22 Replies Latest reply on Jul 18, 2018 12:22 PM by guadalupe.garcia

    I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?

    julsee

      I am (obviously) able to access AureaWorks, but since this morning, have been unable to access our private support group. I've tried in three different browsers and no joy. Can someone please figure out why I'm receiving the "Temporarily Unavailable" message when trying to access Prudential - International Insurance. Thanks.

       

       

      Kosheno Moore, Jessica Kranda, Steven Alexander

        • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
          jessica.kranda

          Hi Julie, I'm sorry you are having issues this morning.  Could you attempt to access the group link again? We are not able to replicate the issue internally but are investigating as to what could have happened earlier this morning.

            • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
              julsee

              I'm still unable to access the group itself. Tracy Maurer and Jay Graff were also having this problem with their groups.

               

              The weird thing is that I literally cannot get to https://community.jivesoftware.com/groups/prudential-international-insurance/ (or any of the pages for the group itself, like activity or content), but I can access individual pieces of content (like old cases or discussions) and I can also access a project within the group https://community.jivesoftware.com/groups/prudential-international-insurance/projects/prudential-international-insurance-tam-meeting-notes.  So, something funky is going on with the group.

                • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
                  guadalupe.garcia

                  Hi Julie Blutstein, are you still experiencing an issue with accessing the the pages for Prudential - International Insurance? If yes, have tried access with another browser that you normally don't use to access AureaWorks with or tried clearing browser cache/cookies? Also if you do test again can you let me know exactly when you try to access the group so I can search the logs around that time to see if any errors get logged. Thanks!

                    • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
                      julsee

                      I got an email that said you were requesting access to the group and I clicked on the link and was able to access the  group. However, the HTML tile that was placed above the activity feed isn’t showing any content, although there's code in the tile itself. Not sure if this had something to do with the changes you rolled back.

                       

                       

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                  • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
                    tmaurer

                    I'm also still having this issue. Going directly to our support group doesn't work. If I instead go to my personal profile, sort on cases, search for the case I want, I can. And I can view the individual case in that manner. But this is clearly not in intuitive path to take.

                     

                    In the screenshot, you can see both the URL that I used and the message I receive. It does take several minutes for it to resolve to this message, more like a system timeout.

                    1 person found this helpful
                  • Re: I am unable to access my private support group within AureaWorks. Is there a reason this is currently inaccessible?
                    joe.kern@aurea.com

                    All,

                     

                    We are looking into this with priority.  We believe there might have been a few changes recently that might have effected this.  If so we will roll them back right away. 

                     

                    I will keep you posted!

                    2 people found this helpful