Auctiva--we are looking for a response

Another ACTIVE thread opened on this this morning. Now 5 and counting different threads on this I believe. NONE have responses from Auctiva. Sure makes me wonder how many are writing that have found the forums dead and quit checking them and being told it is isolated issue for just that person. Others may no longer send to support and just work through it because support sure is NOT what it use to be either.

Auctiva, I am not sure how you can continue to TOTALLY ignore this situation. Please give the courtesy of a note at least acknowledging that you see the posts. That maybe possibly you are working on it, that it is not going to be fixed. . something. Throw us a bone here! Other things we want we can survive without but speed on auctiva end is something we can't do work arounds for????

Thanks

Hi Community,

I'm sorry to hear that you have been experiencing these difficulties lately. We have looked into a handful of reports of site slowness that were submitted through our support system, but we have not been able to determine the cause of the behavior nor attribute it to anything amiss on our side of things.

However, it is certainly possible that we will be able to uncover some additional details regarding the source of the problem once we have some additional details to work with, whether the problem lies on our side of things or with other areas of certain connection paths that are taken to get to our site.

If you are still experiencing this problem, please contact our customer support team by mousing over the "Help" tab within your account and choosing the "File Support Case" option.

When you contact us about this, it would be helpful if you can include the results of a trace route to our site as well as a description of what aspects of the site are slow. If you are using Windows, you can run a trace route via the following process:

1) Launch a Run command in Windows by selecting "Run" from the "Start" menu or by holding down the Windows key on your keyboard and pressing "R".
2) Enter "cmd" in the ensuing field and click "OK".
3) Then, in the black DOS window, type tracert www.auctiva.com and press the "Enter" key.
4) Once the results have been generated, you should be able to copy them by right clicking within the window and selecting "Select All", then doing a copy command by holding the CTRL key and pressing "C"

One the other hand, if you are using Mac OS, you should be able to run a trace route by doing the following:

1) Go to Applications -> Utilities -> Network Utility
2) Click the “Trace Route” tab
3) Enter www.auctiva.com and click “Trace”

Thanks in advance for any additional details that you are able to provide.

-Mike

Trying to access my saved listings, this is the trace as requested; also filed Support Case:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.



C:\Documents and Settings\Administrator>tracert www.auctiva.com

Tracing route to auctiva.com [38.102.35.18]
over a maximum of 30 hops:

1 7 ms 5 ms 5 ms 67-204-164-1.bendbroadband.com [67.204.164.1]
2 7 ms 6 ms 7 ms 360-border.bendcable.com [216.228.160.67]
3 6 ms 7 ms 8 ms 67.204.187.63
4 11 ms 11 ms 11 ms por-edge-12.inet.qwest.net [65.121.148.253]
5 28 ms 26 ms 25 ms sjp-brdr-04.inet.qwest.net [67.14.34.42]
6 28 ms 27 ms 27 ms te3-5.mpd01.sjc03.atlas.cogentco.com [154.54.12.
189]
7 26 ms 27 ms 27 ms te2-4.mpd01.sjc01.atlas.cogentco.com [154.54.41.
201]
8 29 ms 27 ms 29 ms te0-2-0-4.mpd21.sfo01.atlas.cogentco.com [154.54
.6.133]
9 30 ms 37 ms 35 ms te8-2.ccr01.smf01.atlas.cogentco.com [154.54.45.
58]
10 31 ms 31 ms 30 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
11 32 ms 32 ms 32 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
12 32 ms 32 ms 35 ms auctiva.demarc.cogentco.com [38.102.193.38]
13 32 ms 31 ms 31 ms auctiva.com [38.102.35.18]

Trace complete.

C:\Documents and Settings\Administrator>

I ran a tracert last week even prior to support suggesting i shut down my router and start it up again. yawn.

no problems with the route...not a network issue.

mike...thx for the response but i am surmising that we all take different routes to auctiva relative to our locations. something is awry after we hit auctiva.

ran another one and here are the results...beginning from when it hops on around cogent:
8 20 ms 22 ms 21 ms te0-2-0-7.ccr22.ord03.atlas.cogentco.com [154.54
.11.145]
9 21 ms 20 ms 21 ms te0-5-0-7.ccr22.ord01.atlas.cogentco.com [154.54
.44.165]
10 42 ms 43 ms 44 ms te0-4-0-0.ccr22.mci01.atlas.cogentco.com [66.28.
4.33]
11 55 ms 55 ms 55 ms te7-8.mpd02.den01.atlas.cogentco.com [154.54.45.
53]
12 87 ms 88 ms 87 ms te8-2.ccr01.slc01.atlas.cogentco.com [154.54.45.
45]
13 91 ms 91 ms 90 ms te4-2.ccr01.smf01.atlas.cogentco.com [154.54.1.1
01]
14 91 ms 91 ms 91 ms te4-2.mag01.smf01.atlas.cogentco.com [154.54.80.
242]
15 88 ms 89 ms 89 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
16 92 ms 91 ms 90 ms auctiva.demarc.cogentco.com [38.102.193.38]
17 90 ms 91 ms 88 ms auctiva.com [38.102.35.18]

Trace complete.

Here is the one run late last night again only starting with the cogent hops:
8 32 ms 32 ms 33 ms te0-1-0-6.ccr22.ord01.atlas.cogentco.com [154.54
.28.73]
9 48 ms 49 ms 45 ms te0-0-0-3.ccr22.mci01.atlas.cogentco.com [154.54
.30.101]
10 58 ms 57 ms 58 ms te7-8.mpd02.den01.atlas.cogentco.com [154.54.45.
53]
11 83 ms 83 ms 81 ms te3-2.ccr01.slc01.atlas.cogentco.com [154.54.3.1
4]
12 83 ms 83 ms 85 ms te7-3.ccr01.smf01.atlas.cogentco.com [66.28.4.19
4]
13 84 ms 224 ms 198 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
14 83 ms 85 ms 83 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
15 84 ms 83 ms 85 ms auctiva.demarc.cogentco.com [38.102.193.38]
16 83 ms 82 ms 84 ms auctiva.com [38.102.35.18]

Hi itsjustme,

I have forwarded the results you provided over to our IT team to aid their investigation, but we are actually not just interested in the results after the connection reaches Cogent. If you can run one more trace route and provide us with the complete results beginning with your ISP, that has the potential to be much more helpful.

We have received several other trace routes so once incomplete result should not hinder our ability to investigate the issue to much, but I figured I should mention this since you are interested in having your results included in the investigation.

-Mike

I have given up even trying to list and this situation has been going on for over a week now. When I wrote to Auctiva they first of all responded with there is no known problems but when I pointed out that there are loads of messages in the community about this problem they wrote and said they were aware of the problem but did not know why. So I am unable to list because the programme is so slow that when I try to upload a listing I lose connectivity and Auctiva's response; just keep paying us and we'll let you know when it's fixed. I'm afraid that Auctiva is now on my Do Not Use list when I'm asked which is the best listing tool for eBay.

AMAZING, ignore it and it will go away!!

Auctiva, this is 6 active threads on this, so there is a problem. Something has changed here, perhaps in an update??? There are tooo many of us actually posting this on forums for it to be just one person.

This appears to be US and UK.

IF you are having issues please post it, do not just write support, put on forums please and please put what country you are in. Perhaps this is isolated to couple of areas.

Auctiva... ??????

and where have all the auctiva customers from the top of this thread gone? They were whizzes and premier posters who have not posted here in years.

i guess its still slow in the uk from artful's comments. there was another person from the uk who complained on another thread and felt some relief last sunday. guess it was short lived.

My tracert from today. Site has been VERY slow for the last week or so...



Tracing route to auctiva.com [38.102.35.18]
over a maximum of 30 hops:

1 1 ms <1 ms 1 ms 192.168.11.91
2 2 ms 2 ms 2 ms host241.sprintsvc.net [65.160.29.241]
3 2 ms 2 ms 2 ms nv-138-210-145-113.sta.embarqnow.net [138.210.14
5.113]
4 4 ms 2 ms 2 ms 206-51-71-169.dsl.lightcore.net [206.51.71.169]

5 6 ms 30 ms 9 ms bb-lsvgnvxb-jx9-01-ae0.core.lightcore.net [206.5
1.69.157]
6 28 ms 28 ms 28 ms bb-snjucacl-jx4-02-ae6.core.lightcore.net [206.5
1.69.161]
7 29 ms 27 ms 27 ms snj-edge-03.inet.qwest.net [65.115.65.81]
8 23 ms 21 ms 21 ms sjp-brdr-04.inet.qwest.net [67.14.34.49]
9 25 ms 25 ms 25 ms te3-5.mpd01.sjc03.atlas.cogentco.com [154.54.12.
189]
10 27 ms 25 ms 35 ms te2-4.mpd01.sjc01.atlas.cogentco.com [154.54.41.
201]
11 26 ms 26 ms 26 ms te0-0-0-4.mpd22.sfo01.atlas.cogentco.com [66.28.
4.149]
12 155 ms 204 ms 29 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
13 30 ms 29 ms 29 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
14 31 ms 30 ms 30 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
15 31 ms 30 ms 30 ms auctiva.demarc.cogentco.com [38.102.193.38]
16 31 ms 30 ms 30 ms auctiva.com [38.102.35.18]

Trace complete.

Hi Mike. the initial hops were all under 10 ms. the long periods of latency (not sure that is the correct term) were all once they reached cogent. I am not sure if cogent is your access provider and or the access provider where your servers are located. Access and egress points are frequently where delays happen. It is expensive; bandwidth and higher grades of service cost more. Those are the areas with greatest contention when resources are tight.

all that said, it seems that those who published are showing higher ms consistently when hitting cogent. my results are similar.

Does anyone know if we need to do this more than once?


Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\pc> tracert www.auctiva.com

Tracing route to auctiva.com [38.102.35.18]
over a maximum of 30 hops:

1 2 ms 2 ms 1 ms 192.168.1.1
2 9 ms 9 ms 7 ms 10.220.128.1
3 9 ms 10 ms 9 ms chrlncmh-qt61.carolina.rr.com [24.93.75.106]
4 53 ms 10 ms 9 ms ae18.chrlncpop-rtr1.southeast.rr.com [24.93.64.6
]
5 16 ms 13 ms 14 ms 107.14.19.18
6 15 ms 14 ms 15 ms ae-0-0.pr0.atl20.tbone.rr.com [66.109.6.171]
7 15 ms 15 ms 16 ms te3-4.ccr01.atl02.atlas.cogentco.com [154.54.12.
109]
8 31 ms 32 ms 34 ms te0-1-0-6.ccr22.ord01.atlas.cogentco.com [154.54
.28.73]
9 54 ms 43 ms 44 ms te0-0-0-3.ccr22.mci01.atlas.cogentco.com [154.54
.30.101]
10 128 ms 200 ms 199 ms te7-8.mpd02.den01.atlas.cogentco.com [154.54.45.
53]
11 83 ms 82 ms 82 ms te3-2.ccr01.slc01.atlas.cogentco.com [154.54.3.1
4]
12 85 ms 83 ms 82 ms te7-3.ccr01.smf01.atlas.cogentco.com [66.28.4.19
4]
13 82 ms 86 ms 84 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
14 87 ms 83 ms 84 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
15 85 ms 83 ms 82 ms auctiva.demarc.cogentco.com [38.102.193.38]
16 86 ms 84 ms 84 ms auctiva.com [38.102.35.18]

Trace complete.

C:\Users\pc>


If there is someone out there who knows what this may mean.. please feel free to share your knowledge.

Thanks

Here is another one:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Administrator>tracert www.auctiva.com

Tracing route to auctiva.com [38.102.35.18]
over a maximum of 30 hops:

1 10 ms 8 ms 12 ms 67-204-164-1.bendbroadband.com [67.204.164.1]
2 6 ms 6 ms 6 ms 360-border.bendcable.com [216.228.160.67]
3 7 ms 8 ms 6 ms 67.204.187.63
4 9 ms 9 ms 9 ms por-edge-12.inet.qwest.net [65.121.148.253]
5 25 ms 25 ms 25 ms sjp-brdr-04.inet.qwest.net [67.14.34.42]
6 104 ms 210 ms 208 ms te3-5.mpd01.sjc03.atlas.cogentco.com [154.54.12.
189]
7 27 ms 36 ms 26 ms te2-4.mpd01.sjc01.atlas.cogentco.com [154.54.41.
201]
8 28 ms 28 ms 27 ms te0-2-0-4.mpd21.sfo01.atlas.cogentco.com [154.54
.6.133]
9 31 ms 32 ms 31 ms te8-2.ccr01.smf01.atlas.cogentco.com [154.54.45.
58]
10 30 ms 32 ms 31 ms te4-1.mag01.smf01.atlas.cogentco.com [154.54.80.
238]
11 32 ms 31 ms 31 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
12 31 ms 32 ms 31 ms auctiva.demarc.cogentco.com [38.102.193.38]
13 32 ms 34 ms 32 ms auctiva.com [38.102.35.18]

Trace complete.

Not sure what they mean but I do know that smaller "ms" is better and 208 & 210 is horrible.

and yet another run around noon eastern time

4 12 ms 10 ms 11 ms tge4-0-2.ar01.clmkohpe.mwrtn.rr.com [65.25.137.2
1]
5 12 ms 11 ms 15 ms ae0.tr00.clmkohpe.mwrtn.rr.com [65.189.140.142]

6 20 ms 20 ms 30 ms ae-4-0.cr0.chi30.tbone.rr.com [66.109.6.68]
7 21 ms 21 ms 23 ms 107.14.17.147
8 559 ms 20 ms 22 ms te0-2-0-7.ccr22.ord03.atlas.cogentco.com [154.54
.11.145]
9 21 ms 20 ms 22 ms te0-5-0-7.ccr22.ord01.atlas.cogentco.com [154.54
.44.165]
10 45 ms 45 ms 43 ms te0-4-0-0.ccr22.mci01.atlas.cogentco.com [66.28.
4.33]
11 56 ms 54 ms 57 ms te7-8.mpd02.den01.atlas.cogentco.com [154.54.45.
53]
12 91 ms 88 ms 88 ms te8-2.ccr01.slc01.atlas.cogentco.com [154.54.45.
45]
13 91 ms 91 ms 91 ms te4-2.ccr01.smf01.atlas.cogentco.com [154.54.1.1
01]
14 93 ms 91 ms 91 ms te4-2.mag01.smf01.atlas.cogentco.com [154.54.80.
242]
15 89 ms 93 ms 91 ms vl3506.na41.b015947-1.smf01.atlas.cogentco.com [
38.20.48.58]
16 93 ms 94 ms 93 ms auctiva.demarc.cogentco.com [38.102.193.38]
17 93 ms 91 ms 89 ms auctiva.com [38.102.35.18]

Trace complete.
posted this just after having major issues getting to auctiva

a little help understanding what these tracerts mean:

+ The number on the far left is the hop number.
+ The next three numbers (with 'ms' after each one) is the length of time, in milliseconds, it takes for your computer to receive a response from the computer you are trying to contact.
A high value, for example greater than 50 ms for broadband (dial-up is no longer supported), indicates that traffic is slow, and can cause latency or 'laggy' play.
+ Asterisks (*) indicate that your computer did not receive a response from the computer you are trying to contact at all, which may keep you from reaching your destination. an alternate route or hop may prevent failure.
The final piece of information is the DNS (or 'name') and/or the IP number of server you are trying to contact on this hop. If you did not receive any responses from this server, you may receive an error message such as 'Request Timed Out' or 'Destination Host Unreachable'. (you can also get this anywhere on the route of one of the hops/highways needs repair.

I was finally able to upload pictures after I switched to Google Chrome. However, now I have a problem with not being able to work with fonts. Also, it is much slower than it had been in the past before all these problems started for me last Thursday. I hope the techs at Auctiva are able to find a reason and solution for all this soon.

Hi Community,

Thanks for continuing to keep us apprised of the problems you are seeing related to this thread. While we have still not been able to determine the root cause of whatever is causing some users to experience site slowness, we have received quite a few trace routes from users that are affected and we are still investigating the situation.

We appreciate everyone's willingness to contact us with the trace route information we have requested and we hope to be able to find out more about what is causing this problem in the near future.

In the mean time, if you are experiencing severe site slowness and you have not sent us your trace route information already, it would be great if you send those details to our customer support team by mousing over the "Help" tab and selecting the "File Support Case" option.

-Mike

Hi,
For what its worth, I stopped filing support requests years ago - they did no good. We all went through something like this a couple of years ago when the description box in the middle of the listing took well over a minute to load, while the rest of the page was there. Same excuses and fixes as for this problem and then one day it all worked properly. For me the time between clicking the save as new to getting a new listing screen is 40 seconds. This is slow to me as two other sites I sell stamps on, use their own online uploader and listings take 3-5 seconds to save and get new. I do use Opera as my browser and its only lately that Opera has worked with Auctiva. There used to be XML errors, and maybe when they fixed that issue, it caused another problem. If your listings are taking more than 40 seconds to save, maybe you should look at another browser. I'm using an ancient machine with only 256K of memory, but I suspect it would be no better on one of my other machines