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Old 05-14-2012, 11:33 PM
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Why is our store down?


Our store is down. Cannot find out information on why it is down or a contact for a rep/developer to receive help? Any one? Thanks
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Old 05-15-2012, 12:04 AM
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It's back up, we're not sure why either thing occurred For future reference, is this the best way to contact someone? Is there a server status page or anything like that?
Thanks!
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Old 05-16-2012, 05:14 AM
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Kess Kess is offline
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In case of emergency please feel free to contact us on the forums or in the Bug tracker.

In some cases Bug tracker is even better because your request will be forwarded directly to our admins who can check the server logs to find the issue origin.

As for this very situation, our admins have not found any info about the store downtime in the logs. So please let us know what eactly error was displayed when the store was not available. Have you been working in the store when it happened? If you have, what exactly were you doing? Have you done anything right before the store got available again? Was it only the storefront that was down, or was the control panel not available either? Were the other parts of your site (besides the store) up?

Thank you.
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Old 05-16-2012, 02:09 PM
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American Parkour American Parkour is offline
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Hi Kess!
We'll post in bug tracker in the future, thanks for that info!

As for the outage, it was literally just the widget.

Our webpage that contains the widget was up.
The rest of our site was up.
I put the url to the widget directly in the browser and it returned a script
We could access the control panel

However, there was no error message, and no storefront. In Firefox and chrome there was nothing displayed where the widget should have been, and in IE there was a "broken image" icon.

Are there some better troubleshooting steps we can follow next time?
Thanks!
M2
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Old 05-23-2012, 04:10 PM
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Eugene Rimmer Eugene Rimmer is offline
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That is actually quite strange. There has been no downtimes recently, so the issue may have been caused by your internet connection.

Quote:
I put the url to the widget directly in the browser and it returned a script
Do you mean the URL to Ecwid's script.js file? That file is the set of functions that make various Ecwid widgets happen in the page, but that is not a URL to a particular working widget, just to its source code. Should it should display a script, a text, a source code, if accessed directly by its URL. However, if you had it displayed as a source code in your browser, then it was obviously available and not down.

If you ever come accross similar issue, you should see your simple store first. Simple store comes from the very same Ecwid server as the widgets, so the availability of the simple store strictly reflects the availability of your widgets.

I suppose, however, there was some sort of a script error on page that prevented Ecwid from working. For example, I can see the Facebook share/send/like buttons embedded directly into your page. Facebook widgets are also powered by JavaScript programming language, just like Ecwid; they are being constantly updated by Facebook developers and they may conflict with othewr code in page (e.g. with Ecwid). It is easy to check whether it is something on your page that prevents your Ecwid store from working or it is a problem in Ecwid itself - just see your simple store described above, it only contains the widgets of your Ecwwid store and nothing else. If your simple store loads correctly - problem is caused by something on your site's page. If simple store is not loading (which is rare) - the problem is about Ecwid or your connection to Ecwid via Internet. In such (rare) occasion the checks from this article may also be helpful: http://kb.ecwid.com/w/page/25986445/...0to%20fix%20it

However, in any case please do not hesitate to contact Ecwid support here on forums or in the bugtracker, if you suspect a downtime - we hate ones and do our best to prevent them.
 
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