John C Posted January 24, 2022 Share Posted January 24, 2022 @Victor Hello, Service Manager users in Anderson, South Carolina, US cannot load the Service Desk page, sits spinning, can access it with no issues in Ireland & UK... Is there a Data Centre down in US or? Just sits on loading, have tried incognito, cleared history/cache, rebooted, affecting more than one user.... Thank you... Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 24, 2022 Share Posted January 24, 2022 Hi John, Thanks for your post. We will take a look at your Hornbill to see if there is anything on our side that might be causing this. I don't believe that you will be using one of the US data centers so it won't be a US data center issue. I'll let you know if I hear of anything. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 24, 2022 Share Posted January 24, 2022 All, We monitor the instance health and availability from at least 5 locations worldwide every 5 minutes and the endpoint (service.hornbill.com) from 20 every 60 seconds. None of these has shown any errors for the past 30 days. This would suggest something local or in transport between customer and our data centers is blocking. Can you clarify when this occurred Where the users effected What is common about the users effected Does the issue follow the user (For example if error happens in office, does the problem occur out of office) Can the users get to live.hornbill.com/XXXX and login without error. Can you also get a HAR from Chrome Results of a ping to mdh-p01-api.hornbill.com Results of https://mdh-p01.api.hornbill.com/instancename/xmlmc/ from an effected user. Kind Regards Keith Stevenson Link to comment Share on other sites More sharing options...
John C Posted January 25, 2022 Author Share Posted January 25, 2022 @Keith Stevenson morning. All Admins affected in Anderson, USA. I have remoted onto one of their devices and took the below requested info. Started happening yesterday, has been fine previously with no issues, not like this one anyway, only affecting users in Anderson, Ireland/UK is fine... What is common is they all get the same response, with Hornbill just loading as per screenshot below... All users in office. End users can log into the Portal and log tickets with no issues...does not matter which browser is used. Thank you...I have access to a remote PC in US if you would like to send a Zoom invite or equivalent? Just to note my login works fine here in Ireland, I too can replicate same issue by using my ID on device in US. (Spiining) live.hornbill.com.har Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 25, 2022 Share Posted January 25, 2022 @John C I made a typo in one of the tests Can you from the effected goto Results of https://mdh-p01-api.hornbill.com/instancename/xmlmc/ from an effected user. (replacing instancename with the name of your instance) Kind Regards Link to comment Share on other sites More sharing options...
John C Posted January 25, 2022 Author Share Posted January 25, 2022 @Keith Stevenson no problem, here you go: Link to comment Share on other sites More sharing options...
Cecilia Blumenstock Posted January 25, 2022 Share Posted January 25, 2022 Hi @Keith Stevenson, FYA - I have exactly the same issue with our users in Portugal. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 25, 2022 Share Posted January 25, 2022 @Cecilia Blumenstock Can you confirm as above that this effects Admin users (not general users) or narrow it down any further@John C Will contact you directly with Zoom invite shortly. Link to comment Share on other sites More sharing options...
John C Posted January 25, 2022 Author Share Posted January 25, 2022 @Keith Stevenson great, thank you... Link to comment Share on other sites More sharing options...
Cecilia Blumenstock Posted January 25, 2022 Share Posted January 25, 2022 @Keith Stevenson, This is affecting ALL users in Portugal and not only admin users. A ticket is already opened (IN00170759). Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 25, 2022 Share Posted January 25, 2022 @Cecilia Blumenstock We have just had a session with John and found a full browser cache clear resolved the issue. Can you confirm Kind Regards Link to comment Share on other sites More sharing options...
Victor Posted January 25, 2022 Share Posted January 25, 2022 @all In Hornbill underlying structure we have moved numerous components to a CDN (Content Delivery Network) source, this will provide better performance and reliability when using Hornbill. However, we encountered a problem where certain resources were loaded in an unanticipated order due to global cache load and warm-up times. Modern browsers work mostly asynchronously and its not always easy to detect these types of issue during development and testing. Having identified the problem we have changed the load order of things ensuring critical code is executed early, which solves the problem. This change has been deployed as a hot-fix at 11:40 GMT. We unreservedly apologise for all the troubles this issue has caused. Link to comment Share on other sites More sharing options...
John C Posted January 25, 2022 Author Share Posted January 25, 2022 @Victor thanks for the update and ye are welcome for me discovering and logging it Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now