This issue has been resolved.
We have identified an issue that is causing some heatmaps to show "Error loading clicks" before all data is loaded in. We will provide an update as soon as this issue is resolved.
]]>As of this morning we have confirmed that all data restoration has been completed across all storage lengths. If you are still having issues, please reach out to support@luckyorange.com for assistance.
Our backups for Lucky Orange classic were performed once per day and therefore there will be a brief period of missing data on July 26th, but all other data continues to be restored. 90 day storage customers have been fully restored, 30 day customers are above 50% restored and 365 and 60 day customers will be restored soon. We continue to appreciate your patience as we restore this data.
We have been able to retrieve our backups and have started the process of restoring missing data, starting with customers on 30 day storage. You should start seeing data appearing in the dashboard slowly over time. Please be patient as this is a very large amount of data we must restore. We will continue to update this page as progress is made.
All features are back up and running and new data is being collected. We continue to work hard to retrieve our backups from the broken service provider for all past data.
We have successfully moved all systems off of the broken service provider and all new recordings should now be visible within the dashboard. We are working closely with our contacts at the service provider to retrieve our backups for all past data. We will provide additional updates as we know more.
We are currently moving all systems from the affected service provider to a different service provider. Once this is complete, new recordings will begin displaying within the dashboard. We will then begin work on restoring existing data. Thank you again for your patience as we work through this.
Customers on Lucky Orange Classic are experiencing a delay in processing of dashboard data which is also connected to recordings and heatmaps. One of our service providers is currently experiencing downtime which is causing this delay. As soon as we resolve this issue with them, all data should begin appearing in the Lucky Orange Classic dashboard again. We apologize for the disruption and will update here once service is restored.
]]>11:15 AM CST - We have resolved the issue and you should now be able to have access to your account again. No data was lost during this time.
]]>UPDATE: The issue has been resolved.
]]>All recording data is still coming in normally and there should not be any missing data.
]]>ORIGINAL: Recordings are delayed about 25 minutes. They should be catching up shortly. We apologize for this delay. No data should be lost.
]]>:: ORIGINAL MESSAGE :: Our recordings queue is currently experiencing capacity issues and is delayed for some accounts. All data is still in the queue and will be processed soon, so you should see all your recordings come in over the next few hours. We apologize for this inconvenience and are working hard to expedite the process.
]]>Our service provider appears to be recovering from their outage and functionality in our dashboard is returning to normal. We will continue to monitor the situation.
We are still monitoring the issue with our service provider (AWS). Users may be unable to log in until the issue is resolved. Data collection should not be affected.
Our service provider is currently experiencing an outage that is preventing recording playback from functioning properly. All other functionality should continue to work.
]]>Recordings should be caught up, but we are still monitoring.
We are aware of several issues affecting our recordings and live visitor playback. We are working to resolve this as fast as possible. Thank you for your patience.
]]>Recordings should now be appearing immediately in the dashboard.
Recordings are again being delayed. We are still investigating this issue. Thank you for your patience.
Recordings should now be catching back up in the dashboard. We are continuing to monitor the situation.
There is currently a delay in recordings appearing in the dashboard. No recordings should be missed, but some might take extra time to appear. This should be resolved shortly.
]]>Amazon has confirmed that they have resolved the issue and all services are back online.
An issue with our service provider, Amazon, is preventing users from being able to log into their accounts. We are monitoring the situation and hope to have full functionality restored soon. We apologize for any inconvenience.
]]>Recordings should be slowly reappearing in the dashboard. We are monitoring the situation.
Recordings are currently unavailable in the dashboard. We are working to restore access as quickly as possible.
]]>All should be back to normal now.
There are some recordings that will not playback, but they are being imported in.
There is an issue affecting recordings playback that we are working to resolve ASAP.
]]>All systems should now be up and running again. Recordings during the downtime are being repopulated into the dashboard as we speak and should be completed soon. Please email support@luckyorange.com if you are still experiencing any issues.
There is an issue with our Amazon account that is preventing logins to the dashboard. We are working with Amazon to resolve this ASAP.
]]>Recordings should playback normally now Sorry for any inconvenience.
]]>Everything should now be back to normal.
We are making a few upgrades to our system that might cause some users to be unable to receive or view new recordings. We are working as quickly as possible to return service to 100% for all users and should be finished in the next 10 to 15 minutes.
]]>Recording playback should now be back to normal. Please email support@luckyorange.com if you are still experiencing any issues.
Amazon is migrating shards to a new cluster and some recordings will be inaccessible until that completes.
There is an issue playing back recordings that is due to a problem in our Amazon AWS infrastructure. We are working with Amazon to resolve it as quickly as possible.
]]>The recording playback system should now be back to normal. Some older recordings are still processing and should be available shortly.
We are experiencing an issue with viewing recordings. We are working to resolve this issue.
]]>Everything should now be back to normal. Please email support@luckyorange.com if you are still experiencing issues.
We are detecting issues with recording playback and are working to fix the issue as quickly as possible.
]]>The heatmap queue is currently being processed and performance should return to normal soon.
There is currently an unusually high number of heatmap build requests in the queue causing lengthy build times for some users. We are actively working to remedy this.
]]>Data should be restored. If you are missing data please contact support@luckyorange.com with the missing time range and your site ID
New recordings should now be coming through. Still processing missing recordings.
There is currently a delay in recordings appearing in the dashboard. We are working to resolve this issue and missing recordings will start appearing soon.
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