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2023-08-29: Brief outage for sending replies in LibAnswers (US region)

Springy_Meg
Springy_Meg Member, Administrator, Moderator, Springy, SpringyCamp Counselor admin
edited December 2023 in Springy Community Announcements

On August 29, at about 11:49 Eastern time, you may have seen replies to tickets fail in LibAnswers with the following error:

404 Not Found Error message in LibAnswers

We saw these error on our end, too, and were unable to reply to Springy Support tickets.

Luckily our mail server provider identified the problem quickly and put a fix in place within a matter of minutes. The incident is now resolved.

Go to your LibAnswers Dashboard > Errors tab to see affected tickets — any tickets that show the following error should be resent: Client error: `POST [URL_shown_here}` resulted in a `404 Not Found` response: 404 page not found

You can verify if a reply has been sent by checking the ticket. The bottom of the reply will have a gray row and show the emailed recipients if it was successful.

Lounge_successful_reply.png

If this area is blank — i.e., no gray row appears here — resend the reply. Here is how to resend a reply.

We regret the inconvenience!


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Comments

  • Carla_Be
    Carla_Be Member Springy Initiate
    edited September 2023

    Hello! We are having issues now (site ID 1982) with LibAnswers. We can sign in, but the dashboard never opens. Could this be related?

    We see this message:

    Your login request is being processed...
    If you are not redirected after a few seconds, please     click here to continue.
    When I click on the link (above) it does not open anything

    Thank you. Best regards,

    Carla

  • Springy_Meg
    Springy_Meg Member, Administrator, Moderator, Springy, SpringyCamp Counselor admin

    Hi, @Carla_Be — sorry for the trouble here! LibAnswers sites in the Europe region experienced issues this morning (September 29) for about a half hour, starting around 3:40 AM Eastern. Our devs were able to get it resolved quickly. 🤓

    We regret the inconvenience! If you or anyone reading this is still seeing odd behavior (like your ticket count in the dashboard showing as 0) try logging out and back in. If that doesn't work, clear you cache, and you should be good to go. For anything else, please reach out to Support and we'll take a look.

    Note: This was fully unrelated to the issue reported August 29. Regards — Springy Meg

This discussion has been closed.

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