Not able to view uploaded screenshots.
We haven't been able to get lighthouse to answer support.
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1 Posted by Nicole on 01 Mar, 2011 10:08 PM
I've just checked https://recurly.lighthouseapp.com/projects/34114/tickets/381-safari... and the attachment there was viewable without issue.
Is this still a problem? We're not seeing extreme delays in processing, but it's not instant either.
Let us know if you're still having issues on specific tickets and please provide links to them.
Thanks,
Nicole
2 Posted by Court Kizer on 01 Mar, 2011 10:40 PM
Nicole:
It's viewable now, after 24 hours. You guys don't offer support fast enough
to diagnose the problem!
Go into our account, create a new ticket (you have our permissions)
immediately upload a PNG (must be PNG) image attached to the ticket of a
small size like 20k, you won't be able to view it till about 4 hours… 500
errors or blank file, not the one that points to amazon s3.
There's about 4 threads on help.lighthouseapp.com about this same issue and
you have never resolved it for any customer for the last 6 months.
Regards,
Court Kizer
On Tue, Mar 1, 2011 at 2:08 PM, Nicole Ramsey <
[email blocked]> wrote:
Support Staff 3 Posted by Tiger Team on 02 Mar, 2011 12:03 AM
We typically spawn private conversations to deal with specifics.
Usually we either have a lag in background job processing which
happens, rarely, and backs things up an hour or two, then it rights
itself, or users are doing something like uploading corrupt images.
We have never seen attachments consistently take more than a minute or
two, on average, outside of these events.
4 Posted by Court Kizer on 02 Mar, 2011 12:15 AM
This is consistent, none of the images are corrupt. And I've spoken with one
of the designers of lighthouse a friend of mine, and he says this happens in
his account too.
It's happening right now in our account. Corrupt pngs wouldn't load, they
wouldn't give a 500 error.
Please create a ticket in our account and try it for yourself. We need this
fixed, you need to verify the error again.
We created 100 tickets in about an hour yesterday and not a single one of
the website screenshots were processed by your server until about 5 hours
later.
Please let me know how I can escalate this.
Regards,
Court Kizer
On Tue, Mar 1, 2011 at 4:03 PM, Court3nay <
[email blocked]> wrote:
Support Staff 5 Posted by Tiger Team on 02 Mar, 2011 12:47 AM
Not only do I own the company, but I'm also the sysadmin and lead developer. So you're about as escalated as you can get.
I just tested a few attachments and it's currently taking about 5-30 seconds before it's available. (please see https://recurly.lighthouseapp.com/projects/34114-recurly/tickets/38... for an example of my fine project manager trying to catch flies) For those 5-30 seconds, you will get 500 pages (that's something we're working on) but after that it redirects to s3 just fine.
6 Posted by Court Kizer on 02 Mar, 2011 01:01 AM
Cool:
Then you probably know our mutual friend Josh Pyles
Great test… but please watch me create a ticket (and yes I do have
permission to create images) this has been going on for 6 weeks, i thought
it was a permissions issue, until I went back into a ticket that gave me a
500 error.
I'll create one right now, see if you can click it less than a minute from
when this email is created.
On Tue, Mar 1, 2011 at 4:47 PM, Court3nay <
[email blocked]> wrote:
7 Posted by Court Kizer on 02 Mar, 2011 01:08 AM
Please see this ticket:
https://recurly.lighthouseapp.com/projects/34114-recurly/tickets/390-ticket-to-show-lighthouse-staff-image-problems
They all load 10x quicker than yesterday, it's obviously touch and go…
Check your logs for yesterday and you will see we got a bunch of 500 errors,
and it didn't point to amazon s3 either…
If I upload a zip file it will do this. What happens that causes this?
It's obvious you guys know (not trying to be a jerk), because you've
acknowledged the error several times on the forum,
and since I posted on twitter, I've had about 15 people email me who asked
if I found a solution to the problem yet,
because they are having similar issues.
I know we need to re-create the error to get it going.
Support Staff 8 Posted by Tiger Team on 02 Mar, 2011 01:15 AM
You will get 500 errors in the space of time between uploading an
image, and it being processed to s3 (this is a flaw of our hosting
platform, we're still trying to come up with a way of solving it).
This period of time can be 15s - a few minutes. If there's a big queue
backlog it can take longer, but these are rare. If the image errors /
is corrupt, it will then revert to a white screen.
(The other user who is currently having an issue was uploading
corrupted files, and it's not the same thing)
Support Staff 9 Posted by Tiger Team on 02 Mar, 2011 01:15 AM
I've sent Josh off to the Eastern Front for talking about Fight Club.
Nicole closed this discussion on 22 Mar, 2011 04:31 AM.