Thread

Haven’t heard anything in 3 days - could someone let me know if this is being looked into?

Aaron, here’s another thread where it sounds like there may be similar issues.

You’ll see there is a core mod proposed, since you mentioned you’d be comfortable.

If this comment-out avenue works for you, it’s something that should get a bug report, so it will get fixed for people with similar cases.

Regards,
Clive

Thanks for the tip, Clive.

Aaron, let me apologize for the delay. We have some backend tools that help us keep track of support requests in a queue, and yesterday I identified a bug in the tools that caused support requests to get bumped back to the end of the queue anytime a new post was added to the thread. This clearly isn’t a good thing, and we’ve since fixed the bug. Unfortunately, your thread was a victim of the bug, and the additional posts caused you to get bumped to the back of the line. I completely understand how frustrating that is, and I do apologize. Our bug made it look like we were ignoring you, and it left you with a problem for days that could’ve been resolved more quickly. We’ve fixed it, and we’re keeping an eye on things to ensure it doesn’t happen again.

Did Clive’s tip solve the issue for you? If so, his point about it being a potential bug is a good one.

Thanks for the link, Clive. I saw that post right before you posted, and the hack seems to have fixed the problem. 😊

Kevin, thanks for the explanation and apology. No hard feelings 😊

This does seem like a bug - when I set the require_ip config variables to no, I would expect that no IP matching would be going on. I’ll file a bug report.

Aaron

Thanks for posting the bug report, Aaron. I’m glad the fix works for you, so let’s continue this conversation with the devs over in the bug report. (I want to let the original thread author have an opportunity to weight back in with an update.) Also, given the wide-ranging impact a change like this makes, it’s necessary to have the dev team’s input. I’m also interested to hear what they have to say about it.

Thanks again, and thank you so much for your patience! Let me know if I can help you with anything else.

greatbigcircle, how are you coming along?

Just to update, Pascal’s replied back in the bug report… here.

The check for the IP?  Isn’t actually a bug and is required to be in there.  However, there should be a way to make it work, which I’ll leave to the bug thread itself.

Hi Kevin,

Thanks for asking, and I wish I had more news. It seems the issue has been tabled by our client for now, which is disappointing. We were right at the point where we could verify that this issue was happening according to our proposed theory, now closer to verification through these other users’ bug reports, but corporate seems to have dropped it for now. Seems they don’t mind seeing the problem on their internal network, or they’re using an alternate method to access the site.

It’s quite likely that this issue will reappear for us, and, when it does, we’ll again have the resources available to test it thoroughly. For right now consider it still open since it had continued to occur up until testing was tabled. We’ll keep you in the loop when it resurfaces.

Thanks, greatbigcircle!  We’ll be here when you’re ready to open this back up.