Data Center Storage Failure, 11/21

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This post has 59 Replies | 13 Followers

Posts 1248
Myke Harbuck | Forum Activity | Replied: Sun, Nov 23 2014 7:56 PM

Joseph Turner:
including the potential company growth solution that sparked some pretty heated debate and comments

Joseph, can you elaborate on this or give me the threads on this. I have no idea what you're talking about here. 

Thank you for your time/help. 

Myke H. 

Myke Harbuck
Lead Pastor, www.ByronCity.Church
Adjunct Professor, Georgia Military College

Posts 9137
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Mark Smith | Forum Activity | Replied: Sun, Nov 23 2014 8:21 PM

Myke, just look for the Forum thread that has the most views of any you can probably remember. It's quite recent.

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 87
J R | Forum Activity | Replied: Sun, Nov 23 2014 9:48 PM

It has also been my experience that some bibles, that I had already downloaded to my phone, are now inaccessible. Quite frustrating.

Posts 959
Yasmin Stephen | Forum Activity | Replied: Sun, Nov 23 2014 11:23 PM

The store front seems to be back up! 

Posts 2222
GaoLu | Forum Activity | Replied: Sun, Nov 23 2014 11:33 PM

I am going to say it in anticipation, by faith,  because its going to be any moment now:

Hey!  I'm syncing!  I'm syncing!

Posts 325
Sue McIntyre | Forum Activity | Replied: Sun, Nov 23 2014 11:34 PM

Yasmin Stephen:

The store front seems to be back up! 

I can access it as well. Thanks to all the hard working staff Yes

Posts 18867
Rosie Perera | Forum Activity | Replied: Sun, Nov 23 2014 11:47 PM

Yasmin Stephen:
The store front seems to be back up! 

Yup, Vyrso.com and Verbum.com and Noet.com too.

Posts 1532
Forum MVP
Veli Voipio | Forum Activity | Replied: Mon, Nov 24 2014 12:11 AM

If Jesus had been an IT professional, how would the wording be in Luke 6:48–49?

It is interesting that Jesus did not say that build a flimsy house and pray that it holds together.

Gold package, and original language material and ancient text material, SIL and UBS books, discourse Hebrew OT and Greek NT. PC with Windows 8.1

Posts 2574
Lee | Forum Activity | Replied: Mon, Nov 24 2014 1:23 AM

I say we stop asking what would Jesus do if he were a customer in this situation, what would Jesus do if he were a tech, WWJD, WWJD...

It trivializes our Lord by assuming the answer, for who knows whether Jesus would not have done something less expected, e.g. stop using said software, quit the job, lay hands on the computer, take time-out for prayer, etc.

Instead, I suggest that client and company alike be civil and professional in dealing with this extended downtime.

Posts 119
ManilaDave | Forum Activity | Replied: Mon, Nov 24 2014 3:03 AM

I have been inconvenienced more than damaged by this outage. I still had Logos on my Mac and on my Android phone. Where I lost out was with my iPad and iPod on which I had downloaded thousands of books. [As bi-vocational I actually do more of my preparation work on my iPad than on any other device, using it "on the go" and whenever opportunity presents itself]. Immediately before the outage I had a technical issue on the iPad which required reinstalling the app. I did that and was in the process of downloading my resources when the whole thing went awry. My immediate assumption was that something had gone wrong in the download process so I uninstalled and reinstalled the app again. I was totally surprised to discover my library had shrunk to only a handful of books. It wasn't until I tried the iPod and saw that it too had only 32 resources out of more than 3,000 that I realised the problem was with Logos and not with me. 

I have two concerns from a user perspective - [I can have no concept of the nightmare you have endured / are enduring from a service provider perspective] - the first is communication. I spent hours trying to figure out what had gone wrong in my process of installing and downloading. I can't remember how many times I tried to reinstall on the iPad before it dawned on me to check the iPod. Admittedly, this time I was in the unusual situation of following your support team member's advice to reinstall the app to resolve a particular problem when the crash happened. If it were a normal usage situation I might not have lost so much time before realising the problem was not with me or my device. So the communication of an issue would be helpful in future if it is possible to do so in this type of event. 

The second concern has also been raised by others and stems from an assumption under which I operated, and apparently others do too. That assumption is that downloaded resources are available to us offline irrespective of what technical problems Logos is experiencing. I have a second phone that I use exclusively for my secular employment. It is an early Android model and I have Logos downloaded on it from "Market," which will give you some idea of when I downloaded it. It doesn't have Google Play. I never go online now with this phone and my downloaded resources are available to me all the time. I expected the same would be true of resources downloaded on my iPad and iPod.

In the light of this incident I think we [more precisely, I] need an understanding of what "downloaded" actually means in terms of accessibility, and in what circumstances we are likely to lose access in the future. I am back and forward to the Philippines from Ireland and consequently, Logos has been such a great solution for me. I've been giving away my physical library bit by bit as I have replaced the physical books with Logos editions. Being able to bring a library in a phone or other hand held device makes ministry preparation so much easier when one ministers in locations 6,000 miles apart. My fears now are that divesting myself of the physical books appears to me - "non-techie" that I am - in the light of this incident, as possibly an expensive mistake or partial mistake [depending on the resources given away]. I won't make that a definitive judgement until I actually understand why my downloaded resources were not available to me, and what if any solutions there may be for the future. The answer to this question will determine if I need to bring a greater balance into my book buying between physical and electronic copies. By which I don't mean a 50/50 type balance, but only that I need to ensure that I have an adequate physical back-up of essential exegetical tools for emergency needs. 

I will continue to be a huge fan of Logos and the genius and creativity that have given us an incredible tool without which my bi-vocational life would not be viable. What I need is understanding to inform future directions.

Blessings.

Posts 959
Yasmin Stephen | Forum Activity | Replied: Mon, Nov 24 2014 4:47 AM

ManilaDave:

I have two concerns from a user perspective - [I can have no concept of the nightmare you have endured / are enduring from a service provider perspective] - the first is communication. I spent hours trying to figure out what had gone wrong in my process of installing and downloading. I can't remember how many times I tried to reinstall on the iPad before it dawned on me to check the iPod. Admittedly, this time I was in the unusual situation of following your support team member's advice to reinstall the app to resolve a particular problem when the crash happened. If it were a normal usage situation I might not have lost so much time before realising the problem was not with me or my device. So the communication of an issue would be helpful in future if it is possible to do so in this type of event. 

The second concern has also been raised by others and stems from an assumption under which I operated, and apparently others do too. That assumption is that downloaded resources are available to us offline irrespective of what technical problems Logos is experiencing. I have a second phone that I use exclusively for my secular employment. It is an early Android model and I have Logos downloaded on it from "Market," which will give you some idea of when I downloaded it. It doesn't have Google Play. I never go online now with this phone and my downloaded resources are available to me all the time. I expected the same would be true of resources downloaded on my iPad and iPod.

Dave, thanks for sharing your thoughts on this situation. While I wouldn't say I was even inconvenienced by the outage (the Logos app gets little use from me on weekends and I was able to continue as normal on my laptop), I do share these exact same two concerns you enumerated above. I was able to browse the forums intermittently so I knew early on something was wrong on the Logos end. However, I kept checking Facebook and Twitter and nothing was announced there for the longest while, though other things were being posted (regarding free books; verse of the day etc). While I know these things may be scheduled and doesn't necessarily mean someone is actually sitting at a desk posting them the moment they appear, to most people it just looks like there's a problem and no one is addressing it, though, from the updates given here, the problems were being addressed early on. The first order of the day when something goes wrong that affects customers is to inform as many of them as possible, as early as possible. And with social media, it's easy peasy.

(Also, the maintenance page for the website. Please, Logos, if (God forbid!) you ever have another serious outage like this, please do not use the defluffed sheep page again. It seemed vaguely insulting for a problem of that nature, and also many persons I'm sure thought that this was a scheduled maintenance, which in turn most likely caused greater irritation - why would you schedule maintenance over the weekend and not make a prior announcement.)

Your second point about the downloaded resources is troubling to me as well. While the disappearance of resources caused me no inconvenience, if it wasn't the weekend it would have. Downloaded resources should be off-limits and not messed with.

When the Logos team is able to move past the immediacy of the situation, I look forward to hearing what they have to say about all this.

Posts 2574
Lee | Forum Activity | Replied: Mon, Nov 24 2014 5:10 AM

ManilaDave:

I have two concerns from a user perspective - [I can have no concept of the nightmare you have endured / are enduring from a service provider perspective] - the first is communication. I spent hours trying to figure out what had gone wrong in my process of installing and downloading. I can't remember how many times I tried to reinstall on the iPad before it dawned on me to check the iPod. Admittedly, this time I was in the unusual situation of following your support team member's advice to reinstall the app to resolve a particular problem when the crash happened. If it were a normal usage situation I might not have lost so much time before realising the problem was not with me or my device. So the communication of an issue would be helpful in future if it is possible to do so in this type of event. .

Suggestion 1: Put out error messages for download errors, e.g. download corrupted, communication error, etc.

ManilaDave:

The second concern has also been raised by others and stems from an assumption under which I operated, and apparently others do too. That assumption is that downloaded resources are available to us offline irrespective of what technical problems Logos is experiencing. I have a second phone that I use exclusively for my secular employment. It is an early Android model and I have Logos downloaded on it from "Market," which will give you some idea of when I downloaded it. It doesn't have Google Play. I never go online now with this phone and my downloaded resources are available to me all the time. I expected the same would be true of resources downloaded on my iPad and iPod.

Suggestion 2: Cause program to run in failsafe mode in the event of outages or connection issues.

Posts 119
ManilaDave | Forum Activity | Replied: Mon, Nov 24 2014 9:46 AM

Hi Yasmin! I'm in the opposite situation to you. Saturdays are usually when I need Logos most. This weekend, however, it wasn't my turn to preach so I suffered no damage. And fortunately I have Logos on iOS, Android, Mac and Windows machines, so I do have contingency.

Re communication. It would never have dawned on me to check Facebook as I'm not a big Facebook user. I'll know to do that in future. 

Thanks for the tip off on the free Vyrso book 

Posts 1646
SteveF | Forum Activity | Replied: Mon, Nov 24 2014 12:45 PM

ManilaDave:
I'm not a big Facebook user.

Nor am I nor will I ever be.

We get many many sales emails from Logos.

Was it not possible to send out an "emergency" email warning of the problem?

Or was that option also not available due to the server problem?

Regards, SteveF

Posts 6585
Forum MVP
Lynden Williams | Forum Activity | Replied: Mon, Nov 24 2014 12:48 PM

SteveF:

Was it not possible to send out an "emergency" email warning of the problem?

Or was that option also not available due to the server problem?

I tried sending an email this morning and it bounced back. Something tells me Facebook and Twitter were the only two avenues they had until the servers were up and running.

All Religious Education in Logos Bible Software. Logos Youtube Channel

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 24 2014 1:47 PM

SteveF:

We get many many sales emails from Logos.

Was it not possible to send out an "emergency" email warning of the problem?

Or was that option also not available due to the server problem?

According to https://community.logos.com/forums/t/96630.aspx, the corporate e-mail server is still out. On the other hand, I've gotten at least two marketing e-mails during the outage, and the forum subscriptions worked at first, and started working again about 27 hours ago. I'd say that only someone on the inside with exact information about how various systems are connected would know if it was possible or not.

Lynden Williams:
Something tells me Facebook and Twitter were the only two avenues they had until the servers were up and running.

Forums were up, except for a relatively short time. And that time occurred several hours after the problems started.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 2222
GaoLu | Forum Activity | Replied: Mon, Nov 24 2014 3:30 PM

Ah.  Life is getting better.  At last I am syncing in peace.  

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 24 2014 9:46 PM

Yasmin Stephen:
(Also, the maintenance page for the website. Please, Logos, if (God forbid!) you ever have another serious outage like this, please do not use the defluffed sheep page again. It seemed vaguely insulting for a problem of that nature, and also many persons I'm sure thought that this was a scheduled maintenance, which in turn most likely caused greater irritation - why would you schedule maintenance over the weekend and not make a prior announcement.)

Also, a) the sheep page hasn't yet been updated to the new website look, and b) do you really want people to read all those comments about the L5 launch mess at a time when they still have the L6 launch mess in fresh memory and are now experiencing a third server disaster? Personally, I would think that's the last thing you'd want to remind people about...

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 12
Donna Groskopf | Forum Activity | Replied: Mon, Nov 24 2014 9:59 PM

it had been explained, but I've lost my sales I've made in my highlights plus all my sermon notes for the past 12 years on my iPad and iPhone because the support dept recommended I uninstall on my iPhone and ipad, which I have and they're stI'll gone. That's over 12 years of work. 

Posts 28927
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MJ. Smith | Forum Activity | Replied: Mon, Nov 24 2014 11:10 PM

Donna at this point get yourself a very strong cup of hot chocolate and take several deep breaths. Your data isn't lost. Logos has backup copies and if your data isn't back when they've announced things are "back to normal" call tech support and demand that your data be recovered. If you get push back go directly to Bob P., the President. Given what I know they have done for other people, I'm sure your data can be restored.  As for what they can do about the tension, aggravation, uncertainty ... that I can't answer.

Orthodox Bishop Hilarion Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."

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