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Site-Wide Issue after 12.1.5 Update

cstanton

We are aware that the Community website is having problems with its 'jobs server' in the back end of the functionality of the site.

This can present itself in a manner of different ways that you may be experiencing. Effectively the jobs server is restarting itself every 30 minutes, which means that if you're trying to perform a task on the website when this happens, that task may not happen. We suspect this explains why users are experiencing the following issues:

- Upvote / Downvotes not working on comments

- Blog pages appearing blank when attempting

- View counters and summary counters not populating or appearing as zeroes

- Being unable to enable or disable notifications on content or having appropriate feedback from the site that these are enabled or disabled.

- Double notifications about content

- Delayed notifications about new or old content

- Ghost notifications without receiving a notification (though this can sometimes happen when content is deleted)

We have escalated the problem with the website platform provider, Verint, and we're awaiting their investigation into the problem. We regularly have meetings with the provider to push for updates and work with them.

Thanks for your patience.

  • We have recently rebooted the jobs server responsible for this, and we are continuing to monitor the situation.

  • in reply to cstanton

    The development team are narrowing down the cause of this problem and believe it may be due to developed customisations on the website, the issue is still being investigated.

  • in reply to cstanton

    We've identified the problem, it's with a particular job service that processes document previews. This had been running every 30 minutes, and it is now going to be delayed to run every 24 hours from this evening (27th of February 2024).

    The job may still cause issues that we're seeing every 30 minutes, but only every 24 hours, we do need to run this job service because it will process documents, but we believe there's a particular document upload that is causing it to make problems - we have escalated this with the platform vendor and the change to running it every 24 hours is hopefully a short-term fix until we have a fix from the vendor.