Issues with Native Access - 22nd and 23rd of January 2024

Hayo_NI · 2024-01-22T17:29:39+00:00

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Hi everyone, PM of Native Access here.

We had some scheduled maintenance slated for today. Unfortunately, we encountered a severe issue in some of our underlying services that we’re still busy resolving as a result of these efforts. Sadly, none of these issues occurred on our internal infrastructure during testing.

As a result, Native Access is unacceptably slow for most users, and our web services are also experiencing issues. This affects our NI-wide ecosystem, and is not region/user specific.

We are working on this with all hands on deck, but cannot give an estimated time for resolution at this point. We kindly ask for your patience as we continue to resolve the matter. Please refrain from reaching out to customer service as we cannot offer a workaround. Once the issue is resolved, I’ll create a post with more details as to what transpired and how we will prevent this from happening again.

We deeply apologize for the inconvenience.

Hayo

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Accepted answers

Hayo_NI

Hi everyone,

We have restored our services and everything should be back to normal. If you experience any further issues, please reach out to customer support.

We deeply apologize for the inconvenience that was caused, and appreciate your patience!

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Hayo_NI

Hi all,

Seems like Native Access is slow, but back up nonetheless. If you're experiencing issues, try the following:

Mac

Go to Activity Monitor and close the NTK Daemon process
Restart Native Access 2
It should take a while, but you should be up and running after

Windows

Go to Task manager and close the NTK Daemon process
Restart Native Access 2
It should take a while but you should be up and running after

If the above doesn't work, restart the computer, or try uninstalling the NTK Daemon.

We'll keep you posted as we continue to resolve these problems.

Hayo_NI

Hi all,

We are still working towards making improvements, but the core services of Native Access should be up. Please read the aforementioned instructions on how to ensure access to your system.

While services are up, they are sluggish. Please keep in mind that new purchases will take longer to appear in Native Access, and that loading your products and activating them may take longer than normal.

We will continue to update this thread and keep you informed.

Again, our deepest apologies for the inconvenience over the last few days.

Hayo_NI

Hi everyone,

We have restored our services and everything should be back to normal. If you experience any further issues, please reach out to customer support.

We deeply apologize for the inconvenience that was caused, and appreciate your patience!

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