I cannot log in to any of my Ragic Accounts on na4 or na5
This has been going on for over an hour that i know of.
I finally was able to get to a login screen, and then it said my usename/password was wrong. (it isn’t) so clicked ‘Forgot Password’ it says no such email account.
I have a colleague who is logged in to one of our accounts. He tried going to Users, and nothing shows up in the main window. The headers and left navigation are there, but no users show up.
I have tried all of the usual things, with clearing cache, trying incognito, other browsers. me and the colleague that is logged in cannot go to this page: ragic.com/intl/en/doc-kb/64/customer-support-options It give the same no healthy upstream error.
Server status page is not showing any issues (however in 6 years i’ve never seen it show an error)
Thank you for reporting this, and we sincerely apologize for the prolonged interruption and the delay in our response.
We’ve confirmed with our developers that on Sunday, September 27 (US time), our main server encountered an error that was likely related to a recent Java upgrade. This resulted in the “no healthy upstream” message and the login issues you experienced. Our team treated the issue as an emergency at the time and was able to restore the affected connections.
We’d also like to explain the delay in our response to this thread. The team that monitors the Community is based in Asia, and the incident occurred during a national holiday. While this affected our response time, we understand that a prompt update is especially important during a service interruption, and we apologize for leaving you without an update for so long.
Now that the holiday has ended, our developers will conduct a more detailed investigation to identify the underlying cause and prevent similar issues from occurring again. We’ll post another update in this thread once a fix in place.
Again, we apologize for the disruption this caused to your work, and thank you for your patience and understanding.
Our apologies for the delayed access recovery for some of the accounts on Sept. 28. The outage was a partial outage for one of our sign in service, which evaded our current monitoring and alarm mechanisms. The issue was not difficult to resolve after system admin noticed it, but it did reveal a missing piece in our current monitoring and alarm system that delayed our response time.
We will be conducting a thorough review on our monitoring and alarm system, to ensure that partial outages like this can be timely and accurately identified and send out the notifications as they are identified.
Sorry for your convenience and thank you for your patience. We will build on this experience to make sure our monitoring system can accurately monitor the accessibility of each individual accounts and services.
Following up on our earlier replies, we’ve completed and deployed the fixes for this incident.
After a thorough investigation, our developers identified how the recent Java upgrade affected our main server, fixed the issue, and added a further safeguard to keep it from happening again.
We’ve also strengthened our monitoring and alert system. If a similar outage occurs in the future, our system administrators will get an SMS alert within tens of seconds and a phone call within minutes. If the monitoring system itself ever stops working, that will be detected within about 2–3 minutes. This means we can respond much faster than we did this time.
Thank you again for reporting this and for your patience. Your report helped us make these improvements.