492 results found

1. System maintenance on May 18, 2017 at 3 am (ET)

   Wild Apricot will be performing system maintenance on Thursday May 18th, beginning at 3 am ET.

   The maintenance may take up to an hour to complete. Wild Apricot sites may experience approximately 5 minutes of downtime during this period.

   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

   We would like to announce that the system maintenance has been successfully completed.

   And we apologize for any inconvenience this might have caused.

   The Wild Apricot Team

2. August 31st, 10:45am EST: Experiencing service interruption

   At about 10:45am EST Wild Apricot started to experience some issues and as a result, all website sites are down. We are investigating the problem and hope to restore service as soon as possible. Please, click "Follow" to get notified about updates

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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 at Wild Apricot

   Last week we experienced extended and unplanned downtime. It was certainly a very disappointing and frustrating few days for all of our clients and their members.

   We would like to start by expressing our sincere apologies for the disruption in service.

   This downtime comes after a few other occurrences in the past months and we would like to share not only the root cause of this latest downtime but what we are doing to stabilize our environment moving forward.

   So what happened? Code was introduced into the environment that missed a critical part of our quality assurance

   How could this happen? A simple change was made to code that was thought to be too minor to have any impact and the proper testing was not performed.

   How will we prevent this in the future? We have established a zero tolerance for any code being introduced into the environment without the strict scrutiny of our quality assurance teams.

   Why did it take so long to fix? Bugs are not always easy to find, which is why we have such an intense scrutinization process. In this instance, our CTO reallocated existing engineers to help search and discover the bug. Our team worked in shifts much like a fire department until the issue was discovered and resolved.

   What about the other downtime our customers have had over the past months? We realized quite some time ago that the stability of our hosting provider was not reliable enough to meet the standards that all of you expect. We began an intensive search for the right solution, which is not a easy task. We are happy to say that over the next few months, we will be migrating to a new platform that has a proven reputation of stability

   To all of our customers that were affected , please accept our most sincere and humble apology.

   We understand how critical it is that we deliver maximum up-time to support your campaigns and will increase our efforts to meet and exceed your availability

   Now – back to making our service even better and more stable than ever.

   Hi everyone,

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

   Last week we experienced extended and unplanned downtime. It was certainly a very disappointing and frustrating few days for all of our clients and their members.

   We would like to start by expressing our sincere apologies for the disruption in service.

   This downtime comes after a few other occurrences in the past months and we would like to share not only the root cause of this latest downtime but what we are doing to stabilize our environment moving forward.

   So what happened? Code was introduced into the environment that missed a critical part of our quality assurance

   How could this happen? A simple change was made to code that was thought to be too minor to have any impact and the proper testing was not performed.

   How will we prevent this in the… more

3. Server Issues - 30 Jan 2017 at 3:35 pm EDT

   A number of clients reported experiencing problems accessing their sites beginning around 3:35pm EDT. Most sites were back up by 3:45 pm EDT, and our engineers are continuing to monitor the situation. We will provide more details as they come.

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

   Our developers have fixed the issue with websites availability.

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

4. Wild Apricot help site currently unavailable

   Wild Apricot's help site – help.wildapricot.com – is currently unavailable as we update it to Version 5.10.

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

   Wild Apricot help site is back up and updated to Version 5.10. Downtime was 3.5 hours.

5. Regular maintenance on April 6, 2017 at 5:15 AM EST

   A regular maintenance of Wild Apricot is scheduled for Thursday, April 6th, beginning at 5:15 am (EST). We do not expect any downtime.

   Sincerely,

   The Wild Apricot Team

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6. Importing contacts currently not working

   Because of an outage with Amazon Web Services, the ability to import contacts into Wild Apricot is currently not available. We are monitoring the situation and will let you know when importing is available again.

   Our apologies for the inconvenience.

   Wild Apricot Support.

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

   The problem with Amazon Web Services has been resolved and the importing feature is available again.

7. Some Wild Apricot sites are blank or experiencing internal errors

   Some Wild Apricot sites are blank or display an Internal error message. We are working to resolve these issues as quickly as possible.

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

   The issues with blank sites and sites with internal errors has been resolved. We are very sorry for these unexpected problems. Please let support know if you continue to experience any issues with your site.

8. Websites are currently not displaying

   Hi everyone,

   We are currently experiencing an issue whereby some web sites are not displaying.

   You may receive a message on your screen that says

   " Website temporarily unavailable" or a "504 Gateway Time-out error."

   This occurred at approximately 12:10 pm Eastern standard time.

   Our engineers are working to resolve the issue as quickly as possible

   We apologize for the interruption in service and appreciate your patience

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

   Hi everyone,

   On December 6th, 2016, we had two incidents that occurred with our latest release 5.9.

   The first is where some websites would not display and give one of the following messages

   “ Website temporarily unavailable” or a “504 Gateway Time-out error.”

   This first incident lasted approximately 70 minutes. 11:45am till 1:30 pm est.

   The second incident was an issue with the 3 column layout not working properly.

   This second incident lasted approximately 18 hours. Dec 6, 2016 11:45 am till Dec 7th, 2016 6:00 am est

   Both of these incidents have been corrected and we will publish the root cause once available.

   We apologize for any inconvenience this may have caused and truly appreciate your patience

9. Version 5.10 to be published on March 13, 2017

   Version 5.10 of of Wild Apricot is scheduled to be published on Monday, March 13th, beginning at 2:00 am (EST). The publication process will take the entire day but Wild Apricot sites will still be accessible during this time.

   This update includes new features and enhancements to existing features, as well as a number of bug fixes. The changes include:

   • Ability to schedule email blasts for future delivery
   • Option to display a Not attending button in event announcement emails
   • New members cannot register for events using member-only registration types until their membership is activated
   • Option to automatically suspend overdue members
   • Recurring members can update their own credit card details
   • Free and Variable event labels no longer displayed
   • Each area in admin view now identified by unique URL, allowing you to bookmark or link to each area

   Among the bug fixes are various importing and email issues.

   For more information on the new features, enhancements, and bug fixes, see help.wildapricot.com/display/DOC/Release+5.10

   We hope you enjoy the new features.

   Sincerely,

   Wild Apricot Support

   Version 5.10 of of Wild Apricot is scheduled to be published on Monday, March 13th, beginning at 2:00 am (EST). The publication process will take the entire day but Wild Apricot sites will still be accessible during this time.

   This update includes new features and enhancements to existing features, as well as a number of bug fixes. The changes include:

   • Ability to schedule email blasts for future delivery
   • Option to display a Not attending button in event announcement emails
   • New members cannot register for events using member-only registration types until their membership is activated
   • Option to automatically suspend overdue members
   • … more
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   Resolved  ·  AdminTeam Support (Customer support, Wild Apricot by Personify) responded

   Wild Apricot Version 5.10 was successfully published. Some sites are experiencing internal errors. We are working to resolve this issue as quickly as possible.

10. 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.

11. 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

12. 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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13. 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.

14. 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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15. 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

    12 votes

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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.

16. 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.

17. 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

18. 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.

19. 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.

20. 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.