

1. What backup procedures did Danger have?

2. Just how many of T-mobile's Sidekick customers lost their data? (Feel free to let me know, Sidekick users.)

3. What impact will this have on the Pink project, which was largely seen as the evolution of the Sidekick, and some say was already in trouble?

4. Will this hurt Microsoft's efforts to build a brand around the notion of Windows Phone even though that uses a different architecture (with its own challenges, to be sure)?

Most of them don't look like this today.

(Credit: CNET)

It looks as though the current Sidekick outage is turning into a bigger mess for T-Mobile. The company has just published an apology to Sidekick users who've been without many important services for a few days--and says that because of a server error at Danger (a Microsoft subsidiary), affected users might not get their data back at all.

This is terrible news for some Sidekick users out there and is also one of the largest fails in cloud computing in recent memory. T-Mobile has already offered affected users a free month of service, but that was a few days ago when it seemed the problem was on its way to being resolved. Now, some users are looking at not having their data restored at all. Those whose data hasn't already been recovered will likely have to rebuild their contact lists, calendars, to-dos, and other personal content themselves.

The problem is that many users didn't back up that data. A friend of mine never backed up her Sidekick LX because Danger's server-side infrastructure made it redundant--or so she thought.

T-Mobile says they'll issue another update on Monday, October 12, which will communicate the current status of the repair.

One important point T-Mobile is communicating to affected users is not to power off your device. On its Web site, T-Mobile warns, "We continue to advise customers to NOT reset their device by removing the battery or letting their battery drain completely, as any personal content that currently resides on your device will be lost." Good luck on Monday.

Rooftop superhero

(Credit: Gutterglove)

Apparently, those who live in climates where it regularly freezes in the winter are at risk of death via icicle. It appears that larger icicles can break off of gutters and plunge into people's bodies, killing them coldly on contact.

A company called Gutterglove, which ironically is California-based, has a new add-on called the IceBreaker for its already advanced guttering systems. Using a self-regulated heated cable, the IceBreaker keeps water on the outside of the gutter just above freezing, meaning icicles don't form, fall off, and kill you and your loved ones as you build your snowman.

The cable fits Gutterglove's DIY install gutters, which already do things like collect rainwater for personal use; filter pine needles and seeds; and keep gutters clean so you don't have to. I wish we had this when I was 15.

All kidding aside, people actually do die every year from ice falling from man-made structures. It's not how I'd want to go, and it's not something I'd wish on anyone else, either. Were I a homeowner in a place frigid enough to warrant fears of chilly death from above, I'd definitely consider something like the Icebreaker gutter cables. But, living in Seattle, I only have to deal with mammoth quakes that will destroy my apartment building in my sleep.

Installing the IceBreaker system.

(Credit: Gutterglove)

T-Mobile's latest Sidekick, code-named Gekko, will launch July 30 according to cell phone enthusiast blog The Boy Genius.

The blog said the new device will be an entry-level Sidekick "that won't break the bank." The new phone will supposedly sport a 2-megapixel camera, video recorder, stereo Bluetooth, and other standard Sidekick features, according to the blog. The Boy Genius has also posted some pictures it claims were leaked from T-Mobile.

It looks like the creative geniuses in Microsoft's product marketing team may have helped name the new device that will simply be called "Sidekick 2008." Microsoft, which is famous for delineating different versions of its Windows software by the year in which it was released, bought Danger, the maker of the Sidekick, earlier this year.

CNET Reviews editor Bonnie Cha reported on rumors of the new Sidekick earlier this month.

How long have we been reading these Zune Phone rumors? Microsoft still hasn't officially announced any plans to build an iPhone, but yesterday's corporate reorganization clearly points that way.

This mockup of a smartphone UI appeared in a June 2006 Microsoft patent filing.

(Credit: Microsoft patent application)

Microsoft has reason to be worried. After about five years of plugging away with Windows Mobile, Microsoft's managed to create a reasonable competitor to Research in Motion for e-mail-enabled phones. But that's about it. In contrast, Apple launched the iPhone in June 2007 in the U.S. and by Q4, it was already the number-two provider of smart phone (or "converged device") OSs in the U.S., with 28 percent market share--ahead of Microsoft's 21 percent and behind RIM's 41 percent. Worldwide, despite an October European launch and a smaller global footprint than its competitors, Apple managed to reach 7 percent share worldwide, just behind RIM's 11 percent and Microsoft's 12 percent , although all of these folks are bit players compared with Symbian's 65 percent share. (All numbers courtesy of a February 2008 report by Canalys.)

Microsoft's acquisition of Danger has already been the subject of much speculation on CNET and elsewhere, so I won't spend too much time pondering how long it will be until Microsoft kills the Sidekick and its Java-based OS (as long as it takes to build a Windows-based version) or guessing about the acquisition price ($500 million sounds high, but possible given the premiums Microsoft has been offering lately).

The interesting part is buried in yesterday's press release announcing the latest Microsoft reorg: the company has appointed Roz Ho to lead the Danger integration. Ho has spent the last few months in an unspecified "special projects" role under J Allard, Mr. Zune himself. But before that, Ho was the longtime leader of Microsoft's Mac Business Unit, which means there's probably no Microsoft executive more familiar with Apple. Connect the dots and they spell iPhone.

So how will Microsoft go about it? My guess is they'll whip out some sort of Zune client software for the current iteration of Windows Mobile as a stopgap measure, while simultaneously building a completely new device that combines a consumer-oriented UI, mobile services, and an associated hardware reference design. They will probably brand it as a Microsoft product (like Zune and Xbox), instead of merely licensing the software (Windows Mobile) or software+reference design (the short-lived Portable Media Centers). Sidekick's manufacturing partners, Sharp and Motorola, might be involved. Timeline: probably not until 2009, although the Windows Mobile Zune client could come out this year.

Updated at 11 a.m. PST with Microsoft comments and more background on Danger.

Microsoft apparently is serious about the consumer cell phone business.

The software giant said Monday that it's acquiring Danger, the Palo Alto, Calif.-based maker of the T-Mobile Sidekick for an undisclosed amount.

T-Mobile Sidekick Slide

(Credit: Corinne Schulze/CNET Networks)

"The addition of Danger serves as a perfect complement to our existing software and services, and also strengthens our dedication to improving mobile experiences centered around individuals and what they like," Microsoft entertainment unit President Robbie Bach said in a statement.

Danger's Sidekick brings many of the same abilities as business-oriented smartphones--Web browsing, e-mail, and instant messaging--but it does so in a way that has been more popular with executives' kids than with businesspeople themselves.

The challenge for Microsoft, though, is that Danger has its own operating system, distinct from Windows Mobile, as well as completely different way of doing business than Microsoft.

Although both companies use others to manufacture their devices, Danger gets its money primarily by getting a cut of the monthly service for its phones, while Microsoft gets its money licensing the operating system to phone makers.

On the plus side, Danger actually is agreeing to be bought by Microsoft, unlike Yahoo, which formally rebuffed Microsoft's bid Monday.

Microsoft's acquisition brings a halt to Danger's plans to go public. In December, the privately held company had filed its preliminary paperwork for an initial public offering.

Danger was started by Andy Rubin, who later left the company to launch another mobile start-up, which was acquired by Google. Since then, Rubin has been leading the development of Google's Android open-source mobile platform, which is gaining attention at the Mobile World Congress in Barcelona, Spain, this week.

Danger's two other co-founders, Matt Hershenson and Joe Britt, have remained at the company, heading its technical teams. Britt has prior experience of being gobbled by Microsoft, having been at WebTV when Microsoft bought that company. Danger has 294 workers in total, according to the company.

Update: In a telephone interview, Microsoft General Manager Scott Horn said the company isn't ready to announce its specific plans for Danger, but said the company plans to continue operating its existing Sidekick business.

Horn said Microsoft has already spoken with Motorola and Sharp, the two companies that make phones for Danger. Both, he noted, already also make Windows Mobile phones.

Although Danger's business model is different from Windows Mobile, Horn said that Microsoft already licenses some of its mobile Windows Live software for a monthly fee.

Horn said Microsoft will look at ways of bringing the two businesses--and the two operating systems--more closely together.