Auctiva Site Update Information (1/15/09)

Hi Community,

Update - We are just preparing to begin our site update that is scheduled for today and we expect to have it underway shortly. I will update this thread to let you know when the release has begun.

-Mike

Hi Community,

Update - We have just started today's site update so you may see some technical issues, such as error messages when you try to view certain pages in your accounts, for a little bit while the update is in progress. I will post further information on this update to this thread as the release progresses.

-Mike

Hi Community,

Update - Our site update is still in progress and we have seen reports indicating that some users are getting bounced off the Auctiva website and/or receive error messages when trying to access certain pages in their accounts and go through Auctiva Checkout. This behavior is occurring as a result of this site update and should no longer occur once the update is completed.

I will post further updates on the progress of this release to this thread as additional information becomes available. The release should be completed shortly but we may see some technical issues in the aftermath.

-Mike

Hi Community,

Update - The main component of our site update has been completed but we are still dealing with some "aftermath" issues that are causing some technical problems on the site. The main issues we are seeing now is that some users are getting errors that contain long strings of numbers and/or advise them to contact support when attempting to post listings, and that buyers are receiving errors during checkout.

If you are receiving error messages when trying to post or save your listings, please try clearing your cache and then closing your browser and opening a new one. If you continue to receive the error messages after doing so, please let us know by contacting our customer support department.

Also, if you are seeing any issues that have not been mentioned on this thread, please let us know by contacting our customer support team using the web form on the following page: http://www.auctiva.com/free-auction-software-help/help.aspx

-Mike

Hi Community,

Update - We are now seeing users report two different types of error messages when trying to post or save listings through Auctiva. If you are receiving a generic error message that says an error has occurred and advises you to contact support (without a long string of characters), you should just need to clear your cache as I described in my previous post in order to resolve that problem.

On the other hand, if you are receiving an error message that contains a long string of characters, the error you are receiving is occurring due to a known issue that our engineering team is in the process of correcting. I will update this thread when more information on that issue becomes available.

If you continue to receive the first error I mentioned after clearing your cache and closing and re-opening your browser, or if you are seeing any issues that have not been mentioned in this thread, please let us know by contacting our support department.

-Mike

Hi Community,

Update - Our engineering team has just located the causes of the issues causing the checkout errors and the errors containing long strings of characters that some users are getting when trying to post or save their listings, and we are in the process of getting fixes for those issues in place.

I will post further updates on these issues to this thread as additional information becomes available. Any new issues should still be reported to our customer support department.

-Mike

Hi Community,

Update - The issue that was causing some users to receive "unexpected" error messages when trying to go through Auctiva Checkout should now be resolved. We are still working to resolve the problem causing the errors when trying to post or save and I will update you on that problem as additional information becomes available.

If you encounter and new issues that have not been mentioned on this thread, please let us know by contacting our customer support department.

-Mike

Hi Community,

Update - It has also been brought to our attention that a "Store Temporarily Unavailable" message is being displayed when people try to access the Auctiva stores of users who have custom domains by going directly to the custom domain. Our engineering team is investigating this problem as well and we will have it resolved as soon as possible.

I will post further updates on both of these issues to this thread as additional information becomes available. Thanks for understanding!

-Mike

Hi Community,

Update - Our engineering team has just finished writing the new code that should correct the problem that is causing some users to receive error messages while trying to post or save listings and we are going to be releasing that change to the site here shortly. We are still working on resolving the problem with custom domains.

I will update this thread again when the fix for the posting/saving issue is released and when I have more information to share regarding the issue with custom domains.

-Mike

Hi Community,

Update - We have just finished releasing the fix for the issue that has been causing some users to receive error messages when saving or posting their listings so our users should no longer be receiving those error messages.

Our engineering team has also discovered the problem causing custom Auctiva store domains not to work properly and we will be pushing out a fix for that issue shortly and I will update this thread to let you know when that happens.

If you continue to receive the errors when posting/saving, or if you notice any new issues, please let us know by contacting our customer support department.

-Mike

Hi Community,

Update - It has been brought to our attention that users are still receiving the error messages that I recently said should not be occurring any longer. I just spoke to our engineering team about this and apparently another set of fixes is being pushed out that should fully resolve this problem. We expect that these fixes should be implemented by about 2 PM PT.

I will update this thread to let you know when this issue should be fully resolved, and I will do the same when I have more information about the ongoing fix for the custom domains. Sorry about the misinformation!

-Mike

Hi Community -

Update - We have just finished releasing the necessary set of fixes to make it so users should no longer receive those error messages when posting or saving listings and, as far as we can tell so far, it seems that this set of fixes did the trick. If you continue to receive these errors, please let us know by contacting our customer support department.

We are also in the process of releasing a fix for the issue with the custom domains and I will update this thread to let you know when that has been completed. Thanks for your patience!

-Mike

Hi Community,

Update - We have just finished releasing the fix that was written to fix the problem causing some users to receive "store unavailable" messages when accessing their Auctiva stores through their custom domains. Therefore, the Auctiva stores of users that have custom domains should be accessible through those domains now.

If you notice any new issues that have arisen as a result of our update this morning, please let us know by contacting our customer support department. Thanks again for bearing with us!

-Mike