Data Center Storage Failure, 11/21

ManilaDave said:

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 said:

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.

ManilaDave said:

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?

SteveF said:

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 said:

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.

Yasmin Stephen said:

(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...