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NEW MESSAGE CENTRE --- PROBLEMS

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ProfilePosted byOptionsPost Date

Persephone

Persephone Report 30 Nov 2011 06:09

I now have a complaint about their message centre...

Today in my e-mails I get an e-mail from genes:

"Persephone, you have unread messages

could hold the clues you have been looking for about that mysterious relation or lead you to discovering a whole new branch of your family tree.

Go to your inbox

Don't let opportunities sit in your inbox! ."

So being a good little Persie person... I go to my inbox.... nothing new... so I do a search for unread messages and it tells me I have none.

I have been away and nearly two days have gone past since I looked so it is not as though I had got in before the e-mail arrived.

Talk about getting ones hopes up only for them to be dashed to the ground...
:-( :-| :-S :-S :-S

KenSE

KenSE Report 30 Nov 2011 13:50

Recently the message notification was not working. Is it possible Persephone that you had and read messages then, and the email relates to those message (which you were not notified about during that period)?

Joy Kentish Maid

Joy Kentish Maid Report 30 Nov 2011 16:38

Persie - I had that experience, too, and reported it.



I would reply to, and even view a message, but this appeared


Sorry. An error has occurred

The page you were trying to load has experienced an error. This error has been logged and will be investigated.

If you hit the back button on your browser, it will return you to the page you were on, and you may like to try the action again. If you repeatedly experience the same error, please contact Support via the Contact Us menu under Help.

If you were following a link from your favourites, an email or from another site, the link may have changed. We recommend returning to the home page of the Genes Reunited site, and following the existing menu options to navigate to the same content.

To return to the home page, click on the Genes Reunited logo.


so haven't yet been able to read it.


Using Chrome sometimes. Firefox others.

Persephone

Persephone Report 30 Nov 2011 20:45

That thought had occurred to me KenSE,
that is why I put ,,,,,,,,
"I have been away and nearly two days have gone past since I looked so it is not as though I had got in before the e-mail arrived."

But to make it perfectly clear that my head is not sewn up at the back and that I do understand the principles of time lag etc between message box and receiving an e-mail.

My last message was received on 22 Nov which I opened on that date and sent a reply. The e-mail to notify me that I had unread messages was on the 30 Nov.

Please correct me if I am wrong KenSE but I would have thought 7 or 8 days would be ample time for this sort of action to have not taken place.

Persie :-S :-S :-S :-S :-) :-) :-S :-S :-S :-S

That is me smiling amidst my confusion..

KenSE

KenSE Report 30 Nov 2011 21:31

What I was meaning Persephone was that the following sequence of events may have occurred:

Before 22nd - email notification stopped working
22nd - you noticed you had a message and actioned it
before 30th - GR fixed the email notification and sent notifications for all messages that had been sent during the outage.
30th - you get the email for the message you had already processed.

Persephone

Persephone Report 30 Nov 2011 23:21

That was very kind of them.... considering their e-mail service to me has been intermittent at best. :-D

Joy Kentish Maid

Joy Kentish Maid Report 1 Dec 2011 15:20

Error
Sorry. An error has occurred
The page you were trying to load has experienced an error. This error has been logged and will be investigated.

If you hit the back button on your browser, it will return you to the page you were on, and you may like to try the action again. If you repeatedly experience the same error, please contact Support via the Contact Us menu under Help.

If you were following a link from your favourites, an email or from another site, the link may have changed. We recommend returning to the home page of the Genes Reunited site, and following the existing menu options to navigate to the same content.

To return to the home page, click on the Genes Reunited logo.
:-(

AnninGlos

AnninGlos Report 1 Dec 2011 17:03

Beyond a joke now. It has just taken me 7 attempts to send a message. It went eventually through perseverance but 7 attempts, 7 error messages. :-( :-( :-( :-( :-( :-(

AnninGlos

AnninGlos Report 1 Dec 2011 17:19

And apparently despite returning an error message seven times, four messages actually got through.

philmoir

philmoir Advisor Report 1 Dec 2011 17:38

Update on Message Centre

I am sure that you don't want to hear me apologise again (and would rather that we just fix things), but rather than leaving you in the dark and still receiving errors, I will do my best to explain the situation, the changes we have made, and the changes we are still working on. And I am sorry that this is causing so much annoyance.

Firstly, the Message Centre re-development was a new piece of work to improve the features we currently offered. It was being carried out at the same time as other work, such as the performance/error messages stuff that I am working on.

When it was decided to release, the functionality was working fine for the majority of users, but as we have found out, not for heavy users when running in a live environment.

We have deployed a number of changes today that will ensure that new emails are being recorded in a format that will allow easier tuning of the database. We had to do this task first as the tuning would have to be redone after these changes were live anyway. We have also fixed a couple of bugs which should mean less errors being seen when sending emails. However, opening large mail boxes will still cause an issue for the next few days. Currently we have 87 million email messages, and we will be applying some database updates tomorrow and over the weekend to tune access to your message records. We will have to do a small release next week so that access use an improved mechanism. Depending on how long the tuning exercise goes, you may be presented with a "preparing messages" screen while it actively converts you existing messages to the new structure, although I am hoping that activity over the weekend will make this unnecessary. Hopefully by early next week, access to your messages should be much improved.

With regard to general performance/errors, we will be supported over the next week or so by the former Genes lead developer with one aim, to eradicate the "random" error situation that so many of you have experienced and has been occurring for so long.

I realise that I should have probably posted a daily update for those that have shown concern by posting on this thread (and others), so I intend to give a daily update on our progress over the next few days.

I genuinely apologise for ALL the inconvenience we have caused, and will do my utmost to keep you informed of progress.

Regards
Phil

philmoir

philmoir Advisor Report 1 Dec 2011 17:43

AnninGlos

Am also sorry to hear you having trouble. We are actively checking on all errors that get logged from the Message Centre.

Without intending to open the floodgates, may I also ask anyone having problems getting into their Inbox to contact Support, but also feel free to drop a message onto this thread, and we will see if there is anything we can do short term.

Regards
Phil

SylviaInCanada

SylviaInCanada Report 1 Dec 2011 17:59

Thank you for that update, Phil


It feels so much better to know that you (and GR) really are working on the problems, and not just ignoring us!


sylvia
:-D :-D :-D

SylviaInCanada

SylviaInCanada Report 1 Dec 2011 18:02

Ann

not wishing to upstage you, but I did start a Message Centre thread days ago, and therefore I wonder if merging the threads is not a better idea .... Phil can do that!!



Phil


as I already have a long Message Centre going, and on which you have given a much fuller repsonse, would it not be better to merge this thread with the earlier one??



sylvia

Joy Kentish Maid

Joy Kentish Maid Report 1 Dec 2011 18:19

Phil - my replies to your message last week " Message Centre" look as if they have not been opened.
:-S

Joy Kentish Maid

Joy Kentish Maid Report 1 Dec 2011 18:28

There are three messages awaiting me - two from Jonesey, one from Sylvia in Canada. I cannot read them because when I click on in messages the
Error
Sorry. An error has occurred etc appears.

If this why you cannot read mine, Phil?

philmoir

philmoir Advisor Report 1 Dec 2011 20:12

I will get this merged.

philmoir

philmoir Advisor Report 1 Dec 2011 20:18

All messages are marked as read from my end. So I need to take a deeper look at this. Will pick this up tomorrow also.

Joy Kentish Maid

Joy Kentish Maid Report 1 Dec 2011 21:09

Thank you.

And, although I was pleased that the unwanted messages from deleted contacts have been removed, messages from 2004 to November / December 2007 have gone too :-0 :-S

AnninGlos

AnninGlos Report 1 Dec 2011 21:26

Thanks Phil and apologies Sylvia, I had seen your thread but was feeling particularly frustrated this afternoon after commenting many times before.

Joy Kentish Maid

Joy Kentish Maid Report 1 Dec 2011 21:26

Opened, read and replied to messages, using IE7. However 3 messages still visible.