Site Issues - 9/20



  • We are aware that there have been some issues with the site, starting this morning.

    We are currently investigating this issue.

    We don't have anything to report right now, but we wanted to make you aware that we were aware of the issue. :)

    I'll have more updates as soon as I have them.



  • The Shop appears to be 404ing for some users. If you get this message, please allow the automatic redirect to redirect you (about 30-60 seconds) and see if this resolves the issue.

    This will not resolve the issue for all users, but it should resolve the issue for some users.



  • We are still investigating this issue, but will likely not have further updates until tomorrow morning.

    We can currently resolve some issues for some users, but it's a manual process. :(

    Please make a ticket about any issues and make sure the e-mail address included is your account's e-mail address.

    Since we have to resolve these issues manually, there is a considerable queue for resolution right now. Please be patient, we're getting people back up and running as quickly as possible!

    Thanks!



  • Thank you for your patience while we"ve worked to investigate and resolve the issue!

    It looks like there was a major issue with our hosting company that caused specific portions of our site to be rolled back to several weeks ago. While this did not affect content in any way, it does mean that any changes to your account in the last (approximately) three weeks are now missing. This includes things like: account status, account creation, favorites and queue, and also things like password, username or e-mail address changes.

    Our hosting company was unable to provide backup data to correct this issue automatically, so we"re having to go through and correct what we can manually. The good news is, we have redundancy for some data– nearly all of the account related data is still present in another system, it"s just going to take a while to update it in the affected system

    We are unable to retrieve: forum posts, queue and favorites, and any private messages you may have sent prior to 9/20.

    We ARE able to manually fix: subscription status, username/e-mail changes, password resets and accounts going missing”.

    If you have one of these last issues, please make a ticket with the reason code Subscription Access” and we"ll be happy to assist you. To keep the wait time down for everyone, please do not submit additional tickets about the same issue—we"re working as fast as we can to restore as much as we can to everyone.

    We apologize for the inconvenience—I don"t anticipate that there will be further updates to this issue at this time, but keep an eye here just in case.

    Thank you again, so much, for your patience and understanding.



  • We have corrected all of the users falling into this specific SET of requirements:

    • Had a free account PRIOR to September 2 AND
    • Became a Subscriber AFTER September 2 AND
    • Were still a Subscriber on September 20th.

    We are currently in the process of e-mailing all of this specific type of user who have tickets in the system.

    We will have more information about other types of users soon.



  • We have now corrected the initial issue for all users and most users have now had at least initial contact.

    There are still a number of outstanding issues that we are working on resolving with individual users, but at this time all damage from this issue has been repaired.

    If you already have made a ticket but have not received a response, please be patient– we are working our way through the remaining requests. If you have not made a ticket since 9/20 about an account issue, and you are having an issue with your account, please continue to make tickets as normal.

    Thank you all so much for your patience!


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