major crash during worship

Last Sunday we added a verse to a song between services, and then tried to sync the change. Proclaim crashed and when it came back up it would not sync and did not open the previously synced files. none of our recent files were available to open, only those from months ago. We checked the internet and it was fine on that machine, it was Proclaim alone that would not sync. we checked the next day and the software was finally syncing again.

I was skeptical about cloud based software from the beginning but so far we have had a good experience with Proclaim, but this kind of failure is a deal killer. At the very least the program that we had used for the earlier service should have been local for us to use and open, but it all went away when it crashed.

2112.Proclaim Logs.zip

Any help appreciated.

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Scott Alexander

Jeff, sorry to hear about this. We're actively investigating this report and will follow up when we know more. Stability during service is our top priority so we'll do everything we can to get to the bottom of this.

Scott Alexander

https://community.logos.com/discussion/comment/792845#Comment_792845

Hello Jeff, just checking in to let you know that we're still investigating.

There were some service interruptions around the time you experienced the crash. Proclaim is designed to handle interruptions like this and should have continued on working as normal. However, it looks like the servers were serving up corrupted data to a few users during the window which would have caused the crash. We don't have all the info yet so I'm only speculating... will reply back when I have the complete story.

Stability during service is absolutely critical and I feel sick about this. I'm sorry. Working to make sure this doesn't ever happen again.

Scott Alexander

https://community.logos.com/discussion/comment/793003#Comment_793003

Last Sunday at around 8am Pacific Time we experienced ~30 minutes of degraded server performance. This meant the Proclaim services were having trouble verifying user accounts. As a result users temporarily lost permissions to their presentations – the same thing that would happen if you left a presentation group. This revealed a long standing bug in the client which caused the crash. We’ve implemented some changes to prevent this from happening again.

Reconfigured the server cache to prevent the original cause of the service degradation.
Shipped a server-side update to prevent revoking permissions for presentation data when user accounts cannot be verified.

I’m really sorry for the disruption this caused you. Please let us know if you have any further questions.