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For info: Server problems since go-live and how it affects you

cstanton

This's updated on the known issues: /members-area/support/w/announcements/27354/known-issues but I figured here's an opportunity for you to ask questions or have a discussion about it if you need to.

The element14 Community moved over from Jive and dedicated servers to Verint and also dedicated servers. These servers run on a Microsoft Azure instance and there're about 4 nodes in its cluster. On top of that we have various caching content display network services, and diagnostic servers and firewalls that protect various aspects of the website.

These 4 nodes also have a 'jobs server' and a 'storage server' and an 'SQL Database', these work together to collect together the content of the site, they allow you to use the site, they update the 'boxes' or 'widgets' on the site, they update the search results and handle image and video uploads to the site server.

When the 'jobs server' has problems, or a server node has problems, elements fail to load. There can be issues with the following when the jobs server is having problems:

- Posting a blog

- Uploading images

- Embedding and Uploading Video

- Navigation and Rich Text Editor menus not appearing

- Participation / Comment boxes not appearing

- Search not being updated

- Widgets / content boxes not being updated / kept up to date

- Not receiving notification e-mails from Verint, including password reset e-mails

- The website being slow, or not loading, or taking an exceptional amount of time to load

- Automations struggle to run, this would also affect gamification, achievements and points

We have mechanisms in place that will automatically restart a 'server node' , but there may be a period of time where you're 'stuck' on one, and may need to remove your browser cookie to refresh which 'server node' you're on, using a private browsing window or 'incognito window' sometimes helps this aswell.

The Community development team are working closely with the companies providing these services (the Verint platform and also the servers) and are meeting with them to solve this problem.

Unfortunately until they diagnose and resolve the problem , there's not a lot we can do and reports back from users let us know when there're problems, but at present it's not always a matter of 'code' that needs to be fixed, it's mainly server-side now. Problems with Quizzes and RoadTests however, are mainly a development code problem and there should be some fixes coming for those in 15th of December patch, and also in January, but the rest of the problems are all back-end server side technology.

As an example I sat on a meeting for 1-2 hours today as they went through the diagnostics of the server between Verint, Microsoft and the element14 Community dev's to try to determine the cause of the issues and to work on it more, there're a few actions but it's going to take a few more weeks for this to be resolved.

Do please continue to report problems on the site, a few of you have been very helpful and provide good, detailed feedback which is great, and what I've outlined in this post is why sometimes the problem may simply be "we can't do anything about it right now, the dev' team may not have time to look into this at the moment, please try again later". 

Thank you for your patience and being a part of the element14 Community.

Parents

  • Thanks for the update. I want to let you know about some chronic problems I'm having since the new site went live. First, when I'm taking polls, perhaps about half or less give me the points and the rest show I took the poll, but don't give any points. Since the system knows I already took the polls and I didn't keep track of them, I guess there's no way for me to get the points back, but it's now about 15 polls. The same happens with the poll likes. And it's not due to me hitting the daily limit on likes. I can like a poll and not get points for the poll or the like, then like something else and get like points for it. This is not a one-time thing. It happens every day. 

    Second, it seems that the system slows way down at night. This may be due to your staff working on the system, but many times after about 6pm PST, when I refresh a page, it takes more than a full minute to refresh and sometimes if times out.

    Third, although many of the problems with badges are now fixed and I thank you for that, there is still one big problem. That is, in the Available Achievements for me, there are still many badges there that are shown in both the Available Achievements and also in my Achievements (kkazem's Achievements). Here are a few of them that show in both places, but there are a lot: VF AC DRIVES, ENCLOSURES QUIZ, PROGRAMMABLE DEVICES V, and VOLTAGE REFERENCES. Obviously, a badge cannot be both awarded and available for me to earn at the same time.

    Fourth: It doesn't display all my earned achievements all the time. I have about 104 or 105. But only about 1/3rd of the time does it show all of them. The rest of the time, it only shows 100 of them. At first I thought it might just be slow to load the last few earned achievements, but that's not it. It stay at a count of 100 indefinitely. Sometimes I can work around it by closing all my open Element14 tabs and re-logging in and opening my Achievements page and that sometimes works.

    Fifth: This is maybe minor, but again, with the Achievements, nearly every time I refresh the page, it changes the order in which the Achievements are displayed. This makes it difficult to review my achievements. It would be better if the members could choose how they want the achievements sorted when they're displayed, for example, alphabetic, reverse alphabetic, by date of award, etc. 

  • in reply to kkazem
    kkazem said:
    This may be due to your staff working on the system

    I wish that's how it works, but that isn't how it works. To dispel any myths when developers work on the site, we take the site down. When business teams work on the site, it's no different from when members work on the site as they're creating content.

    kkazem said:
    This is not a one-time thing. It happens every day. 

    This sounds like the gamification automations are hit with the same slow-down and problems as other automations on the site, such as updating widgets, etc. It relies on the jobs server.

    kkazem said:
    Obviously, a badge cannot be both awarded and available for me to earn at the same time.

    This's a task with the dev' team to sort out or raise with Verint, which they'll get around to doing. The only workaround I can do at the moment is set the widget to display more badges. Displaying widget content will likely, also, rely on the jobs server, so you can probably see now how all of these problems are related because it's relying on a server running scripts and automations, and it isn't.

    kkazem said:
    it changes the order in which the Achievements are displayed

    That will depend on how long the page takes to load and to load each element, which will be more consistent when the servers aren't running slowly, which they currently are. When that's settled down then I can ask the dev's to consider creating a custom widget to list achievements and organise them better.

  • in reply to cstanton

    , Thank you very much for that info, I appreciate knowing why these things are happening. And I figured for some of these problems that it would take time to get it sorted out (weeks or maybe even months). I just wanted to make sure you guys knew about it. I had posted many of those same problems with the achievements about 3 or 4 times over the last few weeks (maybe in the wrong place?), but didn't get any acknowledgement till now. So I wasn't sure if you were aware of it. But now I know you are aware.

  • in reply to kkazem

    No harm, it's why we have forums. Slight smile

  • in reply to cstanton

    I think I just figured out why those polls and likes weren't giving me points. It's because I wasn't a member of that group. I don't recall reading anything about the new site that said you must be a group member to get points for a poll or for likes on posts in a group. Am I correct about this? If so, you may want to pass it on to all members. It's frustrating taking polls and giving likes and not getting points for it when I should. I found that when I joined a group that wasn't giving me points for polls, all of a sudden, it gave points for both polls and likes, but not for polls I already took and didn't get points for.

  • in reply to kkazem

    I need to see URLs / links to where these problems occur otherwise I can't look into it Slight smile

    Verint does also say "to participate you need to join the group".

  • in reply to cstanton

    I went looking for groups thinking, how about I go through the list of available groups and get the sign-up over with now so I don't miss anything that interest me. I didn't discover a way to do that in groups. 

    I assume a group is offered when necessary and that is the point at which you sign-up.

Reply
  • in reply to cstanton

    I went looking for groups thinking, how about I go through the list of available groups and get the sign-up over with now so I don't miss anything that interest me. I didn't discover a way to do that in groups. 

    I assume a group is offered when necessary and that is the point at which you sign-up.

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