My Downloads Page / Humble Bundle Downloads Issues


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Liberty's Edge

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Pathfinder Companion Subscriber

This is a good training exercise for potential future subscribers. Every month we go through the same thing. "Some people have their PDF already? When does mine ship when does mine ship??"


Devolis wrote:
Some folks seem to think it's helping to post here telling us how much THEY don't care and that we too need to be chill about not getting what we payed for, often while making fun of us. It's not helping and they're wrong.

I think that's a fair point. Telling people how they should feel is almost always a bad idea.

Devolis wrote:
The bottom line is that not satisfying your customers is bad business, no matter the reason, and not providing goods and services they've payed for in a timely fashion is not OK.

Here's where I take issue with your post: What's a timely fashion? Their system can't handle the load and they're taking steps to fix the problem with more hardware. Without trying to minimize the genuine disappointment you are feeling, how would you handle this situation in Paizo's shoes? Would you want Paizo to stop offering the Bundle, refund your money, and pack their things up?

Given the reality of the situation, what outcome do you want?


Pathfinder Adventure, Adventure Path, Lost Omens, Maps, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber; Starfinder Superscriber
Cthulhusquatch wrote:

It's a write-off for the people donating if they choose.

Steve Geddes wrote:
dtreth wrote:
I wish people would stop flogging the "charity" angle. It's a tax write-off, nothing more and nothing less.

In what sense?

I'm not in the US (and often miss the obvious, so perhaps I'm just dense) but I can't see how Paizo could get any tax benefit out of this. Can you claim for selling stock at a discount or something? In Australia if you tried that, they'd only allow it if you also added the discount back in as taxable income.

Ah, gotcha. I thought they meant it was a tax write-off for Paizo. (Turns out I was dense!)

Cheers.


The real problem is they are using WebObjects technology for the backend coding for this site.. check the wiki...last stable release 2008.. initial release 1996... ancient for web technologies. :-)

https://en.wikipedia.org/wiki/WebObjects

Good luck getting this going, can't wait to download Pathfinder stuff, been wanting to play it forever and glad they put it on Humble Bundle even though they were not prepared for the onslaught!


Amerisun wrote:

The real problem is they are using WebObjects technology for the backend coding for this site.. check the wiki...last stable release 2008.. initial release 1996... ancient for web technologies. :-)

https://en.wikipedia.org/wiki/WebObjects

Good luck getting this going, can't wait to download Pathfinder stuff, been wanting to play it forever and glad they put it on Humble Bundle even though they were not prepared for the onslaught!

Haha, I remember John Siracusa complaining about Apple using WebObjects as the backend for iTunes on Accidental Tech Podcast.

Community Manager

Liz Courts wrote:
Right now, I'm waiting for a PDF to download myself, so I very much understand everyone's frustrations.

And as a follow up, mine just started downloading (after 45 minutes or so).


Liz Courts wrote:


And as a follow up, mine just started downloading (after 45 minutes or so).

Really? I have been able to download a total of 1 book over the last two days. I have another book that I paid for outside of the Humble Sale that I can't get either.


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45 minutes of waiting or 45 minutes of clicking?

The long waits I can accept; being logged out and having to start over again is what makes it tedious.

If I could just let it run over night, that would be a perfectly good solution :)


My Core Rulebook finally was ready to download. I am hoping that's a sign that things are getting better with the servers.

Grand Lodge

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Adventure Path Charter Subscriber; Pathfinder Starfinder Adventure Path Subscriber
Devolis wrote:

Orders WERE completed and credit cards charged.

Some folks seem to think it's helping to post here telling us how much THEY don't care and that we too need to be chill about not getting what we payed for, often while making fun of us. It's not helping and they're wrong. The bottom line is that not satisfying your customers is bad business, no matter the reason, and not providing goods and services they've payed for in a timely fashion is not OK.

Meh. What is a "timely fashion" in the face of a technical problem like a huge, unexpected surge in traffic that swamps your existing server? If a business can't meet its typical fulfillment time, its new fulfillment time becomes "the quickest we can do" while putting parallel resources in place. From everything we're hearing, that's what they're doing.

In a situation like this, some customers are going to be unsatisfied no matter what Paizo does.

-Skeld


Whoha, first download started! Liz, you seem to spread good luck!

Dark Archive

Steve Geddes wrote:
dtreth wrote:
I wish people would stop flogging the "charity" angle. It's a tax write-off, nothing more and nothing less.

In what sense?

I'm not in the US (and often miss the obvious, so perhaps I'm just dense) but I can't see how Paizo could get any tax benefit out of this. Can you claim for selling stock at a discount or something? In Australia if you tried that, they'd only allow it if you also added the discount back in as taxable income.

Paizo can claim the value of the books minus what people actually paid on their business taxes, at least as far as I understand it. Hill's Pet Foods does it a LOT with animal rescue shelters. The shelters can get food free (it's just labeled plainly that it's not for retail sale) and then the business doesn't have to pay as much (or if they donate to enough shelters, at all) taxes.

But again, my extent of knowledge is just from what Hill's Pet Foods does with my local animal shelter, I have no idea how it would work for Paizo with PDFs... Most countries laws are not yet caught up to the value of digital goods.


IocanePowder wrote:


What's a timely fashion? Their system can't handle the load and they're taking steps to fix the problem with more hardware. Without trying to minimize the disappointment you are feeling, how would you handle this situation? Would you want Paizo to stop offering the Bundle, refund your money, and pack their things up?

Since you asked... I would handle it by providing the relevant PDFs to the humble bundle people to provide for download exactly the way every other Humble Book Bundle is done. Then I would disable the personalization process temporarily on paizo.com and allow users to download the same unpersonalized copies from Paizo's site until the load drops.


I am all for the Humble Bundle offer that Paizo is doing. However, it seems like those files should be able to be downloaded (and personalized) by a different server. I am sure someone probably already recommended that, but couldn't they set up something where those downloads don't affect the main downloads for regular subscribers and other customers can get non-Humble Bundle downloads? Split the workload, improve overall customer experience?

Community Manager

MaPhi wrote:

45 minutes of waiting or 45 minutes of clicking?

The long waits I can accept; being logged out and having to start over again is what makes it tedious.

If I could just let it run over night, that would be a perfectly good solution :)

Waiting, with one redirect to the front page.

And in case anyone is curious, no, I do not get any sort of preferential queue/priority express lane because I'm an employee--I get my PDFs the same way everybody else does.

Community Manager

2 people marked this as a favorite.

Removed a post. Please do not advocate unauthorized downloads of our products on our site.


Hey, the download seems to be working for me too. Clicked on the Core rules and they downloaded right away.

Edit: And nothing else is working again. At least now I have the Core rules to tide me over. :)


If I don't keep refreshing the page at least once a minute, my session times out and I have to resubmit my file requests.

Community Manager

1 person marked this as a favorite.

Hmm, something certainly seems to be snappier...
*makes a Perception check for the SysAdmin*


Just got my Vengeance Player's Guide PDF as well. Huzzah!

Community Manager

Siedras wrote:
If I don't keep refreshing the page at least once a minute, my session times out and I have to resubmit my file requests.

If you haven't tried logging completely out, clearing your browser cache, and logging back in, please try doing so before reattempting to download your files again.


It appears to be getting a little better. I had two books download just now after not being able to for 2 days. It still stalls a lot.


Mr_Dionysus wrote:
It appears to be getting a little better. I had two books download just now after not being able to for 2 days. It still stalls a lot.

Probably because it's 1:30 am on the East Coast and we are getting tired and falling asleep so the system is a little less hammered.. going to try in the morning before heading to work... :-)


I wish there was a way for us to see where each file requests is in the queue.


Lithin wrote:

Hiya,

Is it possible to bulk download documents? Buying the big humble bundle you have to download a ton of different files instead of just 1 zipped.

Paizo files are marked with your own personal watermark. all files need to be individually watermarked, its for that reason that you'll have to download so many sepperate files.


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Newcomer here as well, like a few of the 30463 buyers :) I only managed to download the beginner box, and like many of you I'm getting very excited about this. I wish I could download the whole thing right away and dive in.

That said, my concern is more about the physical box: in a "pay what you want" scenario where the average is at 17$, assuming a bit of a bell curve, probably a good portion of people payed more than 25$ and are eligible for the physical beginner's box.

How long will be the queue for these? In my specific case, I had it delivered to my sister's place in the US because I'm visiting in two weeks. Will it be there already? Will it not? Mystery :)

Anyhoo, thanks a lot to Paizo for the amazing opportunity to get started with roleplaying. I hope your team (and your servers) survive the event!


Pathfinder Rulebook Subscriber

Mine still won't download, and if I wait too long the system just logs me out of the My Downloads page :(


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Ok this is coming from a person who is in the I.T. field and a person who has an extreme amount of patience when it comes to these things. Stay calm people, it doesn't take a short amount of time to upgrade a server, especially a server that has keys, documents, and probably hosts the forum servers.

Basically, imagine a balloon, fill it up with too much water and it pops. Replace water with people downloading. That's what is going on right now. Their servers are being overloaded with download requests. These guys are probably already stressed out not expecting this, and my kudos goes to you all who are dealing with this problem as fast as possible.

I am an avid Tabletop RPG gamer and when I seen that ALL of these books were on there for $17 at the time I purchased this Humble Bundle I was so stoked. Thank you Paizo for doing this, and hope you will fix the issue, but take your time you awesome IT people. I have been waiting to join the Pathfinder community for awhile now and hopefully people around my area will see the Humble Bundle.

Dark Archive

Okay, now for a question...

Say I see this

Core Rulebook Personalizing... Click link again in 10 seconds to download

If I click and nothing happens, then I click a minute later and still nothing happens, was the queue reset, or will it eventually finish and then my click will work?

If possible, could we get some data on whether we should keep trying (I'm now limiting myself to one file at at time) to click on that 'Personalizing... Click link again in 10 seconds to download" or not?


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I was more upset (which is to say, not actually upset because I was trying to get one of the free PDFs and ended up just going to a competitor's site and getting it for free there) a couple of days ago when nothing was downloading, and I didn't know why. But then when I found out there was a PF humble bundle, I was really excited and immediately bought it. It doesn't surprise me things went to hell with all the new traffic. Now mostly I just wish there were better status messages and that this weren't affecting my PBP games.

I also find it interesting that I can get access to all of the Pathfinder rules source material on d20pfsrd for free, yet I've spend far more money buying other Pathfinder stuff than I've spend on any 5e material, which I need to pay for to get the rules. Methinks there may be a connection....

I'm really excited for Paizo and the influx of new people! I just hope the technical problems doesn't turn too many people away. And that Paizo comes away from this with a few lessons learned, so they can provide us an even better product in the future! :-D

Shadow Lodge

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Pathfinder Starfinder Society Subscriber

Castux, I finalized the order with Paizo around 1-1:30am Pacific last night (2/25; ~1:30am Pacific). I got shipping confirmation this afternoon.

I know experiences will vary, but knowing the Paizo staff, I am sure they are doing what they can and Will runs an efficient warehouse.


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Long time subscriber here:
From personal experience (though it was nearly never this 'bad'), I'd tell you to personalize just one file at a time.
The clicking on the link won't reset the queue, AFAIK, it just asks the server, if your personalized file is ready.

Not clicking the link will have you time out and you will have to personalize again (From what I understand, the personalized file is stored temporarily only, though I don't know how long exactly, thinking it's less than 10 minutes).

Hope that helps and is somewhat accurate.


Looking into getting the bundle myself because awesome stuff is awesome! I've read through the thread and I don't need the PDFs right away so I'm not worried about them - one question though: for the physical beginners box, is there a time limit on that? I don't think there is but I thought I read that supplies were limited. Is it possible to buy the box and not get it because of demand? Sorry for the iPhone thumb typos. Thanks in advance!


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Skeld wrote:
dtreth wrote:
Skeld wrote:
Bando wrote:

Not exactly the right space for this but, out of curiosity, what are the "single file", "one file per chapter", "'lite-single file", and "lite one file per chapter" choices all about?

Keep up the awesome work!

to quote a post I saw on the Paizo Facebook page today by Jason Chapa,

"Top goblins...TOP...goblins"

Single file is the entire book in one PDF.

One File Per Chapter is a separate, smaller PDF for each chapter of the book.

The "lite" versions have some of the background graphics muted so that they'll render better/quicker on devices like phones and older tablets.

Different options for different needs and uses.

-Skeld

I wish people would stop flogging the "charity" angle. It's a tax write-off, nothing more and nothing less.

Since i didn't say anything about charities, I'll assume you meant to respond to someone else. :D

-Skeld

YUP! Sorry, still having problems with which reply button is which, I will perservere and figure out these forums yet!


Cthulhusquatch wrote:

For some. When I donate to charity, I do it for the charity.

dtreth wrote:


I wish people would stop flogging the "charity" angle. It's a tax write-off, nothing more and nothing less.

If you think that's why most people buy Humble Bundles, then I have a nice, shiny non-profit you can donate to....


Any idea why Paizo added a link to this page from the My Downloads page?

I was hoping for some official estimate of when I would be able to download the books I bought, but don't see any.

Silver Crusade System Administrator

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Welcome to the forums. ^_^


Roman Levin wrote:

Any idea why Paizo added a link to this page from the My Downloads page?

I was hoping for some official estimate of when I would be able to download the books I bought, but don't see any.

They linked to this thread because it's where the updates on the server situation are coming up, and when they have an official estimate of how long personalizing will take for the duration of this... "spike" feels like something a lot shorter, so I'm going to say "tsunami", they'll let us know.


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I'm new to the site and I want to take a moment to thank all of the staff for being active on the forums and keeping us informed. As a QA analyst I have some appreciation for what you are dealing with right now and that you are taking the time to keeping us informed means a lot.

Shadow Lodge

2 people marked this as a favorite.
Pathfinder Starfinder Society Subscriber

Given the load influx, I'm surprised we haven't seen a complete crash of the system.

Or at least the a systemic crash of the download system.

If you don't work in a Tech field, I'm not sure you understand the scale of the issue...

It is amazing that Paizo's systems have stayed up with no major loss of service. Paizo is working to upgrade some of the hardware to be able to deal with the increased load.

It takes time... given the masses that have bought (and are still buying) the Humble Bundle, I would have expected to see a day or two of LOS. That hasn't happened.

This is what is called 'lag'. It happens when runtime resources are overloaded by usage requests.

Dark Archive

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Roman Levin wrote:

Any idea why Paizo added a link to this page from the My Downloads page?

I was hoping for some official estimate of when I would be able to download the books I bought, but don't see any.

The link is to tell you the current situation, which right now so far is that they are working on upgrading their hardware as we speak.

An actual time frame is not something they can give definitively, but just know that you will get your books, whether it's now or a week from now (but hopefully not that long, since they are upgrading their hardware tonight.) They aren't going anywhere and you can download them again and again, even if they are updated in the future (which happens a lot for the Core line especially) you will always be able to get the latest PDF.

The reason the system is so terrible right now is the load on the servers is highly abnormal...


One of the reasons I don't often get "free" stuff, especially free physical stuff, is because once you factor in your time to get it, it actually costs more than just paying the regular price. If you consider how much time Paizo has used of their customer base, then the "really good deal" is actually quite expensive. If, on the humble bundle order page it said something like, "Due to overwhelming demand, we will not be processing payments until our servers are capable of providing the files to you in a timely fashion." And sometime next week, I got an e-mail that said, "Thanks for waiting, here are your license keys." I'd have been a happy camper. But spending an hour trying to download the files -- then another hour going through the humble bundle faq, the paizo support faq, and finding this thread -- I'm starting to think I've paid a lot more than what got charged by the humble bundle people.

In particular, if I could just submit an order, and eventually get my documents -- no problem. But having to click to get the system to start, and then click again (after 10 seconds) and again, and again, and again -- is unacceptable.


Lamontius wrote:

some of you are patient

some of you have common sense
some of you understand the bigger picture of this event

the rest of you make me a little sad and a bit angry

Some of us have scenarios that we need to run tomorrow. If it had worked on Wednesday all would have been fine. If it was working now, it would be a little tight, but I'd cope. It is not, and I do not know what the hell I am going to do!

Patience or lack thereof do not enter into it.

_
glass.

Dark Archive

2 people marked this as a favorite.
ffujita wrote:

One of the reasons I don't often get "free" stuff, especially free physical stuff, is because once you factor in your time to get it, it actually costs more than just paying the regular price. If you consider how much time Paizo has used of their customer base, then the "really good deal" is actually quite expensive. If, on the humble bundle order page it said something like, "Due to overwhelming demand, we will not be processing payments until our servers are capable of providing the files to you in a timely fashion." And sometime next week, I got an e-mail that said, "Thanks for waiting, here are your license keys." I'd have been a happy camper. But spending an hour trying to download the files -- then another hour going through the humble bundle faq, the paizo support faq, and finding this thread -- I'm starting to think I've paid a lot more than what got charged by the humble bundle people.

In particular, if I could just submit an order, and eventually get my documents -- no problem. But having to click to get the system to start, and then click again (after 10 seconds) and again, and again, and again -- is unacceptable.

Um how much more money have you paid than your initial order? Actual money, not a 'time is money' factor? Seriously you are getting over $350 worth of products for probably $18... you WILL get it...

Liberty's Edge

Pathfinder Companion Subscriber
glass wrote:
I do not know what the hell I am going to do!

"Sorry guys, the scenario download site got slashdotted, let's do something else and we'll do the skipped thing next time."

Silver Crusade System Administrator

Tempest_Knight wrote:

Given the load influx, I'm surprised we haven't seen a complete crash of the system.

Or at least the a systemic crash of the download system.

If you don't work in a Tech field, I'm not sure you understand the scale of the issue...

It is amazing that Paizo's systems have stayed up with not major loss of service. Paizo is working to upgrade some of the hardware to be able to deal with the increased load.

It takes time... given the masses that have bought (and are still buying) the Humble Bundle, I would have expected to see a day or two of LOS. That hasn't happened.

This is what is called 'lag'. It happens when runtime resources are overloaded by usage requests.

It was a little touchy the first day. We're still having to manually maintain some parts of our system and we knew that we'd likely have to do that going in and that things would get better as the day progressed. We're lucky we found a bug at zero hour and fixed it or else our load would have been much much worse. But it was a lot more than we predicted and a lot more front heavy. Consequently, some of us have gotten more sleep than others but we're chugging on through as best we can. We learned a lot. ^_^ That's always good in my book.

Dark Archive

glass wrote:
Lamontius wrote:

some of you are patient

some of you have common sense
some of you understand the bigger picture of this event

the rest of you make me a little sad and a bit angry

Some of us have scenarios that we need to run tomorrow. If it had worked on Wednesday all would have been fine. If it was working now, it would be a little tight, but I'd cope. It is not, and I do not know what the hell I am going to do!

Patience or lack thereof do not enter into it.

_
glass.

See, you I sympathize with, you have an actual NEED to have your download NOW, unlike many of the Humble Bundle crowd (which I am one of, the deal was too good for me to pass up) that just reminds me of Veruca Salt.

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