Service notices

  1. Event reminders send multiple times to guests without contact records

    On October 5, following the release of Version 5.6, there was an issue with event reminders being sent multiple times – once every minute – to event registrants.

    This problem has been fixed. However, until the 5.6.1 update, which is scheduled for Monday, October 12th, the ability to send event reminders to guests without contact records has been disabled.

    Email log entries for the multiple event reminders will be updated with a new status in place of the current "Queued for delivery" status.

    We apologize for the inconvenience.

    Sincerely,

    The Wild Apricot Team

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  2. Version 5.5.1 update on August 17th, 2015 at 3am EDT

    An update of Wild Apricot to version 5.5.1 is scheduled for Monday, August 17th, beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 30 minutes.

    This update will address a number of bugs reported by our users. For a partial list, see http://help.wildapricot.com/display/DOC/Update+5.5.1.

    Please save your work and log out in advance, and warn your clients about possible connectivity issues.

    We apologize for any inconvenience.

    Sincerely,

    The Wild Apricot Team

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  3. Version 5.5 to be published on August 5, 2015 beginning at 3am EDT

    Version 5.5 of Wild Apricot will be published on Wednesday, August 5th, beginning at 3:00 am (EDT). Wild Apricot sites will be inaccessible for up to 30 minutes.

    This release will include several new features, including:
    * Stripe payment system support
    * Option to automatically add event guests to your contact database
    * Option to limit event registrations to one per contact

    For more information, see http://help.wildapricot.com/display/DOC/Release+5.5.

    Please save your work and log out in advance, and warn your clients about possible connectivity issues.

    We apologize for any inconvenience.

    Sincerely,

    The Wild Apricot Team

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  4. Missing member profile pictures

    Wild Apricot experienced a critical file server malfunction on July 6th, 2015 which required us to switch from our primary server to our backup server in order to maintain continuity.

    To give you some background, we have two file servers that are being synchronized automatically on a daily basis - the primary server and the backup server.

    When the primary server went offline, the synchronization was stopped as the primary server was no longer available.

    Unfortunately due to a human error, one application that is responsible for storing and loading member profile pictures was left pointed to the primary server…

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    Resolved  ·  Kevin Jervis responded

    The issue with deleted member photos has been documented and we are updating our recovery procedures to avoid any future occurrences

  5. Known issues with version 4.3

    We will use this thread to maintain a list of current known issues with version 4.3 and their resolution status and/or workarounds.

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  6. System maintenance on July 17th, 2015 at 4 am (EST)

    Wild Apricot will be performing system maintenance on Thursday July 17, 2015 beginning at 4 am EST to restore the resource file service. This will resolve the issue reported in http://forums.wildapricot.com/forums/308923-service-notices/suggestions/8821300-resource-file-service-is-down-monday-jul-06-201 .

    The maintenance may take up to 30 minutes to complete. During this time, Wild Apricot sites may be inaccessible for up to 15 minutes.

    Please save your work, log out in advance, and warn your clients about possible connectivity issues.

    We apologize for any inconvenience.

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    Resolved  ·  Evgeny Zaritovskiy responded

    Successfully done, no downtime for our clients. Our main resource file service now works in normal mode.

  7. Websites unavailable to Comcast ISP users

    Some of our clients have reported not being able to access their Wild Apricot sites.

    This issue is not widespread, but seems to be affecting only users of a particular ISP (seems to be Comcast at this point).

    Our System Operations engineers are currently investigating the issue and will provide an update as soon as the issue is resolved.

    We apologize for the inconvenience.

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  8. Version 3.4 known problems

    Unfortunately even with a month of testing we went through, when version 3.4 was launched in live environment a number of problem was identified. I will use this thread to list the known high priority problem, workarounds and our work on fixes.

    1) Link tracking in previously sent emails might not work (while link tracking for newly created emails works fine). Our team is working on a fix and we expect to deploy it by Tuesday morning march 30th. There is no workaround.

    2) After login people are not returned to whatever page they started login from. This means they…

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  9. Version 4.3 Upgrade on December 14th from 2:50 am to 6:50 am Eastern time

    On Wed December 14th we will be upgrading Wild Apricot to version 4.3. All accounts will be upgraded automatically. (We will also maintain full backups from before the upgrade, just in case.)

    Servers will be taken off-line intermittently from 2:50 am to 6:50 am Eastern time. Please save your work and log out in advance - and notify other users in your organization as appropriate.

    We have sent out an email with upgrade notice on Friday Dec 9th at 2:30 pm to all administrators of all accounts. As always, new version will provide many improvements to Wild Apricot, addressing client…

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  10. Problem with automatic recurring payments

    We have discovered a problem with automatic recurring payments - after 4.2 upgrade Wild Apricot is not correctly processing payment notifications we receive from payment gateways. Thus, membership records with automatic recurring payments are not properly renewed even though the payment was successfully charged by your payment processor.

    We are working on this problem, our current best guess is that it will be resolved tomorrow, May 19th.

    For now, we advise to manually check all member records which were supposed to be renewed automatically but did not - check your merchant account and if payment was received, adjust the renewal…

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  11. Blank admin view

    We have received several reports today about administrators not being able to access the backend view of their Wild Apricot accounts. So far it sounds this is happening for them on Windows 7, using both Internet Explorer and Chrome browsers. We can not reproduce the problem in our own tests - it works fine for us.

    We have escalated this problem to our development team and investigating this with top priority - and will post updates here.

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  12. ISSUE with Chrome v.29 (file management, insert picture/document not working)

    Chrome browser update to version 29 breaks file management functionality in Wild Apricot.
    Insert picture, Insert document and Settings > File management screens display as empty windows and its impossible to use them in Chrome.
    Our developers are working on this - in the meantime please use other browsers - Internet Explorer or FireFox.
    We apologize for the inconvenience.

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  13. Widespread issues on our server farm - RESOLVED

    As of ~14:30 our monitoring systems have alerted us to some malfunctions on our server farm. Our engineers have immediately started investigation. A number of our servers seems to be affected - though the problems are intermittent. As of now, some of you might experience various problems with your Wild Apricot sites, such as:
    * not able to process payments
    * emails not sent out right away
    * web pages don't open or open very slowly
    * admin backend malfunctions

    Our team is working on this and we will post updates here.

    Apologies for the inconvenience.

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  14. DNS resolution problems from certain locations

    We have received several reports on July 7th from clients who were experiencing problems with their Wild Apricot sites. Typical symptoms included 'Browser not supported' messages, site formatting and layout not properly loading, administration backend not functioning.

    At the same time all our systems were running normal and our own tests for the same websites did not show any malfunctions - everything was loading up fine in our tests.

    We believe that the root of the problem is related to DNS issues with one of the domains. Basically, from certain geographic locations / ISPs, one of the domains we use…

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  15. Emails delivery delays for Yahoo email accounts

    We have received several reports of email delivery problems to yahoo-based emails. Our investigation have established that Yahoo email servers are currently 'deferring' emails sent by Wild Apricot servers on behalf of our clients to yahoo-based emails. (In a nutshell this means that they are limiting the volume of emails we are able to send to them, which results in delays or eventual failure to deliver).

    We have contacted Yahoo about this matter and provided them with the detailed information about the issue and we hope they will be able to react to this quickly.

    Our technical team has also…

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  16. Upcoming upgrade to version 3.4 on March 28th, 2010

    Our next upgrade - version 3.4 - is planned for Sunday, March 28h, 2010

    Servers will be taken off-line intermittently from 1:00 am to 8:00 am, Eastern time (GMT-5). Make sure to save your work and log out in advance. Please notify other users in your organization as appropriate.

    Key changes in upcoming version 3.4 :
    * Pro-rating of membership fees for partial periods. E.g. if your renewal date is fixed to January 1 and someone joins on June 30th, system can automatically pro-rate membership fee to 6 months worth (July-December).
    * File management overhaul. You will be able to…

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  17. Resource file service is down, Monday, Jul 06, 2015, 12:12pm EST

    The resource file service is currently having some problems. This will affect the images and files on client websites (displaying, downloading, uploading, accessing files in File management).

    We're currently working to restore it. I will post more updates as they come in.

    [2:10pm] Our System Operations team are still working to resolve the issue.

    [4:35pm] We are unable to provide an ETA on this issue, but it is at our highest priority at the moment. We also had reports that some users are unable to open a 30 day trial.

    [6:14pm] We're currently running a backup server while we fix…

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    Resolved  ·  Evgeny Zaritovskiy responded

    (on behalf of Kevin Jervis, Support Manager)
    Incident Report: Partial Service Disruption
    Incident Date: July 6, 2015
    Incident Time: 12:10 PM EST
    Incident Number: WA20150706

    Description:
    On Monday, July 6th, 2015 our resource file server experienced a disruption in service.

    Background:
    At 12:10 PM EST our network monitoring system detected a malfunction with the file resource server. The file resource server is a device that controls access to separately stored files as part of a multi-user system. The effect was that client websites were impacted as noted below.

    Summary of Incident Impact:
    - Images not displaying
    - Links not working
    - File management (uploading and downloading)
    - Custom Email templates not available
    - Theme customization (CSS, Theme overrides were not applied)
    - New trial signups not working

    Membership information was not impacted!

    Our team of engineers were unsuccessful in repairing the main file resource server and made the…

  18. Unable to access admin view

    Some users are unable to access admin view from their site.

    We are aware and are currently investigating the issue.

    Sorry for the inconvenience, I will post an update as soon as we have more information on this.

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  19. Version 5.1 upgrade - July 31, 2014 at 3:00 am (EDT), up to 30 minutes

    We will be performing system upgrade to new version 5.1 on July 31st, 2014, beginning at 3:00 am (EDT). This will take up to 30 minutes to complete. During this time, users may experience delays or interruptions accessing Wild Apricot sites.

    The upgrade will fix a number of bugs and performance issue for version 5.0, but will also add new features into the product, including:

    - Limit number of event registrations for each registration type
    - Event Registration Types with From AND To dates
    - Tracking event attendance
    - New Gadget: Featured Member
    - Selective 'Include name in list of…

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  20. 45 mins downtime on 15 July 2014

    On 15 July 2014 beginning at 10:15 am EST we experienced some connectivity issues with our network provider. As a result Wild Apricot client sites were down for about 45 mins. We are currently investigating what caused this and putting measures in place to prevent it in future. We apologize for the inconvenience.

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