Technical Support

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.

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!

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.

• 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).

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.

[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.

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.

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

I'm experiencing this as well:

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

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

Thanks

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

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

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

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)

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.

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.

Anyone know what the issue could be?
I asked her a few questions about updating and if she ever had trouble before.

http://www.insanejournal.com/support/see_request.bml?id=2222

Feed too big:
http://www.insanejournal.com/support/see_request.bml?id=2088

badwebcomics - old feed:
http://badwebcomics.blogspot.com/feeds/posts/default

Should be changed to this:
http://badwebcomics.blogspot.com/feeds/posts/summary

_____________________

Feed URL change request:
http://www.insanejournal.com/support/see_request.bml?id=2002

Account username: lfg_comic
New URL: http://feeds.feedburner.com/LookingForGroup?format=xml

_____________________

Feed URL change request:

http://www.insanejournal.com/support/see_request.bml?id=1826
Account Name: devils_panties

New URL: http://www.thedevilspanties.com/comic.rss

_____________________

I'm going over support requests and have been noticing some misinformation that has been posted to the queue, which makes it difficult to approve answers and I fear more people might be taking it as true.

PLEASE DO NOT POST TO THE QUEUE IF YOU ARE NOT SURE ABOUT THE INFORMATION IN YOUR POST.

If you think that it's a possibility, and it would be helpful for letting others know where to look at the problem, please do an INTERNAL COMMENT, or mark that it's for support volunteers, AND SAY THAT YOU'RE NOT SURE BUT. It would be helpful if you could post where you were getting the information from as well! Thank you.

Please? It really would be most helpful.

I'll try to compose a new welcome to support for the newcomers soon!

Also; If I could have some help in clearing out the support requests it would be greatly appreciated, since a backlog has built up.

G/unk problems:

milhouse came up with a solution, but there appears to be a problem with the site scheme "trails" and posting - more information here: http://www.insanejournal.com/support/see_request.bml?id=2120