911 posts Never trust a ballerina with a moustache
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Carmen
says

Hi everyone, We apologise for any inconvenience caused by the various site issues over the past 7 hours. eSupport is now back up and our tech team are working hard to resolve all known issues. If you have experienced any of the issues below we ask that you read through this post, follow the instructions and bear with us. We’ll keep you updated here and via Twitter.

What Happened

  • Our Search Engine (SOLR) failed at 3:20AM AEDT, so searches were timing out
  • The Marketplaces were unable to process a number of PayPal responses— payments made were successful but were not being updated on the site
  • Users were not able to download items they purchased
  • Credits were not appearing
  • eSupport had some intermittent issues where tickets could not be submitted nor replied to
  • The review queue was affected (backed up)

What We Did
  • We disabled Search
  • We restarted eSupport

The Current Status:
  • Search is back up, the site is functioning normally
  • Paypal transactions are now being processed successfully— purchasing is back to normal
  • Credits are now being processed successfully
  • eSupport is up
  • The review queue issue has been resolved

What is the Team Doing Now
  • Investigating root causes to all issues

What can you do now? [IMPORTANT]
  • Please be patient, we are working on resolving these issues asap.
  • If you have made a payment, it has gone through and you will receive your item.
  • Please don’t re-purchase any items as it will result in multiple purchases.
  • Opening up a PayPal dispute at this stage will complicate the process and may cause disruption to your Marketplace account. Resolving a large amount of individual disputes will hold up support.
  • If you purchased multiple items in error and would like to request a refund, we’ll be happy to sort that out for you. Please do not submit a Support ticket yet; we’ll let you know when and where to get in touch.
  • Please hold off on submitting support tickets if you are experiencing any of the issues below. We will keep you updated on this thread.
  •  eSupport is now running normally, feel free to contact us if you are experiencing unrelated issues.

We will be keeping you updated via this thread and Twitter. If you notice any issues other than those discussed in this post, please feel free to post them below. Again, we apologise for any inconvenience this may have caused and thank you for your patience.
157 posts
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butterflymedia
says

Thank you, Carmen.

223 posts King of the Freakin' Interwebs
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designcrumbs
says

How is this any different from when the search was working? buh-dum-tiss

Seriously though, way to be on top of things team! Thanks for keeping us all in the loop.

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hostage77
says

Thanks.

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dmsumon
says

Was it a hacker attack!!!! :crying:

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dirtstyle
says

You are simply gorgeous. =]

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Mikka
says

Very detailed information, thanks!

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Jaynesh
says

Will this issue be causing a delay on items in the review queue?

610 posts Themes and Graphics
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Bebel
says

Good and fair communication. Thanks.

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freqwave
says

Hmm that answers all of my questions. Thnx

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