5.7 very slow to respond

[bdbrower]

Re: 5.7 very slow to respond

Looking forward to the fix since it is now taking about 40 seconds for a new ticket to generate.

[chumbert]

Re: 5.7 very slow to respond

do we have any news on this yet? It is really slowing us down!

[Support Team]

Re: 5.7 very slow to respond

Nothing new here. As already mentioned, we found what may cause this (for <%1 of our users). We've already started to work on this and I it will be a part of our next release.

Most likely the original suggestions listed above, like white-listing RangerMSP folder tree in your Anti-Virus on All PCs and All servers, may help. We also recommend (in such cases) trying to run RangerMSP with a direct IP based shortcut and not a UNC one in order to bypass some possible naming resolutions delays.

In any case a solution for what we've found will be included in our next release, no ETA is currently available. We will post more when we have the details.

Thanks,
Dina

[bdbrower]

Re: 5.7 very slow to respond

Ok so let me make sure I understand this. I purchased this software from you which you promote right on your home page as having free support included. You have verified a bug in the software which is dramatically slowing the functionality of the software in our installation, slowing the productivity of my staff, and creating the impression with our customers that we are not using professional software in running OUR IT BUSINESS (because they have to wait, with us, for over 60 seconds for a ticket to generate) and you are not willing to provide a fix until the next release, for which you cannot even provide a release date for. Have I missed anything here?

This is unacceptable. This is not the kind of support expected from a company of integrity and one that claims to "take care of their customers". The proper functioning of YOUR software is YOUR responsbility. It should make absolutely no difference whether this issue affects all customers or only one (your message is: "Individual customer problems aren't important to us"). You are aware of the problem and you apparently have a solution (or you are working on one); providing that solution to any and every customer experiencing this problem as quickly as possible should be be a priority, not something that has to wait until some future date-unknown release.

This is NOT a minor issue. Despite our following all of the suggestions you listed, the delay has increased from 40 seconds to 60 seconds just in the last FOUR DAYS! If this rate of increased delay continues then the software will be unusable with a few weeks. If your company can't support your own product (and your INDIVIDUAL customers) we'll consider that a failure of your commitment to provide free support with this purchased product.

One last thing, why do "chumbert" or I have to initiate every communication regarding this issue. Why aren't you informing us of the status of this issue before we have to ask about it?

[Support Team]

Re: 5.7 very slow to respond

bdbrower,

We feel your pain and are doing our best to help and therefore we're not really sure where this came out from and where do you take all this negative attitude from. We believe that it is completely not the right way to approach this nor does it reflect anything in what we do.

Don't take it personally, we know you are professional in what you do. Problems happens under all IT configurations, including our very own systems, our very own local network and very possible your network too. Not necessary wrong things, maybe conflicting things that affect.

In any case - what we're working on to fix has nothing to do with what you just described.

A decrease in 50% performance in 4 days. Sorry. I do recommend that you check things at your end that very same way we have been doing so far on our side (and have found something thanks to you help).

Thank you.

[bdbrower]

Re: 5.7 very slow to respond

Please don't tell me you "feel my pain" until your staff becomes less productive and more frustrated every day because software that you rely on to operate you business has a bug that the software vendor won't provide a fix for until the next time the program is updated (with no release date available).

So you think I am out of line and should not react negatively to your not providing an immediate fix to a problem that you have identified as a bug in your software? You know we are a tech support company... we have a team of IT professionals here who have performed extensive troubleshooting in an attempt to identify a local problem and have found nothing in our systems the would cause this issue which started after we installed the last release. We have followed all of the suggestions in this thread and none have resolved the problem. You've indicated that your review of the logs we sent to you revealed the cause of the problem to be a "configuration issue" in the software.

By your own admission in this thread ("We may found the cause for this under some configuration and are already looking on ways to bypass it"; "We've already started to work on this and I it will be a part of our next release") the problem lies in your code, with a fix planned to be included in your next release of the software. My problem is with your not providing the fix to me as soon as it is available, instead of making me wait until the next release (which you cannot even provide a release date for).

If you had proprietary software that was central to the operation of your business and, after downloading a new release, a bug that created a long delay in a critical function of the software became apparent, I'm pretty sure you would have a "negative attitude" if that software vendor made you wait until the next software release for a fix (and gave you no idea when that might be). Especially if they sold the software with the commitment to provide free support. Try walking in my shoes before criticizing my approach to trying to get promised suppport for the software that is critical to the operation of my business.

And what do you mean by "what we're working on to fix has nothing to do with what you just described"? Are you working on the very specific problem detailed by "chumbert" and me in this thread or not? You've clearly indicated that you are.

I really don't think I am being unreasonable or being unduly "negative" in expecting you to provide the support you promised when I purchased this software. And yes, as the owner of my business, I take everything about it "personally". I also believe I have been as professional as possible in expecting CommitCRM to provide the professional level of support that I need. That means more than saying "Sorry" in reaction to the decreasing performance of YOUR software and telling me to check things at our end as if we haven't already done that mulitple times (starting before we first submitted this request for support).

If I'm not mistaken, there have been waits of up to 9 months or so between some releases (even recently). I cannot (and will not) wait anywhere near that long for a fix to this problem. Now do you understand my frustration?

[Support Team]

Re: 5.7 very slow to respond

We want to help, this is our job and this is what we are trying to do here, we always take responsibility and always happy when a solution can come from our direction (unlike asking you to do anything). We also do understand the frustration very well.

We do want to point out that:

1. Technically it's not a bug that we discovered and have started to work on. We wish it was a classic bug. We are trying to bypass a configuration which is outside of the scope of RangerMSP. Nevertheless, we are engaged to update our code and offer such a solution.

2. This issue might only affect a very small number of customers, and yes, we are aware that this does not help the ones it does affect :-( .

3. Once we will have the issue resolved and tested we will be able to tell more about when it'll become available.

Thank you and we apologize for the trouble it has been causing you.

[northwestmsp]

Re: 5.7 very slow to respond

We are watching this thread very closely as we are debating on whether to invest into the newest version of CommitCRM and Interlink or move onto the more robust (but more expensive) AutoDesk.

Commit: We are professionals, we work with software vendors/manufacturers on a weekly basis. We're used to receiving pat answers, blame shifting, or, in this case, opaque reasons for the problem.

Here's what I expect from the software manufacturer who I trust my business to run on:

Absolute, transparent honesty. When you say, "we found what may cause this (for <%1 of our users). We've already started to work on this and I it will be a part of our next release." it means that there is a bug in your software, or a conflict with certain configurations. There's no room for interpretation, if it's something you can "fix in the next release" then there's a bug. Period.

Maybe it's an issue between your software and your database vendor, maybe it's an issue with Server 2008 R2 Enterprise only when configured as a DNS server because it creates a conflict with XYZ module. Doesn't matter. What matters is that you're completely transparent about it, don't beat around the bush- be upfront and tell us what's going on. We're big boys and girls, we're smart, and we know when someone's not giving us the whole picture.

Because we do this for a living we also UNDERSTAND, we get that conflicts and bugs happen, and if you're open about what's going on we'll give you a lot of grace. Stone wall us and you'll receive just the opposite.

Lastly, and this comes down to a core, root issue at CommitCRM that has concerned me from the start. That's your software development, and now, bug/patch release management & planning, or complete lack thereof. Every successful software developer (I worked as a software PM for years) has a PLAN. They have milestones, deadlines and feature lists. They know exactly what's going into their next release, exactly when that release will be released and strive to meet those deadlines. Right now CommitCRM can't tell us when the next release will be out, what features will be in the next release, or what features won't be in the next release. Some days I wonder if the dev team just decides it's time to work and flips a coin over what to work on.

That venting and frustration aside I primarily wrote this to say: MAJOR SOFTWARE RELEASES ARE NOT PATCHES OR BUG FIXES. Why do you think Microsoft releases patch updates on a weekly basis, Intuit releases patches for both feature and bug fixes several times a month, and EVERY OTHER software vendor comes out with patches for their software on a regular basis. I have no clue why CommitCRM feels the need to roll every "patch/fix" into a 5.X release. Instead we should be seeing 5.7.0 released, then a month later when all the bugs come back a 5.7.X released to fix a list of problems. Releasing a patch is not an admission of guilt, software releases are never perfect, and never will be. So admit to the problems, release a patch for them, and move on.

[Support Team]

Re: 5.7 very slow to respond

Everyone -

A fix is already available.

It takes care of the issue we managed to find in the log files.

Please contact us directly to get the information on how to apply it to your system. When you do, please attach the following file to your email: \RangerMSP\Db\CmtVer.cmt.

Thank you.

[chumbert]

Re: 5.7 very slow to respond

The problem is solved for us with the update! Running as fast as ever. Thanks!

[Support Team]

Re: 5.7 very slow to respond

Great!!! Thank you for the update.

[bdbrower]

Re: 5.7 very slow to respond

Looks like the problem on our system was solved by the fix as well. Thank you.

[Support Team]

Re: 5.7 very slow to respond

Great to hear. Thank you for the update.

[racassel]

Re: 5.7 very slow to respond

What was the problem? What was the fix? Enquiring minds want to know.

[Support Team]

Re: 5.7 very slow to respond

The problem was something related to low level data access options that under some configurations resulted in slowness instead of a performance increase.

In any case, our engineers managed to find a good work around and I'm happy that it works well :-)

Dina