03/09/2010 - Support System Problems

chigley · 03-09-10, 09:13 PM

As most of you are probably already aware, since 29th August the FreebieJeebies support system has encountered some problems whereby the majority of users are having difficulties with creating a new support ticket.

I apologise for the delay in getting out a response such as this, but Richard has been away for the entire duration of the problem and I've also been away, and have therefore been unable to fully address this issue until now.

Unfortunately, the support system's code is encoded, so I'm unable to do anything to debug the problem myself. A quick look at the error logs reveals nothing serious, so I really am at a loss as to what's going on. The producers of the support software have been contacted, but I've not had a response as of yet, and given that it's now the weekend it's quite possible that I won't be hearing from them until at least Monday. This really is beyond my control until the system's authors get back to me.

Until then, you can still create a ticket by emailing support{at}freebiejeebies{dot}co{dot}uk - our system will pick this up a short while after your email is sent, and you'll receive a reply with your ticket details.

Sorry for all the problems this is causing. Will post any updates in this thread as they become available to me.

Thanks,

Charlie

iFreeZone · 03-09-10, 09:16 PM

Thanks for the update!

FurbtasticM · 03-09-10, 09:17 PM

I managed to get a ticket lodged by using "General Enquiry" rather than specific site, not sure if I was just lucky.

chigley · 03-09-10, 09:18 PM

Quote:

Originally Posted by FurbtasticM

I managed to get a ticket lodged by using "General Enquiry" rather than specific site, not sure if I was just lucky.

People do seem to be having more success this way, but it appears to be inconsistent.
Some are let through, some aren't.

Amiethest · 03-09-10, 09:18 PM

Strange

Harvez · 03-09-10, 09:19 PM

I've sent two new tickets tonight and both from general rather than specific.

perhaps putting a message on the support page Chigley for non exceem members.

chigley · 03-09-10, 09:20 PM

Quote:

Originally Posted by Harvez

perhaps putting a message on the support page Chigley for non exceem members.

Thanks for the suggestion, hadn't thought of this.
Will have to check with Alex first, of course, but we may well go ahead with this if it isn't fixed soon.

Amiethest · 03-09-10, 09:21 PM

Top idea, that might reduce the duplicate threads that keep popping up on here.

**ryan1087** · 03-09-10, 09:21 PM

Thanks for updating us! Been wondering were you guys have gone

**the_icks** · 03-09-10, 09:42 PM

Quote:

Originally Posted by Amiethest

Top idea, that might reduce the duplicate threads that keep popping up on here.

.

**the_icks** · 03-09-10, 09:42 PM

Quote:

Originally Posted by Amiethest

Top idea, that might reduce the duplicate threads that keep popping up on here.

..

chigley · 04-09-10, 08:17 PM

Just a quick update to let you know that I've heard back from the support software company. They expect to have a technician working on the issue "tomorrow afternoon" which I've interpreted as in about 24 hours based on their time zone.

Cheers,

Charlie

Moneymaker1 · 04-09-10, 08:18 PM

Hope this is fixed for the sake of non exeemers. Thanks for the update.
PS: Your site looks Pr0.

chigley · 04-09-10, 08:21 PM

Quote:

Originally Posted by Moneymaker1

Hope this is fixed for the sake of non exeemers. Thanks for the update.
PS: Your site looks Pr0.

Thank you very much

Alex has given the green light to put a public announcement on our support page, it just needs to be written. Will do this now.

chigley · 04-09-10, 08:27 PM

OK the announcement is up on the Support pages. This should calm the nerves of any non-eXceemers.

Charlie

shrimpy · 04-09-10, 08:56 PM

Yes thats why it wasnt working. I tried to post a support ticket yesterday but it wouldnt work. Thanks for the update

chigley · 06-09-10, 08:32 AM

Good news

We've found the source of the problem (Rich's fault, of course

) but just to make sure I'm going to be taking support offline for 5 minutes or so while we make some live modifications to the files.

Don't be alarmed when you see an ugly 403 forbidden message, it'll be back soon

chigley · 06-09-10, 10:14 AM

OK support system is back online and fully functioning - the problems have been fixed.
Please bear with me while I upload the ticket attachments, everything else should be working as-normal.

moviedrome · 06-09-10, 10:17 AM

Quote:

Originally Posted by chigley

Good news

We've found the source of the problem (Rich's fault, of course

) but just to make sure I'm going to be taking support offline for 5 minutes or so while we make some live modifications to the files.

Don't be alarmed when you see an ugly 403 forbidden message, it'll be back soon

i'm not convinced that's strictly true!!

**rider900** · 06-09-10, 10:22 AM

Welcome back Rich, should all be good now

haha

03-09-10, 09:13 PM	#1
chigley Mini Mac Join Date: Sep 2006 Location: Bolton/London (home/uni.) Posts: 8,415	03/09/2010 - Support System Problems As most of you are probably already aware, since 29th August the FreebieJeebies support system has encountered some problems whereby the majority of users are having difficulties with creating a new support ticket. I apologise for the delay in getting out a response such as this, but Richard has been away for the entire duration of the problem and I've also been away, and have therefore been unable to fully address this issue until now. Unfortunately, the support system's code is encoded, so I'm unable to do anything to debug the problem myself. A quick look at the error logs reveals nothing serious, so I really am at a loss as to what's going on. The producers of the support software have been contacted, but I've not had a response as of yet, and given that it's now the weekend it's quite possible that I won't be hearing from them until at least Monday. This really is beyond my control until the system's authors get back to me. Until then, you can still create a ticket by emailing support{at}freebiejeebies{dot}co{dot}uk - our system will pick this up a short while after your email is sent, and you'll receive a reply with your ticket details. Sorry for all the problems this is causing. Will post any updates in this thread as they become available to me. Thanks, Charlie

03-09-10, 09:16 PM	#2
iFreeZone Mini Mac Join Date: May 2009 Posts: 7,364	Thanks for the update! __________________ Free iPod Last edited by iFreeZone; 03-09-10 at 09:17 PM..

03-09-10, 09:17 PM	#3
FurbtasticM ..is a Muppet! Join Date: Oct 2006 Location: Swindon Posts: 10,100	I managed to get a ticket lodged by using "General Enquiry" rather than specific site, not sure if I was just lucky. __________________ iPhone deals \| Giveaway \| Free iPhone \| Free iPad

03-09-10, 09:18 PM	#5
Amiethest is meant to be revising Join Date: Dec 2008 Location: Nottinghamshire Posts: 6,323	Strange __________________ Free iPad \| Free Xbox 360 \|Free 3DS Want to know how to get greens (referrals) for FreebieJeebies? I'll tell you how..... Work hard, like the rest of us! Feel free to ask questions!

03-09-10, 09:19 PM	#6
Harvez Mini Mac Join Date: Nov 2006 Location: l33dz Posts: 9,421	I've sent two new tickets tonight and both from general rather than specific. perhaps putting a message on the support page Chigley for non exceem members. __________________ Freebiejeebies \| Free iphone \| Free Blackberry \| Free Wii U \| Free laptop ^^^^ its not real stop begging losers ^^^^ Someone once said "Life is what you make it", I disagree sometimes life makes you into what you are. Last edited by Harvez; 03-09-10 at 09:20 PM..

03-09-10, 09:21 PM	#8
Amiethest is meant to be revising Join Date: Dec 2008 Location: Nottinghamshire Posts: 6,323	Top idea, that might reduce the duplicate threads that keep popping up on here. __________________ Free iPad \| Free Xbox 360 \|Free 3DS Want to know how to get greens (referrals) for FreebieJeebies? I'll tell you how..... Work hard, like the rest of us! Feel free to ask questions!

03-09-10, 09:21 PM	#9
ryan1087 What to put... Join Date: Mar 2010 Posts: 7,715	Thanks for updating us! Been wondering were you guys have gone __________________ freebiejeebies

04-09-10, 08:17 PM	#12
chigley Mini Mac Join Date: Sep 2006 Location: Bolton/London (home/uni.) Posts: 8,415	Just a quick update to let you know that I've heard back from the support software company. They expect to have a technician working on the issue "tomorrow afternoon" which I've interpreted as in about 24 hours based on their time zone. Cheers, Charlie

04-09-10, 08:18 PM	#13
Moneymaker1 iPod 20gb Join Date: Jul 2009 Posts: 430	Hope this is fixed for the sake of non exeemers. Thanks for the update. PS: Your site looks Pr0.

04-09-10, 08:27 PM	#15
chigley Mini Mac Join Date: Sep 2006 Location: Bolton/London (home/uni.) Posts: 8,415	OK the announcement is up on the Support pages. This should calm the nerves of any non-eXceemers. Charlie

04-09-10, 08:56 PM	#16
shrimpy Absent. Join Date: Sep 2010 Location: Australia Posts: 636	Yes thats why it wasnt working. I tried to post a support ticket yesterday but it wouldnt work. Thanks for the update __________________ .

06-09-10, 08:32 AM	#17
chigley Mini Mac Join Date: Sep 2006 Location: Bolton/London (home/uni.) Posts: 8,415	Good news We've found the source of the problem (Rich's fault, of course ) but just to make sure I'm going to be taking support offline for 5 minutes or so while we make some live modifications to the files. Don't be alarmed when you see an ugly 403 forbidden message, it'll be back soon

06-09-10, 10:14 AM	#18
chigley Mini Mac Join Date: Sep 2006 Location: Bolton/London (home/uni.) Posts: 8,415	OK support system is back online and fully functioning - the problems have been fixed. Please bear with me while I upload the ticket attachments, everything else should be working as-normal. Last edited by chigley; 06-09-10 at 10:17 AM..

06-09-10, 10:22 AM	#20
rider900 Super Moderator Join Date: Apr 2008 Posts: 7,537	Welcome back Rich, should all be good now haha __________________