Version 53

    I'm creating this document to track issues that arise with the 2018.2 updates, and the subsequent updates after that.

     

    This is iteration two of a document like this, you can see the first version here Issue Tracking Document for Jive Customers | 2018 . In the spirit of that document, I want us all to come together and share any bugs, issues, problems, confusions or weird quirks we find in the latest version of Jive. This will be helpful not only for Aurea in tracking and resolving these issues, helping them see how widespread the issues are, but for those of us (like me!) without private previews, this will be a toll to help us prepare for our upgrades.

     

    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.

     

     

    2018.2 Update

     

    StatusDate AddedBy whomFunctionalityDescriptionCustomer(s) affectedNotes
    Aug 2018Tracy - CommvaultJive RewardsLoss of points and badges, loss of saved quests

    Commvault - Preview Agora - Production Pentana Solutions - Prod
    Cambridge Associates - Preview

    Western Union - Preview

    Thornton Tomasetti (TT) - Prod (11/3 upgrade)

    Some customers say they've had points restored, but not badges. Not sure about Quests.

     

    TT - ticket picked up 11/5 - Points were reset after the upgrade, support started a "sync" during working hours (killed performance), then the "Your Ranking" and "Top 100" were inconsistent, Top 100 looked like the point totals before the upgrade, not sure what the current points were based on.  Then we lost our Top 100 all--together after a rolling restart was pushed for a separate issue (which also killed performance).  Support told us an "update" would occur on 11/8. Points, your ranking and top 100 appeared to be functioning on 11/9

    Aug 27 2018Tracy - CommvaultJive RewardsNot working at all - error message displayedCommvault - Preview Public Preview site
    Cambridge Associates - Preview

    They were working post upgrade for Public Preview, not sure what has changed. Jive Support told me there was a new Rewards add-on that had to be installed (but sadly wasn't automatically installed as part of the upgrade?). Adding it restored some points and levels, but nothing else.

     

    11/5 (Helen, Carbon Black)  In my upgrade over the weekend, I had to log a ticket to have rewards turned on.  Past data was initially missing but seems to have returned over the weekend.

    Aug 24 2018Tracy - CommvaultFollowersNo one is listed as following ANYTHING - no content, no people, no places

    Commvault - Preview Public Preview site Agora - Production Pentana Solutions - Prod
    Cambridge Associates- Preview
    Medidata - Preview

    Thornton Tomasetti - Prod (only select users)

    Carbon Black - Prod (one user)

    They were working post upgrade for Public Preview, not sure what has changed.

     

    10/3/2018 Updated - Still not working in Commvault's Preview site; have case being actively worked on

     

    TT - Some users reported that they were no longer following content, people or both.  Users also reported that Inbox Following checkbox was unchecked after the upgrade.  As of 11/12 (9 days after upgrade) support has not picked up this ticket.

     

    11/13 (Sam Coe, Novartis).  The AWS upgrade blew away all Followers across FIFTY (50) of our communities.  My ticket was untouched until I escalated it at Day-4, picked up today at Day-5.  Note that this is mentioned in Shai's 10/14 post "Update on Known Issues Post 2018.2 Product Upgrade and AWS Migration" (https://community.jivesoftware.com/community/customers/blog/2018/10/14/update-on-known-issues-post-20182-product-upgrade-and-aws-migration?et=blogs.comment.created#comment-3574572): Lost Custom News Streams, Lost Followers, Missing In-Box Items and Empty Streams.

    Aug 24 2018Tracy - CommvaultEmpty activity streamsCould be related to the loss of followers, or could be an EAE issue; no content in News streams, no content in place activity streams

    Commvault - Preview Agora - Production Pentana Solutions - Prod
    Cambridge Associates - Preview -
    JM Family - Preview Medidata - Preview

    Western Union - Preview

    No content appearing at all. This appears: There isn't any activity yet.
    As soon as people join and begin creating and sharing content, you'll begin seeing activity here. Create something now to get started!

     

    10/3/2018 Updated - Still not working in Commvault's Preview site; have case being actively worked on

    Aug 24 2018Tracy - CommvaultEmpty InboxNothing in Inbox, even though it should have content up to 6 months old

    Commvault - Preview Public Preview site
    Cambridge Associates - Preview
    JM Family - Preview
    Medidata - Preview

    Western Union - Preview

    They were working post upgrade for Public Preview, so suspect this is related to 2018.3 upgrade there? Created a case for it. (Cambridge Associates was told by an account manager that if we wait long enough this could repopulate. However, it has been over a week and the content is still blank.)

     

    UPDATE:  support attempted Bin Store Restore.  Did not resolve issue.

     

    10/3/2018 Updated - Still not working in Commvault's Preview site; have case being actively worked on

    FIXED as of Sep 5Aug 24 2018Tracy - CommvaultOverview page update errorsNew Tile pages can't be named Overview. Existing Tile pages already named Overview can't be modified without first changing the name.ALL

    The error message provided to users doesn't make this clear, and there is no way for community managers to find and automatically or manually change all instances of a tile Overview page.

     

    Sept 5: Jive Cloud 2018.2.8 - addresses this issue, and will be released before the next set of upgrades

     

    10/3/2018 Updated - Validated the fix in the 2018.2.8 release; can't name NEW pages Overview, but can edit existing pages named Overview

    Aug 27 2018Tracy - CommvaultNew Place Anaytics still missing key reportsPopular Content and User LeaderboardALLWhile we can get this at the overall community level, we need to be able to get it at a more granular place level, and there doesn't appear to be a way around this. Hoping that 2018.3 will include these reports, but nothing has been announced yet regarding what can be expected in that release.
    StatusDate AddedBy whomFunctionalityDescriptionCustomer(s) affectedNotes
    Resolved - Ability to disable added into designAug 27 2018Tracy - CommvaultSearch FacetsIncludes a bunch of content types that we don't actually use in our community, and we have no way of either modifying the dropdown contents or hiding the feature. We will all have Facebook, Twitter, RSS included even if our communities don't search these platforms. Will be very confusing for users.ALL

    For example screenshot, see https://community.jivesoftware.com/community/customers/blog/2018/06/29/say-hello-to-20182-jives-latest-release#comment-3570864

     

    Opened a case: Jive responded and said there is nothing we can do about this, and to submit an idea.

     

    10/3/2018 Updated - Shai has stated that we will be able to disable display of the external content in facets

    Aug 27 2018Melissa - Cambridge AssociatesContent TabLinks for adding content types are no longer visible in the left-hand margin. (These functions mirror the pencil dropdown in our production instance.)Cambridge Associates - Preview Medidata - Preview

    Unclear if this is a bug or a re-defined functionality, but this content function is popular among our users because it makes the Content tab a 'one-stop' for content management.

     

    Updated Shai Sagi has stated this was intentional so that they could add new filter abilities. And you can still use the pencil icon at the top of the page for content adds.

    Aug 27 2018Melissa - Cambridge AssociatesCustom HTML TilesCustomized HTML tiles are inconsistent. Some are returning an error.

    Commvault - Preview
    JM Family - Preview

    Western Union - Preview

    Thornton Tomasetti - Prod (11/3 upgrade)

    Some HTML coded items are visible while others return an error. This is potentially due to our setting needing to be recalibrated. There is also a known limitation with plug-ins and we will need to re-install Social Edge tiles. However, it would be helpful to have integrations and plug-ins restored once the upgrade is complete.

     

    TT - support stated "related to a internal bug that related to the internal file paths for the HTML tiles. Hence, they show as "not found"". They were able to resolve it quickly on 11/6.

    Aug 28 2018Jay - JM FamilyCustom HTML TilesCustomized HTML tiles are blank, with HTML code removedJM Family - Preview

    Some custom HTML tiles are completely empty. All custom HTML code has been stripped out.

     

    UPDATED:  Support has created a custom script to repair this issue across an environment.  Point support to ticket: JVSHSVCOPS-2525

    Aug 28 2018Jay - JM FamilySSO XML MetadataSSO XML Metadata file deleted resulting in the inability to log in to the communityJM Family - PreviewSSO XML metadata file gets deleted, resulting in the inability for anyone to log into the system via SSO. Workaround is to make sure to back-up file prior to upgrade and have support re-install after upgrade.
    Aug 28 2018Jay - JM FamilyIncorrect Images in DocumentsIncorrect images are showing in some documents.JM Family - PreviewSome documents are displaying incorrect images. Still trying to identify what causes some to have this issue and other documents are ok.
    Aug 28 2018Jay - JM FamilyImages in IEImages don't display in IE in featured content tileJM Family - Preview

    When featuring a piece of content on your personal profile that contains an image, the image does not display in the tile. Instead it displays as a black X. Image displays properly in Chrome.

    UPDATE 9/5:  high priority bug JVCLD-5063, currently being worked on by engineering

    Aug 29 2018Dori - MedidataNewsAll Managed News streams and Personal streams gone

    Medidata - Preview 
    Commvault - Preview
    JM Family - Preview

    Western Union - Preview

    Thornton Tomasetti - Prod (only select users)

    Every stream I set up for myself is gone; managed news streams aren't displayed, even though they remain in the list; this appears to be related to Followers disappearance since if you look at News Streams, the people assigned are empty (according to Keeley at Commvault)

     

    UPDATE:  request support do an R2E2 Secret Reset to resolve issue

     

    TT - only reported by one user so far - As of 11/12 (9 days after upgrade) support has not picked up this ticket.

    Aug 30 2018Jay - JM FamilyView CountsAll documents have 0 views

    JM Family - Preview Medidata - Preview

    Western Union - Preview

    All documents show zero views when looking at the view count on the actual document. Looking at the Content page shows correct number of views.  Per support, this is known bug #JVSHSVCOPS-1741
    StatusDate AddedBy whomFunctionalityDescriptionCustomer(s) affectedNotes
    Aug 31 2018Susanne BrandsUnanswered Questions TileIt shows unanswered questions and discussions

    Engage Dialog - Production

    Western Union - Preview

    Western Digital - Preview

    Thornton Tomasetti - Prod (11/3 upgrade)

    The tile Unanswered Questions in showing to much information by not just showing the Unanswered Questions, but also Discussions. The bug is logged in Aurea Support.

     

    TT - As of 11/12 (9 days after upgrade) support has not picked up this ticket.

    ResolvedAug 31 2018Tracy - CommvaultContent menu links brokenThe links at the top of the content page (edit, share, actions) aren't clickableCommvault - Preview

    Logged with support

     

    10/3/2018 Updated - Support provided steps to edit theme to fix this issue; tested and it works

    Fixed in 2018.3Aug 31 2018Tracy - CommvaultInvite to event shows errorWhen inviting someone to an event posted in a public area, anyone invited shows red and an error messageCommvault - Preview

    Logged with support; apparently fixed in 2018.31969

    Fixed in 2018.3Sep 9 2018Barry - James WalkerPage navigation link on Places pagePage navigation to scroll through all Places is not visible on the Places page - only first page of places (20) are visible.

    James Walker - Production

    Western Digital - Preview

    Logged with support.

     

    UPDATE:  Resolved in 2018.3 per Jira : JVCLD-8449

    ResolvedSep 9 2018Barry - James WalkerHTML tiles display errorNone of the custom HTML files in our instance are displaying. Unable to access tile configuration to view HTML code.James Walker - ProductionLogged with support. Issue resolved 10/9
    ResolvedSep 9 2018Barry - James WalkerRewardsAll member's rewards, quests have been reset to zero. Quests and status levels have been removed.James Walker - ProductionLogged with support. Issue resolved 10/9
    ResolvedSep 9 2018Barry - James WalkerTagsExisting tags are not available when creating new content. Tags have to be recreated.James Walker - ProductionLogged with support. Content Search Index rebuilt. Issue resolved - Issue re-occurred 10 Sept. Issue resolved 10/9. Linked to issues with Cloud Search
    Sep 9 2018Barry - James WalkerFollowingUsers have stopped following some colleagues (appears to have stopped following other users at random)

    James Walker - Production

    Thornton Tomasetti - Prod (11/3 upgrade)

    Logged with support.

     

    UPDATE: Users have also stopped following places. Remains an issue 20 Sept.

     

    TT - Some users reported that they were no longer following content, people or both.  Users also reported that Inbox Following checkbox was unchecked after the upgrade.  As of 11/12 (9 days after upgrade) support has not picked up this ticket.

    ResolvedSep 9 2018Barry - James WalkerPosting new contentCannot post new content to a large number of places. Majority of places do not appear when typing in the Publish Location field, or when clicking the 'Browse places' link.

    James Walker - Production

    Thornton Tomasetti - Prod (11/3 upgrade)

    Logged with support. Content Search Index being rebuilt to resolve the issue. Content Search Index rebuilt. Issue resolved 9/9 - Issue re-occurred 10 Sept. Issue resolved 10/9

    TT - Browse>Places does not have pagination, only shows 21 results - told there is a fix in 2018.3

    LoggedSep 10, 2018Philippe Van NieuwenborghOrder of pages in Jive DailyIn 2018.2 you have the possibility to order the pages in Jive. This is working fine in the browser but when going to Jive Daily (2018.2) the end user gets a different order of pages of the group.Engage Dialog - Production
    LoggedSep 10, 2018Philippe Van NieuwenborghRich preview of superlist tile not showing in Jive DailyIn 2018.2 you have more options to visualize superlist tiles. 3 options: basic, detailed and rich preview. In Jive Daily (2018.2) there is no difference between basic and detailed. The Rich Preview version of the tile shows a wrong icon, no metadata and doesn't allow the user to click on an item. So totally useless for Jive Daily users and no way to hide them in Jive Daily since this is core functionality. However in browser it has value but just not replicable to Jive Daily...

    Engage Dialog - production

    Support has confirmed the bug and there is a different behavior between iOS and Android. On Android the user gets at least the title and a correct icon in the rich preview tile. But compared to the detailed tile it's exactly the same so this is confusing.
    ResolvedSep 10, 2018Barry GrantContent attachmentsUsers are unable to open attachments to content in our instance. Users receive a general error message when clicking on the attachment hyperlink, and a separate error message when trying to open a document directly from Office using the Jive for Office plug-in.

    James Walker - Production

    Thornton Tomasetti - Prod (11/3 upgrade)

    Logged with support. This is still a issue for us (14/9).

     

    UPDATE: Resolved 18 Sept.

     

    TT - the error users were seeing was:

    Error
    An general error occurred while processing your request.

    Support was able to restore quickly as of 11/6

    ResolvedSep 10, 2018Barry GrantSpotlight searchSpotlight search only returns promoted content and people results. No places or general content shown.James Walker - Production

    Logged with support. Ongoing, intermittent issue - currently being worked on.

     

    UPDATE: Resolved.

    Fixed in 2018.3Sep 10, 2018Barry GrantPlace Activity AnalyticsIf a place name contains a comma, this impacts the downloaded csv file, returning the incorrect data in all columns with the exception of PLACE_NAME, and DISPLAY_NAME. Possibly shouldn't have commas in place names, but this wasn't an issue with CMRs.James Walker - ProductionLogged with support. Will be resolved in 2018.3
    ResolvedSep 11, 2018BarryBlog PostsWhen blog posts are saved as a draft, an incorrect creation date is displayed (one user have 1 Jan 1970, another showed 31 Dec 1969)James Walker - Production

    Logged with support

     

    UPDATE: Resolved.

    ResolvedSep 11, 2018BarryBlog PostsWhen post-dating the scheduling of a blog, the box is checked and the required posting date is shown. If the Publish Location is subsequently updated, the checkbox automatically unchecks meaning scheduled blog posts could be posted ahead of the required/scheduled publish date.James Walker - Production

    Logged with support

     

    UPDATE: Resolved.

    ResolvedSep 11, 2018BarryPlace PagesCreated pages in a place have automatically changed order, meaning the landing page prior to the upgrade is no longer the place landing page. Further testing required to confirm if this is an isolated incident.James Walker - Production

    Logged with support

    UPDATE: Appears to have been an isolated incident. Resolved.

    ResolvedSep 14, 2018Philippe Van NieuwenborghDocumentsCertain files like PowerPoint, Excel,... are not being generated by the preview. When we try to download the file we get the following error.

    Error

    An general error occurred while processing your request.

     

    Next to all the search issues this means we are pretty unable to work with Jive at this point.

    Engage Dialog - Production

    Thornton Tomasetti - Prod (11/3 upgrade)

    Support has executed a bin store procedure and the problem was fixed.

     

    TT - Support was able to restore quickly as of 11/6

    Resolved*Sep 14, 2018BarryStatus Level IconsThe icons for our 10 status levels have disappeared and been replaced with numbers 1-10. I have manually replaced the icons in Rewards Console, but they have not updated.James Walker - Production

    Logged with support.

    *UPDATE: Icons had to be replaced manually - now resolved

    Fixed 2018.3Sep 20 20, 2018BarryVideo contentVideo content does not play if viewed with Internet Explorer version 11.

    James Walker - Production

    Helen Chen - Production

    Logged with support

    Will be resolved in 2018.3

    ResolvedSep 20, 2018BarryImpact MetricsImpact metrics not recording properly. Some content shows 0 views, but has received replies from community members?!James Walker - Production

    Logged with support

    UPDATE: Resolved

    Sep 25, 2018Dori - MedidataPlace SettingsTransparent backgrounds in place avatar photos don't appear transparent, instead display gray and white squaresMedidata - SandboxLogged with support
    LoggedOct. 23, 2018Oonagh McQuarrieCommentsComments on discussions that appear in moderation are not visible anywhere on the platform. Comments seem to appear after an extended delay (over an hour) and not all comments behave this way.Massage Envy-ProductionLogged with support
    LoggedOct. 23, 2018Oonagh McQuarrieBlog PostsScheduled blog posts appear to admin users as if they've posted, but still display the 'this post is scheduled' banner. Admins can see the blog posts in superlist tiles as if the post is live, but other users can't access it.Massage Envy- ProductionLogged with support
    LoggedOct. 23, 2018Oonagh McQuarrieUploaded ContentSome content (uploaded files) are not accessible post upgrade, after content owner edits and updates the file, sys admin sees archived version of content, cannot access updated file for between 10 minutes and an hour, then issue resolves and updated version is visible. User can access updated content immediately after updateMassage Envy- Production

    Logged with support

    Oct. 23, 2018Oonagh McQuarrieRewards ReportsQuest reports only display 2 pages of actions, when scrolling onto second page, same results displayMassage Envy- Production
    Oct 23, 2018Oonagh McQuarrieBlog PostsBlog posts written in one user account are displaying in a superlist tile as being authored by another user. When the post is opened, author information is correct.Massage Envy, Production
    LoggedNov 6, 2018Helen ChenAnalyticsProfile Completion dashboard and downloaded report are both empty.

    Carbon Black, Production

    Thornton Tomasetti - Prod

    Logged
    LoggedNov 8, 2018Helen ChenBlog postsNewly created blog post saved as draft displays creation date of Dec 31, 1969. Also happened with email creation.  This is an intermittent problem.Carbon Black, ProductionLogged with support
    Logged and ResolvedNov 6, 2018Ruth Neighbors News streamsCommunity Manager created news streams were empty after the weekend upgrade. Only had Top & TrendingPlex, Production

    Logged with support but also resolved on my own after reading the thread here.

     

    • I deleted custom news streams and recreated them in order to force content to appear. A little tedious but doable. I made sure to take screenshots of previous stream settings so I wouldn't overlook anything.
      • As mentioned in comments, the individual news streams showed the content immediately. However, we noticed that the home page showed only Top & Trending AND it was only after new items were posted to those streams that anything was reflected on the default home page news stream. This caused some concern when people were wondering why the would see only top and trending and thought things were "still" broken.
    Logged with supportNov 9, 2018Helen ChenEdit PlaceWhen you edit page, there is now an option to edit your banner as well. However, when you upload a new file, the new and current images get eaten and the headerspace displays as plain white.  If this happens, go to settings to edit the banner and mouse over to the area where the edit button exists (upper right corner - white text on white banner is hard to visualize)Carbon Black, ProductionLogged with support
    ResolvedNov 12, 2018Colin McLeodBlog PostsSelect blog post images were completely missingThornton Tomasetti - Prod (11/3 upgrade)TT - Logged with support on 11/4, resolved on 11/8 "binstore synchronization"
    Fix in 2018.3Nov 12, 2018Colin McLeodSharingIn content sharing dialog an error stating "This user does not have access" occurs when selecting the user that you would like share public content withThornton Tomasetti - Prod (11/3 upgrade)TT - Logged with support on 11/8, told on 11/12 that this is "Known bug JVCLD-11396" and there is a fix in 2018.3