[Resolved at 10:50pm Pacific] Our Support Portal is back online!

[Updated at 10:10pm Pacific] Maintenance is in progress. — Frontier

As reported earlier this week, our support portal will be offline for system maintenance tonight, Saturday, 26th April.

Our software supplier has reduced the length of the downtime from six hours to three, from 9:00pm-Midnight PDT.

During that time, the support portal will be unavailable for chat or ticketing services.

Apologies for any inconvenience this may cause to you.

Our support portal will be offline for six hours of system maintenance this Saturday, 26th April from 6:00pm-Midnight PST. During that time, the support portal will be unavailable for chat or ticketing services.

As originally reported here, our auction pages will be offline for scheduled maintenance this evening from 9 pm until 11pm PST.

We apologise for any inconvenience this essential event may cause.

[2:43 AM - RESOLVED] The database is back and transaction histories are now viewable again. Thanks for your patience whilst we sorted it out.

Residents will find that transaction histories are not showing up when running a query on our website. This is due to an error on one of our slave databases, which is now in the process of being resolved. It’s hoped that this will be back in about 20 to 30 minutes.

Sorry for the inconvenience meantime.

Our auction facility will be offline for two hours of scheduled maintenance tomorrow, Tuesday 22nd April, between 9pm and 11pm PST.

Our apologies for any inconvenience that this may cause.

Matthew

[6:45 PM - Bumped] We’re still getting a few reports of rebellious objects which refuse to participate in object-to-object email.

If you are the owner of such an object, please visit https://jira.secondlife.com/browse/SVC-688 and comment with as much detail as you’re willing to share of:  The object name, the originating region/coordinates, and the destination region/coordinates.

[11:44 AM - Closed] This bit of detective work is finished, and our internal testing is successful. If you’re still having trouble with an older rezzed script which should be delivering interobject email, please let us know via the support portal. Thanks!

[09:36 AM - Update] We’re still working on the small group of objects which have stopped emailing properly. It will probably take us until early afternoon Pacific today to report significant progress or closure.

[02:43 AM - Update] A script has been run to go through each region and reset some email parameters for each one. Following this, new objects being created appear to be emailing correctly but we are still hearing of a few pre-existing objects not emailing at this time. We will monitor this situation overnight and aim to have an update in the morning.

[01:43 AM - Update] We believe that only around 15 regions are affected by this failure but we are actively working to resolve it. More news as soon as we get it.

We’re getting reports of object to object emails (e.g. vendors) failing across a small number of regions at this time. We are looking into the source of this problem and will update you in due course.

Part of our support structure here at Linden Lab is a dedicated customer team called I-World. This team answers support tickets and live chats from residents who are experiencing some difficulties or looking for guidance with in-world issues. Some of you may be aware of us from your contact via the Support page but most of you will probably never have heard about us.

We help to ensure that your in-world experience goes as smoothly as possible by providing answers where we can and getting our technical colleagues to perform their magic where we can’t. We know there are things that sometimes don’t work so well in SL…things that get you down. We’re sorry that they happen, they get us down too and we want to get them resolved as quickly as you do.

So, we’ve been thinking about what more our team can do and part of our efforts is to establish I-World Island, a place where we will try to offer additional signposting and guidance for some of the in-world issues that occur.

The island will have a number of areas that you are most welcome to visit and perhaps find some additional information that you weren’t aware of before. One particular section of this island will be driven by you, our fantastic residents whose creativity and support for Second Life make it the exciting place it is today. We are setting aside an area for an I-World Expo, allowing YOU to submit items to pass on free to other residents that you feel make a positive impact to the in-world resident experience. This item might be a skin, an interesting piece of furniture, a guide to locations in-world or even a tutorial pack that you have put together that can help a resident learn something new about Second Life. Anything that is PG-rated.

In return, we will offer you a small shop area to place information about your in-world business or activities and a landmark for residents to follow. These spaces will be offered on a rotating, short-term basis so that residents coming back to the island can see a variety of content.

Hopefully you are getting a sense of what we are trying to do here; find a small way of focusing residents on some of the positive and exciting things that make SL a good place to visit and remain

All you need to do is to log in to the Support Portal and submit a ticket to us, using the “Special Questions - Basic Account or Guest Login” ticket type then choose the category “Submissions for I-World Expo“. Leave as much detail as you can of the item you want to highlight to other residents.

Once this ticket has been reviewed someone will get back in touch with you about placing this on our island. Please note that this might take some time depending on the level of submissions received. We really look forward to hearing about the fantastic ideas you come up with.

In addition to the I-World Expo we will have a number of other areas for you to visit but we want to keep them under wraps and not spoil all of the surprises!

To officially unveil the island, on Saturday 5th April, we are hosting the I-World Music Festival and want to offer you the opportunity to tune in to our broadcast (stream details to follow) or to drop in on us at I-World Island and enjoy some live music over the course of 24 hours from Midnight PST until Midnight PST Sunday 6th April. We’ll follow up with some more details later in the week but you can be assured there are some fantastic live musicians gearing up to perform for you on the day!

Naturally we won’t be able to host everyone on one island but don’t forget you can tune in and hopefully be able to pop in for a wee while at another time during the day.

Thanks for everything you do to make Second Life a great experience for each other and, indeed, for us who work here. We hope that we can give you a wee bit more back via I-World Island.

Best Wishes

[RESOLVED 02:50 AM PDT] - Our night ops people have found the problem and have successfully resolved it. The affected regions are coming back online. Once again thank for your patience and understanding.  Things happen but we’ll always do our best to get it fixed for you.  Cheers.

[UPDATE 01:27 AM PDT] - Our team are still working on the issue, thanks for your patience whilst we try to sort it folks.

Approximately 300 regions are not reachable by residents at the moment. We’re really sorry about this! Our technical team are working hard to resolve it as quickly as possible. It’s a total pain, I know. But we want them fixed as quickly as you, promise More news as soon as we have it.

[UPDATE 11:14 a.m. PST - rika] The problem has been resolved. Thank you for your patience with this issue.

[UPDATE 8:20 a.m. PST --teeple] There’s a Linden network engineer at the co-location site this morning; hopefully this will be resolved very shortly. We apologize for the protracted inconvenience.

***

We have identified that, due to some network issues, around 480 regions are currently unreachable by residents.

We’re sorry for this inconvenience but be assured that we’re actively working on this right now.

[RESOLVED - 12:30pm PST] The issue has been resolved and you should be able to post events as normal.

It appears that residents are unable to add forthcoming events to our Events page at the moment. Sincere apologies for that. We’ll try to get that resolved as soon as we can.

Best Wishes to you.