Posting Issues / Generic Error Messages (1/9/08)

auctivamikedAuctiva Customer Support Manager

Hi Community,

As many of you have noticed, we experienced a technical problem while conducting database maintenance that caused our database to be unavailable for an extended period of time. The Auctiva website should be available again as of about 8:30 AM PT. However, the site may be slower than usual for a while as our database returns to normal.

There are a number of listings that got stuck in "Posting" status because they were scheduled to post while our database was still down. These listings are going to eventually fail to post, so you are welcome to try posting them again without worrying about ending up with any duplicates. We are running a service right now to update the status of those items from "Posting" to "Failed".

As our database returns to normal, many users may also receive generic error messages that contain long strings of numbers while navigating the site, most likely while trying to view the Closed Listings and Transactions page. We expect that these error messages will clear up within about an hour.

We apologize for any inconveniences these issues are causing. I will post further updates on this situation to this thread as additional information becomes available.

-Mike

1/9/099:22 AM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - I just spoke to our engineering team about this situation a bit further and have verified that the listings that show "Posting" status on the Scheduled Listings page have been marked to fail in our database. The statuses of those items on the Scheduled Listings page will change from "Posting" to "Failed" as soon as our database cleanup gets finished up.

We aren't sure how long it will take for the issue causing users to receive error messages while navigating their Auctiva accounts will be resolved, but it sounds like it will likely take anywhere from 30 minutes to 3 hours. I will post again to this thread if I receive any additional information on this.

We appreciate your patience as we deal with this difficult situation. If you have any additional questions or concerns, please feel free to contact our customer support team using the web form on the following page of our site: http://www.auctiva.com/help/requesthelp.aspx

-Mike

1/9/0911:49 AM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - While listings have been posted through our system for the most part since about 10 AM PT, there are still some current listings that are getting stuck in "Posting" status when users try to post them. Whether or not those listings may still post depends on how long ago you initiated the post attempts and your retry interval.

If these listings were scheduled to post more than 5 minutes plus the retry interval ago, they listings are going to eventually fail to post, so you are welcome to try posting them again without worrying about ending up with any duplicates. We are running a service right now to update the status of those items from "Posting" to "Failed".

The retry interval for listings that are posted using the “Post” button is 14 minutes. The default retry interval for scheduled listings is 30 minutes, but you can choose longer retry intervals from the drop-down menu on the scheduler page.

Our engineering team is still working to get the issues with our database that have caused all these problems resolved, and I will post further updates on this situation to this thread as additional information becomes available.

-Mike

1/9/091:36 PM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - I still don't have much new information to share but, since it has been a while since I updated this thread, I figured I'd chime in and let you know our engineering team is still working to resolve this problem and that I still intend to update this thread as additional information regarding this situation becomes available.

We are in the process running an operation on our database that is necessary to resolve these problems, but there is currently no way to tell how much longer it will take to complete. I will post again to this thread when I have more info to share.

-Mike

1/9/092:43 PM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - We are still waiting on the database process I mentioned previously to finish running, but we still can't tell exactly how long it will take to complete. If we cannot get this issue resolved, we will most likely be taking the site down at 9 PM PT tonight in order to let the process finish running while customers aren't hitting our database. This should ensure that our site is fully functional by tomorrow morning.

If you have any listings scheduled to post after 9 PM Pt tonight and we end up having to do this, those listings will fail to post because our database will not be online when the posting times come up. Therefore, you may end up having to reschedule any such listings.

If it comes to this, we will do our best to put up a site alert prior to taking the site down to let users know in advance. I will also update this thread if any new information regarding this situation becomes available. Thanks for bearing with us.

-Mike

1/9/095:34 PM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - It does appear that we are going to be taking the Auctiva website down tonight in order to get the problems that have been plaguing us today resolved but, as anyone can tell by the time I’m posting this message, it will not be happening precisely at 9 PM PT. I will update this thread again once we get the ball rolling and I have some additional information to share.

-Mike

1/9/099:34 PM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - We have managed to keep the website up during our database adjustments but we are aware that some users are seeing error messages and having trouble posting. Our engineering team is still working to have this resolved as soon as possible.

-Mike

1/9/0911:50 PM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - Our engineering team is still working on our database and things are starting to look better than they did yesterday. However, while the site is still running for the most part, there are some slow parts on the site that may produce errors and some listings are failing to post.

Most of our services that import data from eBay to Auctiva have been turned off while we have been doing this work, so you may notice that your Active Listings, Closed Listings, and Transactions data is not staying up to date. We will be turning those back on once our database performance is back to normal and then that data will resume importing again.

I will post further updates on this situation to this thread as additional information becomes available. We apologize for the inconveniences this issue is causing.

-Mike

1/10/098:39 AM

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auctivamikedAuctiva Customer Support Manager

Hi Community,

Update - I am pleased to report that we have just finished the work we've been doing on our database, so the performance issues described in this thread (posting problems and site slowness) should come to an end here shortly. We have also restarted our services that import data from eBay to Auctiva so new data should start coming into your accounts once again.

Thanks for bearing with us during this whole ordeal. If you have any additional questions or concerns, please feel free to contact our customer support team using the web form on the following page of our site: http://www.auctiva.com/help/requesthelp.aspx

-Mike

1/10/0912:07 PM

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auctivajeffAuctiva CEO

Around 12:30 we found and fixed the original cause of the slow posting listings and fixed it.

The database index rebuild also completed around noon and the site should be running quicker again.

We're cleaning up a few things and restarting the automation that processes your ended listings and other thing such as leaving feedback and those should start happening and clearing out of the queue over the rest of the evening and things should be back to normal then.

I'd like to apologize for the inconvenience this has caused. We'll be holding a post mortem this coming week to review and put any processes in place that might help something similar from occurring.

1/10/092:17 PM

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