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Technical Issue

MichaelF1002
Posts: 54
Joined: Mar 2013

I've noted a problem and I am wondering if others are also experiencing it.  I replied to a post this morning.  When I logged out I noticed on the first page that the number of replies did not change to reflect my post.  When I clicked on the topic my post did not show.  I logged in again and everything was okay.  I logged out and it reverted to the same problem. This happens on both Internet Explorer and Mozilla.  I have contacted CSN about this (and other things) but they never respond (and obviously do not pay much attention to reported problems).  Makes me wonder how many posts we miss if we don't log in every time we visit here.

 

p.s. it happened with this post also -- can't see it when I log out, but can see when I log back in.  Am wondering now if this a technical issue or is it that posts must be "released" to non-logged in viewers by CSN staff?

mrspjd
Posts: 693
Joined: Apr 2010
Hi Michael,
 
I noticed the exact same tech issue in May & reported it (through dedicated CSN tech problem feedback options) to CSN admin back then--7 months ago. At first, I thought it might be some type of intentional delay filter; however, the info I received from CSN admin indicated the issue was an unintentional site problem, that the tech issue was being "forwarded to the technical support team" and admin was "hopeful that all the bugs and glitches [from the site upgrade early this year] would get resolved!”
 
As you've pointed out, the problem continues unabated (as do several other reported site tech glitches). I agree with your observations about reporting on-going site tech problems to CSN. I believe we do so in a sincere effort to make a good site even better & more user friendly for everyone. 
 
Recently, a newer PCa forum member summed up their frustration after experiencing a different on-going, less than user friendly, site tech issue. They simply said: “I give up.” Another member similarly commented after reporting yet another on-going site tech problem: "Doesn't anyone take care of this site anymore?" These aren't my comments, just a few I happened to read recently and share. They seem to reflect your thoughts as well: "(...obviously they [CSN admin] do not pay much attention to reported problems)." This may or may not be true, but, IMHO, it certainly "feels" that way.
 
PS: I suspect that some may misconstrue this post as "negative" feedback. I hope, instead, that the info is viewed, not as negative, but rather as constructive feedback that initiates positive changes/improvements at CSN 
MichaelF1002
Posts: 54
Joined: Mar 2013

Hi,

Thanks for answering. I thought maybe it was just me.  The problem continues to occur.  I reported it once again several days ago but, as usual, I have received no answer.  I appreciate this site and hate to come off like a complainer but this is an annoying problem -- I don't really want to log in each time I stop by just to read new posts -- and the lack of response from management is likewise annoying.

Regards,

Michael

greta's picture
greta
Posts: 240
Joined: Jun 2000

I apologize for the ongoing technical problems with the site and for my unresponsiveness to you and others who have taken the time to report problems. To those to whom I have replied, I apologize when the replies are unsatisfactory.

I report technical problems to IT when made aware of them. IT puts them in a queue with technical problems for all ACS web properties (which is a lot). IT prioritizies and assigns them to technical support staff.  Some problems are easy to replicate, identify the cause and fix. Unfortunately, many aren't. Numerous  factors have to be weighed in determinining how or when resources can best be allocated. I will ask IT for an update on the problem you reported.

A discussion board for reporting CSN technical issues was added some months ago in an effort to collect as much information from members as possible in one central location. I'm going to move this discussion over to that board. If I learn anything new from IT I wlll share it there.

Best,
Greta

mrspjd
Posts: 693
Joined: Apr 2010
Greta,
 
We can appreciate how busy CSN/ACS admin & IT staff are and thank them for their efforts. They have responded well to serious site security breaches. We also realize that some tech issues take more time to problem solve than others and that often, there may be concerns/issues of a more pressing nature to resolve in the IT priority queue at CSN/ACS. 
 
When it comes to customer service, often there are no "unsatisfactory answers/replies"--only poor customer service in the way customer service/admin responds to their customers/members' concerns. Poor customer service may come across in the way that concerns are acknowledged (or unacknowledged) & whether timely answers/responses are provided. These are areas that can always be improved upon, even (especially) on a social networking site for cancer. 
 
A simple acknowledgement followed up by an occasional update from CSN admin is appreciated. Even if it's just to say, for example: "nothing new to report but we're still working to trouble shoot this or that on-going tech problem & ultimately hope to resolve it within X weeks/months. Please bear with us."
 
This is a simple customer service courtesy for the folks that take THEIR precious time to provide tech issue feedback to HELP make CSN a better, safer & more user friendly site for everyone.
 
Respectfully,
mrspjd
CSN_Simone's picture
CSN_Simone
Posts: 17
Joined: Nov 2013

Hi everyone,

My name is Simone and I'm one of the site administrators. Our technical team would like to know if anyone is still having this issue? It appears to have been resolved, but I wanted to check in to see if anyone else was still having this problem. Please feel free to post here if you are.

Thanks again for taking time to report this and your patience.

Simone

 

mrspjd
Posts: 693
Joined: Apr 2010

Still noticing it on and off. Delay time varies. Earlier today for instance, logged in, posted, & post appeared when still logged in. Then logged off. Post didn't appear in logged off mode until approx 20 min later/delay.

PS  Kept refreshing my screen in logged off mode after making this post. Another delay of approx 40+ min until the post appeared in logged off mode. (Will be taking a sabbatical from CSN. You might try sending Michael a PM or email if you want to follow up on this since he's probably not checking this board.) Thx. 

greta's picture
greta
Posts: 240
Joined: Jun 2000

IT staff is actively working to find the problem.

We know that to some degree, what a member experiences on CSN is dependent on how they access the site. For example, the site isn't mobilized so anyone on a mobile device who tries to get on chat, won't be able to do so because the application doesn't support mobile devices. This means that if you want to chat, you have to be on a PC or laptop...not a tablet or android (no iPads or iPhones or similar).

In one of the examples given above, I believe when the problem was originally reported, we discovered that the original post was made from a PC and was checked later from a mobile device for replies. When they did so, their post wasn't there.  I was told that PCs and mobile devices don't update the same way...or on the same schedule. I can't remember the exact terminology but it was something like that. 

It isn't apparent in all the instances being described what devices are being used. If, for example, MichaelF1002, you are only using your PC when the problem occurs, it would be very helpful for IT to know.  

The more CSN members who experience and report technical problems, the easier it is to get them prioritized. Of course, if only one person reports the entire site is down and we can confirm it, it's automatically an urgent matter. But when only a few people report a problem and it is intermittent and we can't replicate it, it tends to be a lower priority.

Nothing posted to CSN is vetted or reviewed before it is posted except announcements and resource contributions.

Best,

Greta

soul-mate's picture
soul-mate
Posts: 59
Joined: Feb 2014

I' m aware ipads & ms surface tablets do not support java but the 156 million sold last year indicates a trend. I have 3 laptops one on vista and 2 windows 7. Windows 7 laptop don't work on chat with latest java on them. The dinosaur vista let"s me go on chat but can't navigate on site. I don't know the proper way to use the site any info would help . My vista laptop is slow and may be taken out of service soon, I appreciate your efforts and a big THANK YOU for giving your best shot at these issues.

soul-mate

greta's picture
greta
Posts: 240
Joined: Jun 2000

It turns out that caching is used on CSN for users who are logged out. This is why you can see the post you just made while you are logged in but once you log out, it can take as long as 2 hours for your post to display in the logged out view. It also explains why your post displays if you log back in.

 

Here is a link to info about caching that helps explain why it can be helpfulon a site like CSN: http://en.wikipedia.org/wiki/Web_cache.

 

Regards,

Greta

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