Normally, I don’t post about my website issues publicly unless it’s something that impacts a large group of people. Well, we are at that point.
Over the last 1-2 weeks, we’ve been experiencing sluggishness on the site, and got to the point where the website crashed and we had to recover from a backup. That was traumatic enough, but even after the recovery, the site didn’t seem to get any better.
It appears that there are several issues that may be happening with the website, and I’m trying to isolate what they are so that we can focus on the things that are most critical. So for each of these things I will give you an update on what I know now and what we are doing, and if you don’t see your issue addressed, please open a ticket by emailing Customer Service. I don’t say that to keep complaints or issues private, I say that so that I have information in one place and I can make sure your issue is logged and tracked and we know the extent of the issues and who they are affecting. It also helps for those times when I have limited access to a computer and I have to make a choice about what I can do. You can still feel free to post here and have your say… I would just really appreciate you opening a ticket first, okay? Thanks.
So here’s what I know about the website in terms of issues:
Checkout isn’t allowing you past the payment page.
Problem: If you’ve had this situation, basically these two circles spin over the shipping calculator and the payment entry. It’s so annoying! Without being too technical, basically there are two processes on my site having a fight behind the scenes, and their fight causes other sites at my host to not have the resources they need to run, so my web host stops my processes from running so we don’t take down the server and everyone else’s sites with it. Sometimes, my processes end the fight on their own and orders get through, but more often you’ll see the spinning, which means the web host has stopped the fight so it can’t finish.
Solution: We’re pursuing several options and have isolated the problem. We’ve tried a few things already but they did not help. One solution is to get put onto a different server so we are by ourselves, and then the web host may let our processes run as much as they want since we aren’t impacting anyone else. Basically… we can’t live in an apartment anymore, we have to buy a house. I have a meeting this afternoon to talk about how to do that and plan for the server move.
However, this doesn’t solve the underlying problem of the process fights, so the techies are talking to other techies to see if they can help us fix the processes to keep them from fighting. It’s like an intervention; the best solution is to prevent the fight, not to find away for them to fight until one of them dies.
You can’t access your account.
Problem: This could actually be a number of problems, but it usually has to do with the password reset process. Sometimes, for whatever reason, you can’t get the email to reset it, or you do and it doesn’t work.
Solution: If you can’t get the password reset to work, you can email us and we can reset it manually, but please try at least twice, and make sure you are really careful as you type it in. Your password is case-sensitive and you need to make sure your caps lock is off. If you get a new password, make sure you are typing it in exactly as you set it. Sometimes we type really fast and miss a letter or type it in wrong. I have a help document for how to reset your password here. If you have a different issue, let us know.
You can access your account, but not your class.
Problem: I’ve seen two things happen here. In one case, you don’t see the class that you paid for listed on your page; in another case, you see it on the page but when you click it, it tells you that you are not registered.
Solution: Not all classes are available for viewing right now. The only classes that are visible are: Rooms of the Abbey, British Invasion, Dear Laura, the Doll Along Dollmaking Class, and Road to Scotland. If you are trying to access classes other than these four, I’ll be continuing to work on them throughout November and December and they will be re-posted for access then. I work through them in reverse order of release, so the next class to get worked on is Hampshire Holiday.
If you are registered and paid for one of the 5 that are visible, and you don’t see it listed in your account, please contact us. That we have to research to figure out why you are not seeing it, because there shouldn’t be an issue.
If you are registered for one of the 5 that are visible, and you do see it in your account, but when you click on it it tells you that you are not registered, this could be an issue with your browser cache. So what I would recommend is that you first clear your cache (if you need to learn how to do this for your browser, this is a great article with all the browsers listed), reboot your computer (yes… all the way reboot), and try again. Sometimes the browser will store copies of places you’ve visited, and if it doesn’t refresh, it could be storing the version of the page from before you registered. If you’ve done that but it’s still not working, please contact us.
Any other issues?
I’m not aware of any other issues, but if you have one, or some other question, please email or call. I know that it’s frustrating when you expect things to work and they don’t. It’s frustrating for me too, because I can’t fix it by myself. As always, I appreciate your grace and patience as we work out the bugs and get our environment stable so you can enjoy your classes uninterrupted. Thank you!