Our social login provider Janrain has problems particularly with Windows Live button. If you are using that button to log into your Ecwid control panel, you will currently see an error at Janrain site after you input your Windows Live credentials.
If you came across that problem, don’t worry - your Ecwid store is fine, there is no errors about your account, your products and data are all safe here at Ecwid.
You can still log into Ecwid using your email and password. Just restore the Ecwid password for your Windows Live email, using the Forgot password link at the right of https://my.ecwid.com, and once you receive your Ecwid password, use the classiс login form at the right of https://my.ecwid.com.
This problem only affects those merchants who use Windows Live button to log in to Ecwid control panel, the other social login buttons work fine. We expect Janrain to fix their integration to Windows Live services soon.
The status concerns all Ecwid store owners who use one of our paid plans or try to upgrade their account now.
Apr 05, 2013 08:31 (UTC): Cybersource has reported their services are down at the moment. Here is the message they sent to us:
“We are experiencing an intermittent network issue. This issue is affecting connection to CyberSource via SCMP, Simple Order and SOAP ToolKit API. Please await a notification once the issue is resolved.”
Ecwid users may encounter the following errors:
Our engineers are investigating the intermittent unavailability of our Facebook app. More details soon.
UPDATE: The issue with Facebook application availability for some of Ecwid users on March, 29 was caused by server maintenance on our side. We fixed the problem in about 15 minutes. Facebook application should work fine for all Ecwid users.
Sorry for the troubles caused by this issue.
On March 19 all Ecwid stores became unavailable for up to 21 minutes and in addition to that about 8% of Ecwid stores were unavailable on March 20 for up to 54 minutes. The issues were not related with each other and there was no data lost during these outages.
Such events are completely unacceptable according to our standards and we’d like to share the information about them. But first of all, please accept our apologies for the issues occured.
The first issue has to do with the way how we apply the changes in Ecwid. In some rare cases we have to reload the whole Ecwid system in order to apply the internal changes. The issue was caused by one of our engineers who improperly used the internal tools we use for the seamless Ecwid service restart. The seamless Ecwid restart cosists of two separate steps:
1) Run the updated copy of a service and test that it runs properly and ready for production usage;
2) Switch the traffic to the freshly loaded service and remove the old service nodes.
Such procedure allows us to minimize the impact of the service restarting.
These two steps are taken separately in order to allow engineers to review the new service instances before switching the traffic to it. Unfortunately in this case the feature lead to the issue: at 11:16 UTC our engineer started the upgrade procedure but launched only the second part of it without the first one. This procedure worked as usual: it switched the traffic to the ‘new’ point and killed the ‘old’ Ecwid service. Except there was no new Ecwid waiting for the connections. Our monitoring alarms triggered immediately and notified all responsible engineers. As soon as we found out the root of the issue we launched all the necessary parts of Ecwid again. Then we had to route the traffic back to the correct service allocation. So, within 9 minutes after the issue raised we restored the access to the first 10% of stores and proceeded to restore remaining ones. At 11:29 UTC, 21 minute after the issue raised we restored the correct function of all Ecwid stores. The Ecwid service is disributed among many servers which makes it very flexible. On the other hand the process of service recovery has taken significant time. We are sorry for that and look forward to improve our tools.
In order to prevent a similar situation in future we are going to amend our upgrade procedure with a probe for the availability of new Ecwid instance before swithching to it
Another outage with one of Ecwid servers arised at 23:17 UTC March 20 and affected the availability about 8% of Ecwid stores. It was caused by a system resource exhaustion in one of Ecwid subsystems. Earlier that day we enabled a new subsytem responsible for ensuring the API calls to the stores meet the limits we proposed in our documentation. The thorough investigation of the issue is not finished yet, but at this point we suppose that this new subsystem in some rare cases leads to the system resources drain and can cause such an outage. We still continue the investigation. Anyway on the outage the monitoring alarms triggered immediately and notified the responsible engineers. But since the notification system triggered too many false positive alarms through the last weeks, this time the responsible engineer misinterpreted the real problem. Therefore the real problem was detected much later than usually. As soon as we recognized the issue we fixed it. At 00:11 UTC March 21 (after 54 minutes after the issue arose) the issue has been completely resolved. We have to ask for appologies for this issue as well.
To prevent similar situation and ensure early problem detection and resolution, we reviewed the alarms the engineers got through the last month and modified the trigger conditions in order to decrease the false positive noise. We also improved the requirements for notification configuration on end devices in order to make the notifications about major issues more recognisable. We made sure the requirements are properly implemented. After the thorough investigation of the technical roots of the problem we are going to find the engineering solutions to prevent it completely.
We are understand that we let down our customers who trust us the ensuring that their stores work fast and reliably. We do our best to that for you.
One of our servers was having some problems since 2013-03-20 23:17 till 2013-03-21 00:11 UTC (for 54 minutes). This resulted in service unavailability for about 8% of our users. Currently the server is working fine, Ecwid control panel and the stores are all available.
We are very sorry for this downtime. Our engineers are now investigating its reasons, we will publish updates as we find out more details.
We are sorry to inform you that a major part of Ecwid is currently unavailable. Our engineers are already working on restoring the service, we expect it to be up and available again within minutes. More details follow.
Update Tue, 19 Mar 2013 11:37:32 UTC: Service is restored, all stores and control panels should be available now. The storefronts and control panels had been unavailable for 10-21 minutes depending on the store. We continue to look into the exact reasons of the problem.
Mar 18, 2013 20:08 (UTC): Ecwid application for adding shop widgets to Vkotakte (a popular Russian social network) is currently not available. We’re investigating the exact reason of this issue with VKontakte. The issue affects only merchants who use our official Ecwid app in Vkontakte. All storefronts on other platforms works as usual. If you integrate with VKontakte using a custom app, you’re also not affected.
The message and the updates below is in Russian.
Сегодня ВКонтакте заблокировал наше официальное приложение, не предоставив объяснений. На данный момент витрины магазинов, использующие наше официальное приложение ВКонтакте не доступны и показывают ошибку “Приложение Магазин заблокировано администрацией сайта”. Проблема касается только витрин ВКонтакте, использующих официальное приложение. Сами магазины, их панели управления и витрины на любых других платформах работают в нормальном режиме. На стороне Эквида никаких неполадок нет, все ваши данные в целости, вне зависимости от того, используете вы наше официальное приложение ВКонтакте или нет. Кроме того, если вы используете не официальное приложение, а стороннее или сделанное вами - проблема его не коснется.
В данный момент мы выясняем причины блокировки. Обновления по проблеме мы будем писать здесь и на нашем форуме. Также скоро мы подготовим и опишем обходные решения, которые можно будет использовать на время исследования и решения проблемы. Мы будем держать вас в курсе.
Обновлено Mar 18, 2013 22:49 (UTC): Мы написали ВКонтакте по нескольким каналам связи - ждем от них ответа и объяснений проблемы. Когда что-то будет известно, мы дадим знать.
На данный момент, для того, чтобы сделать ваш магазин доступным для покупателей, предлагаем разместить у себя в группе ВКонтакте ссылку на работающую витрину (например, на сайт или блог, где у вас тоже установлен тот же Эквид-магазин). Если ВКонтакте у вас - единственная витрина, тогда в качестве альтернативной ссылки можно использовать так называемую simple-store версию вашего магазина, которая размещена у нас и никак не затронута проблемой с официальным приложением ВКонтакте. Там ваши покупатели смогут добавить товары в корзину и оформить заказ как обычно. Как получить такую ссылку написано вот тут: http://goo.gl/rvUz3 .
Обновлено Mar 19, 2013 16:02 (UTC): ВКонтакте ответили на наше сообщение. Блокирование приложения было вызвано тем, что один из магазинов продавал товары с нарушением авторских прав. К сожалению, ВКонтакте не стали разбираться и проверять все подробно - отключили всё приложение. Детали (какой именно магазин) нам сообщили только что. Для того, чтобы сделать приложение снова доступным всем, нам пришлось закрыть тот магазин. Мы уже сделали это и оповестили ВКонтакте. Как только ВКонтакте подтвердит, что проблема решена и содержимое, нарушающее закон, удалено, приложение должно быть разблокировано. Мы будем держать вас в курсе.
Обновлено Mar 20, 2013 11:22 (UTC): Как мы уже говорили, мы сообщили ВКонтакте о том, что содержимое, нарушающее авторские права, было удалено. В ответ на нашу просьбу включить приложение, от ВКонтакте пришел такой ответ:
“Ваш вопрос рассматривается. К сожалению, необходимо немного подождать.
Надеемся на скорый ответ,
Команда поддержки ВКонтакте.”
Будем ждать. А пока советуем воспользоваться обходным решением, предложенным выше.
Обновлено Apr 04, 2013 10:05 (UTC): наше приложение для размещения магазина ВКонтакте работает. Все магазины отображаются и работают нормально.
ВАЖНО: в связи с ужесточением требований ВКонтакте к магазинам, размещаемым на их платформе, всем продавцам, имеющим магазин ВКонтакте, необходимо добавить необходимую информацию о магазине и проверить магазин на соответствие правилам ВКонтакте . Мы обновили наше приложение для того, чтобы вы смогли добавить эту информацию. Важно сделать это как можно скорее. Подробная информация на нашем форуме: http://www.ecwid.com/forums/showthread.php?p=81805#post81805
We are glad to announce, that on 25 Feb 2013, 5:00 - 6:00 UTC, the new version of Ecwid will be released. While administrators are performing this upgrade, you may experience intermittent periods of down time.
Feb 11, 2013 11:47 (UTC): One of the Russian payment gateways integrated with Ecwid, namely Robokassa, is having troubles. Their web site (www.robokassa.ru) and the payment gateway itself are down at the moment. The problem is clearly on the Robokassa side and does not depend on the shopping cart being used. The issue affects merchants who use Robokassa in their online stores: customers cannot proceed with checkout using that payment option.
The other payment options in Ecwid work fine. So, as a workaround, you can temporarily enable one of the available options for your customers:
http://kb.ecwid.com/w/page/15853303/Payment%20options
We are communicating with Robokassa engineers to get this trouble fixed.
UPDATE Feb 11, 2013 13:10 (UTC) : Robokassa services seem to be up now. Everything should work fine. Still no updates from their engineers though. We will post a message from them as soon as we get one.
UPDATE Feb 12, 2013 09:32 (UTC) : Robokassa engineers has contacted us on this matter today. They confirmed Robokass services were unavailable for two hours yesterday (Feb 11, 2013). At the moment, everything should work fine.
Below is the same message in Russian.
Feb 11, 2013 11:47 (UTC): В данный момент платежные сервисы “Робокассы” не доступны. Их сайт (www.robokassa.ru) и сам платежный шлюз в данный момент не отвечают - на их стороне какие-то неполадки. Проблема затрагивает только магазины, использующие Робокассу: покупатели, выбирающие при оформлении заказа Робокассу в качестве метода оплаты, не смогут закончить оплату заказа. На стороне Эквида такие заказы будут сохранены во вкладке “Незавершённые”.
Остальные методы оплаты работают нормально, поэтому в качестве временного решения мы рекомендуем включить один из альтернативных методов оплаты в магазине:
http://ecwidru.pbworks.com/w/page/38490331/%D0%A1%D0%BF%D0%BE%D1%81%D0%BE%D0%B1%D1%8B-%D0%BE%D0%BF%D0%BB%D0%B0%D1%82%D1%8B
Мы в данный момент пишем инженерам Робокассы для выяснения причин проблемы и сроков починки.
ОБНОВЛЕНО Feb 11, 2013 13:10 (UTC) : Сервисы Робокассы работают, насколько мы видим. Оплата заказов с помощью их платежной системы должна теперь работать нормально. Впрочем, пока никаких сообщений от них мы не получали. Как только они что-нибудь сообщат нам, мы дадим вам знать.
ОБНОВЛЕНО Feb 12, 2013 09:32 (UTC) : Специалисты из Робокассы подвердили, что вчера (11.02.2013) их система не работала в течение примерно 2-х часов из-за неполадок на их хостинге. Сейчас работоспособность сервиса восстановлена в полном объёме.
Our social login provider Janrain has problems particularly with Windows Live button. If you are using that button to log into your Ecwid control panel, you will currently see an error at Janrain site after you input your Windows Live credentials.
If you came across that problem, don’t worry - your Ecwid store is fine, there is no errors about your account, your products and data are all safe here at Ecwid. Just restore the Ecwid password for your Windows Live email, using the Forgot password link at the right of https://my.ecwid.com, and once you receive your Ecwid password, use the classiс login form at the right of https://my.ecwid.com.
This problem only affects those merchants who use Windows Live button to log in to Ecwid control panel, the other social login buttons work fine. We expect Janrain to fix their integration to Windows Live services soon.
