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 8, 2021, 12:14 am by

wondering if this all of this fixed now as I'm still having problems :(

December 6, 2021, 6:37 pm by

i didn't even know a discord existed until now - if the site is down how are we meant to find updates at all? i went to twitter, there was no post there. i had to go to facebook to find what was going on, lol. who still uses facebook these days? (jokes aside, i do, but certainly not for updates from websites). if all these avenues exist for communicating problems, from forums, to news, to facebook/discord/twitter, why aren't all of them being used? so weird.

thanks for the update though.

December 6, 2021, 10:28 am by

This is how I feel too.

December 6, 2021, 10:10 am by

I hope my Melody day/items will be restored since I couldnt get on during that time because the site was down. I tried several times and I dont want my streak broken already by something that was not my fault.

December 6, 2021, 2:26 am by

Thanks for the update! It has been said again and again that it would be nice to have a quick message on the news page along the lines of "we know about the issues and are working on it" and maybe a link to the status page (which is hopefully updated and shows a recent status). There doesn't need to be an elaborated report on what is wrong if you don't have that information yet. Just let people know you are aware. The elaborated post (like this one) can come later when you have more information. Also, it is a really bad idea to scatter information on different media, like discord and whatelse. People will check here, not everyone is on any or all of the other channels.

December 5, 2021, 11:16 pm by

ah, my last comment needs more clarification: " i come onto subeta to get news" i mean in terms of downtime, with the terracoon smashing the server. although, i dont want to be missing out on news via other social medias, either, tbh.

December 5, 2021, 11:10 pm by

Can there be a place to check if the site goes down without needing social media? i'd rather not be in the subeta discord, and twitter is awful. i come onto subeta to get news, not anything auxiliary. i stay away from social media for my own mental health, i don't want to be missing out because i am taking care of myself.

December 5, 2021, 11:05 pm by

I don't know what this is about 2 hours. Site went down. I waited. I got back on around 10PM, still not up. The twitter didn't have news, but people had been asking why the site was down five hours prior to 10. I continued to check for another hour before I gave up and went to bed. Yeah thanks, appreciate the info, sure.

December 5, 2021, 5:06 pm by

I really love and appreciate how Subeta keeps on top of making the site better, adding better items and features and modernizing. A few months ago I got back on Neo because I remembered my accounts logins and the site is a dumpsterfire, its really sad. Half the site you can't even use anymore and of course they pulled that whole "cryptopet" bs. The experience with neo made me appreciate subeta and the staff more. Like they actually care about the userbase and game not just keeping it barely alive to make a quick buck. I don't mind anymore if the site is down because I always know it will be back up again, I just get on FR or something for the downtime. I also just learned to expect the site being wonky during Lumi lol

December 5, 2021, 2:11 pm by

Info right away is my preference. I'm not super active in the Subeta Discord and noticed some updates there, long before this post was made. For people who don't frequent or aren't a part of the Discord, I think an immediate update (be in a news post or banner post) on the website would be more fair! I prefer news from website more than the Discord as well.

December 5, 2021, 1:48 pm by

Looks like things are working again! Yay! :D But still can't autoprice since it says I already did and wants me to pay another 25csc. Darn.

December 5, 2021, 1:21 pm by

I would personally like to see the info right away and in a news post or at least a blue bar across the top, like someone else mentioned. I don't check auxiliary places like Twitter or anything. Before I realized it was a site-wide problem, I was troubleshooting my own PC, clearing history and cache, restarting my PC, even restarted my router. Then I did a little digging and found a page that said there were issues. (Not even sure what page it was I saw. I can't seem to find it again now but it said something about a server being down.) Anyway, I am a scattered, disorganized person who doesn't have a ton of free time on his hands, so putting the info RIGHT THERE makes it accessible to me, which I appreciate. Thank you!

December 5, 2021, 1:02 pm by

I'm trying to have patience, but it's really irking me that I can't access the forums in the way I need to. I wanted to try logging into the 'new' subeta, but I can't get the damn page to load TO log into new Subeta, and I can't access the forums from my computer to do the gifting I need to on my gifting thread. I'm not going to reply to 60+ comments with gifts from my phone, it's just not feasible. I can't see trees, I can't see HAs, I can do nothing based around Lumi except get my Melody gift. I love this site, and I know y'all are working your butts off, but seriously... Some disaster happens every.major.holiday. I've never had this much of an issue on the older pet sites I'm on, so that cannot possibly be the biggest reason. And what is our money going towards if the site keeps failing us? I'm trying to be optimistic, but this is really straining my love of the site, and of Lumi. It's killing my Lumi spirit fiercely.

December 5, 2021, 12:42 pm by

I've cleared my cache/cookies several times in the last few days (I use google Chrome) and it hasn't resolved anything for me. I cannot view anyone's HA, including my own, and anyone's trees, including my own. The wardrobe is also not working for me at all. I also am having trouble even getting forum posts to load. The site isn't really functioning on my end. I hope it is working better for others! <3 have a good Sunday everyone!

December 5, 2021, 12:32 pm by

The site isn't fine. Wardrobe, HAs, trees and autopricer are all broken. Here's hoping everything can be fixed and working soon. :)

December 5, 2021, 12:30 pm by

Setting up trees is not working for me:

Quote

If you are experiencing problems with your tree or ornaments not showing up, please clear your browser cache and try again, as we found this to solve the issue in most cases.

I've cleared cache around 10 times now, different days & times. The workaround isn't working...

Furthermore, past tree images are not loading.

Is anyone else having tree issues?

I understand that staff is dealing with a lot (& thank you) so they might not be able to verify or reply. Could a kind user please verify & notify if it's an issue for them too?

I lead the Empty Trees board for Lumi, which is why I am so concerned about the trees not working.

December 5, 2021, 12:27 pm by

Site seems fine now, only problem that I and many other players are having is that the autopricer is not working. Keep showing a coloured code message. Keep up the work on the site! I know it's a pain, but you guys are always on top of things.

December 5, 2021, 12:26 pm by

Another morostide disaster with half the site not working again? Hope they can get it fixed soon. :(

December 5, 2021, 12:21 pm by

Thanks for all your hard work. My only complaint is my shop wouldn't price yesterday and the same thing happened today

December 5, 2021, 12:19 pm by

thanks for all the hard work.

as for the news post, i would prefer a news post saying "we're working on it. we'll get back to u later" so at least we know it's being handled and then u guys can let us know the details in a later news post.

December 5, 2021, 11:57 am by

I have never ever EVER understood staff's reluctance to use the news page. It's the first page you see when you come to the site, you see it again right as you log in, you would think that if there's something you want the whole userbase to know asap, that's the first place to put it.

Somewhere in the murky depths of my memory I remember reading something about not wanting to clutter it up. If that's the case, then do what other people have suggested and use the sitewide banner for "we know there's a problem, working on it" and update the news with details later. If the entire site is down, sure, post updates on whatever social media site you need to, but otherwise use the News page. (It was very hard to type that without resorting to Strong-Bad style screaming. "JUST USE THE FREAKIN' NEWS PAGE!!")

As a side note, I am aware of the Staff posts link on the News page, and that it works even when the forums are down. It does come in handy sometimes; however, I don't find it very useful most of the time when there's a problem with the site. When I'm experiencing issues with Subeta, the first thing I want to know is if anyone else is having the same or similar issues. That will tell me if the problem is on my end or Subeta's. If the forums are down or (currently in my case) I can't load threads after a minute or so because of issues with new Subeta log in, I can't readily see other people's posts. Usually it's several hours or even days before a staff member posts anything related to an issue, and even then it's usually something along the lines "we're aware there's a problem" or "I've reported the issue".

Which is fine! I understand not every staff member can fix every problem, and they're good people doing the best they can in a bad situation. Even just that little bit of acknowledgement is a good thing. I don't want to make any one of them feel terrible for doing that.

But see, sometimes the thread titles users make aren't all that descriptive when it comes to relating an issue - maybe it's that same one I'm having? Maybe not? Maybe a related issue? A very similar one? Without the context from other users describing what they're experiencing, it's more difficult for me to tell. Filtering by staff posts only doesn't really help with that, and that's probably why I'm aware of the feature but don't use it all that much.

December 5, 2021, 11:48 am by

Better communication has been asked for many times yet it always ends up being posted everywhere off site but not on the news posts (or it gets buried in the forums). It just makes it look like staff doesn't really care to even be on the site and the users are just shouting into the wind.

I understand if the site is completely down then yes, use those other sites to get the word out. However, as soon as the site is back do a news post. In fact being better at getting info out on time would be great as well. No saying you'll have more info later that day then never post anything.

Though I have to say, editing a news post afterwards, while nice can be overlooked if it's a long post. I completely missed the edit about the delay in Lumi info until I finally went back and slowly looked over the post the next day. I don't know if maybe putting the edited part first instead of at the end would help.

December 5, 2021, 11:39 am by

News Post ASAP. I don't know why this is so complicated. I rarely judge this site because I get it, it isn't a big website and you guys are not a large crew...but like others have said, every time this comes up the users say News Post please! It's the best way of keeping your player base semi-informed that you are aware of the issues as it's a place that at least loads for everyone, 99.9% of the time.

December 5, 2021, 10:56 am by

I reported this like a week ago, before it got so bad...it wasn't all of the sudden, but gradually. And yet...

December 5, 2021, 10:51 am by

Are we going to get an update or just "wait until there's more information" before you communicate?

December 5, 2021, 10:40 am by

Disregard my previous comment.....seems I had you blocked for some odd reason o.O

December 5, 2021, 10:37 am by

Can't access any of your topics, considering you have me blocked for some reason

December 5, 2021, 10:36 am by

I prefer news posts since my playing is sporadic and a news post I will notice. But I also enjoy seeing the site update tag so it's real easy to find there. Thought I'd add my little piece here too with everyone.

Happy advent!

December 5, 2021, 10:31 am by

Every time the site has major issues we beg for news about the site to be posted to the site news or use a blue banner, because 1. not everyone can access the forums 2. not every subeta user uses social media, but every subeta user uses subeta.

The fact that staff is asking again, after what happened during Morostide, feels very mocking. Asking for these kinds of updates to be posted in the news is a years-old request. We can only beg so many times and watch it not happen before losing faith that it will ever happen. I will not believe it until I see it happen consistently.

December 5, 2021, 10:15 am by

This should be put on the news area.. It's more likely to be read by us players that way, I think.

December 5, 2021, 10:11 am by

Tbh thanks for an update, but, idkw this post reads as almost a notice of we can't figure out what's broken, so we play as is until it burns down, thanks for playing? Anyway, i hope that's just fun paranoia stupidly kicking in for no reason, and whatever the issue/s are able to be fixed 🤞

December 5, 2021, 10:06 am by

Honestly... after ALLLLLL this time you guys still don't know where or when you should communicate to us about these problems? For the god's sake.

December 5, 2021, 9:44 am by

thank you so much for the update! Glad to know I didn’t mess something up on my end. I cleared my cache yesterday and not only would the tree still not load but I thought it broke my wardrobe lol.

December 5, 2021, 9:36 am by

Thank you for the news post. I think you should shout out with a news post and a forum post and as soon as you can. I do appreciate the effort that goes into keeping Subeta up and running.

December 5, 2021, 9:19 am by

Thank you! News posts are much easier for me to see, when it comes to site glitches or updates. The banners are nice if it's a WIP sort of issue.

Might I ask if the 500 error I get when trying to view HA or Trees on profiles is related to this? It seems like it started happening more widely right at that time. I'm a little sad about not being able to see trees, but I know that these things take time! I just can't really tell if I'm having an isolated issue with a few other people or if this is site wide and related to this crash so I can troubleshoot more. I've done the usual things (cache, tried logging in and out, but can't login to the new site anymore since the 3rd.). Can anyone help clarify?

December 5, 2021, 8:51 am by

I'm still so curious that if this is a known site breaking bug, why hasn't it been addressed before? What issues prevent it from being addressed properly?

December 5, 2021, 8:02 am by

Not everyone uses the other places where messages can be posted about the issues (discord, twitter etc) so I think a blue banner above just noting "you guys are aware of issues and are working on it and a news post will follow soon" is a good start.

December 5, 2021, 7:39 am by

I don't get that after 20 years, staff is still in doubt where and when to post news updates. Where? EVERYWHERE. When? RIGHT AWAY. If you have multiple official channels of communication, then use ALL of them. A blue banner on site with a short acknowledgement of the issues. A news post with a more in-depth explanation. And all other channels (status page, twitter, facebook, discord, whatever other channels there are, ...) should at least have a short acknowledgement (in case the site is completely down) + a link to the news post. If you want to go all detailed and technical later, feel free to use the forums with a siteupdate ping for that, but don't ever use the forums as your main and only channel when there are severe problems with site access/lag/errors, since forums are usually the first giving problems.

December 5, 2021, 6:47 am by

Thanks for the update! We appreciate you, Subeta staff <3

December 5, 2021, 5:15 am by

i prefer postings in the news than on the forums because if the forums aren't loading for whatever reason, then it's frustrating.

December 5, 2021, 5:06 am by

Thanks for the update!

December 5, 2021, 4:58 am by

I trust, you will reimburse the users for their lost Melody and Bathhouse. And also hope for more battling time.

December 5, 2021, 4:55 am by

I agree with everybody, who said, please let us know pretty much immediately, when there is an issue. Subeta has cost us all sooooo much time over the years, struggling lag and problems. But that's up to us to decide, that we want to stick. However, it is not necessary to each time let us invest hours, to try to fix something on our end, that might be broken, when it again is "just" Subeta.

December 5, 2021, 4:12 am by

PLEAAAAASE make news posts immediately when it comes to site issues!! especially when the forums refuse to load at all for some people, so they can't see any threads or staff responses that y'all make :(

December 5, 2021, 3:26 am by

Along with everyone else, I would like an immediate 'there's a problem, we're working on it, details to follow' news post so I don't waste my time trying to fix a problem that isn't on my end. Spent a while yesterday messing about with browsers trying to get my tree working before a staff member acknowledged one of the several threads.

December 5, 2021, 3:17 am by

I personally appreciate the "Yes, we're looking into it." post. It helps me to determine if it's an issue on my own end, like my connection or a need to clear the cache. I would assume it also helps to prevent some premature tickets from being made by new users who are less familiar with the seasonal crashes.

Also, I am wondering if the Trees are a part of the loading issues or if that's just on my end?

December 5, 2021, 3:05 am by

Due to the downtime I lost my bathhouse streak and a day of Melody items... have been super busy and the downtime was happening during the times I tried to get on. It's not a huge deal but it is a bit disappointing.

December 5, 2021, 3:04 am by

I do appreciate the update though I would have liked a "please be patient we're investigating stuff" when it first happened just so I could rule out it being on my end (ya know internet or hardware issues and all that). Anyway hopefully ya'll get thinks fixed up soon if only because I want to decorate my tree some more and it kinda... is invisible right now lol.

December 5, 2021, 2:44 am by

I appreciate the news post and agree with a lot of people here. The moment there begins to be sitewide issues I feel in the very least you should put a blue banner at the top saying you're aware as well as a news post stating such, as that's usually what people see when they first log in. Even if you're not inherently aware of what the issue(s) are, knowing you're aware and are attempting to fix the issue(s) is always reassuring. As you get more information, update on the news post and status page as well as anything else you use. I personally have no social media nor chat services beyond Steam (which isn't even a chat service), so I have no way of seeing this information aside from these pages (and if the site's down I automatically assume you're trying to fix it and it will be back when it's back).

I apologize if my wording is very blunt and weird and unneeded, but there it is. I appreciate this site and its community and I appreciate the work you guys put into it regardless of my own paranoid trains of thought. Please know I really do appreciate everyone here and I really hope you are all having a good Lumi/holiday season.

December 5, 2021, 2:32 am by

News posts are good for when the forums won't load, but it's also good to have both.

Use @username to mention someone. Supports markdown formatting.

Logged Out

Update on Site Loading Issues

Leave a Comment