Previous 20

Nov. 10th, 2017


[info]squeaky

Support board

Now that the support board is under control (17 total green requests in all categories), I'd like to recruit more help in answering request. Please feel free to jump into the board where you are comfortable.

Nov. 6th, 2017


[info]highlander_ii

so many spam

Can we clear the spam out of the board? And also block all of the russian porn/mail-order brides/whatev from the support email?

Sep. 5th, 2017


[info]highlander_ii

request 10967

I can't move this to the right category: http://www.insanejournal.com/support/see_request.bml?id=10967 - but this user will need to find a way to reclaim their journals, possibly even their email account (b/c changing passwords may not be enough if the 'thief' has access to the email address). And to be advised that trading journals is a huge security violation/issue for exactly this reason.

Mar. 23rd, 2017


[info]shiki

A lot of users are unable to edit styles -- seems they were mixed up after recovery. I'm not intimately familiar with the issue, but as far as I can tell deleting the layer should be enough to fix it. Some users are saying that it doesn't work.

Is there anyone who has a side account or something that's having this issue that can work with me? I'd like to make a quick guide with pictures we can link to as a reference. I have no accounts with this bug myself so I thought I'd poke around here. See if there's anyone who is willing to volunteer to take screenshots with me.

Thanks for the assist.

Nov. 23rd, 2012


[info]squeaky

Support Board

I have taken it upon myself to clean up the support board.

If you are active and want support points, now is the time to start putting in screened responses. I hope to have the board completely free of green requests by the end of the weekend.

Also please put any asylum transfer requests into the "Accounts" category.

Dec. 23rd, 2009


[info]squeaky

Major Board Cleanup

Today I performed a major cleanup of the support board. Can you guys look into the remaining green cases so we can get them cleared out as soon as possible?

Thanks!! And great work everyone!

Oct. 5th, 2009


[info]squeaky

Site down notifications

Hey,

I had given several of you an email address that you could send an email to 24/7 to send me a text message if the site was ever down. If you don't have the address and want it, send me a PM here on IJ and I'll get it to you. Please remember to use this email only for when the site is down.

Thanks.

Sep. 27th, 2009

[info]thedolphingirl

Notes:

• I closed a few support requests that had been answered for a fairly long time.

• I haven't done this tonight and anyone with comment capabilities feel free to do so (I'm studying for a test) but if people with the ARRAY requests were asked if they were still suffering from the issue, it'd probably be a good idea.

• The switching mood icon request has been left unresponsive almost a week; requests this old without responses to new comments should probably just be removed from the queue as they either aren't suffering from the problem anymore, or if they are they're not responding to attempts to help. Either way, closing and re-opening the requests for some of these aged things is probably better.

• There are a LOT of notification support forms. Anyone know about that (then again, LiveJournal is suffering the same problem)? Sorry Jason, that's probably something that you'll have to answer (or at least tell us that it is a known issue that is being worked on and we'll respond as such).

Sep. 19th, 2009

[info]thedolphingirl

Note

Is it just me, or is the email history page nowhere obvious in the "Manage Account" area?

I think I keep going to the FAQ to find it; it should probably just be a link underneath the information on your current email and whether or not it's validated though, if it could be?

Or maybe I'm totally missing it. I'm on the layout that looks somewhat like the Vertigo theme on LiveJournal, gray, light gray, and white. Just in case this is a style issue and nothing else.

ETA: Are there magick privs somewhere that would allow me to see a person's mood theme so I can check the URL images they requested a mood to take an image from, versus what is displaying? I feel like there was a URL that allowed anyone to view another user's mood theme. It'd be really handy. But if there's a way to view things more in depth from a customization standpoint it'd be even better, probably.

Because my current understanding of that situation is that the user has put one URL for an image for a specific mood, but for some reason another URL ends up being in place for that specific mood. I don't think that sentence came out quite right but I'm sure someone understands what I mean. If I knew how to look at the mood theme without going to places where they have been used, it'd be a bit easier to check.

Sep. 15th, 2009

[info]thedolphingirl

Post #2

[http://www.insanejournal.com/support/see_request.bml?id=3853] User is trying to find out if they can have the information they want e-mailed to them. I'm posting it here so Jason notices and can reply "Yes" or "No." After that it should be removed from queue.

[http://www.insanejournal.com/support/see_request.bml?id=3792] If someone looks at the properties of her images and check out the URL, we can probably see if the images are matching the URL addresses and that would eliminate (or confirm) that the problem is from the hosting website.

[http://www.insanejournal.com/support/see_request.bml?id=3744] Apparently IJ comments can't have embedded video, since I can't do it on my account either; I tested it the other day. Just trying to confirm is this how it's supposed to be before answering and closing the FAQ.

[http://www.insanejournal.com/support/see_request.bml?id=3737] Two requests, basically saying the same thing. Sounds like a site error and may need to be looked into. I'll try testing this later on my accounts.

ARRAY ERROR requests - I count five. Has this been resolved?

And that's it for tonight. I'm brain-dead.

[info]thedolphingirl

Note:

[info]helpscreening has been created. To those with time [or just somewhat active in support and might be able to get to it once in a while] to work on re-creating the purpose and information on it once-upon-a-time ago, please join.

Dec. 6th, 2008

[info]lalique

Notifs?

Are notifications down again? I know I haven't been getting any. And I've noticed a few
support tickets open for this too...

http://www.insanejournal.com/support/see_request.bml?id=2948
http://www.insanejournal.com/support/see_request.bml?id=2942
http://www.insanejournal.com/support/see_request.bml?id=2939

Nov. 17th, 2008


[info]prozacnation

Duplicate postings using Firefox 3.0.4

I'm experiencing this as well:

http://www.insanejournal.com/support/see_request.bml?id=2934

Sep. 16th, 2008


[info]squeaky

Paid time transfer requests

Please move all paid time transfer requests into the "Accounts" queue if they are recieved.

Thanks

Aug. 7th, 2008


[info]qem_chibati

LJ-login

Anyone use LJlogin? Or remember the bugs and fixes?

http://www.insanejournal.com/support/see_request.bml?id=2686

I' 90% certain the issue is related to ljlogin

Jul. 6th, 2008


[info]prozacnation

Bounced Emails - could be considered spam?

domain: Optusnet - in Australia

Error: PERM_FAILURE: Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 5.7.1 URL(s) listed in multi.surbl.org: insanejournal.com (state 18).

http://www.insanejournal.com/support/see_request.bml?id=2545

Jun. 20th, 2008


[info]prozacnation

Current Known Issues

http://asylums.insanejournal.com/announcements/55938.html

Here are the known site bugs that I will be working on all day Sunday. If you know of any other bugs that are not on the list, please let me know here, and before you report a bug, make sure someone else hasn't already reported it in the comments.

* Posting by email
* directory.bml hangs searching
* Comments still seem to be disappearing.
* Quickreply to comments not working
* Edit userpics page loading slowly for users with lots of userpics (Firefox is still slow but won't timeout and give an error as a temporary workaround)
* Adding friends via the admin console causes custom groups to get emptied
* Joining a closed membership asylum
* Timezones on update page not reflecting change in DST in United Stats
* align= and border= options in image tags being striped by the HTML cleaner

May. 22nd, 2008


[info]prozacnation

Error when posting via email

http://www.insanejournal.com/support/see_request.bml?id=2275


Recipient address: mikoto@post.insanejournal.com
Reason: Illegal host/domain name found

and

Action: failed
Status: 5.0.0 (permanent failure)
Diagnostic-Code: smtp; 5.4.7 - Delivery expired (message too old) 'no valid ip addresses' (delivery attempts: 0)

May. 12th, 2008


[info]qem_chibati

Privs

Congratulations to lalique for I1 and theinamorata for I2 and highwindpav for I2.

Still going through the support board.

Anyone with I2 privs if you see something related to account payments or abuse, please switch it's categories ASAP as that is sensitive data that should not be readable by the public and being in the wrong catagory will slow down the process for handling it correctly.
Tags:

May. 10th, 2008


[info]highwindpav

Icon issue

Two people have reported this to Support-- http://www.insanejournal.com/support/see_request.bml?id=2293 and http://www.insanejournal.com/support/see_request.bml?id=2280 , and I saw in the recent announcement that several other people are having problems with icons switching on them. Nearly all the users who posted about it now have broken links in their userpics. Though I suspect that the broken links used to be the misplaced icons. The second ticket I linked, that user seems to have a very obvious instance of having the wrong userpics as well as a lot of broken pics.

I left a comment on the support ticket, but figured bringing it up to wider attention would be a good idea. People who have more familiarity with how IJ stores icons might know more about why the URL paths for an icon would pick up the wrong one. I suspect that the IJ code is sometimes uploading some icons to the same real location as another user's original icon, causing it to be overwritten and thus displaying in their userpic list even though the visible path would seem to make that impossible...no one has the same user number, and all the mixed up icons have what I guess is a virtual path that ends in their user number...anyhow, I may be wrong about the virtual path, but somehow userpics are apparently overwriting others. Is it possible that the reason the user for the second ticket I posted had the trouble they did--they were uploading icons and the icons were somehow being saved with another user's user number and showing up as a broken link to them, but replacing someone else's userpic?

Sorry for the numerous edits on this and bad grammar...I'm thinking out loud in a way, so I keep coming back and editing...

-------

This is also icon related, but I don't know if it's something that has happened a lot or if it's something that might go unnoticed by a lot of users, but one of my icon keywords changed during the move. It didn't change much; it was two words originally but lost the first word. I was able to correct it because I remembered the original keyword and changing the keyword back corrected its use. Anyhow, if it happened to me, I'm sure it happened to someone else, so if anyone happens to mention that their icons went wonky in how they're displayed in comments and such, changing the keywords for them back to the original keyword should fix it.

Previous 20