Emma app slow to load, timing out

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Social Media Mentions

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Posted 4 years ago

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Emily Hollingsworth, Alum

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Hi there -- We're not seeing any system-wide slowness. I'd like to hop into your account and take a look. 
It looks like the mailing worked on most recently in your account is called "Inside the Archives - Volume IV. Number 1 - Spring 2015." Is that right? I'm not finding a mailing edited or sent today, so I want to make sure I'm looking at the right account and mailing.

Thanks!
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Emily Hollingsworth, Alum

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Good morning -- Just checking in here! Please let me know if I'm in the right place to dig in.
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Kootenay Co-op

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It's June 1st and taking forever to load graphics. Actually, i haven't been able to successfully load a single one. Please help!!
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Kyle Floyd, Official Rep

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Hi Kootenay,

We haven't seen a system wide issue today, but have had a few other reports similar to yours throughout the day today.

Can you let me know a little information about your system setup? Your browser (and version)? What operating system you are running? and also if you have performed an recent updates on your computer?

With the other reports from users, we haven't been able to reproduce the trouble but hopefully the information requested above will help us identify the root of the trouble.
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Kootenay Co-op

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Hi Kyle,
I've tried with Firefox and Chrome. We use Windows. We haven't had any recent updates. I was wondering whether the heavy 'first of the month' use was the issue on your end?
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Kyle Floyd, Official Rep

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Can you let me know what version of Firefox and Chrome you are using? A simple way to find that is to visit www.supportdetails.com or www.aboutmybrowser.com in each of the browsers your have tried.
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The Stock Whisperer

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Let me start by saying Emma worked fine on my present equipment. Nothing has changed and no updates that may be the cause of this issue. I experienced the same issues the last couple days trying to log on to Emma. Sometimes I would be able to log in but couldn't get to the campaigns and sometimes i would get a server connection error.  I tried Chrome, Mozilla, and IE all with the same results. I am using a PC Windows 8.1 also tried on my laptop windows 7 and yes same problem.  The problem seems to be isolated to the Emma Program. But here is the interesting thing, after conversations with Emily who by the way has been extremely helpful, gave me the idea to try logging in from another network. Our present network is Verizon with speeds in excess of 160 MBPS up and down.  I took my laptop and logged into my Verizon Hot Spot and would you believe Emma worked normally. I was able to log in, click on my campaigns, edit and save with ease.
Switched back to my present network and the problem is back.  So the problem seems to be on my end, just not sure where yet, but working on it.
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Kootenay Co-op

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This reply was created from a merged topic originally titled Can't construct campaign..

Stalling, long load times, unable to upload graphics or drop graphics from library into campaigns. Basically total malfunction.  I can save but not send a test. I seem to be able to hyperlink (though i can't tell because i can't receive a test email. Can't load graphics. Everything that works takes forever. This is happening across browsers and has been the case previously as well. What to do!?!?!
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Emily Hollingsworth, Alum

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Official Response
Hi folks -- First, thanks so much for you patience as we continue to gather information and dig in on this issue that seems to be affecting a select group of Emma users. Even though we have confirmation that this is related to particular customer networks, we don’t want any of our users to have this experience. Our systems team is digging in to help pinpoint the issue. Our outside data center has a trouble ticket already open with their upstream provider to help pinpoint what is impacting the connectivity for particular customer networks.

Hang with us as we continue to dig in!
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The Stock Whisperer

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if you have a hot spot or another network you can log into try that, i just worked on a campaign logging Emma through my hot spot. Not sure why it works for me this way, but if you have another network available to you give it a try.
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LovellCommunications

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As I mentioned yesterday, I am having the SAME issue today. I've cleared cookies, I've restarted my computer, I've tried firefox, chrome and IE. Same issues. I can't edit names to send test emails to, I'm trying to change the address and name a sub account and it won't let me edit... sometimes when trying to navigate to a different page it comes up as a page error. I HAVE to get 4 emails blasts out today. Please tell me how I can resolve. Thanks.
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Kootenay Co-op

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I actually did get Emma working from my home computer...so it does seem like it's a network issue: but don't know how to resolve it.
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Emily Hollingsworth, Alum

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Hi there -- glad to hear that we've gained some traction on this at least. If you were working on your internal network at work before, it might be worth checking in with the IT team to see if they've implemented any changes to the server or network settings recently. Any information they have regarding security or firewall setting updates on the server or perhaps system-wide updates to your devices there at work will get us closer to nailing this thing down. Let us know!
I'm having the same problem.  It's incredibly slow to load, won't load the photos and graphics in my library at all, and both times my session timed out in the middle of an E-mail, and when I logged back in, the E-mail I was working on was completely gone, and I had to create it again.  This has happened twice now.  I don't think this is a network thing, since I work from home, and I've tried it on 2 browsers (FireFox and Safari).  This Eblast is supposed to go out this afternoon, but doesn't look like it's going to happen now, since the site is being very problematic.
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The Stock Whisperer

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this is a  very interesting problem, however for me logging in through my Verizon hot spot allowed Emma to work normally. however that is something i rather not do so i don't eat up the data.
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Emily Hollingsworth, Alum

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Official Response
I just received an update from our systems folks to help explain what we're seeing here:
On it's way from your browser to Emma, and back, your traffic will travel across a number of different ISPs, some directly associated you, some with Emma and some that are just in the middle passing the traffic along. A simplified diagram might look like -

Emma ---- Emma's ISP ---- ISPs ISP --- (other ISPs talk to each other here) --- Your ISP's ISP ---- Your ISP ---- You

The slowness is due to a problem where a set of ISPs (CenturyLink, AT&T and TW Telecom) all share traffic as it crosses through that middle exchange point. The problem appears to be mostly on the CenturyLink side. We've escalated the issue with our ISP, who's escalated it with theirs, and on up the chain. At this point we don't have a clear understanding if the problem is because their network is full or if there is another kind of interconnection problem and are waiting for updates to bubble down to us from those providers that are closer to the problem.

By using a different ISP, your traffic may take a completely different path to Emma that bypasses that slow connection point. That’s why using a puck or other alternative connection method, if it’s provided by a different ISP, might result in a better connection to Emma. It may also be the case that those two providers still pass through the same slow connection point and no benefit may be seen.
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Emily Hollingsworth, Alum

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Official Response
Hey folks -- We've heard from the outside parties involved here that this issue has been resolved. Our data center had an upstream partner that was having problems and causing connectivity issues for particular IP addresses. This wasn’t specific to Emma, but could have affected anyone who had IP addresses routed through that particular partner.

Please speak up if you see any persisting issues related to what we've covered here. Thanks for your patience!
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Kootenay Co-op

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Thanks Emily! Sooooo relieved. Appreciate your communication around this.