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.

[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. :)

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

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.

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.

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!

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.

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

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.

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.

Hey all! As part of our recent scheduled maintenance, we made the switch over to a new ISP. While we thought this transition was complete, it appears that the delegation for our email service was not fully transitioned properly. This contributes to some email clients inappropriately flagging messages as junk or rejecting the messages entirely. This is a critical item that we know is currently impacting some important correspondence items (such as account verification or other transactional email). Our system administrators have escalated the issue and are working with our ISP to get this resolved as soon as is possible.

As soon as we have additional information available, it will be posted to this thread.

On Saturday, February 16, starting at noon Pacific time, paizo.com be undergoing planned network updates. Our team estimates paizo.com downtime will last between approximately 2-4 hours. Updates or notes regarding the downtime will be posted here.

You're quite welcome. Happy holidays to all!

Closing this thread out now that it's resolved; any additional issues should create a new thread.

Note that we do know that the process for writing a review is clunky. It's something on our list to take a look at, but we do not have an ETA for that at this time.

Hello Tech Friends,

I don't think the December 7th avatar update happened. Do we have a new release date for it? And will it include any Starfinder artwork?

Hopeful fan,

Hmm

We have unfortunately had some plague in the House of Tech.

We'll shoot for the end of this week. It should include Starfinder artwork.

Thank you for your patience!

This image is the backdrop for the main menu on the mobile skin of the site. There is an error in the CSS causing it to be displayed in the background any time the render width is below 992 px. The nature of the problem means it likely affects all browsers. The front-end team is looking into it.

We apologize for the disruption to enjoyably browsing the site.

We've traced this and several other problems back to a bug in the deployment process for our styling rules. We anticipate resolving this issue this afternoon.

This issue is unintended - it appears to be a CSS issue on certain browsers and form factors. We are currently looking into the issue.

We apologize for the disruption.

New Features
- My Subscriptions page will now sort subscriptions based on status.
- FAQs now automatically update their "last updated" date when new entries are added.
- Cancelling an event now removes attendees and removes the canceled event from their schedule.
- FAQs now highlight updated items in addition to new items.
- Added customer's time zone on their Admin tab.
- When selecting shipping method for an order, the cheapest direct shipping method will be marked with an asterisk.
- Added warning that adding a new subscription with a new address will update the address for existing subscriptions.
- Improved searching behavior when using phrases in quotes.
- Customers can now change the address connected to a credit card.
- Expired promo codes will now warn that they are expired.
- Added sorting options to the Sessions tab in My Organized Play page.
- Added a link from partner products to the Partner Authorizations page.
- Added a "refresh points" link for Pathfinder Society GMs to fix problems with star counts.

Bug Fixes
- PDFs from a cancelled subscription stayed suspended, even after the PDFs were later purchased separately.
- Empty cart (with disabled items) could be submitted as empty order.
- Updating payment method didn't work in some cases.
- Subscriptions and gifts could be purchased simultaneously.
- The same person could be reported as a GM and player for PFS play.
- Users with parentheses in their usernames could not create ACG characters.
- Users with schedule conflicts didn't count against attendee maximums for an event.
- "See who has favorited this post" didn't work properly in event discussion threads.
- Expired payment methods were automatically removed instead of allowing updating.
- Subscriptions page didn't indicate that convention pickup had been selected.
- Deleted reviews still appeared in the My Account page.
- Updates to message board threads weren't being tracked correctly in some cases.
- PaizoCon events didn't allow an attached message board thread to be created.
- Preorder products would be split into one order per product.
- "Save for later" carts could retain one-time-use promo codes, preventing their use in other orders.
- Switching aliases for a message board post would retain some of the former alias's information.
- Avatars could not be assigned for online play characters.
- Redeeming gift certificate on an order would not automatically apply the store credit to that order.
- Deleting a session from an event reporting page would generate a new, blank session.
- Private message indicator didn't display properly.
- Various display bugs affecting large screens.
- Inconsistent tab sizing.
- Some UI inconsistencies involving lists.
- Some campaigns could not be edited.

Relevant note from the tech team:

Please note that in Website Feedback, we are starting to lock posts that are obvious duplicates of a more active thread (so we can consolidate the information) or are super old/resolved/etc. This is so we can stay on top of the current/open requests more easily!

Hey, everyone. Thanks for the feedback!

While we don't officially take requests for specific avatars (as that would cause a lot of overhead), we will take this into account as we look at new avatar options.

We do know that there are gap areas and are working toward closing them.

This is coming very soon!

Thanks for the suggestion, Steve! We'll take this into consideration.

This thread houses updates and status for new avatar images added for our community to use. You can change your avatar image, as well as the avatar image(s) used by your alias(es) by heading to your My Account page.

FAQ

How are images selected for the avatar pool?
Images that are available for avatar selection must meet a variety of criteria, subject to our discretion. These commonly involve scalability (will the detail be retained appropriately when resized), aspect ratio (will a goblin's generally football-shaped head fit appropriately in a square), and contrast/quality.

Can I request an avatar image?
No. We are unable to accommodate specific avatar requests.

Can I upload my own avatar image?
No. Custom images require additional moderation, copyright considerations, and other complications that we'd prefer to avoid.

Hi. Just wanted to let you know that the team is aware of this. We are currently working on a solution.

Hi - the team is aware of and working on a fix for this.

Thanks for your patience.