Moonfruit Lounge - Resolved: service outage: 08.10 GMT 25 Jan 2008 - Comments

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Hank

Hank — Tue, 26 Feb 2008 18:53:55 +0000

My website is ALL screwed up!!!! Somebody please help me!!!! There is no number for me to call !!! I can't bring my website up after I log on !!! This really SUCKS !!!!!
Go ahead and try for yourself!!! 1client.moonfruit.com PLEASE straighten out my problem & your SERVICE!!! THANK YOU !!!!! HANK.

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Express Tech

Express Tech — Tue, 12 Feb 2008 20:19:58 +0000

Numerous websites of mine thru moonfruit and moonfruit itself is not working, whats wrong, this contiues to happen, and clients continue to become more and more enraged,

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Pete

Pete — Tue, 12 Feb 2008 18:28:50 +0000

Joe, Walt.

Something must be wrong as we all seem to be having the same problems with our sites not opening all the time or opening really slowly...Please can someone look into this as we are all losing business whilst they are down.

Many Thanks

Pete

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Walt

Walt — Fri, 08 Feb 2008 12:41:33 +0000

Hi Bernadette,

Please see my email response, it provides a bit more detail on what to check for, what we have done, and some changes in our latest release.

Regards

Walt

Resolved: service outage: 08.10 GMT 25 Jan 2008 - bernih

bernih — Thu, 07 Feb 2008 16:42:28 +0000

Hi Walt,

I've emailed back as I am still experiencing problems with my www.photabulous.co.uk site.

I cannot edit it in any way at all either through Moonfruit or through my account site www.prestatyncricketclub.com. The downloading edit tools simply wil not load on the page.

Is there anyway you could put back the log in details on the photabulous site and I can try and log in directly on the site itself? I deleted the log in details at the bottom of the homepage as it is a business site.
Hope you can help as I need to update the site.

Thank you
Bernadette

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Walt

Walt — Wed, 06 Feb 2008 11:31:36 +0000

Hi Bernadette,

Please check our response in your email inbox. We have a few questions for you which might help us establish why you are currently having problems.

And we have a setting change for your browser that may help.

Thanks

Walt

Resolved: service outage: 08.10 GMT 25 Jan 2008 - bernih

bernih — Tue, 05 Feb 2008 20:06:44 +0000

Hi,

I have had intermittent days when I can access both this site and my other site to edit them www.photabulous.co.uk

Today however, even when I have accessed my account via moonfruit, I am unable to log in and edit either site. I have submitted a support ticket and await the outcome.

When I attempt to log in on the site itself, the log in button on the sitemaker log in panel will not work and refuses to log in. Intermittently the home pages on both sites only partially load. In my office I have 3 Pc's and I cannot access my sites on any of them.

I'm quite upset now, as both these sites require constant updating and I can't update either of them. Please help! By the way I clear the cache every time I try to gain access to the sites. This helps me get to the home page of both sites, but from then I am still denied access to log in.

I hope someone can help me out soon. Thank You.

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Pete

Pete — Tue, 05 Feb 2008 11:45:00 +0000

Hi Joe I think I have fixed it, It would not let me edit any thing and one of the pages that had the a form page for customers to complete would not stop trying to load, so I got rid of that page and added another and now its working, It could have been because they was a backlog when your system when down?

Cheers

Pete

Resolved: service outage: 08.10 GMT 25 Jan 2008 - joe

joe — Mon, 04 Feb 2008 16:34:05 +0000

Hi Pete, I've seen your ticket in the support queue, I think the problem is that there is not enought information for us to work out the problem. 'Not working' can often mean a number of things. Does the site load at all, does it load a broken page, does it load but not let you edit, etc. I've replied to you via the support system. If you can take a screenshot of what you are seeing and reply to me with this attached, we can see better what you mean. Thanks, Joe

Resolved: service outage: 08.10 GMT 25 Jan 2008 - pete

pete — Mon, 04 Feb 2008 08:51:46 +0000

Joe, I have cleared the cashe and I can get on the web site but as soon as I try and edit it it goes down again and can not get back on it, I already have a couple of tickets...but by can I not get on the main moonfruit site as well as mine.....all other sites are ok. Pete

Resolved: service outage: 08.10 GMT 25 Jan 2008 - joe

joe — Sun, 03 Feb 2008 20:56:19 +0000

Hi Pete, there have been no problems with our service since the 2 hours focused on in this article. I have checked your site and it all works correctly. I would clear your cache and try again. I hope that helps, Joe

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Pete

Pete — Sun, 03 Feb 2008 10:33:11 +0000

My site has also been down for 2 days now, and the same problems, I can not even open the main Moonfruit site, it came on for 2 mins then went off again...Its really poor as I am loosing business from it been down.

I have had a ticket on but no response

Resolved: service outage: 08.10 GMT 25 Jan 2008 - joe

joe — Tue, 29 Jan 2008 21:34:50 +0000

Hi Dee, sorry to hear you're still having problems. Are you saying that it worked after you cleared your cache, but is now no longer working again?

I don't think I have enough information to help, and don't know your site address so can't track down your ticket on the support system. If you can give me a clue I'll see if I can help ;-) Thanks,

Joe

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Dee

Dee — Tue, 29 Jan 2008 19:05:06 +0000

Oh - short lived... :-( back to the same problems. Nothing works. I can't access moonfruit.com or my site. Everything else on the internet works fine. Moonfruit said it must be my computer. I have just used another PC and it's not letting me do it from there either so clearly not my pc. They said because they can't recreate the problems they can't help. Lucky me paying for a service I can't even use!

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Dee

Dee — Tue, 29 Jan 2008 16:41:49 +0000

Thank you SO much Joe... I have been without a site for a week and even moonfruits wasn't working... I checked your suggestions and it seems to have fixed the problem finally!! THANK YOU!!! This happens so often with my site that I'm wondering if the cache was the problem (I'd never heard of it before until you mentioned it!)... Cheers!! :o)

Resolved: service outage: 08.10 GMT 25 Jan 2008 - joe

joe — Tue, 29 Jan 2008 11:22:12 +0000

Hi Dee, our service was unavailable for 2 hours on Friday 25th Jan only. Since then there have been no issues. If you are still unable to reach your site, you should log a support ticket at http://www.sitemakerlive.com/en/sup... . It is possible that you are seeing a cached version of the unavailable site, so you should clear your cache and refresh your site. I hope that helps, Joe

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Dee

Dee — Tue, 29 Jan 2008 07:33:04 +0000

Oh and to add - I haven't been able to get onto moonfruit.com for almost a week to even try and update my site... both my site and the moonfruit site aren't working and haven't been for almost a week.

Resolved: service outage: 08.10 GMT 25 Jan 2008 - Dee

Dee — Tue, 29 Jan 2008 07:20:33 +0000

My site has been down all week and I'm really unhappy with the amount of times this happens. Moonfruit should reimburse people for the time they don't have the service they are actually paying for. I will be expecting a month for free to make up for the time over the past year my site has been down. I find it totally unacceptable and have never known another company to have it's sites down so often.

Resolved: service outage: 08.10 GMT 25 Jan 2008 - joe

joe — Mon, 28 Jan 2008 09:32:55 +0000

Hi Andrew, we do host the sites ourselves, but we still need connectivity to the outside world so that your sites are reachable. It has been a problem with this external connectivity that taken us offline. Basically, all the sites and machines are fine, but the major ISP that connect up to us had a severe outage with a core piece of equipment that took us and many other technology providers offline. This is extremely disappointing as we pay for a 100% uptime from them, so we are of course following it up.

Had in been a machine failure, then there are several layers of backup that kick in which would have kept the sites running. But no matter how many machines we have, if we lose our connection, it causes a problem. I hope that helps explain things,

Joe

Resolved: service outage: 08.10 GMT 25 Jan 2008 - design32 ( Andrew

design32 ( Andrew — Sun, 27 Jan 2008 06:59:06 +0000

wasn't there a similar outage last year when a number of moon fruit sites went down ( in the london area) obviously to do with these problems you are having with what ever network provider you're with, moon fruit as it stands has an awful lot of sites so if further outages are to happen wouldn't it be best if moon fruit looked at hosting the sites them selves

i know many network provider's or have seen this mentioned there will always be a back up server which is supposed to kick in if something like what happened last friday ( 25th Jan 08) i like the idea of being notified via RSS