Paizo.com Tech Team's page

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Hey all - we over in tech understand (and share) all of your frustration and we appreciate your patience as we continue to seek out the root cause of this problem.

While we can't disclose a lot of the technical details, we can outline what we have been doing so far. We have been reading and collating information from all the correspondence we've received regarding this issue - thank you all for contacting us. We currently have 2-3 working theories about what might be causing the issue, but haven't been able to successfully confirm any of them so far. We've followed up on at least several dozen leads, but none have yet panned out. The general pattern is that we observe certain trends that suggest potential culprits, but then follow-up analysis of logs, configurations, and so forth turn up nothing amiss.

Right now, we're working with several people who can reproduce this issue, to generate incidents in a controlled fashion and be able to perform follow-up diagnostics on both the client and servers in a secure manner. Hopefully being able to see both sides of the issue simultaneously will help us zero in on the root cause.

Going forward, please continue to inform us when you run into this issue via the email address linked in the 500 error page (webmaster@paizo.com). Even if we aren't able to respond, we do still read those emails to gather data points. Again, we apologize for the frustrating experience, and appreciate your ongoing patience as we continue to work on the issue.

This is an issue we've been trying to track down and fix, but hasn't been as straightforward as we wanted. We hope to have a resolution for this soon.

Hi - Congratulations on your first Nova!

Your Nova should only display when you are in org play forums. They will not display in forums like this one (website feedback).

In taking a look at your posts, I do see the star showing up on your SFS posts, which is as designed.

Andostre - we're looking into this.

Thanks for the post. We'll take a look at this.

[Redacted]: We're waiting for the creases to de-crease.

Rei:
wait what is a “more suitable” number of tom cruises???

Gary:
well, there's some debate on that subject
basically the primary candidates put to the public are: zero tom cruises; one tom cruise; a half dozen tom cruises
many suspect shenanigans due to the fact that three tom cruises is probably better than either two or a half dozen

Katina:
“So let me get this straight. She burned to death in a fire DRILL?”
“That’s right, officer.”

“This skeleton seems to be made of plastic.”
“Well, she always seemed kinda fake to me.”

Feel free to post it again. If there's a double thread, we can always close or delete the late arriver. :)

Hi - we are aware this is an intermittent problem and are looking into it.

Gabe: I can only enjoy bread if it looks like it is screaming at me.

Also the 'backtracked too far' bug is becoming more common I've noticed. Twice today I've lost posts to that old chestnut.

For what it's worth. :(

Thanks, Euan. I believe that's a separate issue but we'll look into it as well.

We'll take a look at this, thanks for the heads up.

Hi!

Please send this request via email to organizedplay at paizo.com with your character information and the circumstances surrounding their deletion so OP can review and determine the best course of action.

Thanks!

Thanks for the heads up! We'll take a look at this when folks get back from Gen Con.

Closing this thread out, as the original issue in question was resolved.

As David mentioned, PDFs should be downloading properly but we have had a lot of traffic today due to the launch of PF2, so there may be short periods of time where things are running a little more slowly.

If you are completely unable to download your PDFs, please open a new post and provide more detail regarding the issue and we'll get back to you as quickly as we can. (Most of the company is at Gen Con.)

Thank you!

I apologize for the poor user experience. We know the checkout system in general needs a lot of work both on the backend and from a user experience. Please know that we appreciate your feedback and are have shopping cart and checkout on our roadmap for significant improvements.

In regards to the specific issue you are having, this is something we're looking into from a code perspective more immediately, but we are a little light on staffing in the next week due to GenCon. In the meantime, if you are willing to contact Customer Service, they can help you out on the correct book selection in the interim.

We know there are still some outstanding issues and are actively working to fix. This, unfortunately, is taking slightly longer than we originally thought it would.

Hi - currently we've chosen to simply have the main page for ACG on the nav, so this is working as designed.

This should now be fixed!

Thanks for letting us know, we're taking a look at this.

If you previously downloaded the color character sheet when it was without symbols, we've updated it to include them now. Thanks for your patience!

We had an error in our code that caused the redirecting issue on our website over the last few days. This error occurred as we were making improvements to our site’s speed and functionality. At this time, this issue is considered resolved. We appreciate everyone’s patience during this inconvenience.

For any further discussions on this topic, please refer to this thread.

We had an error in our code that caused the redirecting issue on our website over the last few days. This error occurred as we were making improvements to our site’s speed and functionality. At this time, this issue is considered resolved. We appreciate everyone’s patience during this inconvenience.

For any further discussions on this topic, please refer to this thread.

We had an error in our code that caused the redirecting issue on our website over the last few days. This error occurred as we were making improvements to our site’s speed and functionality. At this time, this issue is considered resolved. We appreciate everyone’s patience during this inconvenience.

For any further discussions on this topic, please refer to this thread.

We had an error in our code that caused the redirecting issue on our website over the last few days. This error occurred as we were making improvements to our site’s speed and functionality. At this time, this issue is considered resolved. We appreciate everyone’s patience during this inconvenience.

For any further discussions on this topic, please refer to this thread.

We had an error in our code that caused the redirecting issue on our website over the last few days. This error occurred as we were making improvements to our site’s speed and functionality. At this time, this issue is considered resolved. We appreciate everyone’s patience during this inconvenience.

Fixed both of those and moved this into the right forum. xrk

Bob Jonquet wrote:

They are working on repairing the glitch and it should be done by the time the program goes live.

This strikes me as frankly very optimistic given Paizo's record on anything relating to their website and the fact they have been missing for months. If it was an easy fix presumably it would have already have been done by now.

The tech team is definitely working to get this up and live before GenCon so everyone can use their points.

We're taking a deeper look at this to determine what's going on and how to fix.

You're correct, they currently don't count. This is something we'll bring upstairs for the execs to discuss. Thanks for the feedback!

We apologize for the poor experience. We're going to dig in and take a look at the issues you had so that we can avoid something similar from happening in the future.

We know that there are challenges with the current checkout process and are currently taking a hard look at how best to tackle all the things that need to be improved.

Hi all, we're taking a look at this right now and working to get it sorted out quickly.

Maintenance has been completed, thank you for your patience.

An additional delay has moved our expected start time to 2-3 PM PST. Our estimate regarding the duration of the downtime remains at up to two hours.

The preparations preceding the scheduled maintenance are taking slightly longer than anticipated, so the maintenance will be pushed back a few hours to begin 10 AM - 12 PM PST. Our estimate regarding the duration of the downtime remains at up to two hours.

Thanks for letting us know. We'll take a look at this.

Thank you for bringing this to our attention! We're working to update this appropriately.

On Monday, July 1st, starting at 9:00 AM Pacific time, paizo.com be undergoing planned maintenance. Our team estimates paizo.com downtime will last up to two hours. Updates or notes regarding the downtime will be posted here.

Katina: Yeah i made the parent live but the child is still spinning

We're taking a look at this and will look to resolve as soon as possible. We'll come back with more information when we have it.

On Monday, June 3, starting at 9:00 AM Pacific time, paizo.com be undergoing planned maintenance. Our team estimates paizo.com downtime will last up to an hour. Updates or notes regarding the downtime will be posted here.

We'll take a look to see what might be causing this.

We'll take a look at this. Thank you for the suggestion.

Update:

We're seeing just a couple of holdout domains that still do not have our DNS updates.

Since we know folks are waiting, we have gone ahead and resent account verification emails to unactivated accounts since February 16 (the date of our cutover).

If you still do not receive an account verification email, your domain is probably one of the hosts we are still waiting on. We will do another round of account verification re-sends on Monday for that group.

This issue may have also affected any password reset requests that were made during this time. For security reasons, we can't resend that email for you, but you can attempt another request from the sign-in page. If you do not receive that email, you will need to retry once we post here that all outstanding DNS changes have resolved. We will keep this thread updated as soon as we have that information.

Thank you.

And I just got another page saying this site was down for scheduled maintenance again. I thought that was done with? I haven't seen that in several days.

It's possible this was a caching issue, but we'll take a look on our end.

Update:

Still waiting on the DNS; there are just a few hangers-on that we're waiting to resolve.

Once we have resolution there, the Tech Team will be resending verification emails for all unactivated accounts created since February 16. We will update this thread once we have done so.

Unfortunately, we have no way of resending other transactional emails such as order confirmations. If you have placed an order but did not receive an order confirmation email, you can look for it in your purchase history in My Account, or you can contact Customer Service if you need help.

Hi - how did you get to this page?

That is definitely odd. We'll take a look and see if we can determine the issue.

Update: our new ISP has made some corrections to DNS which we are now waiting to propagate. This should solve the problems with emails being rejected.

We are closely monitoring so we know when this is finished.