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Post by jessica on Nov 5, 2014 12:16:10 GMT -6
We are unable to connect to any of our remote computers. I did leave a message with tech support but I am assuniming its a system wide thing and not just our remote server? I see that crysalpm.com is down as well. Any info on when we might be able to be back up and running??
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Post by jessica on Nov 5, 2014 12:23:15 GMT -6
Nevermind, just spoke with tech support.
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Post by caitlin on Nov 5, 2014 12:32:10 GMT -6
Did they have any ETA on when it will be back up?
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Post by erica on Nov 5, 2014 13:14:22 GMT -6
No ETA as of right now, we are working to fix the issue. I'll update here as soon as I get word!
Erica
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Post by erica on Nov 5, 2014 17:23:56 GMT -6
Tentative ETA for everything is tomorrow AM!
Thank you very much for your patience while we work to correct this issue!
We truly value our clients here at Crystal and sincerely apologize for any inconvenience this has caused.
Erica
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Post by Esteban on Nov 6, 2014 8:57:32 GMT -6
Still not up this morning. Any updates on ETA?
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Post by erica on Nov 6, 2014 9:50:33 GMT -6
As an update to everyone: after working through the night on the servers, our host has gone to pick up a necessary part (disk controller) and is in the process of installing it. Once that is complete, the process should consist of installing the new drive and rebuilding the database. We are hoping to have the system up and running around 12pm CST. I will update as I have more information. If you have any questions, please let me know.
We sincerely apologize for the inconvenience and assure you we are taking steps to make sure this does not happen again in the future.
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Post by erica on Nov 6, 2014 11:47:33 GMT -6
The technician at the Data Center has replaced the disk controller, and it is currently rebuilding the 4 TB drive. He would not give me a firm time frame on how long this will take, but he thinks it should be completed with the next 2 hours. We will let you know when we have any additional information.
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Post by caitlin on Nov 6, 2014 19:11:00 GMT -6
We have been able to get into the Cloud all day. Are we at risk for this happening again? Not sure why on another thread it mentions being down until Monday?
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Post by KizerOpt on Nov 7, 2014 9:07:08 GMT -6
Crystal server seems to be back up. Just ran new update.
Karen
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idoc
New Member
Posts: 5 
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Post by idoc on Nov 7, 2014 11:47:05 GMT -6
We are currently up and running on what seems to be a temporary system. Unfortunately EVERYTHING PIECE of data that was entered on Monday and Tuesday prior to the outage has been erased. Any info on if that date will be recovered. It is creating a HUGE problem. We cant even access financial reports for the days prior to the outage.
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Post by caitlin on Nov 7, 2014 12:46:16 GMT -6
It would be nice to know what the plans are to prevent this from happening in the future. My previous post requesting this was deleted. That post also asked if the Cloud subscribers would be receiving a credit for the days that the system was down... maybe that's why it was deleted?
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idoc
New Member
Posts: 5
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Post by idoc on Nov 7, 2014 13:34:55 GMT -6
It would be nice to know what the plans are to prevent this from happening in the future. My previous post requesting this was deleted. That post also asked if the Cloud subscribers would be receiving a credit for the days that the system was down... maybe that's why it was deleted? I agree.. This has been an incredible inconvenience and makes us at the practitioners appear to be incompetent. It is honestly making me question our continuing with Crystal in the next year. |
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Post by vaderkty on Nov 8, 2014 11:02:45 GMT -6
It would be nice to know what the plans are to prevent this from happening in the future. My previous post requesting this was deleted. That post also asked if the Cloud subscribers would be receiving a credit for the days that the system was down... maybe that's why it was deleted? I agree.. This has been an incredible inconvenience and makes us at the practitioners appear to be incompetent. It is honestly making me question our continuing with Crystal in the next year. I don't use the cloud based system, but I would not trade Crystal for ANY other system out there. They should credit everyone for the days lost at least and make sure they have more redundancy in place in the future to make sure it NEVER happens again. You could always just make a server system yourself and then you will not have cloud issues but the system is the most versatile and amenable system I have ever seen. Try asking Officemate, Compulink or any one else for that matter to make changes to suite your needs and have fun paying the 40,000 price tag and 1,000 per computer with horrible tech support to boot. They need a better tech support system of logging in calls and call back time needs to improve but email is a great way to get quick questions answered. I researched for 2 months and interviewed 15 different companies. The lower priced ones had horrible tech support running off of antiquated file systems and the over priced ones could care less what you wanted out of a system. This was the only one that genuinely cared about what it's customers wanted and asked "How can we make our system better?" The cloud is new to them and there are going to be learning curves. They fixed the issue faster then they thought they would and they still were able to help fix any other issue we throw at them with a friendly tone even though you they had to be stressed! They handled this like a pro and I think the tech staff deserves credit for that! |
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Post by erica on Nov 8, 2014 12:05:23 GMT -6
We are ABSOLUTELY taking precautions to make sure that this does NOT ever happen again. I'm not the one calling the shots about how we will be managing our data or who will be managing it but trust me it will not be the same road that we went down before.  We tried our best to get everybody back up and running as fast as possible with as minimal data loss as possible. Vaderkty you are correct in the fact that we really do genuinely care about all of our clients big or small and do listen to suggestions. Of course we can not implement every single request but our devs do read the request section to see what the people want!! Our tech support department is full of great people and we are expanding to give our clients the best possible tech support!! If we can be of any assistance please let us know. We do not think that any question is too small. (Actually sometimes the short and easy calls are nice to get LOL) Erica |
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