Andrew Tasker Posted October 6, 2020 Share Posted October 6, 2020 Good afternoon, We have been experiencing issues for the past couple of days where our connection to the system is being interrupted or slow to react with searches taking several minutes to load. It appears to be starting around midday and continuing into the afternoon. Can anyone please advise if there are any known issues with this recently? Thanks Andrew Link to comment Share on other sites More sharing options...
Deen Posted October 6, 2020 Share Posted October 6, 2020 @Andrew Tasker I have checked with our infrastructure team and their doesn't seem to be any problems with your instance around that time (or any time). It could be network related, it would be worth trying to access Hornbill from a different network at that time to see if the problem persists. Link to comment Share on other sites More sharing options...
Andrew Tasker Posted October 6, 2020 Author Share Posted October 6, 2020 @Deen It doesn't appear to be anything on our network as we have been able to use all other applications at these times with no issues, it is only Hornbill which has been affected. Link to comment Share on other sites More sharing options...
davidrb84 Posted October 7, 2020 Share Posted October 7, 2020 @Dean we've also been having the same problem, particularly this morning (8.30 ish) We're a home working team, so it's 10 or so Service Deskers working over several counties on different ISPs. As a frame of reference, loading "my requests" has taken 45 seconds, usually it would take 5-10. Link to comment Share on other sites More sharing options...
davidrb84 Posted October 7, 2020 Share Posted October 7, 2020 to add, this is confirmed as an issue showing the attached error, along with error 504, tried in several browsers and with and without our VPN connected. Link to comment Share on other sites More sharing options...
Victor Posted October 7, 2020 Share Posted October 7, 2020 @davidrb84 Link to comment Share on other sites More sharing options...
davidrb84 Posted October 7, 2020 Share Posted October 7, 2020 if it helps, this suggests it could be infra end :-) Link to comment Share on other sites More sharing options...
Victor Posted October 7, 2020 Share Posted October 7, 2020 @davidrb84 as mentioned in Jeremy's post there are some issues on your node that we are looking into. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted October 7, 2020 Share Posted October 7, 2020 David, We saw no issues yesterday and the above effected instance was under no load. The issues on your instance this monring appears to be caused by an account on your instance (SD AUTO BOT). The two issues are unrelated. Kind Regards Keith Stevenson Link to comment Share on other sites More sharing options...
Keith Stevenson Posted October 7, 2020 Share Posted October 7, 2020 Andrew, As Mentioned above, we saw no issues yesterday that would have impacted your instance. Inorder to identify any issues we would require a copy of the Ping Check (available when you raise a call from within our portal) to see where the problem resides. Kind Regards Keith Stevenson Link to comment Share on other sites More sharing options...
Andrew Tasker Posted October 8, 2020 Author Share Posted October 8, 2020 Hi Keith, Are you able to confirm where I would be able to locate the Ping Check? Thanks Andrew Link to comment Share on other sites More sharing options...
Victor Posted October 8, 2020 Share Posted October 8, 2020 @Andrew Tasker it's the Status Check section available in the Support Section on our main website (navigate to Support section, type in your instance ID and email address and should be able to have access to this, given you are a designated contact fro your instance): Link to comment Share on other sites More sharing options...
Andrew Tasker Posted October 12, 2020 Author Share Posted October 12, 2020 Hi Victor, What is the instance ID? This issue is still ongoing and is not with our local internet connection. We are receiving the error code -1 when our searches time out. Thanks Andrew Link to comment Share on other sites More sharing options...
Jeremy Posted October 12, 2020 Share Posted October 12, 2020 we also experienced an outage for a few minutes at approx 11.45 this morning. Link to comment Share on other sites More sharing options...
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