Online support system is temporarily unavailable, try again.

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Online support system is temporarily unavailable, try again.

Veeam Logoby tinkererguy » Mon Dec 15, 2014 5:12 pm

Today, at 11:53am eastern time, on a network attached PC, I got an error, when trying to "Report an issue"
"Online support system is temporarily unavailable, try again later."
Just in case this is an ongoing issue, thought I should report it, just in case it's helpful to know when it (momentarily) went down.
I'll try to submit the issue again later.
Image
Paul Braren
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby tinkererguy » Mon Dec 15, 2014 5:17 pm

As of 12:17PM eastern today, the issue is still there, cannot submit tickets.
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby Mike Resseler » Mon Dec 15, 2014 5:20 pm

Paul, thanks for giving us this information. I'll reach out to support, but please know that we are still in beta, also with this new support system :-)
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby Dima P. » Mon Dec 15, 2014 5:25 pm

Paul,
Most probably its firewalls or connectivity issues – just opened a test case without any problems.
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby tinkererguy » Mon Dec 15, 2014 5:51 pm

Thanks guys. I can see the 195.176.xxx.xxx IP address it's trying to https to, which (probably by design) doesn't respond to ping. Of others report similar issues, please let me know if you want me to PM you details or tracert or anything. I'm in Wethersfield, CT on Cox communications at IP 68.228.157.xxx
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby tinkererguy » Mon Dec 15, 2014 6:13 pm

Yeah, it's just something about that laptop, where the initial email lookup (which uses network) and the local log collection works, but then it fails at the end when trying to complete the process. It can't submit a ticket even when on Verizon LTE network either. It surfs the web fine, it backs up daily just fine.

Anyhow, what's a little more interesting though is that failed service request submissions make you close the UI and start filling in the UI all over again, there is no "retry" ability. Just some feedback/refinement to consider, (notice how the "Submit Case" button seen in screenshot above is grey).
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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby Mike Resseler » Mon Dec 15, 2014 8:05 pm

That last one is very interesting and a good idea imho. I'll ask Dmitry to look into this with the DEVs. A retry button after an upload has failed (whatever the reason) might be usefull>
Thanks

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Re: Online support system is temporarily unavailable, try ag

Veeam Logoby Dima P. » Mon Dec 15, 2014 8:44 pm

Thank you Paul! Looking into this.
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