Thread

I’ve had an on-again off-again issue with a client’s MSM site and the entries “disappearing” after they are entered.

Every few weeks I’ll get an urgent email explaining that they’ve gone through the entire new entry process for say, an Event, save the entry, and then it’s gone. Obviously they are quite frustrated but I can never duplicate this problem.

Disclosure: they are a part of a corporation where a firewall is in place on company laptops, but we’ve had wonky problems like this even when they are on their home computers.

I keep pointing to user error, but there are times when they dictate to me what would be the correct steps to posting an entry.

Any thoughts on a few things I can keep in mind, or double check within the system to make sure my bases are covered? In the meantime I hope to have one of the folks in to my office to watch her go through these issues.

For this recent case, here is a recap from someone helping another through the steps via screen share (PC environments):

“To recap, I shared my desktop with her as she walked me through all steps and associated tabs….We first attempted SUBMIT and I returned to the initial page (that lists the events)...Second attempt I tried QUICK SAVE and again, wound up at the initial page.  Never did I receive a confirmation and all steps were lost. I find that Disappear is most accurate.  POOF!  IT WAS GONE.  No confirmation, no record of my steps.  Hope that helps and I get a new laptop on Monday, should it be the current environment.”

Chris,

That does sound like a network, server or browser issue. A couple questions:

1. What version and build of EE is this with?
2. What browser are your clients using when they experience this?
3. Does their IP address perhaps change while they’re in the EE control panel?

This is the same problem we have been having with our site and have never been able to solve.  It is terribly annoying.

It happens in Firefox, Safara, and Chrome, although in Chrome you can click back and everything you did is still saved in the forms.  We only use macs.

We are currently using build 1.6.8 (the last time i tried to get help for this from you guys, they wouldn’t help me until i upgraded, which I couldn’t do until we got some help from our volunteer tech person, but that didn’t solve the problem anyway, so i’d appreciate some actual help.) (but i’m trying to see if i can do the upgrade now to 1.6.9 myself.)

We are on 1.6.8, build 20090723.

I know they’ve used Chrome and IE8 on a PC platform.

No idea if their IP refreshes, but I’m doubtful they know, either 😊

If it helps, we are using Hostgator for our server.

limbercreative and gulfcoastinstitute,

Have you both been able to see this same behavior from a different internet connection?

I’ve had it happen at my office connection, which is ATT dsl and at home, which is Comcast cable.

I have not been able to reproduce the problem. My client contacts are in different states, surely on different providers, and they’ve both seen it happen.

It sounds like we can rule out browsers and the network connection, leaving the server. Hate to sound like a broken record, but you are both on older versions of EE 1.x, so a version update to 1.6.9 is highly recommended for a couple reasons, the least of which would be ensuring all files are intact on the server.

Also double-check your PHP memory allocation to ensure that’s high enough (64M is recommended).

I’ll give the memory update a shot (I was set at 32MB). Thanks!

Keep us posted, Chris. 32MB is generally enough but extensions can sometimes push this out.

If that doesn’t help, I’m afraid that leaves something server-side that isn’t under EE’s control. This seems to be quite a unique issue.

Our PHP memory allocation was already set at 64MB.  I’m going to upgrade to 1.6.9 now to see what happens.

Very good. Please keep us in the loop.