483 results found

1. Support phones are down, some issues with support tickets

   Because of an outage with Amazon Web Services, Wild Apricot's support phone system is currently down. You can still submit support requests from https://support.wildapricot.com though we have encountered some issues with these as well.

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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   The support phone system is now back up.

2. October 26th, 4:25pm EST: Service Interruption

   We are currently experiencing degraded performance as a result of server issues. This appears to be affecting some clients only. Our engineers are investigating and working to get everything back up and running as soon as possible.

   We sincerely apologize for the inconvenience, and thank you for your patience.

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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   Hi everyone,

   My name is Kevin and I am part of the support team

   I wanted to follow up with respect to the service outage that we experienced on October 26th as our last message did not give much detail.

   The incident occurred on Oct 26th 2016, at approximately 3:30 PM Est and lasted until 6:00 PM Est.

   The symptoms were slow response time when opening sites and possibly a 504 timeout error.

   Upon deeper investigation, our engineers detected a bug in new code that was introduced for emailing services which caused the queues that process information to have degraded performance.

   Our back-end servers were functioning but with a very slow response time

   The end solution was to revert back to the old emailing services which corrected the problem.

   This is under review on how we can prevent any future occurrences

   We fully appreciate the frustration that this caused and humbly apologize for the disruption in service

   Hi everyone,

   My name is Kevin and I am part of the support team

   I wanted to follow up with respect to the service outage that we experienced on October 26th as our last message did not give much detail.

   The incident occurred on Oct 26th 2016, at approximately 3:30 PM Est and lasted until 6:00 PM Est.

   The symptoms were slow response time when opening sites and possibly a 504 timeout error.

   Upon deeper investigation, our engineers detected a bug in new code that was introduced for emailing services which caused the queues that process information to have degraded performance.

   Our back-end servers were functioning but with a very slow response time

   The end solution was to revert back to the old emailing services which corrected the problem.

   This is under review on how we can prevent any future occurrences

   We fully appreciate the frustration that this caused and… more

3. Version 5.9.2.1 update on January 26, 2017 at 2:00am EDT

   An update of Wild Apricot to version 5.9.2.1 is scheduled for Thursday, January 26th, beginning at 2:00 am (EDT). Wild Apricot sites may be inaccessible for up to half an hour.

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

   We apologize for any inconvenience.

   This update will address a number of internal bugs related to the system. For reference, see https://help.wildapricot.com/display/DOC/Update+5.9.2.1

   Sincerely,

   The Wild Apricot Team

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4. Wild Apricot help not updated for 5.9

   An error with our help software has prevented us from publishing the updated help for Version 5.9 of Wild Apricot. We hope to have the updated help in place sometime on Wednesday December 6th.

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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   The help site has now been updated with the Version 5.9 changes. We apologize for the delay.

5. Phone support not available December 26-27, January 2

   Our offices will be closed December 26-27 and January 2. Phone support will not be available, but limited email support will be provided by our Moscow office.

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6. Version 5.8 to be published on August 24, 2016 beginning at 3am EDT

   Version 5.8 of Wild Apricot will be published on Wednesday August 24th, beginning at 3:00 am (EDT). Wild Apricot sites will be inaccessible for up to 30 minutes.

   This release includes the following changes:
   * New email wizard with streamlined workflow
   * The Last login date column has been added to the contacts export file
   * Several API enhancements
   * Various bug fixes

   For more information, see http://help.wildapricot.com/display/DOC/Release+5.8

   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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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   5.8.0 has been published.

   Unfortunately there were some issues with the process of updating Wild Apricot code what took more time than expected.

   We sincerely apologize for this time delay and hope for your understanding and patience.

7. Version 5.8.3 update on November 1, 2016 at 3:30am EDT

   An update of Wild Apricot to version 5.8.3 is scheduled for Tuesday, November 1st, beginning at 3:30 am (EDT). Wild Apricot sites may be inaccessible for up to 15 minutes.

   This update includes some small changes, as well as a number of bug fixes. The changes include:
   -ability to filter event list by date
   -ability to filter event list to display only upcoming events, past events, or admin-only events
   -ability to suspend or archive all the members of a bundle by suspending or archiving the bundle administrator
   -ability to archive a bundle administrator from their contact record
   -the Archive button has been renamed to Archive contacts (to avoid confusion regarding its function).
   -banners now appear instead of Google ads on free account sites that use Whiteboard themes

   Note: The event filters feature is being rolled out gradually to measure its impact. If it does not appear on your account, you can contact our support department and ask for it to be enabled.

   For more information, and a partial list of bug fixes, see https://help.wildapricot.com/display/DOC/Update+5.8.3.

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

   We apologize for any inconvenience.

   Sincerely,

   The Wild Apricot Team

   An update of Wild Apricot to version 5.8.3 is scheduled for Tuesday, November 1st, beginning at 3:30 am (EDT). Wild Apricot sites may be inaccessible for up to 15 minutes.

   This update includes some small changes, as well as a number of bug fixes. The changes include:
   -ability to filter event list by date
   -ability to filter event list to display only upcoming events, past events, or admin-only events
   -ability to suspend or archive all the members of a bundle by suspending or archiving the bundle administrator
   -ability to archive a bundle administrator from their contact record
   -the Archive button… more

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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   We would like to announce that all issues with 5.8.3 release were resolved.

   Please accept our sincere apologies for any inconvenience it caused.

8. Paypal payment issues

   PayPal is currently experiencing an issue with its servers. As a result, a number of Wild Apricot clients are reporting their members are having trouble paying via PayPal, particularly PayPal Express Checkout. We are monitoring the situation and will advise when regular service is restored. For more information, see http://downdetector.com/status/paypal

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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   PayPal’s hosting company was a victim of a DDos attack that affected a large number of companies on Friday, October 21st. For more information, see http://hub.dyn.com/static/hub.dyn.com/dyn-blog/dyn-statement-on-10-21-2016-ddos-attack.html

9. Version 5.8.1 update on September 12, 2016 at 3:30am EDT

   An update of Wild Apricot to version 5.8.1 is scheduled for Monday, September 12th, beginning at 3:30 am (EDT). Wild Apricot sites may be inaccessible for up to one hour.

   This update will address a number of bugs reported by our users. For a partial list, see https://help.wildapricot.com/display/DOC/Update+5.8.1 .

   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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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   Update completed with 50 minutes of downtime.

10. Our support system is currently down

    We are sorry but our support system is currently down. We are unable to respond to support calls or email requests. We hope to have the system back up as soon as possible. We apologize for the inconvenience.

    Wild Apricot Support Team

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    Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

    Our support system is now back up. We apologize for the inconvenience.

11. Intermittent connectivity issues on Mar 21, 2016

    We are currently experiencing intermittent connectivity issues. We are working on resolving this as soon as possible.

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    Resolved  ·  Evgeny Zaritovskiy responded

    On March 21st, 2016, out clients experienced a 5 hour outage which resulted in all Wild Apricot services to be down. The exact time of the outage was 1:25 pm EST – 6:39 pm EST

    The reason for the incident was a failed scheduled maintenance action of rebuilding the SQL server indexes.

    We are taking proactive steps to ensure that this issue does not happen in the future and sincerely apologize for the inconvenience.

12. Update on Downtime from July 4-5

    As you may have noticed, all Wild Apricot sites were down from July 4 at 8:00 PM to July 5 at 2:45 AM EDT. The total downtime took 6 hours 45 min.

    The outage occurred due to a network issue that our internet service provider experienced. We are looking into ensuring this doesn't happen again.

    Everything is up and running now. Thank you for your understanding. If you have any questions, please contact support@wildapricot.com

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    Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

    The cause of the downtime has been identified and addressed.

13. System maintenance on June 15, 2016 at 3 am EST

    Wild Apricot will be performing maintenance on a key service on Wednesday, June 15th, 2016 beginning at 3 am EST.

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

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

    We apologize for any inconvenience.

    The Wild Apricot Team

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    Resolved  ·  Steve Andrews responded

    Maintenance completed as planned

14. Version 5.7.6 update on May 10, 2016 at 3am EST

    An update of Wild Apricot to version 5.7.6 is scheduled for Tuesday, May 10th, beginning at 3:00 am (EST). Wild Apricot sites may be inaccessible for up to 15 minutes.

    This update will fix a bug that results in an incorrect date being saved for custom date fields.

    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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    Resolved  ·  Steve Andrews responded

    Update completed. Downtime took 15 minutes.

15. System maintenance on April 25, 2016 at 3 am (EDT)

    Wild Apricot will be performing maintenance on our database servers on Monday April 25th, 2016 beginning at 3 am EDT.

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

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

    We apologize for any inconvenience.

    The Wild Apricot Team

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    Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

    The maintenance was completed without issue

    We appreciate your patience

    Wild Apricot Support Team

16. System maintenance on April 27, 2016 at 3 am (EDT)

    This maintenance is intended to address issues in our code and architecture to allow us to deliver future updates faster and with fewer bugs.

    Over time, the code that runs Wild Apricot has grown excessively complicated, requiring us to test the entire system whenever the slightest change is made. This has slowed the pace of new releases and affected overall system performance.

    To address this, we have been splitting our code into smaller, more manageable segments, allowing us to isolate code changes and restrict testing to the affected segments.

    We are now ready to release the new version of our code into the wild. To minimize the risks of issues with the updated system, we are splitting the release into two phases – with the ability to quickly rollback changes should major issues arise:

    Stage 1 - The main application will be gradually rolled out in small account bunches with the 5.7.5 release
    Free accounts first
    Paid accounts after
    Stage 2 - All other services will be gradually rolled out (Import, Export, Payments, Emailing, Public API etc.) with the 5.8 release (approximately 2 months later)
    Once completed, this update will lead to faster releases of requested features, and a more stable system with better performance and fewer issues.

    This maintenance is intended to address issues in our code and architecture to allow us to deliver future updates faster and with fewer bugs.

    Over time, the code that runs Wild Apricot has grown excessively complicated, requiring us to test the entire system whenever the slightest change is made. This has slowed the pace of new releases and affected overall system performance.

    To address this, we have been splitting our code into smaller, more manageable segments, allowing us to isolate code changes and restrict testing to the affected segments.

    We are now ready to release the new version of our… more

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    Resolved  ·  Evgeny Zaritovskiy responded

    The maintenance was completed without issue. We have upgraded the code base and now starting gradual upgrade of all clients’ websites to the new code. We started from accounts on Free plans. Paid accounts are to be upgraded later in May.

    We appreciate you patience.

17. Scheduled Phone Maintenance on April 18, 2016

    Please note on Monday April 18, 2016 we will be conducting a scheduled upgrade of our phone system to serve you better.

    As a result our current toll free number (1-877-493-6090) may be unavailable from 11:30 am to 1:30 pm EST. During this transition period we can be reached at this temporary toll free number: 1-844-493-6920

    We appreciate your understanding while we perform these upgrades.

    Sincerely,
    Your friends from Wild Apricot

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18. System maintenance on April 5th, 2016 at 4 am (EDT)

    Wild Apricot will be performing maintenance on our database servers on Tuesday April 5th, 2016 beginning at 4 am EDT.

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

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

    We apologize for any inconvenience.

    The Wild Apricot Team

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19. Version 5.7.4 update on March 21st, 2016 at 3am EDT

    An update of Wild Apricot to version 5.7.4 is scheduled for Monday, March 21st beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 30 minutes.

    This update will include a number of issues detected by our users. For a partial list, see http://help.wildapricot.com/display/DOC/Update+5.7.4.

    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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    Resolved  ·  Steve Andrews responded

    Update completed successfully with 15 minutes of downtime

20. Version 5.7.3 update on February 15th, 2016 at 3am EST

    An update of Wild Apricot to version 5.7.3 is scheduled for Monday, February 15th beginning at 3:00 am (EST). Wild Apricot sites may be inaccessible for up to 15 minutes.

    This update will include a number of issues detected by our users. For a partial list, see http://help.wildapricot.com/display/DOC/Update+5.7.3.

    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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    Resolved  ·  Evgeny Zaritovskiy responded

    Released as planned