479 results found

1. Wild Apricot services availability issues on December, 3rd 2015

   Unfortunately almost all of our services were partially available for a total of 3 hours (6:50 AM till 10:05 AM EST) on December 3rd 2015 due to network connectivity issues with our Data Center's Internet Service Provider.

   This affected availability of clients, marketing, help, support websites including availability of payments and emails processing services.

   As for payments the consequences some of them might be processed by an online payment system, but not recorded in Wild Apricot. In this case we would recommend recording such payments manually in Wild Apricot.

   For email blasts, those were also not sent, so there might be some delay with sending.

   The issue has been already fixed by our and Data Center ISPs System Operations engineers.

   We apologize for the inconvenience.

   Sincerely,

   The Wild Apricot Team

   Unfortunately almost all of our services were partially available for a total of 3 hours (6:50 AM till 10:05 AM EST) on December 3rd 2015 due to network connectivity issues with our Data Center's Internet Service Provider.

   This affected availability of clients, marketing, help, support websites including availability of payments and emails processing services.

   As for payments the consequences some of them might be processed by an online payment system, but not recorded in Wild Apricot. In this case we would recommend recording such payments manually in Wild Apricot.

   For email blasts, those were also not sent, so there might… more

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2. Version 5.6.3 update on November 11th, 2015 at 3am EST

   An update of Wild Apricot to version 5.6.3 is scheduled for Wednesday, November 11th, beginning at 3:00 am (EST). Wild Apricot sites may be inaccessible for up to 15 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+5.6.3.

   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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3. Version 5.6.2 update on October 28th, 2015 at 3am EDT

   An update of Wild Apricot to version 5.6.2 is scheduled for Wednesday, October 28th, beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 15 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+5.6.2.

   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

   We’ve published WA Update 5.6.2. Downtime took 17 min beginning from 3:00 AM EDT.

4. File storage availability issues 18-19 October 2015

   Unfortunately our file storage servers were unavailable for a total of 8 hours (from 5:30 PM on 18 October 2015 until 12:30 AM 19 October 2015).

   During that period of time all existing files could not be downloaded and there was no possibility of uploading any other files to our servers.

   This resulted in all images not being shown on hosted websites for that specific time frame mentioned above.

   The issue also affected Email templates, Theme Overrides, Colors and Styles settings saving functionality as it has file storage involved.

   The issue has been already fixed by our System Operations engineers and appropriate actions were performed to prevent such incidents from happening again.

   We apologize for the inconvenience.

   Sincerely,

   The Wild Apricot Team

   Unfortunately our file storage servers were unavailable for a total of 8 hours (from 5:30 PM on 18 October 2015 until 12:30 AM 19 October 2015).

   During that period of time all existing files could not be downloaded and there was no possibility of uploading any other files to our servers.

   This resulted in all images not being shown on hosted websites for that specific time frame mentioned above.

   The issue also affected Email templates, Theme Overrides, Colors and Styles settings saving functionality as it has file storage involved.

   The issue has been already fixed by our System Operations engineers… more

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   Resolved  ·  Evgeny Zaritovskiy responded

   The issue has been fixed by changing file storage server to another one which functions properly.

   Our System Operations team is monitoring health status of new server and if the problem appears again, they will react momentarily.

5. Version 5.6.1 update on October 13th, 2015 at 3am EDT

   An update of Wild Apricot to version 5.6.1 is scheduled for Tuesday, October 13th, beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 15 minutes.

   This update will introduce a new Feedback feature to the admin area, and fix the problem where the filename was overwriting the selected link text when inserting a link to a document or other file. As well, the update will address a number of bugs reported by our users. For more information, see http://help.wildapricot.com/display/DOC/Update+5.6.1.

   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

   An update of Wild Apricot to version 5.6.1 is scheduled for Tuesday, October 13th, beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 15 minutes.

   This update will introduce a new Feedback feature to the admin area, and fix the problem where the filename was overwriting the selected link text when inserting a link to a document or other file. As well, the update will address a number of bugs reported by our users. For more information, see http://help.wildapricot.com/display/DOC/Update+5.6.1.

   Please save your work and log out in advance, and warn your clients about possible… more

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   Resolved  ·  Evgeny Zaritovskiy responded

   Released and new feedback features works perfectly! For 1 week we have collected about 3K responses and managed to comment back to almost all of them.

6. 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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   Resolved  ·  AdminWild Apricot (An apricot, Wild Apricot by Personify) responded

   This issue has been resolved.

7. Version 5.6 to be published on October 5, 2015 beginning at 4am EDT

   Version 5.6 of Wild Apricot will be published on Monday, October 5th, beginning at 4:00 am (EDT). Wild Apricot sites will be inaccessible for up to one hour.

   This release will include several new features, including:
   * Redesigned process for inserting images and other files
   * Multi-session events
   * Updating membership level via API
   * Two new ecological theme sets

   For more information, see http://help.wildapricot.com/display/DOC/Release+5.6.

   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

   Downtime took 35 min beginning from 4:00 AM EDT. We experienced problems with payment processing just after publication till 5:24 AM due to the internal problems during publication process.

8. System maintenance on September 9, 2015 at 3:30 am (EST)

   Wild Apricot will be performing system maintenance on Wednesday September 9, 2015 beginning at 3:30 am EST.

   The maintenance may take up to 30 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  ·  Dmitry Smirnov responded

   Successfully published.

9. 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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   Resolved  ·  Steve Andrews responded

   Update published with only 5 minutes downtime.

10. System maintenance on August 13, 2015 at 3 am (EST)

    Wild Apricot will be performing system maintenance on Thursday August 13, 2015 beginning at 3 am EST.

    The maintenance may take up to 30 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

    Successfully published

11. 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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12. 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 instead of the backup server.

    When the primary server was restored the synchronization was turned back on which resulted in member profile pictures that were uploaded to the server, marked as primary, being removed automatically by the synchronization service.

    This impacted approximately 10% of our clients and they have all been notified of the error.

    We’re revising our back-up and restore procedures to eliminate any future occurrences of this nature.

    We apologize to you and your members for any inconvenience this may have caused.

    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… more

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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

13. 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.

14. Version 5.4.2 update on July 9th, 2015 at 3am EDT

    An update of Wild Apricot to version 5.4.2 is scheduled for Thursday, July 9th, beginning at 3:00 am (EDT). The update may take up to 15 minutes to complete.

    This update will address a number of bugs reported by our users. For details, see Update 5.4.2 http://help.wildapricot.com/display/DOC/Update+5.4.2 .

    There will be no downtime, but connections to your site will be dropped briefly at some point during the update. 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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15. 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 the primary server, meaning our clients will have their files restored and functioning, however we recommend NOT making any changes to your site until tomorrow morning (approximately 8-9AM EST). Any file changes can cause conflicts, be unavailable, or lost.

    I will continue to post updates as they come. We apologize for the inconvenience this incident may have caused.

    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… more

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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 decision to execute our recovery procedure and deploy our backup server. Client websites were restored at 4:35 PM EST.

    Important note:
    Any changes that were made to websites during the outage was not lost. This recovery process to restore all the data was longer than expected and at 02:00 AM EST, July 7th, 2015 all client data was restored to reflect changes during the outage.

    Root Cause:
    The root cause is still under investigation and we will update our Service notices when the investigation is complete

    Remediation Effort to Avoid Future Similar Incidents:
    Wild Apricot engineers are in the process of developing a revised design plan to improve our file resource performance that creates maximum availability and faster disaster recovery time. This includes a redesign of our backup schema to provide minimum restore time for all user data.

    Client Support Centre:
    A recorded message describing the outage was placed on the help desk line as well as updating our “Service notices” in the Wild Apricot forums with a description of the incident. As a result of this outage, the support centre received a significant increase in email request which totaled 199 new tickets and moderate increase in phone calls which totaled 92 during the course of this incident.

    We sincerely apologize for this disruption in service and any inconvenience this may have caused

    See also http://forums.wildapricot.com/forums/308923-service-notices/suggestions/8896822-system-maintenance-on-july-17th-2015-at-4-am-est

    (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… more

16. 53 minutes downtime on Mon 29 Jun, starting at 10:00am EST

    The main reason was one of our servers unexpectedly hit storage capacity. This has been resolved.

    Downtime was from 10:00-10:53 EST

    There was an additional 6 min downtime due to low performance of SQL – we started procedure to decrease log file size on SQL.

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17. TLS Version 1.0 and PCI compliance

    The PCI (Payment Card Industry) Security Standards Council https://www.pcisecuritystandards.org/index.php – which administers the security standards for major credit card companies – has identified vulnerabilities https://www.pcisecuritystandards.org/pdfs/15_04_15 PCI DSS 3 1 Press Release.pdf in Version 1.0 of the Transport Layer Security (TLS), the protocol used to encrypt online transactions.

    Consequently, they will be requiring all online transactions to be conducted using more recent versions of TLS. Those that continue to use TLS Version 1.0 after the deadline date of June 30, 2016 will no longer be considered PCI compliant. In the meantime, software applications that use TLS 1.0 must submit a risk mitigation and migration plan to remain PCI compliant.

    Since there are still some browsers on particular operating systems https://en.wikipedia.org/wiki/Transport_Layer_Security#Web_browsers that do not yet support the newer versions of TLS, Wild Apricot will leave TLS 1.0 enabled until the June 30, 2016 deadline. We have submitted our risk mitigation and migration plans to our PCI DSS document provider to ensure that Wild Apricot and its online transactions remain PCI compliant. Click here http://www.wildapricot.com/security-policy-overview to view our most recent compliance report.

    Wild Apricot remains committed to the highest industry standards of security to protect the safety of your online transactions.

    For more information, contact Wild Apricot support http://www.wildapricot.com/wildapricotcontact .

    Sincerely,

    The Wild Apricot team

    The PCI (Payment Card Industry) Security Standards Council https://www.pcisecuritystandards.org/index.php – which administers the security standards for major credit card companies – has identified vulnerabilities https://www.pcisecuritystandards.org/pdfs/15_04_15 PCI DSS 3 1 Press Release.pdf in Version 1.0 of the Transport Layer Security (TLS), the protocol used to encrypt online transactions.

    Consequently, they will be requiring all online transactions to be conducted using more recent versions of TLS. Those that continue to use TLS Version 1.0 after the deadline date of June 30, 2016 will no longer be considered PCI compliant. In the meantime, software applications that use TLS 1.0 must submit a risk… more

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18. Version 5.4.1 update on June 30th, 2015 at 3am EDT

    An update of Wild Apricot to version 5.4.1 is scheduled for Tuesday, June 30th, beginning at 3:00 am (EDT). Wild Apricot sites may be inaccessible for up to 15 minutes.

    This update will include responsive versions of the Fiesta, Clean Lines, Dark Impact, Treehouse, and White Space website themes, and fix bugs reported by our users. For more details, see Update 5.4.1 http://help.wildapricot.com/display/DOC/Update+5.4.1 .

    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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19. Version 5.4 to be published on June 15, 2015 at 3am EDT

    Version 5.4 of Wild Apricot will be published on Monday, June 15th, beginning at 3:00 am (EDT). Wild Apricot sites will be inaccessible for up to 15 minutes.

    As well, the Facebook Like Box gadget, which is based on a plugin being discontinued by Facebook, may not be viewable for up to an hour (until 4am), at which point it will be replaced by the new Facebook Page gadget.

    This release includes a number of new features, including:
    -WordPress integration
    -Single sign-on service
    -Line height control
    -Another responsive theme

    For more information, click here http://help.wildapricot.com/display/DOC/Release+5.4 .

    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

    Version 5.4 of Wild Apricot will be published on Monday, June 15th, beginning at 3:00 am (EDT). Wild Apricot sites will be inaccessible for up to 15 minutes.

    As well, the Facebook Like Box gadget, which is based on a plugin being discontinued by Facebook, may not be viewable for up to an hour (until 4am), at which point it will be replaced by the new Facebook Page gadget.

    This release includes a number of new features, including:
    -WordPress integration
    -Single sign-on service
    -Line height control
    -Another responsive theme

    For more information, click here http://help.wildapricot.com/display/DOC/Release+5.4 .

    Please save your work… more

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20. Database maintenance on May 30th, 2015 at 1am (EST)

    Wild Apricot database maintenance is scheduled for this Saturday, May 30th, beginning at 1:00 am (EST). The maintenance may take up to an hour to complete. During this time, some components may be unavailable, including email log, billing, importing, and payments. As well, Wild Apricot's marketing, support, and help sites may be unavailable.

    This maintenance is intended to increase service reliability and performance of core Wild Apricot components.

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

    We apologize for any inconvenience.

    Sincerely,

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