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  • Website is not working

    Hello. Not sure what's going on here. www.swhorizons.net or starwarsrp.vbulletin.net

    Any help would be appreciated.

  • #2
    My site has been down all day as well. Tried calling in and if course, no answer. If there was a unforeseen shutdown, they should have emailed us.

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    • #3
      I've also been down all day. I've emailed with customer support. They acknowledge issues but won't give me any idea when it will be back up. 5 minutes? 5 hours? 5 days? They have no idea.
      Very frustrating!

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      • #4
        When something breaks, it is impossible to give estimates on fixing it.

        To put that into context, the engineers don't pop down to the data center, take a quick glance at the server, and say 'that looks like <whatever>. Tell customers it will take me 53 minutes to repair".

        What they are faced with is a major platform that isn't working, and that stage they have generally little idea what the cause is. They need to go through all sorts of disgnostics just to get to the bottom of the issue, then they need to decide on a fix, and test that, and deploy it. Throughout all of this they have no real idea how long any of it will take.

        And then you have the other problem...if they estimate it will take an hour, and we tell customers this, then the testing fails and they have to start again, customers will be screaming at us saying "you said it would be back in an hour", which is a poor experience for everyone.

        The reality is, unexpected outages are unexpected. You can only honestly give an ETA for planned maintenance, not when something breaks.
        In my experience, companies that do give formal ETAs on outages are sometimes making it up and hoping for the best in order to keep their customers quiet. That's not how we want to do things here.
        MARK.B | vBULLETIN SUPPORT

        TalkNewsUK - My vBulletin 5.5.6 Demo
        AdminAmmo - My Cloud Demo

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        • #5
          I understand not being able to give an ETA for the outage. There is no way for VB to know that. However, it would be nice to have email notification that there is an issue.

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          • #6
            Originally posted by BigJim View Post
            I understand not being able to give an ETA for the outage. There is no way for VB to know that. However, it would be nice to have email notification that there is an issue.
            When you have a platform that's either offline or struggling to run, the last thing anyone should do is send thousands of emails. It will just make it worse.

            There is a cloud status thread in the cloud forum, and we always update that with any known issues.
            MARK.B | vBULLETIN SUPPORT

            TalkNewsUK - My vBulletin 5.5.6 Demo
            AdminAmmo - My Cloud Demo

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