Update on Site Loading Issues

December 4, 2021 9:41 pm

Hello, Subeta!

Last night Subeta's servers had a severe outage, bringing the site down for about two hours. Keith brought back-up servers online, but several features are still being impacted. The reason for the outage is still under investigation and, while a fix is being worked on, there may still be disruptions to features such as wardrobe, access to forums, and autopricing.

Subeta was one of the earlier pet sites and continues to provide fun and content, integrating old features and adding new ones, but this means that problem-solving for its unusual server load and output can take time. We will be posting more information on as we get it, and those posts can be read through the Staff Forum Posts on the sidebar even if you're unable to log into the forums. The status page is also being updated!

This was not put in as a news post earlier because we wanted to have more information for y'all if at all possible, but we're open to feedback on whether that works. Please let us know what you'd prefer in the comments!

December 5, 2021, 2:22 am by

Do we get another chance for meoldy??? When I logged in I couldn't get her prizes :(((

December 5, 2021, 1:34 am by

Is the wardrobe still down? I can't seem to load it.

December 5, 2021, 1:24 am by

It took a really long time for the server status page to accurately describe the site issues. Also even though the wardrobe is covered under “new subeta” it’s a big enough feature that I would list it on its own

December 5, 2021, 1:19 am by

Well a news post won't exactly work when the whole site is down, for that we pretty much have to depend on Twitter and Facebook. Other than that the News is the first thing we see when we open the site usually, so I'm all for any site updates here, especially when forums aren't loading.

December 5, 2021, 1:14 am by

I, personally, would like staff to acknowledge an issue as soon as they are aware of it. Preferably in a news post. Even if it is a quick fix. As soon as most of the player base finds an issue and tries to bring attention to it, only for it to never be mentioned, makes it feel like we are being ignored and aren't even cared about. I've ran across numerous people dropping decade long subscriptions to this site because they've felt this way. I didn't even mention the lag issues I've personally been having because, honestly, I don't think I've had a full day on this site without lag yet. And I get it. I'm patient and super chill with a lot of things. But don't continue to stay silent on issues you ✨know✨ about. It's infuriating. However, thank you for this update.

December 5, 2021, 1:02 am by

Ugh... the site outage just had to happen when I tried logging in for the day to get Melody's items. I tried multiple times for over an hour, but to no avail. I'm curious to know if those who couldn't visit Melody will be given a second chance?

December 5, 2021, 12:43 am by

I do hope that those who were trying to get their Melody items and couldn't will have the chance to do so AND will have them count towards their achievements. It's not fair if people who are legit trying to earn the achievement get barred just because the hours they can play Subeta, the site goes down.

December 5, 2021, 12:38 am by

Thanks so much for the update!! I'm still struggling to get images to load on my end. Perhaps I should try relogging into New.Subeta and see if that helps.... (I just wanna edit my tree 😭)

December 5, 2021, 12:30 am by

I don't care about the technical stuff, tbh. It means nothing to me. I just like to know that there is an issue that is being recognized, is being worked on, and if it impacts anything (like dailies that stack i.e. melody and bath) that we get the prize for that day of we tried to get it and couldn't. Or if it eats our CSC or sP, that we'll be reimbursed. But please, please just give us a news post here cross posted to the social medias right at the start of things so we're not freaking out trying to figure out if it's just us or if it's everyone.

Mainly, I just want this site to work. I know y'all are doing your best though, so thank you.

December 5, 2021, 12:27 am by

Even if some don't use Facebook, Twitter, etc. (which is the case for myself), some do. It's an additional way to communicate (especially if the site is down). I think it should be treated as secondary whereby the initial message should be focused on Subeta... even if it's just to indicate the site is down (I miss the image of the pet ready to smash things).

December 5, 2021, 12:22 am by

I'm definitely in favour of a news post. All the technical stuff can go in an edit or a new post but just an acknowledgement of an issue is important.

December 5, 2021, 12:21 am by

Thank you for the update and all your hard work

December 5, 2021, 12:17 am by

Hi, the Lumi tree is not working for me. Yes, I've tried to clear cache (five times, different times during the day). Thus, the suggested solution isn't working. I can't load the tree or ornaments. Furthermore, I can't see images of previous years.

Is anyone else having this?

As a user, I appreciate the faster we know that an issue is occurring so we aren't left wondering if "it's only me".

I appreciate the staff working on the issues... if the news post could specify other problems while people are reporting/commenting on them it would also help reassure that it's more than 1 person.

December 5, 2021, 12:15 am by

As others have mentioned, I also prefer news post, even if it's just to say that you're unsure of what's going on but that you are at least aware of the situation goes a long way!

Thank you for all your hard work and I hope the entire Subeta team has a wonderful lumi/winter holiday this year!

December 5, 2021, 12:02 am by

My 2 sP is that people don't necessarily want to wait to know what the issue is specifically (like behind the scenes) or wait to know when it'll be fixed (because that can't always be known).

What people want is:

acknowledgment that there is an issue (generically, like an error with avatars, shops restocking, autoprice)
to know it's not just them
to know that staff also know that there is an issue
to know staff is working on the issue

The details can wait until later.

Ex. Use a banner on site when there is an ongoing issue (to acknowledge that the issue is happening).

If the issue looks like it's going to continue after an hour so, then a brief news post stating that it is an ongoing issue staff knows about / they're working on it / thanks for bearing with us we'll update as we know more. Update that news post as the issue progresses & when staff are done for the night/will work on it tomorrow. Maybe a once an hour brief addition to the news post (not a new post every time(!) of course). Even a "1 am: we're still working on it!" would be good.

Also make a social media post (twitter, facebook, discord announcement) stating that there is an issue with X & link to the onsite news post for more information. It looks professional, keeps all the information in one place (the news on site), because people follow the social media accounts for reasons like this. If the site isn't loading at all & people can't view the news post, then that information should be mirrored on the status/notion page & linked in its place (like, linked on the social media sites). Lastly, thanks for all you do, staff. ❤️

December 4, 2021, 11:59 pm by

Always appreciate you all!

December 4, 2021, 11:55 pm by

Thanks for the update :)

December 4, 2021, 11:48 pm by

Even if you don't know any details I would like to see a news post along the lines of we know there's a problem and we're looking in to it, then something a little more detailed when you find out more. So at least we know you're aware of a problem and we can be assured it's being worked on. Thanks.

December 4, 2021, 11:48 pm by

The site just did a redirect on me when trying to come in this evening. Luckily it let me in without giving me an error message this time.

Thank you for the news update :).

December 4, 2021, 11:42 pm by

Any site news should ALWAYS be a news post, I don’t know why we keep having to say this. majority of the user base will not be checking facebook or discord for game changing info so please stop burying it. I hate to be negative but come on, we tell you guys this every single time

December 4, 2021, 11:36 pm by

Thank you. I love knowing what's happening, by being updated either by a news post, or the little text I sometimes see in blue on the top of the page, that has a small statement saying something along the lines of "we are working on the issue" I'm old and don't venture into Twitter Instagram or Facebook. Hope you get it sorted soon, but hey quests still work and we can access melody shops and games.

December 4, 2021, 11:22 pm by

Thank you for all of the hard work y'all are doing & thank you for keeping us updated!

December 4, 2021, 11:21 pm by

technically letting us know when an issue occurs is news, so i think a news post makes the most sense overall. because when people encounter an issue, i think most people tend to refer to the onsite news posts or announcements pages in order to see if there’s been any recent acknowledgement of any issue.

some people (like myself) didn’t even really know there was a status page, and also don’t use twitter at all or enough for an update on twitter to be the most viable option. that’s my take anyway. letting us know you’ve come across an error and are looking into it and we will be updated accordingly once you find out more information.

December 4, 2021, 11:02 pm by

Thank you for the news post! I think a little banner would work, too, if you don’t have a lot to share and it’s impacting forums. I joined Subeta a little while before the last major reset, so pretty much any lag, downtime or bug since then feels pretty minor. I just appreciate the communication, so I know it’s not just me. :)

December 4, 2021, 11:00 pm by

I didn't even know we had a status page. Personally, I prefer news posts here, it's more convenient.

Thank you to Keith and all the staff for the work you are putting in! We all appreciate what you do, from the day-to-work to the crisis mitigation!

December 4, 2021, 10:52 pm by

Thank you for you're hard work and all the staff for working on it. A news post would be awesome~

December 4, 2021, 10:49 pm by

It's nice to know that y'all are informed and that I don't need to bombard the admins with abnoxious reports. However I AM sad that my auto price didn't work BUT said that I couldn't use it again (I have a screen shot of a wild code appearing)

December 4, 2021, 10:49 pm by

News, please. I ignore the forums if at all possible, so yeah, a news post is much better for me.

December 4, 2021, 10:39 pm by

Agree with . It should be a news post or a blue banner at the top acknowledging the ongoing issues. I've been getting a Failed to fetch error all day when trying to login to be able to access forums so when I saw the siteupdate hashtag, it was rather irritating since I can't access the forum threads. Also, the fact that it took ALL day to mention what was going on is pretty bad. I'm just glad I didn't try to autoprice.

December 4, 2021, 10:36 pm by

Use the news page. Otherwise we are likely to miss it, I barely check the staff posts feature. I forget it's there more often than anything.

December 4, 2021, 10:31 pm by

news post. even if theres scarce information for the staff, users can easily make a concise list that the staff can refer to when the forums fail.

December 4, 2021, 10:28 pm by

We ask for a real news post every time there's a major issue like this. Please just use the news, especially with how often there are issues with the forums.

December 4, 2021, 10:26 pm by

A game-breaking error like the entire site going down should always be mentioned on the main news, at least in my opinion. Thank you for addressing this and the hard work to bring it back up! I know a lot of site-breakage things get discussed on the forums, but it tends to be a 50/50 crapshoot as to if a user can even access the forums when things go haywire.

My feedback on keeping players updated - Subeta's Facebook page (which is largely ignored year-round) was the only place that I could find any official mention of the outage at the time it occurred - I still haven't seen the downtime mentioned on any other form of Subeta social media, even Keith's twitter. I feel like like the site going down is the thing that should be an all-hands-on-deck broadcast to the users since no one can access the site to begin with and won't know if this downtime was planned, accidental, or even someone just flipping the switch and walking away for good. Or additional social media posts to say that users should expect issues and/or disruptions when the site is back up. There's a missed opportunity for better communication by ensuring updates like this are cross-posted both on and off the site itself, just in case the site or forums go back down again.

December 4, 2021, 10:25 pm by

Does that mine that even if you visit Melody all 31 days it's not going to matter if the site killed the Melody count and the user that did all 31 days ain't going to get the final 31 day achievement prize?

December 4, 2021, 10:22 pm by

If doing a news post every time something like this happens feels like too much, especially if you don't really have much info about what's going on at the time, maybe something like the blue banner at the top of the page just to at least acknowledge that the issues are being investigated and a reminder to check the status site for updates would be good? That way people could still see it even if the forums aren't loading. Unless the banner feature is one of the things that broke with the other stuff or something.

December 4, 2021, 10:14 pm by

I did all my quests - LOL it went really smoothly, very little lag when doing quests and shopping. Nothing seemed to disappear, no site errors while questing, etc. But, take that with a grain of salt since the site errors seem to be at least somewhat variable with different people (different browsers?) having different problems.

December 4, 2021, 10:07 pm by

Also seconding Lucifer. Even if it's not super in-depth, use the banner feature with some brief, preliminary updates. "We're aware." because sometimes it feels that no one's aware for hours.

December 4, 2021, 10:06 pm by

I was going to cover that in the status and updates (news post this time) tomorrow and suggest that people file the tickets then, since it may be easier for people to cover several days' reimbursement in one ticket, but it's fine to have already filed a ticket as well.

December 4, 2021, 10:05 pm by

Okay. Thank you for letting us know. ^__^ ❤

December 4, 2021, 10:04 pm by

Thanks for putting it in the News, where literally 100% of players are likely to go, instead of on the Discord. It helps!

December 4, 2021, 10:02 pm by

I agree with those saying the more the merrier with channels of communication! Right here is probably going to be the easiest place for most folks to access, anyway. Wanna know how it's going with Subeta's server situation? Boom, front page of Subeta, right there.

Thanks for all the hard work!

December 4, 2021, 10:01 pm by

If you paid CSC, you should file a ticket to get it reimbursed.

I think you want to mention tickets for the autopricer?

December 4, 2021, 10:00 pm by

I'm in the news post wagon, i really appreciate all the work you guys out in this website and I wish everyone could be in the same page as soon as possible

December 4, 2021, 10:00 pm by

The site update hashtag posts would be great if I could access them...but of course those posts are like the Forum posts and inaccessible. This is undoubtedly due to the fact I cannot log into new.subeta.net. For two days now, all I get is a constantly spinning wheel, but am never able to log in. Wardrobe, as well as my avatar image and tree are also still not available.

At least making a news post like this one, or Staff Admin post gives us the latest info as to what is ongoing in terms of problems and fixes. That helps a lot. :)

December 4, 2021, 9:59 pm by

nobody autoprice! it took my csc but didn't autoprice!

December 4, 2021, 9:57 pm by

yeah no autopricing, mine got wasted yesterday and today too :')

personally, i think it'd be more useful in the future to make a news post right when errors are noticed, even if vague. typically when the site tanks people are immediately scrambling for info or to confirm whether or not it's only on their end. not everyone remembers to check twitter or to have the status page open. it also makes a good heads up to users not to do anything that may result in lost items/progress on an outfit...and may steer people away from the more intensive parts of the site while work is being done. when you can make it look like at least one member of staff has eyes on the site at all times, as impossible as that is, it'd give people some peace. when more info is gathered on what exactly the issue is or what is being done to resolve it, you can always make another news post or, better yet, have a staff member comment on the first news post. maybe consider some kind of comment post cosmetic so people don't have to look too hard.

that, of course, is just my onion 🧅 thanks for the update!

December 4, 2021, 9:56 pm by

Just wondering if it’s safe to move stuff around right now or if anyone has noticed things disappearing? I don’t have working forums or wardrobe but that’s not going to keep me from doing quests etc if possible, I just want to make sure there’s no item issues. Thanks for the update and communication ⭐️

December 4, 2021, 9:55 pm by

So that's why I lost my pool and Melody counts :(

December 4, 2021, 9:54 pm by

Since the news is the first thing I see when I log in, it is very easy to see if something is going on, whether pleasant, or not so pleasant. Staff posts can be seen, even if the forums don't work, but not everyone reads those, or even knows what they are. Most folks DO see the news posts though, and if an update is in the News, no one can say there wasn't any communication. o.O Thank you SO much for your hard work during the oopsie moments! ❤⭐❤

December 4, 2021, 9:53 pm by

News post is good idea^^ we can all read it here

Cheers for the update, everyone's hard work is very much appreciated

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