Max

14 hours ago, Allen Bradford said:

Is someone from Support going to chime in here with what’s going on?

I understand it’s the weekend but my Board and apparently others are down with a blank screen and a redirected URL to some Admin/Install URL. 

It is scary, we had the exact same thing. During the NFL Draft on an NFL fan site. Very frustrating we never had problems on classic hosting. Now we are paying much more and it seems like there are always problems on big traffic days.

4 hours ago, Gary said:

Hi @Max, I cannot give a definite answer to question 1, but question 2 looks to be resolved as per Stuart's post in the other topic discussing this very issue.

Thanks!

It was such a big traffic day for us, total bummer to crash. People are losing confidence in us since we went to cloud hosting.

We run a site that is NFL related and I have so many people telling me they couldn't access it yesterday during the NFL draft. This is our biggest day(s) of the year. I noticed the forums were offline this morning. I saw another thread and cleared my cache. But I had people reaching out saying they couldn't get in.

Two questions:
1. Is whatever issue it was, fixed?

2. Can everyone get on now without clearing cache? 

Our posts counts were much lower than expected yesterday, this is very disappointing. We didn't have problems like this when we were self hosted.

On 11/29/2023 at 4:18 PM, Matt said:

The problem is that too many people want to throw AI at everything. I've seen loads of AI based 'executive summaries' on things like Helpscout, Amazon Reviews, etc that honestly do not offer much value.

We are happy with using signals and a mathematical model for this feature. @Matt Finger has been discussing building a LLM for many things, so it's an area we are interested in.

This is so exciting. Would love to have an AI instance that has read every one of our posts and is available for questions. Tell me what x user said about this event in 2021.

Big dreams, I know.  🙂

On 10/21/2023 at 1:58 PM, Nathan Explosion said:

Change this setting - and then the next time the "cleanup" task runs, say 'bye-bye'

This was a huge help, thank you. Didn't know this option existed!

On 10/2/2023 at 4:55 PM, Jim M said:

I opened a ticket for you to get more information. Please check your email for further correspondence. 

To open a ticket in the future for Cloud issues, you can go to Client Area -> Manage Purchases -> click your Cloud package -> Support.

I still haven't received a response. My primary email never receives them and I am not sure why. I put an alternate email on file, can someone send the ticket info and response to my secondary email? Thanks.

On 10/3/2023 at 5:05 AM, David N. said:

I understand that on your end, you're doing your best to deal with technical challenges. I have complete faith in the Invision Community team. I've witnessed the competence and reactivity of your team both on this forum and privately when using support tickets. I've invested a good chunk of my budget and a lot of my time into your platform which is now at the core of my business plan, and I intend to continue doing so in the long term.

On my end, as a service user, I can't help but compare the service I'm getting. I use two points of comparison:

1. My experience with my previous hosting provider. 
2. My visitor experience with websites that I visit frequently. 

So far this year I've found IC Cloud to be less reliable than my previous host or my experience visiting those other sites, which is concerning to me - hence this thread. 

I have a question regarding https://status.invisioncommunity.com/ - how come when I click History & Incidents, I see 100% uptime for Invision Community Platform (US) for the past 30 days even though there was some down time?

This is the exact same experience for us. We never had issues on our dedicated server. I love the idea of being able to scale with cloud hosting for our bigger traffic days. So far that hasn't been the experience and I am hearing it from the community.

7 hours ago, Jim M said:

I opened a ticket for you to get more information. Please check your email for further correspondence. 

To open a ticket in the future for Cloud issues, you can go to Client Area -> Manage Purchases -> click your Cloud package -> Support.

Thank you, I had sent an email but I will do it this way going forward. Please add my alternate email to the ticket, for some reason my primary email never receives them. Much appreciated.

So last night, we experienced an outage. It looks like that was related to the other issue that was posted. But we are an NFL football site and users are telling me that they see this message often on game day.

Game day is our biggest day of the week \ year.

I am not sure how to open a ticket. But we definitely need help, we upgraded to the cloud to be able to scale better on game day. Let me know how we can get things looked at. Thanks.

7 hours ago, Matt said:

Looking through David's ticket history, I can see there have been some difficult to track issues that impact his community only and aren't indicative of the greater experience, these seem more around database optimisation for his community or slow outbound connections. It's something our support team are working with David on.

We have a lot of users complaining about the same thing.

1 hour ago, Jim M said:

Looks like you replied. Our team will work further in assisting you and getting your community back online. 🙂 

Thanks Jim. Hoping for good news soon, I appreciate the response.

58 minutes ago, Marc Stridgen said:

We are aware of the issue and this is still being worked on. Unfortunately it looks like there may be issues which are intermittently being caused by some 3rd party items you have there. Please add an alternative email contact on file, and then PM me with that email address so I can add it to the ticket

I just PMed you Marc. Thanks for the update, it is good to know it is being worked out. Whatever needs to be done, deactivating all third party stuff etc. Hopefully all users can get back in soon. Thanks.

6 hours ago, Marc Stridgen said:

Support generally can be slower over a weekend period and escalations can indeed take time. I have however chased this up for you and getting someone to take a look for you.

Marc,

Thanks but I still haven't received the email that was sent over the weekend 

We've been down three days, please help.

Thanks,

Phil

Now people are saying they are getting server 500 error messages.

My site has been down and this is day three. Can someone help me?

During the implementation of cloud hosting we had an issue where I was not receiving support emails.

I have not received anything, nothing in spam. Nothing anywhere.

Please help this is insane, can you email me to another email address, post what is going on here or private message me? Please.

5 hours ago, Jim M said:

We have indeed sent you an email instructing you about the escalation.

Can it be sent again? I don't see anything, even in spam.

5 hours ago, Jim M said:

Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence.

Can you let me know if an email was sent? I don't see Anything and we still have a lot of users that can't login.

Thanks.

2 hours ago, Miss_B said:

Yes, I read their reply at their other topic. In that case the OP is in very good hands. The Ips staff will sort this out for them. 

I hope so we've been down for two days. Some can login others can't .

37 minutes ago, Jim M said:

Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence.

Thanks. I just checked the email I don't see anything yet.

My form has been down all day, we had a script to put in for a new ad Network and I think it caused problems.

I have a support ticket open but the site's been down all day so hopefully someone else will see this.

https://forums.JetNation.com

The form won't load for some people most of them because of the script. When I go to the admin panel I get a template error.

Invision told me they put the site in recovery mode but I still get the same error. Anyone have any thoughts?

4 hours ago, Jim M said:

I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again.

Jim,

I still can't get in our forums have been down all day is there anything else I can try to get back into the admin panel?

1 hour ago, Miss_B said:

Is the error you quoted above the only error that you are getting? Can you check the core_log table in the database and see what are the most recent error messages logged in there? That might give us more information on the cause of the error and hopefully fix it.

That is the only error I am getting. I am not sure how to access the logs now that we are on cloud hosting.

59 minutes ago, Miss_B said:

Is the error you quoted above the only error that you are getting? Can you check the core_log table in the database and see what are the most recent error messages logged in there? That might give us more information on the cause of the error and hopefully fix it.

If I knew how to do that on Cloud hosting I would.
 

This is very strange, I see that the theme has been reset back to the default. That helps a ton people can read the site again, I just can't get to the admin panel. I cleared my cache and even tried from an incognito window.

45 minutes ago, Jim M said:

I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again.

I still can't get back into the Admin Panel. I get the same error, please advise. Thanks.
 

[[Template core/admin/global/globalTemplate is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]]

It looks like people who have the new name server changes still can't get in.

I get the same error In the admin panel.

How can I manually reset the default theme so people can get back in?