Dreamwidth Support Training

RFD: DW inbox buttons inactive for a number of people?

2019-06-09T23:12:00Z

Posted by: pauamma

So there's a bunch of requests, going back to at least December 2018 and maybe at least September 2018, all reporting that some buttons on the DW inbox have no effect when clicked. The buttons concerned are "Delete Selected", "Mark Read", "Mark Unread", and perhaps "Delete All". The requests themselves are:

https://www.dreamwidth.org/support/see_request?id=40012
https://www.dreamwidth.org/support/see_request?id=39872
https://www.dreamwidth.org/support/see_request?id=39869
https://www.dreamwidth.org/support/see_request?id=39827
https://www.dreamwidth.org/support/see_request?id=39796
https://www.dreamwidth.org/support/see_request?id=39626 (which has a copypasta of the Chrome console error log that may be a clue)
https://www.dreamwidth.org/support/see_request?id=39566
https://www.dreamwidth.org/support/see_request?id=39201
https://www.dreamwidth.org/support/see_request?id=38992 (but it is unclear to me whether this is the same problem)

However, the "Delete Selected" button works for me. Any opinion? Could it be add-ons interfering with Javascript? (The copypasta seems to me to be hinting at a code error in some Javascript library inherited from 6Apart instead, but I'm not a Javascript kinda crab.)

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Importer Issues

2017-04-07T16:22:37Z

Posted by: ninetydegrees

We have two requests which mention specific error messages. Could a dev or experienced volunteer have a look at them?

*https://www.dreamwidth.org/support/see_request?id=36083

Failure running job: no element found at line 1968, column 0, byte 178954 at /home/dw/current/extlib/lib/perl5/x86_64-linux-gnu-thread-multi/XML/Parser.pm line 187.

*https://www.dreamwidth.org/support/see_request?id=36145

Unable to load FOAF data

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Chrome entry-posting issues

2014-10-13T23:59:13Z

Posted by: highlander_ii

We have 4 requests related to not being able to post via Chrome:

http://www.dreamwidth.org/support/see_request?id=29562
http://www.dreamwidth.org/support/see_request?id=29621
http://www.dreamwidth.org/support/see_request?id=29589
http://www.dreamwidth.org/support/see_request?id=29574

I've tested both the beta entry form and the default form and have had no issues posting. My add-ons are LJJuggler, Adblock Plus, Too Many Tabs and SexyUndo Closed Tabs. (There might be others, but those are the ones I can see right now. *g*)

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Trouble w/ Entries

2014-07-23T16:40:31Z

Posted by: ninetydegrees

There are two requests related to entries not being posted out of order:

http://www.dreamwidth.org/support/see_request?id=29183
http://www.dreamwidth.org/support/see_request?id=29129 (this one is a week old)

How to solve this?

Also http://www.dreamwidth.org/support/see_request?id=29134, which might be related as well.

(Note: edited bc of new info)

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Problem with comment imports?

2014-06-25T09:01:47Z

Posted by: ninetydegrees

Hi! Can someone explain what's going with LJ comment imports? I see Support answers refer to a 4-year-old maintenance post and I don't understand if the issue has reoccurred or has been going on for years, and really what this means for users.

(Sorry for the IRC duplicate but I'm trying to get better at posting here too.)

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blogspot OpenID problems

2014-06-25T05:06:58Z

Posted by: jennifer

Kat asked me to post an FYI here about a support request I just answered about blogspot.com OpenID issues, in case anyone else writes in asking about it. The short version is that it's Google's problem, not ours.

The support request is here: http://www.dreamwidth.org/support/see_request?id=26619

The Google result that came up when I searched on "Whoops, that's an error" is here: https://productforums.google.com/forum/#!topic/blogger/nySh9Dp0qI4

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Update on Bugzilla

2014-03-19T04:08:52Z

Posted by: misskat

Mark has posted something in dw-dev that I recommend you read.

Since it sounds like it'll be a bit before we are able to start using the new tracking system (likely Github Issues or GHI), I'm looking into a temporary solution for Support that doesn't involve keywords in ICs (messy and unreliable) or lists in personal journals (not a good common resource). One of the other volunteers suggested creating an entry in this community, and then tracking bugs in comments. That way, nothing will get lost, and we'll have a common resource. I'm going to think on it tonight, and I'll post here once I've made a final decision. I welcome any commentary!

Thanks, folks!

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Bugzilla

2014-03-14T14:25:19Z

Posted by: misskat

Bugzilla is going to be down for a while due to some extenuating circumstances. The team is working on getting things back up and running, but it's going to take some time.

Until further notice, please use the following checklist for recording and documenting a bug which is reported/discovered via Support:

In an internal comment:
- SUBJECT
  - Descriptive but concise title
- DESCRIPTION
  - This should contain a slightly longer description of the bug, as well as a paraphrased version of any troubleshooting. If you suspect you know why the bug is doing the thing, put that in here too. Steps to reproduce are also appreciated.
- BUGREPORT
  - Include those words (capitalized or not) somewhere in the bug report. This will provide an easy keyword to search for when it's time to move these from internal comments into the bug tracking system.

The purpose of this special, dedicated internal comment is to generate an email notification of the IC which can be used as a temporary bug storage place until we have our real bug tracking system in place again. If you have any additional comments to make on these temp bug reports, go ahead and just comment on the request. Include the phrase BUGREPORT in your IC so it'll get picked up in a search.

Does that all make sense? I am welcome to suggestions for a different process if you think of something better/more efficient. I haven't had enough coffee yet this morning. :)

Thanks for all you do, folks.

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InsaneJournal errors (importing and xposting) redux

2014-01-27T20:32:57Z

Posted by: misskat

Everything should be working fine now, per Squeaky.

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InsaneJournal errors (importing and xposting)

2013-12-27T13:07:01Z

Posted by: misskat

Some users are getting xpost and import errors with InsaneJournal. I'm working with Squeaky to resolve the issue. We've already provided them with a patch, but it didn't fix the issue entirely. I updated the BBB to reflect this information (well, not the bit about the patch), so hopefully we won't get many reqs about it.

On an unrelated note: I am going to be out of the country for apprx 2 weeks. Internet may be spotty during this time, but I WILL be checking on things!

You all are amazing, and I appreciate all the hard work you've done this year. Without you, this machine would be less oiled! Merry Christmas, Happy (belated) Hanukkah, Glorious Festivus, and all my best to you and yours for a blessed New Year. :)

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News post is up: http://dw-news.dreamwidth.org/35087.html

2013-11-25T16:32:38Z

Posted by: misskat

There is at least one importer fix included, and a bunch of notifications backend stuff. If you see any more importer issues, please let me know. If notifications bugs come through, and you're able, jump on IRC and see if Dre's around. If she isn't, no big, but she's the one who deals with those.

There are also a few styles things, but the one we might see is dealing with custom text disappearing. There's a fix for it here: http://style-system.dreamwidth.org/103826.html

ETA: there was one more bug that popped up which involved importing/xposting to InsaneJournal. They've applied a patch to fix it, so if any more show up, it'll need more investigation.

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Importer fix!

2013-10-24T03:58:07Z

Posted by: misskat

The CNI issues should be fixed! Mark figured it out.

Here's hoping!

Fingers crossedly yours,

Kat

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Emailed comments bouncing?

2013-09-04T16:35:29Z

Posted by: misskat

We've got a request about emailed comments bouncing back with the error "Client error: Message looks like spam." The user also gets a captcha when they go to the page to reply. Is anyone else getting this issue? Any ideas on what could be causing it?

K

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302 Errors?

2013-08-06T01:47:48Z

Posted by: misskat

There's an open request about 302 errors that are happening to this user when replying to comments. If you run into this, please comment here so I can track the issue.

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"Why is my journal suspended?" requests

2013-07-28T15:00:17Z

Posted by: misskat

If someone shows up in general Support asking why their account is suspended, here's what you do with it:
--search the dw_antispam community for the username in question.
---If it shows up, then transfer the request to the Antispam support cat.
---If it does NOT show up, then transfer to Terms of Service, with a note that you didn't see the username in the antispam comm.

Thanks!

ETA: 90D pointed out that antispam is a locked community, so most of you can't search it. If you have access to it, then do the above. If not, then leave the request, or move it to Peterstein if the user is cranky.

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Crossposting, other errors, importe

2013-07-25T16:17:21Z

Posted by: misskat

We're getting a lot of XMLRPC errors when crossposting to LiveJournal. Usually that means that LJ is having connectivity issues. I've updated the BBB, and alerted Mark etc (just in case it's actually an issue on our end, which is unlikely).

There are also some reports of non-persistant 403 and 503 errors. They should clear on refresh. The bossen are also aware of this, and there's at least one theoretical solution to the problem at this time.

Finally, with this latest code push, Fu is hopeful that some of the importer issues may have been resolved. I would really appreciate it if someone (or multiple someones) went through and asked the importer req people to retry again. If you're able to approve your own answers, do so on those. If not, then Dom, Chemla, or I will get to them sometime soon.

Thank you all SO much for all you do!

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Reports of 403 errors - a compilation

2013-07-21T21:39:15Z

Posted by: kaberett

#23117, from subluxate, on the 12th of July. Two #dw members reported seeing similar. As far as I know, neither of us are seeing them any more, and nor is subluxate. -- WAIT I SPOKE TOO SOON, when I attempted to edit this post for broken HTML, I got another one of the little sods.

#23195, from loupaigre, 20th of July

#23200, from lassarina, also 20th of July

#23287, made 28th of July

Collected here in the hope that having all the reports in one place might be helpful.

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Thing about the crossposter

2013-07-02T03:26:54Z

Posted by: misskat

The inbox says that it "failed to connect" to LJ.

That error message means that our servers weren't able to reach LiveJournal's servers at the time you tried to crosspost. It can happen for a number of different reasons, but it's usually a transient error having to do with LJ being unavailable at the exact second the crosspost attempted. The system will retry the crosspost up to five times, at progressively longer intervals, before failing (each attempt will be numbered in your inbox, so if you only get one failure rather than five, that means the second attempt was successful). After the fifth failure, it won't try again anymore; if that happens, doublecheck that your LJ password is correct, then edit the post and check the unchecked crosspost box to get it to try again. (Then, if you still keep getting failures after that, open a support request.)

--From Denise in an answer on a maint post.

There's been some confusion before about how many times the crossposter retries, so I figured I'd stick this here for reference.

ETA: Parts of this entry originally referenced the importer, not the crossposter. I get them confused sometimes! Anyway, that's been fixed.

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Closing run!

2013-06-27T05:04:16Z

Posted by: misskat

It'd been a while since I did a closing run, so I did one tonight! You can check the High Scores page to see where you are.

Whee!

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OpenID

2013-06-25T05:10:29Z

Posted by: misskat

We rolled back our updates to the OpenID modules, so everything should be working now. Let me know if it's not!

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Dreamwidth Hackathon / Docsathon

2013-06-25T02:29:37Z

Posted by: misskat

I'm starting to coordinate a hackathon/docsathon in October. It'd be in the US, probably in Las Vegas. If you're a Support volunteer, and you're interested in attending, please check out the deets and fill out the poll over here: http://dw-volunteers.dreamwidth.org/22227.html

(If you're not sure if you should attend, feel free to message me. I'll tell you yes, then you can go fill out the poll.)

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OpenID not working requests.

2013-06-21T05:43:44Z

Posted by: ex_rising236

List for Kat that I'll update if there are any more requests about OpenID being broken at the moment. Because I can do that and this way they're all in one place.

http://www.dreamwidth.org/support/see_request?id=22875

http://www.dreamwidth.org/support/see_request?id=22868

http://www.dreamwidth.org/support/see_request?id=22504

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Tags for support requests

2013-06-19T17:38:06Z

Posted by: dreamatdrew

Hey everybody!

We've had a few reports of botched icon imports that A) look like a pattern and B) need some dev-y investigation. So I'm adding the tag [FII] - Failed Icon Import. Please tag requests which A) users report that some/all icons did not import, and B) when checking their /icons page, the missing icons have their username followed by "(Default)" in place of the missing image.

Thanks,
~~Drew

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Feeds!

2013-06-19T00:23:10Z

Posted by: misskat

As you may know, Bob, the feeds worker has been falling over and failing to update feeds for about a week-ish now. The initial thought was that the workers were just falling over randomly, but when it happened for the third time in less than a fortnight, Mark took a closer look at it.

Turns out that when we rolled to new machines and updated a bunch of our modules, one of the ones that deals with feeds interacted poorly with our existing system. Mark tracked down the bug, and is patching it. Between now and when that patch goes live, everything should resume or continue working as expected.

-Kat

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S2 dying bug workaround

2013-06-18T23:07:35Z

Posted by: misskat

From the fabulous trixieleitz:

If a community is running into the bug where S2 dies when there are long threads, they can click on the "expand" link to open the rest of the thread in a new tab or window.

They can also click on the "top-level comments only" link near the top of the comments section to view, well, top-level comments.

I need to check with D to see if I should put this in the BBB-- on the one hand, fewer requests about it is ok. On the other hand, we need more information to figure out where the breaking point is.

-Kat

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