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Technical difficulties

  • @webmaster
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    Hello all,


    The last 3-4 weeks have been fulled used by our technical team to fix bugs on the site. There were dozens of them, so it was time to look into all of these.

    Unfortunately, fixing them has also generated some problems on the site (Lister, API, Image processing, etc). These are edge effects...

    This is not a normal and acceptable situation for us. We are well aware of these problems and do our utmost to fix everything, always as soon as possible.

    Please, continue to report any technical problem to our support.

    We apologize for inconvenience and thank you for your patience.


    Best regards,

    Sebastien Delcampe :pc_user2:
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    Hello all,


    The last 3-4 weeks have been fulled used by our technical team to fix bugs on the site. There were dozens of them, so it was time to look into all of these.

    Unfortunately, fixing them has also generated some problems on the site (Lister, API, Image processing, etc). These are edge effects...

    This is not a normal and acceptable situation for us. We are well aware of these problems and do our utmost to fix everything, always as soon as possible.

    Please, continue to report any technical problem to our support.

    We apologize for inconvenience and thank you for your patience.


    Best regards,

    Sebastien Delcampe :pc_user2:
    • Aangemaakt 10 jul 2011 op 05:47
    • #343573
    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
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    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
    • Aangemaakt 10 jul 2011 op 07:09
    • #343600
    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
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    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
    • Aangemaakt 10 jul 2011 op 10:09
    • #343616
    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
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    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
    • Aangemaakt 10 jul 2011 op 10:09
    • #343616
    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
  • emmbersplace
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    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
    • Aangemaakt 10 jul 2011 op 10:09
    • #343616
    Hello Sebastien,

    Thanks for the explanation. I agree with the other posts here. I got so irritated with limited or no site access, picture upload errors, crashes during listing etc that I emailed D recently asking what was going on.

    So, a nice word of warning would have been very useful.....to cover the possibility that the problems might still be ongoing.

    Nice site though.......
  • hoatzinstamps
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    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
    • Aangemaakt 10 jul 2011 op 10:09
    • #343616
    The recent problems have lasted over 18 hours ... I think it is a 'professional' necessity to communicate that the site is having some problems and that they are being worked on. The only alternative for site users is to report the problems which surely must overwhelm your Support team and potentially distract them from working on the fault(s).

    I would have thought that a dedicated 'technical window' within the Community Menu might be an answer. Since some of the faults seem to be of a recurring nature you might even be able to reuse the 'language announcements' again and again.

    Alan Catherall
    [Hoatzinstamps]
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    The recent problems have lasted over 18 hours ... I think it is a 'professional' necessity to communicate that the site is having some problems and that they are being worked on. The only alternative for site users is to report the problems which surely must overwhelm your Support team and potentially distract them from working on the fault(s).

    I would have thought that a dedicated 'technical window' within the Community Menu might be an answer. Since some of the faults seem to be of a recurring nature you might even be able to reuse the 'language announcements' again and again.

    Alan Catherall
    [Hoatzinstamps]
    • Aangemaakt 11 jul 2011 op 13:41
    • #343733
    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
  • postcarddepot
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    Hello all,


    The last 3-4 weeks have been fulled used by our technical team to fix bugs on the site. There were dozens of them, so it was time to look into all of these.

    Unfortunately, fixing them has also generated some problems on the site (Lister, API, Image processing, etc). These are edge effects...

    This is not a normal and acceptable situation for us. We are well aware of these problems and do our utmost to fix everything, always as soon as possible.

    Please, continue to report any technical problem to our support.

    We apologize for inconvenience and thank you for your patience.


    Best regards,

    Sebastien Delcampe :pc_user2:
    • Aangemaakt 10 jul 2011 op 05:47
    • #343573
    A couple of suggestions on how to communicate, based on how other venues & associated sites do so:

    1. A banner or icon (flashing) at top of the page advising of any technical problem, with a link to more detailed information. If there's some scheduled downtime within the next 24 hrs for a major upgrade etc that can be communicated through such means too.

    2. A number of sites have a link to a twitter feed that advises in real time the onset of the problem, what's affected, estimated downtime, when service is restored etc. The twitter feed is linked in to the site's home page so users see they can link to the twitter feed when the site is unavailable.

    I could give examples of sites that do this but I respect Mr. Delcampe's preferences not to have such sites named here. I would just add that in a competitive environment, these kinds of differences between sites and services feed into the decision making of users about their choices on which sites to use and why.

    Hoping for a positive response to improve communications.

    cheers, Brent
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    Hello Marianne,


    There have not been that many problems during 3-4 weeks. Only some, then we fix and other come... and we always think all will be fixed in the following few hours, so we do not communicate (we concentrate on fixing).


    Sebastien
    • Aangemaakt 10 jul 2011 op 10:09
    • #343616
    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
  • @webmaster
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    De informatie is niet meer beschikbaar omdat de rekening van deze gebruiker is verwijderd (AVG)
    • Aangemaakt 16 jul 2011 op 18:00
    • #344245
    Hello,

    As said, I completely agree, but it is never as easy as it seems... Each day we do several steps, and we still have lot to do :wink2:

    Kind regards, Sebastien
  • postcarddepot
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    • Aangemaakt 16 jul 2011 op 18:00
    • #344245
    It appears that FINALLY today when the site was down for hours, the site administrators used their twitter feed as the landing page for the site's home page to get out the news the site was down in multiple languages and to provide an estimated time for when the site was expected to be back on-line.

    Better late than never. At least we knew not to waste time waiting.

    50 new listings I planned to put up here today went to other sites. It's a choice I've increasingly made over the past year for a number of reasons.
  • tracy_barber
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    • Aangemaakt 16 jul 2011 op 18:00
    • #344245
    My web host posts messages about their servers and activities that they are undergoing.

    All they need here is a running list of items that takes almost no time to post.

    For instance, how about another thread here - "Current delcampe Status" or something like that? All your fixers and moderators need only go to one place. There are enough people that it can be translated easily enough.

    The mechanism is in place. As an IT person, this is critical for operations and as a knowledgebase of previous fixes.

    There really should not be any reason why a delcampe employee could not inform us of anything that would interfere with business.

    That is good business practice.

    Tracy
  • emmbersplace
    emmbersplace 67% (13062x)
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    Filipijnen

    Hello all,


    The last 3-4 weeks have been fulled used by our technical team to fix bugs on the site. There were dozens of them, so it was time to look into all of these.

    Unfortunately, fixing them has also generated some problems on the site (Lister, API, Image processing, etc). These are edge effects...

    This is not a normal and acceptable situation for us. We are well aware of these problems and do our utmost to fix everything, always as soon as possible.

    Please, continue to report any technical problem to our support.

    We apologize for inconvenience and thank you for your patience.


    Best regards,

    Sebastien Delcampe :pc_user2:
    • Aangemaakt 10 jul 2011 op 05:47
    • #343573
    Hello,

    1 month on from this thread, there are still problems on the site which make selling very difficult and sometimes such a hassle that I have to close the computer in frustration. Seb, there are NO problems on any of the other sites I use so it has to be your end!

    The main problems are:

    No site response (even at off peak times)
    Slowness in loading a listing. Since D changed the system, it is even slower.
    Site crashes during listing (not quite so frequent recently)
    Today.....the e-wallet does not operate so not possible to send invoices or print delivery notes.

    I have been selling stamps on auction sites for over 10 years and decided earlier this year to concentrate on Delcampe only. So I started listing many more items (10,000+ still to go). The sales results so far have been reasonably encouraging & August sales to date are about 200% of previous levels

    However, everything takes so long to list, & with all the other recurring technical problems, I wonder if my decision to concentrate on Delcampe was wrong. Comments?

    Best wishes to you & your staff....Mike

    :help::pc_user3: