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Various Scheduling / Image Selection Errors (5/6/09)

A auctivamikedAuctiva Customer Support Manager
Hi Community,

As many of you may have noticed, we are currently experiencing some technical problems that are causing a variety of abnormal behaviors on the Auctiva website, mainly surrounding scheduling and uploading/selecting images. The main issues we are seeing reported by users at this time are as follows:

1) Errors are occurring when clicking the "Upload" button on the uploader page; most commonly "Done, with errors on page"
2) Numbers not showing up when image thumbnails are clicked in image selector
3) Inappropriate currencies showing up in “Currency” drop-down menu and in previews
4) Scheduling problems - errors occurring when "Schedule" button is clicked and calendar not showing up when "Posting Date" field is clicked on scheduler page

Our engineering team is currently investigating these issues and they will be looking into any others that are reported moving forward as well. We're not quite sure why these problems are occurring at present, but we're certainly doing everything we can do to get them resolved as soon as possible.

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

-Mike
Last edited {1}
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A auctivamikedAuctiva Customer Support Manager
Hi Community,

Update - We are still looking into these issues but we are hoping some of you can provide some additional information that may help us track down the cause of these problems and come up with a solution. If you are still experiencing any of these problems, it would be helpful if you can contact our customer support team with the following information or post it in a reply to the community forum thread located at https://community.auctiva.com/e...365109501#365109501:

1) Confirm which browser and version you are using.

2) Let us know which ISP you are using.

3) Let us know what errors are occurring on the page. In Internet Explorer, you should be able to do this by clicking the error icon that shows up in the bottom-right corner of the browser footer bar. If you are using Firefox, you should be able to find this information by selecting “Error Console” from the “Tools” menu.

4) Confirm the URL (web address) of the page on which the error is occurring. This will begin with http://www.auctiva.com.

Thanks in advance for any of this information you are able to provide. I will post further updates on this situation to this thread as additional information becomes available.

-Mike
Last edited by auctivamiked
A auctivamikedAuctiva Customer Support Manager
Hi Community,

We would also be interested in seeing trace routes to ajax.googleapis.com from any users that are experiencing these problems. If you are encountering any of these problems, can you please run a trace route to ajax.googleapis.com and paste the results in a reply to the following thread: https://community.auctiva.com/e...=474100601#474100601 ? This can be done via the following process in Windows:

1) Select "Run" from the Windows "Start" menu.
2) Enter "cmd" in the ensuing field and click "OK".
3) Then, in the black DOS window, type tracert ajax.googleapis.com and press the "Enter" key.

Thanks in advance if you are able to provide this information. We think that users with certain ISP's and geographical locations may be encountering these problems due to connectivity issues.

-Mike
A auctivamikedAuctiva Customer Support Manager
Hi Community,

Update - After reviewing all of the complaints of this nature that have come in, it appears that the most likely cause of these issues is the inability of customers with certain ISP's and geographical locations to connect to ajax.googleapis.com, which is necessary to many of the functions on our site.

Since there isn't anything we can do to correct that connectivity problem, our engineering team is working on reconfiguring those functions so they do not require connecting to the Google API and we hope that the users who were being affected by this problem will no longer see these technical difficulties thereafter.

I will post further updates on this situation to the following thread as additional information becomes available. Thanks for bearing with us as we deal with this difficult situation.

-Mike
A auctivamikedAuctiva Customer Support Manager
Hi Community,

Update - We have just implemented a fix that we believe will address most if not all of the issues discussed on this thread, so our hope is that those of you who were suffering from these problems will now be able to use your Auctiva account effectively once again.

There is a possibility that we will need to make some additional updates to fully resolve these problems as long as this connectivity issue between the affected group of UK customers and the Google API remains ongoing, so please let us know about any new issues you might encounter by contacting our customer support team.

You can reach our customer support team at any time by completing the web form on the following page of our site: http://www.auctiva.com/help/requesthelp.aspx

-Mike
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