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Re: Is Jive Rewards down?
tmaurerMar 1, 2018 6:38 AM (in response to cathyjliu)
2 people found this helpfulHi Cathy,
It doesn't appear to be just you. We reported this as a support case on February 21st. After first being told that it was a couple of bugs, we were then told several days ago that several customers hosted in Phoenix were experiencing the same and that a request for a Rewards system restart had been logged. But we're seeing no change, and no apparent traction on the case.
I'd like to also draw attention to this in the Jive Internal Communities group. And I wonder if Libby Taylor or Sarah O'Meara have any suggestions as to how best to get this handled more quickly. We have several programs that reply on the Rewards, so to have it be down with no idea of when it will come back is unacceptable. Particularly since nothing that happens when it is down gets "recovered" but is simply lost.
Curious if you've heard anything additional?
-Tracy
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Re: Is Jive Rewards down?
Sarah O'MearaMar 1, 2018 7:47 AM (in response to tmaurer)
1 person found this helpfulTracy Maurer, I haven't heard anything about Jive Rewards being down. I'll take a look into it and report back.
(SIde note, our lovely Libby Taylor no longer works for Aurea. She is over at Agilent, a Jive customer, so you'll see her around the community as a customer)
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Re: Is Jive Rewards down?
tmaurerMar 1, 2018 7:50 AM (in response to Sarah O'Meara)
1 person found this helpfulApparently, only for a "subset of PHX customers" and thus perhaps the lack of urgency in getting a restart?
Thanks much, Sarah!!
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Re: Is Jive Rewards down?
Helen Chen Mar 1, 2018 8:22 AM (in response to tmaurer)2 people found this helpfulI wonder if this is happening for more customers than those who are aware of it. You have to be tracking pretty closely to notice it.
I was able to reproduce this by granting a badge with points to a user. I can see the badge and points being granted on my profile, but it doesn't appear on the user's profile, which is such a bummer as he was so excited when I told him I had done this yesterday.
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Re: Is Jive Rewards down?
Keeley SoroktiMar 1, 2018 7:07 AM (in response to cathyjliu)
4 people found this helpfulWe are going to escalate our case. It is unacceptable that Rewards has been down for this long. We run courses that include Quests as part of the curriculum. They are not working properly. An immediate restart needs to happen (if that is the fix). Also, the Jive status page does not indicate that it is down which is another problem.
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Re: Is Jive Rewards down?
Keeley SoroktiMar 1, 2018 8:08 AM (in response to cathyjliu)
1 person found this helpfulPosted in Internal Communities as well: Why does Jive Software Status page say Rewards is operational when it is down for us? (March 1, 2018)
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Re: Is Jive Rewards down?
Sarah O'MearaMar 1, 2018 8:42 AM (in response to cathyjliu)
3 people found this helpfulAs I mentioned in Keeley Sorokti's post Why does Jive Software Status page say Rewards is operational when it is down for us? (March 1, 2018), I've confirmed that this is an active discussion internally and we have several people on top of this. Engineering is also on it and working through approvals to get the restart going as soon as possible. I'll keep you updated here as I get more information.
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Re: Is Jive Rewards down?
cathyjliu Mar 1, 2018 10:44 AM (in response to cathyjliu)The latest update as I also submitted a support case:
Lindsey Fischer from Lithium JX support got back to me that stating this is an issue of PBOX-2424, and she is working with Aurea engineers. I am hoping our voice will drive a faster solution from Aurea engineers as I already received three complaints from my daily super users... sigh
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Re: Is Jive Rewards down?
thomaslady Mar 1, 2018 11:40 AM (in response to cathyjliu)My company is using Jive-n (cloud) and our Rewards have been wonky since February 21. I've been going back and forth with Jive and there was never any mention that this was an issue beyond me, but clearly it is. I've just been passed on to tier 2 although I'm still waiting to hear from a tier 2 support person. I'll at least show my tier 1 contact this thread.
Omar Quinones: Please see this thread I'm responding to. I'm guessing my issue is related to this.
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Re: Is Jive Rewards down?
Donna Skoog Mar 1, 2018 12:53 PM (in response to cathyjliu)We are also experiencing this issue . . . it was first noticed on 2/27. I opened a case but it has not been responded to. I am glad "someone" is looking at the issue . . . I hope this includes the application of points that are missing.
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Re: Is Jive Rewards down?
Donna Skoog Mar 1, 2018 1:57 PM (in response to Donna Skoog)1 person found this helpfulLooks like this is not a new issue? Jive question - Points not adding posted 2 mos ago . . .
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Re: Is Jive Rewards down?
Donna Skoog Mar 2, 2018 8:31 AM (in response to Donna Skoog)Points have started accumulating in my Jive-N instance again. Did anyone hear directly that the issue was resolved?
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Re: Is Jive Rewards down?
tmaurerMar 2, 2018 10:19 AM (in response to Donna Skoog)
No. And our Rewards page isn't fully functional yet, so I suspect the points you are showing are some that occasionally "slip" through. It is weird behavior, but there are a few things that point to it still needing to be restarted. Or something.
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Re: Is Jive Rewards down?
thomaslady Mar 2, 2018 11:35 AM (in response to Donna Skoog)We use Jive-N too. I just checked my profile and my points total actually dropped from yesterday. Only about 50 points lost, but still. I publish quite a bit and accumulate those mission badges so this should be going upward. It had been frozen for over week until now.
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Re: Is Jive Rewards down?
Helen Chen Mar 2, 2018 12:23 PM (in response to thomaslady)Any chance someone has been cleaning up content? If documents you created have been deleted, I believe you lose the associated points.
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Re: Is Jive Rewards down?
tmaurerMar 2, 2018 1:09 PM (in response to Helen Chen)
I don't think that happens with Rewards. That was the case with the older points system, before Rewards launched. But I'm pretty sure that was "fixed" when the Rewards code was written.
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Re: Is Jive Rewards down?
Helen Chen Mar 5, 2018 7:59 AM (in response to tmaurer)I have definitely seen this on our system (cloud). We have only been on cloud. See related: https://community.jivesoftware.com/message/1618078#1618078
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Re: Is Jive Rewards down?
lorilea Mar 5, 2018 8:48 AM (in response to Helen Chen)We're in the midst of a clean-up right now and I can attest to the fact that people are losing points for deletions. In fact, when I delete someone else's content, I'm losing points as well. Dagnabbit.
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Re: Is Jive Rewards down?
Helen Chen Mar 5, 2018 9:53 AM (in response to lorilea)I can see that becoming a negative motivator when you are trying to recruit folks to clean up their spaces…. L
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Re: Is Jive Rewards down?
Sarah O'MearaMar 2, 2018 10:42 AM (in response to cathyjliu)
3 people found this helpfulSorry there are no updates yet but again this morning I've seen that it is an engineering priority. I'm keeping a close eye on it as much as I can.
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Re: Is Jive Rewards down?
cathyjliu Mar 5, 2018 11:02 AM (in response to Sarah O'Meara)Hi Sarah,
Any update (Monday, Mar. 5th)?
Thanks,
Cathy
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Re: Is Jive Rewards down?
Sarah O'MearaMar 5, 2018 5:30 PM (in response to cathyjliu)
Hi Cathy Liu, unfortunately I do not have any good news yet
. I am still continuing to prod the teams for updates.
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Re: Is Jive Rewards down?
Sarah O'MearaMar 7, 2018 10:22 AM (in response to cathyjliu)
1 person found this helpfulHey everyone! The Rewards issue should be fixed now. If you are still experiencing issues, please let Support know in a support case as it may be a separate issue. Thank you for your patience!
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Re: Is Jive Rewards down?
Helen Chen Mar 7, 2018 11:19 AM (in response to Sarah O'Meara)Thanks Sarah!
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Re: Is Jive Rewards down?
tmaurerMar 7, 2018 2:13 PM (in response to Sarah O'Meara)
Yes, thanks very much! Ours is still only partially working, so I've commented on the case we had already started.
Appreciate everyone's help!!
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Re: Is Jive Rewards down?
Donna Skoog Mar 8, 2018 7:46 AM (in response to Sarah O'Meara)Sarah O'Meara - can you confirm whether or not people should see the points that did not show during the issue? I have users who still did not get points earned through completing Quests.
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Re: Is Jive Rewards down?
tmaurerMar 8, 2018 8:39 AM (in response to Donna Skoog)
1 person found this helpfulFWIW, my experience with Rewards is that any points that were earned during an "outage" (which I think in this case was actually a bug) are not able to be "fixed". Sort of like if you discover a hole in your pants that keeps your money from making it to the bank - fixing the hole corrects it from that point forward, but you can't get the money that fell through the hole back.
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Re: Is Jive Rewards down?
Donna Skoog Apr 4, 2018 9:33 AM (in response to cathyjliu)Is this issue happening again for others? I have users not earning points.
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Re: Is Jive Rewards down?
cathyjliu Apr 4, 2018 9:55 AM (in response to Donna Skoog)My Jive-X community still has daily points awarded today.
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Re: Is Jive Rewards down?
tmaurerApr 4, 2018 10:40 AM (in response to cathyjliu)
I just was able to award a badge and have it show up in the activity stream. And I awarded points with it, which I also saw removed from my profile. Then updated an existing doc and saw one point get added for the action. So ours appears to be tracking fine. Except for the Badge Leaderboard, which is still broken.
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Re: Is Jive Rewards down?
Donna Skoog Apr 4, 2018 11:30 AM (in response to tmaurer)1 person found this helpfulThanks Tracy Maurer and Cathy Liu - from what I can tell it looks like the issue is only with some of our users.
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Re: Is Jive Rewards down?
tmaurerApr 5, 2018 10:33 AM (in response to Donna Skoog)
Hi Donna Skoog - just had a user report this today, and I validated that at least for him it is a problem. So I've opened another case, and referenced all the previous cases plus this thread. Not sure whether that will get it fixed, but it is a step.
Thanks for pointing this out and keeping us all in the loop!
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Re: Is Jive Rewards down?
mnevillApr 5, 2018 2:23 PM (in response to tmaurer)
1 person found this helpfulHere is a response I got from support back in Dec when we were seeing points not being awarded:
It appears your jive community was experiencing a period of high latency in awarding points. Last month, our Rewards engineers made some changes to the configuration of the various resources that constitute the Rewards Service. The goal was to alleviate point outages (a timeframe when points are not awarded, as awardable events were not recorded) and minimize latency (delay in rewarding points, but awardable events are recorded). While the update has essentially eliminated the potential for outages, there is still the possibility of high latency, from time to time.
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Re: Is Jive Rewards down?
tmaurerApr 5, 2018 3:03 PM (in response to mnevill)
1 person found this helpfulInteresting response. And one that doesn't explain what we are seeing, where some users get awarded points and others don't seem to.
And since there aren't point earning reports, how would one know?
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Re: Is Jive Rewards down?
BRENDA PROFFITT-WOLFE Apr 6, 2018 6:33 AM (in response to tmaurer)Hi,
We have been seeing this since yesterday. Some users are receiving points while others are not. The users are high volume (like myself), so I am sure points should be awarded .
Thanks!
Brenda
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Re: Is Jive Rewards down?
Keeley SoroktiApr 10, 2018 1:39 PM (in response to cathyjliu)
1 person found this helpfulThis issue is being tracked over here along with other critical issues that many customers are dealing with: Issue Tracking Document for Jive Customers | 2018Issue Tracking Document for Jive Customers | 2018
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Re: Is Jive Rewards down?
cathyjliu Apr 13, 2018 10:55 AM (in response to cathyjliu)Sadly to report that Jive Rewards is down in my Jive-X community again 4/13/18. Reported to Lithium Support and will provide an update when I hear back. FYI, Jive-X community support moved to Lithium Support Portal in Mar. 2018.
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Re: Is Jive Rewards down?
tmaurerApr 13, 2018 10:57 AM (in response to cathyjliu)
Also see: Users being deactivated in Rewards
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Re: Is Jive Rewards down?
cathyjliu Apr 13, 2018 11:04 AM (in response to tmaurer)Thanks for sharing Tracy. This Jive Rewards issue is getting bigger and bigger... sigh
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Re: Is Jive Rewards down?
c82alac Apr 25, 2018 4:42 AM (in response to cathyjliu)Hi,
We also have problems with jive rewards in my community.
A lot of users don't earn any point for months now,
Any update for this issue ?
Thanks
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Re: Is Jive Rewards down?
Donna Skoog Apr 25, 2018 6:34 AM (in response to c82alac)The last update I received yesterday is that it should be fixed as they restarted the server on 4/15. I do see people accumulating points but it is hard to tell if they are receiving all their points or if some are still not accumulating. I would open a case if you are still seeing the issue.
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Re: Is Jive Rewards down?
tmaurerApr 25, 2018 7:24 AM (in response to Donna Skoog)
I got that same response from support. And then this week it seems to have stopped accruing points for at least some people (me included). And I tried to give people user badges yesterday, and those didn't go through, either. So I re-opened my support case.
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Re: Is Jive Rewards down?
cathyjliu Apr 25, 2018 4:28 PM (in response to cathyjliu)2 people found this helpfulSadly to report that Jive Rewards is down again starting 4/24. Reported to Lithium Support. Their response is waiting for Jive's investigation.
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Re: Is Jive Rewards down?
barbaral Apr 26, 2018 1:01 PM (in response to cathyjliu)We were having the same problem, Cathy Liu, but it appears to be resolved now (as of maybe an hour or so ago?). Fingers crossed there won't be any recurrence!
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Re: Is Jive Rewards down?
tmaurerApr 26, 2018 1:19 PM (in response to barbaral)
I was hopeful, but can say that it is only working for some people in our community. Keeley and I post and update content all day long (and I just created a new post about 5 minutes ago), and yet we show no points for the Daily Gain column on the leaderboard. So there is still a problem at least for us. And this despite that the release notes for 2016.3.10 said it included Rewards fixes for these kinds of errors.
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Re: Is Jive Rewards down?
cathyjliu Apr 26, 2018 2:54 PM (in response to tmaurer)Thanks for sharing, Tracy. I am sadly to report that my community Jive Rewards continues to be broken without points being accrued. My community's system upgrade 2016.3.10 maintenance is scheduled for tomorrow, and I was looking forward to it. Sadly to see your community doesn't benefit from 2016.3.10 upgrade.... Feel that there isn't much to look forward to now...
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Re: Is Jive Rewards down?
Chris MooreMay 11, 2018 5:52 PM (in response to cathyjliu)
All:
Several customers have reported issues with our Rewards module after being upgraded to 2016.3.10 or migrated to AWS 2017.1 . Other customers may have seen issues that are really related to performance or a partial outage. Jive Support will continue to assist customers for each issue they have until they are resolved. Jive will also be including several Rewards updates/fixes in releases coming out later in the summer and for the rest of the year.
Please open a case if you are having an issue. As we resolve or fix issues for one customer all customers will benefit as they are upgraded in the future.
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Re: Is Jive Rewards down?
cathyjliu May 11, 2018 7:42 PM (in response to Chris Moore)Thanks, Chris. Would greatly appreciate if you could update this thread when the new releases are out.
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