davidrb84 Posted October 1, 2018 Share Posted October 1, 2018 we're getting errors on job log, update, and cancel jobs. Again. We're going to start recording the errors so we can see if there's a pattern. We currently cannot create new requests Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 I get an error as below The support portal shows successful pings from all resources Link to comment Share on other sites More sharing options...
TrevorKillick Posted October 1, 2018 Share Posted October 1, 2018 @davidrb84 One of the services that supports your instance stopped responding and needed to be restarted, this is the same issue that affected your instance last week. We are currently investigating the root cause of this in an effort to prevent this from happening again. Apologies for the inconvenience, we will provide an update on the issue as soon as we have one. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 I believe last time the infrastructure team found an issue with the indexing service? Link to comment Share on other sites More sharing options...
TrevorKillick Posted October 1, 2018 Share Posted October 1, 2018 @davidrb84 That's correct, this issue again was affecting the indexing service. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Jeremy Posted October 1, 2018 Share Posted October 1, 2018 @TrevorKillick We are experiencing issues again, please can this be checked again for us. Link to comment Share on other sites More sharing options...
TrevorKillick Posted October 1, 2018 Share Posted October 1, 2018 @Jeremy Please accept our apologies for the ongoing issue is had gone again we monitoring your instance and the service is being restarted as soon as the issue is identified typically instantly. This has been escalated internally with our platform team and is being looked into with a matter of urgency as soon as we have any further update we will let you know. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Jeremy Posted October 1, 2018 Share Posted October 1, 2018 @TrevorKillick Has this just happened again? Link to comment Share on other sites More sharing options...
TrevorKillick Posted October 1, 2018 Share Posted October 1, 2018 @Jeremy, unfortunately, it has, I am trying to find out if there is anything we can do in the short term to address this for you. The infrastructure team are still investigating a configuration change that could help and Pamela should be in contact shortly with some settings to disable which we believe should have a positive effect. We are still investigating the root cause as well. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Posted October 1, 2018 Share Posted October 1, 2018 @Jeremy Could you check for us if these Service Manager settings are enabled please and if they are could you please disable them and see if that helps. In the meantime we will continue investigating Thanks Pamela Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 @Pamela We had top and bottom enabled, both are now disabled. Link to comment Share on other sites More sharing options...
Guest Posted October 1, 2018 Share Posted October 1, 2018 @davidrb84 @Jeremy Could you ask the users to log requests and see if they are able to do so now please? Thanks Pamela Link to comment Share on other sites More sharing options...
Jeremy Posted October 1, 2018 Share Posted October 1, 2018 @Pamela We think that this service was just down again, as we had some error messages appearing about not being able to talk to the server. Link to comment Share on other sites More sharing options...
Guest Posted October 1, 2018 Share Posted October 1, 2018 @Jeremy Ok we will have a look this side and get back to you Thanks Pamela Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 @Pamela looks like we're getting this intermittently still, let us know if we can provide info/logs/etc. Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 Just for reference, error below received when cancelling a request as duplicate a few moments ago. Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 replicated actions exactly 30 seconds later and this succeeded with no error. Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 For completeness this is still ongoing, errors on multiple attempts, usually successful after a few minutes of several attempts. For context, we're logging (or trying to) ~3-500 requests a day at the moment. @Pamela Link to comment Share on other sites More sharing options...
Guest Posted October 1, 2018 Share Posted October 1, 2018 @davidrb84 We do apologise for the inconvinience but we are still looking into this one for you Pamela Link to comment Share on other sites More sharing options...
davidrb84 Posted October 1, 2018 Author Share Posted October 1, 2018 thanks @Pamela appreciate your continuing to look, so you know I'll be sending the team home a little early tonight as they're having so much trouble logging (about 5). I'll continue to monitor this post though this evening. Link to comment Share on other sites More sharing options...
Guest Posted October 1, 2018 Share Posted October 1, 2018 @davidrb84 Our Platform team is working on this issue. We are sorry for the trouble but hope to get something concrete soon Thanks Pamela Link to comment Share on other sites More sharing options...
Jeremy Posted October 2, 2018 Share Posted October 2, 2018 Is there any more update on this as we are still experiencing issues with this service this morning. Link to comment Share on other sites More sharing options...
Jeremy Posted October 2, 2018 Share Posted October 2, 2018 @Pamela @TrevorKillick Link to comment Share on other sites More sharing options...
Guest Posted October 2, 2018 Share Posted October 2, 2018 @Jeremy Let me discuss internally and we will get back to you with some feedback just now Thanks Pamela Link to comment Share on other sites More sharing options...
davidrb84 Posted October 2, 2018 Author Share Posted October 2, 2018 Hi @Pamela @TrevorKillick just to clarify, approx 1 in 3 jobs we're logging are being lost currently, requiring re-entering from scratch. This means we're having to double record all jobs, so that we don't lose the information when it fails, this is start of term, and a massive problem. Link to comment Share on other sites More sharing options...
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