Addressing the Login Issues from 4.9.2023, What Happened, and What's Next

Vocalpoint

https://community.native-instruments.com/discussion/comment/93733#Comment_93733

I really do not want NI texting my phone on service issues. Email is fine.

VP

Lu_

Oh, not as in text message on your phone but more like a text displayed in the NA 2 gui while starting up!

Hayo_NI

https://community.native-instruments.com/discussion/comment/93733#Comment_93733

We've discussed this for some time. We're looking at one potential tech detail that will allow us to do this, but its a large undertaking and its purpose is more for something else. I know I'm being vague here, but we're still planning. Think the biggest problem at hand was not being able to give you a fix in case of these issues caused by the software and not the server.

Scoops

@Hayo_NI

You indicate that this is a large undertaking

How hard is it to query your database, filter for app, extract email addy's, create an email, and send?

Maybe a couple minutes to do the query, another 15 minutes to craft the email message.

It should really be that easy.

If your database is toast, as I suspect, it would be a larger adventure.

Lu_

I think the large undertaking was in relation to develop like a text banner within the gui when there is a service degradation.

Regarding sending emails, when things go haywire the highest priority is getting things back working (work around / rollback / load balance to unpatched instances depending on the backend infrastructure) instead of extracting data from databases and crafting emails.

Like, how much emails would you send, one that there is impact, updates, proposed fix etc, people might get fatigue of that when u have at that point in time no need to use NI Access.

You might also get more influx from people that want to try for themselves if it's really down.

You might consider to incorporate like a status bar (green / yellow / red) on startup somewhere within the NA Access application regarding backend infrastructure in the app with if needed a hyperlink to a status page hosted outside the other NI datacenter(s) (like: status.office365. com ).

Hayo_NI

https://community.native-instruments.com/discussion/comment/93774#Comment_93774

It's not a large undertaking to email people, you're right, but that's not what solves our problem here. It's about getting it out there in real time outside of our existing systems to the users that are affected (not people who are sleeping, for example). Emails don't provide that. Users don't always check their emails in real time, so with delayed reception we need to also email them all en masse that it's been resolved as well (2 emails). Also, plenty of users aren't subscribed to our email chain, so it's not a guaranteed way to reach people.

We do want to build an NI service status page, we've discussed this before as well, but it's a larger undertaking than us getting updates out to users during all phases of their NA experience and it keeps falling in priority. The only guaranteed way to address users with a status message is in-app and on-site, where they're going to be most affected.

The in-app traffic light system is pretty cool though, I think we already have it for our pit-stop releases, so we could connect this new system up to that, but it will take more time than the update updates we're doing now.

Vocalpoint

This should be wayyyyy more basic that an attempt to install a traffic light system within NA.

Logically (to me anyway) - aren't all the pieces we need already on my machine?

I fire up NA - it's internals (daemon etc) MUST do an initialization phase where connections are checked, logins attempted, product listings read etc.

If a certain condition is suddenly compromised - a very specific message could be posted to any user - AKA "We are experiencing user account logon issues at the moment. See the Native Access forums for status updates".

That is all we really need without overthinking this - especially when actual real world practical use of Native Access is much more obscure than we (users in here) believe it is.

People are not standing around every hour attempting to login to Native Access. Some folks might do this once per month or once every three months.

Thats my two cents.

VP

Scoops

https://community.native-instruments.com/discussion/comment/93807#Comment_93807

Granted, but......

There are multiple communication systems, email, text, phone, web site, etc....to put all your eggs in the real time scenario basket is highly desirable as you suggest, but to let things go unknown and unaddressed because you don't have the system you desire is not good either. With so many communication systems, you have to cover it all

I think your system should offer the end user the choice of communication, probably in their profile.

Thomas de Balder

https://community.native-instruments.com/discussion/16543/addressing-the-login-issues-from-4-9-2023-what-happened-and-whats-next

Hello, 

native access has stopped working again, I'm already quite frustrated. This happens every time you release a new version. In 1 year of use, it happened so many times that I can't even count. I need to work and not correct your fabrications.

Can you connect me to support?

Hayo_NI

https://community.native-instruments.com/discussion/comment/93937#Comment_93937

https://support.native-instruments.com/hc/en-us/articles/360002705378?utm_medium=sidebar&utm_source=native-access-2

Hayo_NI

https://community.native-instruments.com/discussion/comment/93837#Comment_93837

I really wish it were that simple. When errors show up, we cannot assert exactly why these issues are occurring, because they might fall under a similar error code as others. In this case, the error was similar to a different incompatibility issue that sometimes occurs. While we investigate the issue we need remediation methods, which are missing. Hence why we need to build those remediation methods in. The means to deliver the message are not in place yet, and we cannot send a hotfix for users stuck on logging in. Those are the two conundrums right now.