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Promote My Place - A big technical issue today?
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Brockles



Joined: 30 Jan 2013
Posts: 128
Location: French Riviera

PostPosted: Thu Jul 13, 2017 9:01 am    Post subject: Promote My Place - A big technical issue today? Reply with quote

In the early hours of July 13 2017, large chunks of text, photos etc. simply 'disappeared' from my PMP websites. Then I received scores of SMS messages and emails from them of old enquiries - long since dealt with.

Are all PMP users experiencing the same problem?

Would a LMH technical person comment as to whether they feel that PMP can restore the websites back to yesterday's details. The thought of having to start over to achieve this is concerning me greatly.

Any help or advice from anybody?
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Puffin Lodge Filey



Joined: 11 Oct 2016
Posts: 17
Location: Filey

PostPosted: Thu Jul 13, 2017 9:51 am    Post subject: Reply with quote

The same thing happened to me yesterday afternoon. All the text from two of my pages has disappeared! I am annoyed at the thought of having to input all the information again. Fortunately we are not taking bookings through our website yet.
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Brockles



Joined: 30 Jan 2013
Posts: 128
Location: French Riviera

PostPosted: Thu Jul 13, 2017 9:59 am    Post subject: Reply with quote

I contacted PMP and they replied quickly that they were aware of the issue, and their tech guys were working on a fix. They suggest I wait a bit for their tech guys before re-entering missing details.
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Brockles



Joined: 30 Jan 2013
Posts: 128
Location: French Riviera

PostPosted: Thu Jul 13, 2017 12:13 pm    Post subject: Reply with quote

PMP really came up trumps in the end. They worked rapidly on the glitch, sending me periodic emails on their progress, and all was restored within a few hours. Sometimes it takes an issue like this to demonstrate how helpful and efficient companies like PMP really are.
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Jenster



Joined: 08 Mar 2016
Posts: 423
Location: Cornwall

PostPosted: Thu Jul 13, 2017 12:47 pm    Post subject: Reply with quote

Something similar happened to me a couple of weeks ago. A couple of pages seemed to revert to an old version, when my apartment had a different name. Pmp were able to restore it from the backup within a couple of hours. They do seem to get a few glitches, but they're great at sorting them out when they happen.
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FelicityA



Joined: 05 Nov 2010
Posts: 2803
Location: Cotswolds

PostPosted: Thu Jul 13, 2017 1:30 pm    Post subject: Reply with quote

I just received 118 enquiries as I was reading this. A good thing, as I would have been saying "Wow - the cottage facebook ad must really be working!". Do you think I have to report this separately or will they realise it is happening to everyone?
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Brockles



Joined: 30 Jan 2013
Posts: 128
Location: French Riviera

PostPosted: Thu Jul 13, 2017 2:00 pm    Post subject: Reply with quote

Felicity A

I think it would do no harm to fill in a support report. In my case, it seemed as though someone was dedicated to fix my websites, rather than a blanket move for all PMP websites.
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Puffin Lodge Filey



Joined: 11 Oct 2016
Posts: 17
Location: Filey

PostPosted: Thu Jul 13, 2017 3:02 pm    Post subject: Reply with quote

I'm pleased to report that all the missing text has now been restored to my website. Thanks, Brockles, for raising this with PMP. I thought I had done something wrong and couldn't work out what.
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cleanforum



Joined: 04 Jun 2008
Posts: 341

PostPosted: Thu Jul 13, 2017 5:08 pm    Post subject: Reply with quote

My web has been corrupted too. All the photos have been duplicated and moved around. Quite a pain to fix. Also quite worrying as to what else, descriptions etc are also wrong. Without reading through and comaring its tricky to know for sure.

I have asked if they can restore the site from a backup, a recent one preferably within a day or two.

Has anyone else had them restore the site to a recent version??
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Hells Bells



Joined: 30 Apr 2005
Posts: 13142
Location: French Alps

PostPosted: Thu Jul 13, 2017 5:40 pm    Post subject: Reply with quote

I've had an email from them this afternoon. A bug in some code on their new update.

Quote:
We were notified of a technical issue with the PromoteMyPlace system this morning where a few websites had content missing on certain pages.

The issue was isolated to certain websites - not all customers were affected.

It was caused by a system update we released at the end of yesterday, which unfortunately introduced a bug that did not show up when testing in our test environment.

As soon as we realised, our tech team worked quickly to resolve the issue, and all customers who contacted us via support had their issues resolved this morning.

However itís impossible for us to check every site on our system, and we wouldnít want you to have a problem that goes unnoticed. So as a precaution we ask that you check your own website to make sure it's displaying as it should be, and notify us at support@promotemyplace.zendesk.com if you see any issues, so that we can resolve them as quickly as possible.

We are also aware of an issue were customers have received notifications via email and SMS for historic enquiries. This has also now been resolved.

Kind regards,
The PromoteMyPlace Team


If you are still having issues let them know asap. Don't forget to clear your browser cache before you check it.
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Ele



Joined: 10 Nov 2014
Posts: 98
Location: Moraira, Costa Blanca, Spain

PostPosted: Thu Jul 13, 2017 5:57 pm    Post subject: Reply with quote

I received the same email you received from them Hells Bells this evening. Checked my website and realised the Gallery and Comments pages were empty - one email to Support, and after two replies from them it was all fixed within an hour.

Must say a big well done to PMP for their responsiveness, which has always been my experience to date.
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cleanforum



Joined: 04 Jun 2008
Posts: 341

PostPosted: Thu Jul 13, 2017 6:53 pm    Post subject: Reply with quote

All fixed now. Fantastic support, as always.
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NeatandPicky



Joined: 30 Aug 2007
Posts: 362
Location: Pissouri Bay, Cyprus

PostPosted: Fri Jul 14, 2017 10:37 am    Post subject: Reply with quote

I had the enquiries issue yesterday which I reported.

Have noticed that my photos are a total mess today... duplicates and others missing. Aargh!

Have just reported this now - hope PMP's support is up to its usual standards.
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NeatandPicky



Joined: 30 Aug 2007
Posts: 362
Location: Pissouri Bay, Cyprus

PostPosted: Fri Jul 14, 2017 12:01 pm    Post subject: Reply with quote

Happy to report PMP's support is as good as ever. Problems with photos quickly resolved. Very Happy
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FelicityA



Joined: 05 Nov 2010
Posts: 2803
Location: Cotswolds

PostPosted: Fri Jul 14, 2017 5:04 pm    Post subject: Reply with quote

I found that I had a problem with photos disappearing too so I contacted them. Wow, they are so quick!!! (But I knew they would be which is why I recommend them time and time again). Thank you for the heads up as without this thread I would not have realised that my photos were affected although I would have been slightly flummoxed by the 118 enquiries coming in! All good again.
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