Intermittent issues on Community platform- missing avatar, feedback score, listings

[sheila@ebay]

Hello everyone!

I wanted to let you know that Khoros is aware of the intermittent issues where avatars, feedback scores and listing have gone missing. I know that this is impacting some users or all users. It's not a fun experience!

There's an issue with one of Khoros' servers. I don't have an ETA on when this will be fixed but I'am pushing to get this fixed sooner than later.

[releasethekraken_1]

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velvet@ebay wrote:

Hi everyone - sheila@ebay is out of office for an event this week but asked me to post an update about this issue to let you know that this is still top of mind with Khoros. They have identified the root cause and are working on deploying a fix. We don’t have an update on when that will roll out, but we are confident that once it does it will resolve the issue. Thanks!

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According to the update 3 days ago, they HAD a solution, and they were going to test in in Australia this week. Now you're telling us they've just FOUND the "root cause"???

That means whatever they had wasn't actually a fix, and they're back to square one on figuring out how to fix it. What a cluster.

[a_c_green]

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@releasethekraken_1 wrote:

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velvet@ebay wrote:

Hi everyone - sheila@ebay is out of office for an event this week but asked me to post an update about this issue to let you know that this is still top of mind with Khoros. They have identified the root cause and are working on deploying a fix. We don’t have an update on when that will roll out, but we are confident that once it does it will resolve the issue. Thanks!

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According to the update 3 days ago, they HAD a solution, and they were going to test in in Australia this week. Now you're telling us they've just FOUND the "root cause"???

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Well, to be a bit charitable here, it may be that the test in Australia simply failed in a way that pointed to the root cause.

To be clear, I have no special insight to this problem; I am just guessing. But this is exactly the kind of situation that I had to troubleshoot for many years in my day job, so I can see a lot of similarities to what's being reported here.

velvet@ebay : That said, both eBay and Khoros could be doing a lot more to communicate status, and tell us what they know or don't know about the problem. Jeez, Lou-eeze, eBay, Khoros: it wouldn't kill you to simply tell us what you've figured out so far.  A lot of us out here are IT professionals who could probably offer some concrete suggestions as to where the problem might be, or what to test next, if you would only communicate what you know up to this point. (There is a rumor in technical circles that eBay's API is failing to return the requested data: feedback, listings and avatar for the Khoros poster, but neither site seems willing to talk about it.)

In some cases, it's possible to even see errors in a screen form, or an algorithm that fails under certain conditions, or whatever, but reporting these achieves nothing. For example, for two years, we've been watching the Shipping form load the package dimensions in the wrong order, backwards, putting Length into the Height variable and Height into the Length variable, and this is an error that can be seen by simply reading the form code in the browser. It's the most basic "Duh" error, and yet for two years, no one has bothered to fix it. God knows you need help, but why are you not asking for it?

[dhbookds]

Just for information...........if a test happened in Australia.....I couldn't see it and I checked several times a day....

I understand it's possible it was run for only a few minutes, found not to work,  and then pulled........

[friskya]

99 bugs in the Khoros site code

99 bugs in their code

They take one away

To patch it they say

128 bugs in their code

(yes, I know it was posted before, but it still seems relevant today)

[releasethekraken_1]

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@a_c_green wrote:

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. (There is a rumor in technical circles that eBay's API is failing to return the requested data: feedback, listings and avatar for the Khoros poster, but neither site seems willing to talk about it.)

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That's the most likely reason, but it must be pretty embarrassing that eBay can't help one of their own vendors to get an eBay API to work properly.

[soh.maryl]

So eBay could actually be embarrassed? If so, should have happened way before this.  

[mudshark61369]

@releasethekraken_1, wrote:

"... but it must be pretty embarrassing that eBay can't help one of their own vendors to get an eBay API to work properly".

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@soh.maryl wrote:

So eBay could actually be embarrassed? If so, should have happened way before this.  

_____________________________________________________________________

There are so many things eBay should have been embarrassed about over the years, but for some reason they never own up to them.  

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[klhmdg]

sheila@ebay 

Over a month for this "intermittent" issue.  

Since we only get weekly updates... is there ANY progress?

[velvet@ebay]

Hi all - sheila@ebay is still out of the office but asked that we provide some additional info about the fix that was supposed to take place last week. Khoros let us know that they ran into a roadblock with the site keys when attempting to get this all sorted. They’re working with our SSO team to get that resolved though and once a fix is in place, they’ll roll it out to the Australian and Indian Communities first, as originally planned. 

She said to let you know that we’re so close, she can almost see all of our avatars again! 😊

[wastingtime101]

Thanks for the update. Did this issue come about six weeks ago because of an eBay change or a Khoros change, velvet@ebay?

[dhbookds]

lol .............so I tried to post and got this:

and then I got this:

on the plus side, at least I could copy the message before it disappeared..........

[velvet@ebay]

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@wastingtime101 wrote:

Thanks for the update. Did this issue come about six weeks ago because of an eBay change or a Khoros change, velvet@ebay?

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Hey @wastingtime101! I know that we're continuing to work with Khoros to get this all resolved and hopefully we'll have more to share in the coming days. 

[buyselljack2016]

velvet@ebay 

Did not read to find out if this issue that I am noting below has been addressed:

The reason that I did not read the thread is related to the issue. Don't know where I left off.

Threads are not opening up to the newest "UNREAD" post.  It is going to the newest post made.

Not a big deal with 3-4 posts, by quite the headache when checking back in on a thread from the previous day that has many new posts.

Sorry if this is not the place to add this to the list of woes.  I tried a search of this issue a couple of days ago but came up with nothing.

[velvet@ebay]

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@buyselljack2016 wrote:

velvet@ebay 

Did not read to find out if this issue that I am noting below has been addressed:

The reason that I did not read the thread is related to the issue. Don't know where I left off.

Threads are not opening up to the newest "UNREAD" post.  It is going to the newest post made.

Not a big deal with 3-4 posts, by quite the headache when checking back in on a thread from the previous day that has many new posts.

Sorry if this is not the place to add this to the list of woes.  I tried a search of this issue a couple of days ago but came up with nothing.

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It's fine to add it here @buyselljack2016! We're aware and it's also been reported to Khoros. Thanks for reaching out though. We're hopeful the pending update will be fixing many things, not just the avatar, Feedback score, etc. issues. 

[a_c_green]

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velvet@ebay wrote:

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It's fine to add it here @buyselljack2016! We're aware and it's also been reported to Khoros. Thanks for reaching out though. We're hopeful the pending update will be fixing many things, not just the avatar, Feedback score, etc. issues. 

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Hi velvet@ebay. We're just over a day away from the Weekly Chat, so can you please ping Khoros for a detailed response on where things are at by then, so that we can begin the Chat with an update rather than just another plea from users for details? A date for when the pending update will be rolled out will be helpful.

"We're working on it" is not a valid response. "We hope to have more to report next week" is not a valid response. This has been known for weeks, so it will help to learn what has been done so far, what has been tested (successfully or otherwise), whether anything is needed from the eBay side, etc. (As the missing data all resides on eBay, it's pretty obvious that this is a retrieval issue, but that's more of a symptom than a diagnosis.)

eBay is presumably paying Khoros for this Community software, so you have a right to something more than vague acknowledgements and no obvious signs of progress. Please hold their feet to the fire a bit more, and let us know tomorrow afternoon what you've been able to learn about the current situation. Some of us out here in IT Land might even be able to rattle cages at either Khoros or eBay, if we could just get a better idea of where things stand. Thanks!