system down

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27 June 2013 14:27

Our system seems to be down, all our brokers are unable to use it and my staff are experiencing the same problem. Could someone please respond urgently

Kind Regards

 

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  Adam Bishop 02 July 2013 14:07

  It's Adam here.  I'd like to apologise personally for the slowdown. Despite our best efforts the problems we've been experiencing have come without warning.

   

  The whole team here has been working round the clock to get this fixed for you.

   

  Last night, we changed our main database server for a newer, much more powerful machine.  This has not helped.  There is a bottleneck which so far we've not able to resolve, despite our entire team and hosting company now working on this for many days.  The nature of this problem is unprecedented and we're leaving no stone unturned in searching for the right solution.

   

  We work really hard to monitor all our servers and had we suspected there were any problems we would have put additional resources in place to cope with the load, something we do all the time.

   

  The bottleneck appears to have reached a tipping point at month-end as a great number of users have starting running month-end bordereaux reports.  After experiencing slowdown, more and more users are now running reports repeatedly to try and get the results they need.  Every time they do this, even if the results don't reach them or they close their browser, our servers spend resources generating results.  We'd like to advise any users who do not need to run reports today to wait as long as they can to run reports in order to ease pressure on other system areas while we fix this -- this is just a temporary measure and I understand how inconvenient this is so really appreciate your patience.

   

  We are making constant progress as we eliminate more and more possibilities. Changing the primary database server last night, although it didn't get the result we wanted, has proved to us that the problem is not in the area we were expecting and has given us a more powerful main database server for the future.  We are rolling out additional improvements across the board in both hardware and software on our web servers and will have this fixed as soon as we possibly can.
  
  In order to ease pressure on quote-creation and other critical areas and to enable us to perform emergency maintenance, we are going to temporarily disable the Reports area of SchemeServe - for some selected sites - from 4pm today until later this evening.  If your site is affected when you visit the Reports area you will see a message advising you of this. This is an essential step for us in fixing this problem, we are sorry for the inconvenience and will re-enable reports as soon as we are able to bring system speed within normal levels.
  
  We will continue to keep you updated via email as normal, plus support tickets, the answers forum and Twitter, but if you'd like to talk to me about anything, just drop me an email at adam.bishop@schemeserve.com.

   

  Adam Bishop
  CEO
  SchemeServe

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  Chris 03 July 2013 16:29

  Hi all,

  Following a number of performance updates applied last night we have been closely monitoring the system today and have seen much better overall performance. We will keep a close eye on the system throughout this week and keep you updated via emails, support tickets, forums, and twitter.

  Kind regards,
  Chris

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