Good evening Keith and everyone
I have received the following from Gordon at Bury today
Only just had time to look at this myself tonight since i got in from work
This is an apology from Perform to everyone
their email address is as follows
technicalsupport@performgroup.comSTATEMENT ON COMMENTARY ISSUES FROM PERFORM
Background
During the afternoon and evening of 1st December, a number of clubs reported problems with users logging in to the Player sites to access the live match commentaries.
What happened
The problems related to an upgrade of the web servers which was started earlier in the week and was scheduled to continue throughout the week commencing 1st December. The problem stemmed from a slight change in the way the old and new servers handle certain login ‘cookies’. Whilst the Platform team didn’t experience any problems during testing, when the changes were deployed to the live environment, a small percentage of users were affected.
Who was affected
Whilst the number of users who experienced problems trying to login is relatively small in percentage terms (we had approx 300 user complaints and our logs showed around 4000 successful logins per hour at that time), we recognise that an unusually high number of users had negative experiences with the service and we unreservedly apologise for this.
Action taken to resolve the issues
The significant majority of the issues experienced that were reported to Customer Services on the night were resolved. Clearing the users’ cache resolved this problem in nearly all instances.
As a direct result of the issues experienced by users, we have now rolled back the web servers to the previous version. This appears to have resolved the issue that some users were having regarding logging in. We will not now be upgrading the servers until we have established the cause of the problem and resolved it. This is unlikely to be this week.
The Account team will be kept informed of the timing of any upgrades moving forward.
The immediate concern is that there are a number of matches tonight. These matches will be monitored closely to ensure that if any further issues arise, they are escalated and dealt with immediately.