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Site Down 9/26 6:00am - 8:30am PDT New Features Release

auctivakevinkauctivakevinkVP Engineering
As Cara has pointed out in the News Forum, we'll be taking the Auctiva website and services down on Wednesday morning from 6am - 8:30am to put out our latest new features.

This specific thread is here for you to let us know about any issues or bugs that arise from the release. We'll have a different thread to chat about the new features.

Thanks,

-Kevin
Last edited {1}
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S suthrnjewlMember
Minx41...whenever maintenance is being done on Auctiva, your scrolling gallery will not show any items as it slows the maintenance down.

Once maintenance is over, all will be as before.

I, too wish I'd known it wouldn't be the usual maintenance time. I wanted, needed to work on getting some auctions up and running.

Please tell me this isn't going to be any automatic additions to our auctions such as the counters and public stats as happened once before.

Thanks,
Donna
M minx41Member
quote:
Originally posted by Suthrnjewl:
Minx41...whenever maintenance is being done on Auctiva, your scrolling gallery will not show any items as it slows the maintenance down.

Once maintenance is over, all will be as before.

I, too wish I'd known it wouldn't be the usual maintenance time. I wanted, needed to work on getting some auctions up and running.

Please tell me this isn't going to be any automatic additions to our auctions such as the counters and public stats as happened once before.

Thanks,
Donna

Thanks Donna for your quick reply, everything looks a bit squiffy at the moment so I will wait until the maintainance is done and see if it all goes back to normal, Margaret
auctivakevinkauctivakevinkVP Engineering
The site should speed up shortly. When we come back online, there are a lot of requests to the site that slow everything down. Some features we have need to rebuild their cached data as well and this causes an initial slowness when the site comes back online.

We are monitoring everything to make sure nothing went wrong with the release that is causing site slowness. Will let you know if we do discover anything.

eBay giving works is on our project list. However, I don't have a definite date for this. The one positive side in regards to this feature is that eBay now allows you to revise an item and add Giving Works options. This was previously not an option through eBay.

-Kevin
auctivakevinkauctivakevinkVP Engineering
We are looking into the tax rate issue. This is a new feature that allows users to use the tax rate settings specified by their eBay account, on eBay.com.

Also looking into the image reports.

Your profiles and seller details that were saved previously should still have all the data they originally had. I would make sure to NOT resave anything if it does not properly display when you edit it.

-Kevin
E eargearMember
Problems we've seen thus far:
1. API Errors stating Tax beyond allowed amount. Problem with this is, we haven't implemented any taxes to our listings.

2. Images are without ability to be removed from saved listings. When you do click remove, the gallery picture goes blank.

3. Link for checking status of a case appears to have disappeared. None of us see, it...probably right in front of us???
W wimomMember
AUCTIONS NOT POSTING TO EBAY! Cannot get any response to this! I went in and listed an auction (or tried to) 4 times and it won't post to Ebay! Cannot get any help on why this is happening or due to the maintenance. If it's happening to me, it's got to be happening to others. Nothing is wrong on my end - everything's up to date (tokens), everything - anyone else not having any auctions post to Ebay?
auctivakevinkauctivakevinkVP Engineering
The image issue is happening for anyone who has specified a "custom gallery or eBay header image". If this is the case for one of your saved listings, I recommend not saving or posting it at this time. We will have the problem resolved shortly.

If you are using a gallery or eBay header image that is the same as one of the images already displayed for your auction, there should not be a problem.

-Kevin
S solidasarock7 (Guest)
if I keep trying to post, and they dont show up, will they all popup at once on ebay when the issue is fixed? b/c I may not want all the ones I have tried and if so I dont want to keep trying to post , if they are all going to show up.

how will I know the issue is fixed? without continuing to try to post?
L ladyrenoMember
Everyone needs to be sure their auctions are set up for the correct curency. When I was making a new ad it had the C$ sign as the default symbol. I changed it to $ and hopefully that's for USA dollars. I think the default should have been $ since Auctiva is located in the USA. There's no way for me to delect photos when I'm using a similar listing to create a new one. I don't have a "Delete" to click.
S segoMember
People, calm down. Get your listing ready on Microsoft Word. That's what I am doing now. I can still upload my pictures, get them ready as soon the site is up and running.

If you would like to complain so much, why don't you switch to a PAID service. It's not like other services are 100% perfect.

Someday your internet connection may be down (EVEN when you PAY your bill on time).
E eargearMember
EVERYONE...STOP...give the Auctiva Team some time to fix it. They are working their tails off. They'll get it fixed. Just take a chill pill, relax a moment. Everyone crying about tax API errors, listings not posting...just hold up a bloody moment n' it'll go again. It's not as fast as we'd like I understand, but Auctiva is by golly, made of humans, n' just like you working on the lawn mower, it takes a moment to get things fired back up!
auctivakevinkauctivakevinkVP Engineering
We're running an update to resolve the issues with images. (Can't remove, ebay header image is blank, etc).

Unfortunately, this update is on the database and is causing everything to slow down a bit. Customers are probably noticing timeouts sporadically as they navigate around the site.

The ETA for completion of this update is 10 minutes.

All other major reported issues should be resolved except for the tax table problem, which is continued to be investigated.

-Kevin
W wolfmanwillieMember
quote:
Originally posted by solidasarock7:
hey wolfman , Theyll fix it. chill


Rock, glad you have time to sit & "chill" - some of us have to work for a living and try to squeeze in a bit of this stuff while we're on break or lunch hour. Can't do that if the site doesn't work. I have been coming back to this all morning and it still isn't fixed - after he said it was...
auctivakevinkauctivakevinkVP Engineering
quote:
Originally posted by solidasarock7:
Please tel me if the ones I have been trying to post will all pop later.
thanks


Check the scheduled listings page. If they are marked as an error (possibly tax table API error?), then they will not retry and post later. You would need to reattempt the posting.

If they are in the "posting" status, it would be best to wait 15 minutes and then see if it is now correctly flagged as posted or failed.

-Kevin
S segoMember
quote:
Originally posted by wolfmanwillie:
quote:
Originally posted by solidasarock7:
hey wolfman , Theyll fix it. chill


Rock, glad you have time to sit & "chill" - some of us have to work for a living and try to squeeze in a bit of this stuff while we're on break or lunch hour. Can't do that if the site doesn't work. I have been coming back to this all morning and it still isn't fixed - after he said it was...


Here's what I suggest. Post your listing on eBay, just like regular through eBay. Use "List Similar" or whatever you can do. Once you're done with that, you can later on add images from Auctiva to your listing. If you're really desperate in listing some items, you have to find other ways to do it.
P patchworkgypsydesignsMember
I'm not here to complain since I know this is a free service... But it is just my luck that after weeks of getting organized, I stayed up until 4 in the morning last night getting my VERY FIRST batch of auctions ready to schedule, and they don't post... I didn't want to have auctions ending in the middle of the night, but that would have been better than no listings at all...

I'm showing the tax error and cannot get in to even view my listings. I listed one before midnight, offering free combined shipping, and would love to have potential buyers able to see that I do indeed have other items for sale, while that listing is showing on the first "newly listed" page! I hope this gets resolved soon!
auctivakevinkauctivakevinkVP Engineering
I appologize about the 10 minute ETA that was posted earlier. Due to heavier volume on the website, the update is taking much longer than expected.

If the update does not complete in another 10 minutes I will do what I can to stop the update and we'll look into another method of resolving the issues people have had with gallery and ebay header images.

-Kevin
A andrea313Member
I can't get images to load with Firefox. In IE all SEEMS to work okay (if slow) BUT I cannot SAVE, SCHEDULE OR POST a listing. Get an error & have to start all over from scratch. If you can't SAVE, SCHEDULE OR POST, what's the point of having the site up at all? It's an exercise in frustration. I'd rather have the site down altogether than to have to keep trying every 1/2 hour to see if it's working... and finding out that it's not. Frown
Y ybsMember
Kevin,

I'm sorry you are being bombarded with questions, but I was wondering if it would be at all possible to actually take the site down to help the update process? I'm sure 95% of users right now will just continue trying to edit listings and further slow the servers and database. Since the site is unusable right now, wouldn't it make sense to just take it down and push the fix?
auctivakevinkauctivakevinkVP Engineering
I agree andrea. I'm thinking about the options I have right now and one option is to completely bring the site down and run our update while we're offline.

This was a human error on our part. This update should have been run before we came back online this morning. However it was missed and we elected to run it while the site was up and running, which has caused major site slowness issues.

On another note, we have found the remaining issue with the tax table API error. This fix will be going out shortly. I'm hoping that once there are less errors in the scheduling process the update mentioned above will be able to complete.

In no way should our site still be down right now, especially due to the increase in volume due to the season and ebay listing discounts. We are doing everything we can to get back to a stable state.

-Kevin
P priceriotMember
I'm not able to access my saved listings, so I'm going to take a break for awhile.

I'll be uploading them tonight -- assuming everything's back to normal.

Until then I'm going to get out of here and let them work. Might be good advice to everyone. No use paddling upstream in the rapids when there's smoother waters ahead. A few words of wisdom worth about 1 cent after inflation. Smile
B brendaMember
Agreed, at the end of Ebay's free listings, very bummed. And in daytime hours, very bummed about that ... should have been done between 3am and 6am. Posted two listing, never showed up, checked scheduled - both listings are there saying there were errors regarding TAX ... Can not access either listing now AND at the end of posting system stated listings were posted successfully. How do I get to these listings? I put alot of work into them ??????

B
S scholartimeMember
quote:
Originally posted by Auctiva Kevin K.:
Won't go into technical details, but we're reverting the update that was slowing the site down. Will post when I have more info.


Thanks, Kevin. I love the site and am grateful for all you guys do. You rock! But, see post #2 on p. 1, right after your original post.

I posted that message about the poor timing hoping someone would see it and hold off on the release...so we can take advantage of the rest of eBay's listing sale.

Here's hoping for the best!
B 777blessingsMember
We really appreciate all the new things you do and the fabulous customer support. BUT can you explain why you would schedule a change such as this at the most crucial time for us to get our listings in before the end of the month. It seems that there is some limited thinking on your timing. Any changes should take into consideration things that are going on outside of Auctiva. Since eBay is one of your larger customer bases, it seems that when you have your meetings and discussions on when and how to do changes you would look at the bigger picture.
Although the changes will be great and very much appreciated someone missed it on the timing of doing this.
We know that change will create some small glitches but it is now almost 4 hours after your determined time of finishing up. For us on the West coast at least we are 3 hours behind the East coast, but still for so many who use eBay as a full time income, I am not sure all factors were taken into consideration when making this decision. I know that we don't have all the knowledge here about how these things work, but really at "THIS TIME??????
Just some thoughts for the future. Hey do you want to hire me to help you look ahead at at the scenarios :0). LOL
Blessings
Sherry
auctivakevinkauctivakevinkVP Engineering
I know this usually sounds like a generic solution that never works, but it's possible that due to the downtime we've had over the morning, your browser has "cached" the auctiva.com site as being down.

For those that can't log in, I would suggest clearing your browser cache and then retry. Let me know if this resolves the problem.

The sellers details problem may actually be a caching issue as well. There are javascript files on that page that your browser may have an older version of because of a bug on that page that doesn't specify that we need to expire the cache when we do a release.

Let me know if you need info on how to clear your browser cache.

-Kevin
P priceriotMember
quote:
Originally posted by ybs:
Kevin,
Cleared browser cache in Firefox... I am able to get to my saved listings. Opening a listing errors out with the normal "An error has occurred during the processing of your request. Please try again or file a support case if this problem continues." Site slowness is obviously still there.
Thanks,
Mike


Yes, this is my experience as well.
auctivakevinkauctivakevinkVP Engineering
In response to the timing of our release...

There is never a time we can do a release and make everyone happy. With customers in the UK, AU and US, we have users actively using our site 24/7.

That being said, there are definitely days and times that have less usage than others. We specifically do our weekly maintenance at one of the lowest traffic usage points of the week.

Right now, eBay activity is on a major upswing, as it is every year in the months preceding Christmas. We wanted to get this release out as early as we could this month to try and not interfere with the holiday posting rush, which is only going to increase over the next few weeks.

Many people will feel we should have waited 1 more week to wait for the listing discount period to be over. Looking at our statistical data, we felt that listing activity would remain about the same in the coming weeks, despite the discount being over. We then made the decision that the earlier date would be better to ensure that if we have to do any follow up releases to fix bugs they could be done as quickly as possible in this high volume listing season.

The decision on time of day was probably too optimistic on my part. Unfortunately, I needed to have all of my developers and support staff in the office today to make sure they could investigate issues as they arose. Given the size of our staff, I was not able to get enough people into the office in the middle of the night and had to set the release time to start at 6am Pacific time. Ideally, I would have liked to have started at 3 or 4am.

The site was targeted to be back up and running at 8:30am Pacific time and this actually was accomplished. What added an additional few hours of delays and site slowness was the mistake we made with a database update not being included during the scheduled downtime. We made an on the fly decision to run the update to fix errors on the website for certain users. In retrospect, it would have been better to not run that update until maintenance time (middle of night). Of course the users who were affected would probably think otherwise. Smile

Anyway, I hope this gives you some perspective from our side of things. We do spend a lot of time planning out the best strategy for a release and sometimes have to live with the fact it will impact some users.

I apologize for any problems this has caused you today.

-Kevin
H homeandgardenaccentsdotnetMember
I see that we can now schedule listings for the future from the closed listing page, but when I schedule them it does not mark those listings as scheduled. Is there going to eventually be something on this page today to mark the scheduled listings like on the new listing page so we can keep up with what we have scheduled and not have to go back and forth from page to page?

Also I know I had many listings on the closed listing page that were already relisted and had a link beside them that showed they were relisted. Where did this go? I don't want to have to search my eBay store through a thousand items to see if I have already relisted an item or not. Is this something that will be updated today so we know what listings we have relisted?
C couturecostumesMember
The site is obviously not working properly cause I am unable to complete any tasks I have tried so far.

The big issue seems to be that Items that were scheduled to post at 9 am today are showing error in AVI tax or something like that. But when I try and edit the listing it just keeps kicking back to an empty "create a new listing" screen?

Does someone have an eta on when the site is going to be fully functional? Any work arounds I can try in the mean time? This was poor timing being the end of the month and crunch time for Halloween!!

I will be eagerly awaiting assistance!!
K kerrytMember
I had two Halloween items to list. The first I did so with no problem. Then I began to use the template from that and build another ad for the second item. I typed new title and description, then my pictures wouldn't load (system just locked up sort of)so I saved that listing and decided I would try and finish later. I just logged on to finish it, but nothing of what I typed in was saved at all. It's just a template from the first ad.
E eargearMember
Kevin,

seems like I can do everything except post listings now. I've been posting trouble free for months. Message I get is this: "The following 1 listing(s) were unable to post because they did not pass validation and need to be edited before posting:

"Green 4GB Mp3/Mp4 Media Player w/ Video & Photo LCD 4G"

I've gone through the listing, everything is set as it was prior to this Auctiva update. Please advise.
S susieMember
Our single default template somehow is affected by this update:

1. The Photo's, which I have set as "paired" in virtually every listing now put the "single" photo on the bottom rather than the top. This affects all our odd number of photo's such as 3 photo's, 5 photo's etc.

For example, if we use 5 photo's in a listing we used to have the top photo all by itself on top and all other photo's as paired underneath that top photo. Now the first 4 photo's appear as 'paired' and the remaining photo is under these paired photo's. Having this single photo on top of the listing with the other paired photo's really seemingly helped our marketing of expensive designer clothing. We would appreciate a return to before this upgrade.

As another matter we have been running this eBay business for over 7 years and would dread to go back to any eBay tools or MarketWorks. Many of you are complaining over a few hours, and possibly a day or so of rollout problems. Heck, eBay puts out things like Turbo Lister which nearly put us out of business over a long long period of time. If you truly think Auctiva is so horribly bad, just click into eBay and list there. And please post your complaints on eBay discussion telling how Auctiva has ruined your only time to post listings such as a lunch hour when you list or even a whole day. No matter what your problem there, it will fall on deaf ears 99% of the time. Hopefully, posting there will prevent other complainers from coming over to Auctiva It is truly unfortunate when we all depend on eBay for a living to have things like this happen but it does and will continue to.

I would hate to lose Auctiva for they have increased our income and time spent.

Ronald
H hdesignzMember
Most of the new changes are nothing that I use, but I'm happy to see that Auctiva is keeping up with the changes on eBay. Hopefully, things will run smoothly, but I will report if anything comes up.

The only issue I am having is that when I can not see any of the listings I have made that are filed under "No Folder". That's a problem. And when I choose to view "All Listings", items with "No Folder" do not show up and the listings that are on pages 2, 3, 4, 5 etc. show a blank screen when I click on 2, 3, 4, etc.

Sometimes I can see all my listings and sometimes I can not. Right now, I can not see any of them, but this may change in the next 5 minutes and then change back to being unable to see them 5 minutes later.

This seems to be an intermittent problem as I have revised my message a couple of times. Wink

Thanks!
Last edited by hdesignz
S solidasarock7 (Guest)
auctiva checkout is not communicating with eBay to mark items paid.
this is very frustrating, I have go in and look through my receipts and manually mark stuff paid. I sell alot of stuff this is creating quite bit of extra work for me.

can somebody look into this please?
H homeandgardenaccentsdotnetMember
quote:
Originally posted by homeandgardenaccentsdotnet:
When searching through my saved listings by folder it is telling me that I have no saved listings. I have tried every folder I have set up and nothing is showing. Is this yet another known problem going on?


I just saw someone else is having this same problem. They were told that it was something to do with the commission and no cosigner or something like that. I don't have anything to do with commissions set up on my account so this would not be a problem with my account at all.
D dreamlingerieMember
I have a question and need someone kind to help me, thanks: It is about the problem in posting listings, when I'm in the page of saved listing, I put a check mark next to one listing, then click the "Post Now" button above, in this case, there will appear some words like this "The following 1 listing(s) were unable to post because they did not pass validation and need to be edited before posting" and couldn't be posted. However, if I use another method: click the link of this listing and come into the page of creating, then click the button "Post" at the bottom, it will be successfully posted. Is anyone could tell me why this situation occured, and what is the difference between this two methods. A response will be very appreciated, thanks.
E eargearMember
I too am experiencing this, except I can't post no matter any method attempted. I get the death message of "The following 1 listing(s) were unable to post because they did not pass validation and need to be edited before posting" in red letters. Wasn't until the update yesterday (9-26-07) that this occured. Posted beautifully in the past. Auctiva...advise and/or fix ETA?
M meganswayMember
When I click on any of my folders most of the time I get No Saved Listings Found.

When my listing do come up I notice there are only 3 drop down menus. The times I get the no saved listings found there are 4, the 4th is Consignment Status - saying No Contracts Found, Needed.

I do not sell on Consignment and have not made any changes to my acct.

Anyone have any ideas, thoughts, suggestions, help...!!
A adreamgalleryMember
improvements have caused changes to templates, they do not align as in the past.

specific example:
we use a template with image alignment "paired" and "right". we use an odd number which used to align the images so that image 1 was centered on top and remaining images were paired below image 1 (layout only aligns that way when using an odd #) well now images align so that the LAST image not FIRST image is centered/not paired.

this is a problem because we have based our style and look on the previous layout/alignment.

closest fix is modify the template so that images are "paired" "top and right" but this isnt perfect because the top image has no border, cannot be enlarged, and on the left of the image you can see where edge of image meets template.
L lynn5025Member
Mike where are you? We need your help.

There is a serious problem with the templetes posting to eBay. Some of them are posting GIANT SUPER SIZED causing the buyer to have to scroll right and left in order to see the listing. Eek I have contacted the help desk on this, but they haven't even responded to other issues during the last two days. They seem to have just gone "poof" (like the saved istings did the other day). Big Grin

Please come back and help fix this.

Also, maybe you can wave your magic wand again and make the help desk reappear like you did with the saved listings the other day.

Any help you can provide would be appreciated. Smile
A auctivamikedAuctiva Customer Support Manager
Lynn,

The support desk has not gone "poof", and can be reached by clicking the "File a Support Request" link on the right-hand side of our help page. Our QA department is currently looking into the template problem you have reported and we will follow up with you via your open support case as soon as we have some additional information to share.

Adreamgallery,

If you have not already done so, pleas efile a support request regarding the problem you are experiencing using the appropriate link on our help page, http://www.auctiva.com/free-auction-software-help/help.aspx, and we'll be happy to assist you.

-Mike
C canadianblueMember
quote:
Originally posted by Auctiva Kevin K.:
LadyReno -- We now support eBay Canada on our lister page. Make sure the site choice at the very top of the lister page specifies "United States". The currency choice should only be available if you have "Canada" selected, in which case eBay allows users to post to eBay Canada in either Canadian or US currency.

-Kevin


Hi there,

I have selected eBay Canada and US currency as my default settings, but despite many attempts, the currency continues to show in Canadian funds on all my new listings. Any ideas on what I might be doing wrong? Thanks so much!
C canadianblueMember
I have selected Canada. When creating a new listing within Auctivia, there is an currency option pull down menu. One option shows Canadian but the other just has a $ sign. US funds does not show as an option. When I post the auctions, they all list in Canadian funds, even though I have selected US funds in my preferences. Frown This wouldn't be a problem, but when ebay has listing sales for ebay Canada only, all my listings need to be on that site, not ebay US. Otherwise, I would just select United States as my preferred site in Auctiva preferences.

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