Issue Tracking Document for Jive Customers | 2018

Version 39

    I am creating this document to track and share important discussions, blogs, questions that are happening in the AureaWorks community related to mission-critical functionality in Jive communities. Customers are helping each other out, but it is difficult to find/track. The intent is to track more serious issues that impact multiple customers, not everything going on in the community.

     

    Please edit this document to add/edit, etc. It is helpful to make a comment on the document after you edit to indicate what you changed.

     

    This document is being maintained by customers, so the technical details may or may not be completely accurate.

    Cloud Search

    Cloud Search is a separate service that is used by all customers on Cloud and some hosted customers.

     

     

    Date Added to DocVersion/ModuleFunctionality / IssueRelated Content
    Timeline
    Notes
    April 24Cloud Search hosted in data center for 2016.x customersAPPEARS RESOLVED for 2016 customersFor Customers Experiencing Cloud Search Issues: 4/23/2018 Status UpdateUpdates were tested on Friday Apr 20 and Sat Apr 21;
    • Known affected customers (based on who had submitted support cases) were fixed over the remaining part of the weekend
    • Customers checking in offline seem to be back to normal as of Tuesday, Apr 24
    April 23Cloud Search on 2017.1Search not working as expected. Direct matches not highlighting, different result sets for the same search by the same user, and by different users with same accessStarted April 6 for Gregor Scott.
    • Are there other AWS customers also having these same search issues? Comment below!!
    April 9Hosted

    Search issues

    • Documents (both newly created and existing) are not being found, neither through the main spotlight search nor through the View Document widget/Document Viewer tile.
    Issues with search
    • Posted by Barbara Lyon on April 9 (after Jive Support/hosting made fixes to search problems occurring week of April 2).
    • May be the same problem as EAE issues listed above.

    April 6

    Cloud Search hosted in data center for 2016.x customers

    Search not working properly (spotlight, history, finding tags, @mention of content, places)

    • performance issues
    • content, places missing that should be returned

     

    Mixed in with the search issues have been ongoing issues with Enterprise Activity Engine (EAE) not functioning properly

    • Inboxes (read/unread not working properly; shares not showing up right away)
    • News Streams (activity is delayed)
    • Issues started in early March (maybe before)
    • Down systems for some in mid March (cloud search issue posted on March 22 by Aurea on the Jive Software Status page)
    • Problems continue as of April 9 (overall search outage); issue may have been fixed as of April 6.
    • April 13 - 18: Jive Status page indicates that Aurea is working on this. Issues persist as of 11am ET on April 18.
    • April 20: Aurea says they are working to migrate affected customers to AWS based Cloud Search.
    • April 21: Aurea applied a fix to 2016.x.x customers that may have fixed this problem for many customers. At least one 2016.customer is still not fixed.
    • Many customers reporting problems (cloud & hosted)
    • VERY SERIOUS -- this list of functionality is core to a Jive community
    • Many customers consider search being down the equivalent of a down system so we are opening Sev 1 cases.
    • There is a server bottleneck that occurs when there is high traffic which causes the EAE problems. Apache consuming a ton of CPU memory. NOC and Hosting Operations teams get involved to resolve for short periods of time.
    • See For Customers Experiencing Cloud Search Issues: Status Update & Resolution Plan for details of proposed approach to resolution.

     

    2016.x.x Release

    See: Fixed and Known Issues in Jive 2017.1 to see list of open issues in 2016.x.x that are fixed in 2017.1.

     

    Date Added to DocVersion/ModuleFunctionality / IssueRelated Content
    Timeline
    Notes

    OPEN

    Apr 242016.3.10

    Rewards

    • Badges not being awarded
    • Points not being given

    Broken again for Commvault - reported in previous support case, with same symptoms

    Broken again for MapR - reported on Lithium Support Portal

    FIXED / RESOLVED

    April 232016.3.10No tiles can be edited and custom view tiles do not displayIn 2016, Jive announced Speedier Custom View Tiles with Gala, but this feature never launched. At one point in 2017, the toggle was introduced inadvertently to a cloud release and was configurable in System -> Settings -> New Features. The toggle changed a system property gala.enabled to true/false. Since this feature never launched, and had known functionality issues, it should always be set to false

    RESOLVED

     

    Ensure gala.enabled is set to false in System Properties (for Cloud, open a Jive case for support to set this)
    April 6Rewards (Cloud)Rewards
    • Badges not being awarded
    • Points not being given

    RESOLVED week of April 15

     

    • July 25 and August 6, 2017 Tracy Maurer reported cases - rewards points not being accrued
    • Reported in Dec by Matt Nevill
    • Reported again on Jan 2 by Ruthy Weill
    • Reported on Feb 21 by Cathy Liu (for a subset of PHX customers) - Fixed March 7 - See this
    • Rewards down for some again first week of April - See this
    • Multiple cases reported of rewards not being awarded by Ted Hopton
    • Apr 9 - Latest report from Tracy, response from Jive was logging a new bug report: JVPBOX-1154
    • The solution is that the Playbox Engineering team "resolves the underlying issue". Rewards is a separate code base.
    • There may be a fix coming to this issue in the upcoming April

     

    2017.1 (AWS Release)

     

    The following table shows issues reported by 2017.1 customers that may or may not appear on the official list compiled by Jive. You can edit this table or comment off the official Jive document.

     

    2017.1 Cloud (AWS Release)2017.1 Cloud (AWS Release)

    Date Added to DocVersion/ModuleFunctionality / IssueRelated ContentTimelineNotes

    OPEN

    April 92017.1 Cloud (AWS release)

    News Streams

    • Old private news streams that had been deleted ages ago suddenly reappeared

     

    • Posted as a comment below by Gregor Scott on April 9
    • Feedback from Support regarding the duplicated streams is that the AWS migration has been triggering the issue, if it does happen.
    April 92017.1 Cloud (AWS release)

    News Streams

    • 2 curated news streams disappeared day 1 of 2017.1.1, leaving us with just Top&Trending. This seems to keep happening
    • Update: April 16: Each Monday morning our curated News streams no longer appear on the News page. Yes, each and every Monday morning.

     

    April 152017.1 Cloud (AWS release)

    Users get red banner error when first starting Browser window with this message: "The Content that you requested could not be displayed due to an error. You may not have been logged out. If this problem persists please contact your system administrator"

     

    For some it appears every time they open a new browser window. Others encounter it in a long-lived browser session.

    April 162017.1 Cloud (AWS release)

    Group Analytics

    One group that hosts Office News blog posts had Analytics showing no blog posts created

    First raised April 13
    April 162017.1 Cloud (AWS release)Community Analytics for a place shows the word "INVALID" across the place bannerFirst raised April 13BUG: JVCLD-4332
    April 172017.1 Cloud (AWS release)

    Admin Console > User Search

    Search for Federated users returns list including Non-federated External Contributors

    Raised March 26
    April 232017.1 Cloud (AWS release)Search not working as expected. Direct matches not highlighting, different result sets for the same search by the same user, and by different users with same accessApril 6Was not aware there is a difference in the Search service from 2016 and 2017.1 so thought the 2016 issues were the same as ours.
    April 232017.1 Cloud (AWS release)User departments and Titles with "&" or "/" render incorrectly when on the Browse People page and filter by the Department or Title fieldApril 23Just realised this first occurred in 2015, so it has re-surfaced.
    April 232017.1 Cloud (AWS Release)

    Users see "[object Object]" in front of the select fields when attempting to filter content by content type within a Place

    Happens when clicking on the icon for

    • Documents
    • Questions
    • Polls
    • External
    • Events
    • Ideas
    March 26
    April 242017.1 Cloud (AWS Release)Content that is moved between places (or from a personal blog to a place blog) does not show up in activity feed of new placeApril 24Known bug - JVCLD-355.  2 work-around options to make the content show up in the activity feed: (1) once content is moved, "share" the content with the place it was moved to; or (2) once the content is moved, post a "comment" or "reply", and then delete it.

    RESOLVED

    Date Added to DocVersion/ModuleFunctionality / IssueRelated ContentTimelineNotes
    April 92017.1 Cloud (AWS release)

    News Streams

    • A curated news stream appears twice for users. Had to totally re-build our news streams to correct this
    April 92017.1 Cloud (AWS release)

    News Streams

    • Available news streams appearing in different sequence to how they show on the news page when you try to follow place/content/person
    • Posted as a comment below by Gregor Scott on April 9
    • April 12: The News streams in different sequence suddenly corrected itself. It happen as a result of having to manually clean up the re-appeared deleted streams
    April 162017.1 Cloud (AWS release)

    Accessing CA for whole site results in the message "An unexpected error has occurred".

    First raised April 16

    Resolved April 18

    April 162017.1 Cloud (AWS release)Accessing CA in a place results in the display o a static (I.e. non-animated) "Loading..." graphic. That's it. no results, no error.

    First raised April 16

    Resolved April 18

    April 162017.1 Cloud (AWS release)

    Community Analytics not working at all (unexpected error)

    First Raised April 16

    Resolved April 18

    Solves the previous 2 CA issues
    April 16Cloud, 2017.1.1

    Content Impact metrics not working at all.

    Get the message

    First Raised April 16

    Resolved April 18

     


    On-Premise 9.0.4

    Date Added to DocVersion/ModuleFunctionality / IssueRelated Content
    Timeline
    Notes
    April 99.0.4 On-PremiseComments disappearingJive 9.0.4 On-Premise release - comments disappear after creating it in the UI

    Videos / Perceptive

    Date Added to DocVersion/ModuleFunctionality / IssueRelated Content
    Timeline
    Notes
    April 16

    Hosted, 9.0.1

     

    Cloud 2016.3.9

    Videos cannot be uploadedTwo symptoms: 1) Create Video page does not load embed/upload dialog, and 2) Video upload dialog in other content/comments does not complete loadingRaised April 16, repeat of issue from March. Resolved same day - issue between Jive and Perceptive.Reproducible on Aurea Works. Jive Status page confirms issue.

     

    Producteev

     

    Date Added to DocVersion/ModuleFunctionality / IssueRelated Content
    Timeline
    Notes
    April 6Producteev

    Producteev Email Not Working

     

    ANSWER PROVIDED: Product Services discontinuing

    See Producteev group