When is the FOG going to be really fixed?

[Stephen B]

[size=13pt]I note from the list of recent posts and times that the FOG has just been off line for approx. 12 hours. Yes I know that July 4th has just ended; the length of time is not the issue. The issue is that these recurrent shut downs just keep on happening. This, to my mind at least is becoming a PR problem for Festool USA. Something like -  if they cannot maintain a highly valued promotion vehicle, how can their tools be any good!?

If the system can not cope with the FOG's popularity, please Admin consider -
. increasing its capacity
. employing/designating duties more fully to an IT staff member to better liaise
  with outsourced company
. limiting the number of posts per member per day
. reducing its features, for example; only one type of photo file
  and a reduced limit per post
. other measures as seen fit by you.

I realise that some of my suggestions of limited service will not be popular, even with me  [eek],  but better some limits than this on-going unsatisfactory situation.
[size=8pt]
[member=47173]Brent Shively[/member]

 

[Bohdan]

There is only one way - get Shane BACK.

 

[John H]

[size=13pt]if they cannot maintain a highly valued promotion vehicle, how can their tools be any good!?

I am thinking why are they using FREE forum software - when they should be using something like vbulletin?  (if they are cutting corners with the forum software, where else are they cutting corners?)

 

[jmbfestool]

I have been thinking the same thing I even wrote a post a week ago but didn't post it.

My main annoyance with with Fog recently are the pictures disappearing.

If more of this keeps happening I will stop using fog because I can be arsed with it.

The only reason I come onto FOG now is not the same reason why I use to.  Only because of routine do I come onto FOG now.    check emails,check messages,check Facebook, check FOG......  Now ever time I check FOG is just feel disappointment.

 

[GarryMartin]

There's really nothing wrong with the forum software that is being used, but clearly allowing the server to run out of storage space and subsequently having to delete large numbers of images is unacceptable. It's been months since the promise of them returning, and ever single time I do a search I'm incredibly frustrated that I come across posts that could help me but the images are gone.

Brent told me there is a long-term project underway, and I know they had to recruit someone, but it's dragging on too long without resolution and without comment from Festool USA.

It seems knowing what the plans and timelines were for restoration of the photos and the employment of a webmaster with appropriate skills and knowledge would be at least the first step in communication to forum members.

I find myself visiting TalkFestool more and more recently as many of the legacy posts and photos are duplicated over there.

Perhaps there will come a time when most of us will vote with our feet if these issues aren't resolved?

 

[AlexThePalex]

Yep, Garry is right it's not the software, it's the administration of the server that's lacking now.

Shane was deeply involved with the forum, both professionally and as a private person. He was already an active participating member before Festool even took over the FOG. This way, as soon as something went wrong Shane immediately stepped in to correct it. Now we see how important it is to have somebody with both passion and capability running the show. 

And such and administrator is gone now. Apparently Festool has some trouble finding a person to fill Shane's now empty shoes.

I can understand finding a good IT person can be a trick, but what I don't understand is why they can't -at least temporarily- outsource it to a web hosting company. Or, perhaps if all parties are willing, they could even make a temporary contract with Shane to keep on monitoring the FOG until they find a replacement.

 

[Tyler Ernsberger]

There is only one way - get Shane BACK.

I definitely agree, since Shane left the Festool USA website has not been up to date.  Its still posting the Kapex sale from February and Festool connect that was back in March. 

 

[Motown]

I suspect this is about hosting costs. The volume of website traffic isn't significant enough to justify the consistent down time:
https://siteanalytics.compete.com/festoolownersgroup.com/#.VZqP5RNViko

I know 25k unique visitors sounds like a lot but its really not, what gives? 

 

[Bigchasbroon]

Maybe block any new which sander threads. There's a huge reduction in storage  [tongue]

 

[Daver]

Maybe block any new which sander threads. There's a huge reduction in storage  [tongue]

Are you now suggesting we should forego sanding witches?
What about goblins and wizards?
[poke]

 

[Brent Shively]

[size=13pt]I note from the list of recent posts and times that the FOG has just been off line for approx. 12 hours. Yes I know that July 4th has just ended; the length of time is not the issue. The issue is that these recurrent shut downs just keep on happening. This, to my mind at least is becoming a PR problem for Festool USA. Something like -  if they cannot maintain a highly valued promotion vehicle, how can their tools be any good!?

If the system can not cope with the FOG's popularity, please Admin consider -
. increasing its capacity
. employing/designating duties more fully to an IT staff member to better liaise
  with outsourced company
. limiting the number of posts per member per day
. reducing its features, for example; only one type of photo file
  and a reduced limit per post
. other measures as seen fit by you.

I realise that some of my suggestions of limited service will not be popular, even with me  [eek],  but better some limits than this on-going unsatisfactory situation.
[size=8pt]
[member=47173]Brent Shively[/member]

We are aware of the issues with the FOG server and apologize for the recent issues.  The server that hosts the FOG forums has experienced a critical hardware failure.  This server is being repaired as we speak and we will get everything stable as soon as possible.

Our IT person will be working on the FOG which will require it to be shut down for a limited amount of time around 1:00 or 2:00 am on the 7th. 

As Festool continues to grow we will continue to make changes to better handle it.  We thank you for  your patience.

Brent

 

[GarryMartin]

Our IT person will be working on the FOG which will require it to be shut down for a limited amount of time around 1:00 or 2:00 am on the 7th. 

Will they also be restoring the photos? If not, can you at least confirm that they will reappear in the future and give us some sort of timescale?

 

[TelcoRandy]

There is only one way - get Shane BACK.

I definitely agree, since Shane left the Festool USA website has not been up to date.  Its still posting the Kapex sale from February and Festool connect that was back in March.

+1 and more...
What about the Festool Sweepstakes not being updated at the beginning of the month 2 months in a row? (At the time I write this it still has no new sweepstakes, just a blank picture where the prize should be).
I haven't seen anyone complain about this but I had to wait a few weeks before being able to register my PDC/BHC because the website simply didn't have the option for those 2 tools.

In my eyes FestoolUSA's online reputation is taking a beating. There weren't issues like these when Shane was representing Festool. Does anyone know why he moved to FestoolProducts.com anyway? Perhaps he should start a new forum!? They're already running their own sweepstakes!

 

[Scott B.]

It's good to step away from the computer sometimes. There's a whole world out there!

 

[Stephen B]

[size=13pt]Thank you Brent for your reply and best wishes as you and the IT person work on these issues.

As they say -
http://dictionary.cambridge.org/dictionary/british/only-time-will-can-tell
[size=10pt]
[member=47173]Brent Shively[/member]

---------

[size=12pt]Thank you everyone else for your reply. It shows you care about the future of this great resource.

It is obvious that Shane is being missed by many here. Some of these issues were beginning to emerge towards the end of his tenure with Festool U.S. Perhaps it was his dedication and a 'wing and a prayer' that was keeping these diminishing IT resources together and working.

Garry discusses the posibility of people 'walking with their feet'. It has been a long time since I have noted numbers in the 'most on line today' statistics over 350-400. However this view is countered by the graph presented by Motown. This graph shows an increase in views until May this year. This severe May drop may be more to do with the warmer weather in the Northern Hemisphere or as Scott says, 'Its good to step away from the computer sometimes'.  [smile] There is also a drop in May 2014.

One final statistic - 15 posts - 9 by non US Citizens/residents.
[size=8pt]
[member=11629]GarryMartin[/member] [member=16308]Motown[/member] [member=13337]Scott Burt[/member]

 

[Scott B.]

I wanted to make sure that I didn't come off as snarky with my comment. FOG is definitely a passionate place, and sometimes it is good to step back and put things in perspective.

I do agree that Shane is difficult to replace. I am sure Festool has found that to be the case. Knowing much of what he did in addition to the FOG, I honestly think it would be difficult for one person to pull it all off. Change is constant for all of us, and somehow we all adapt.

 

[peter halle]

There are many things in play here.  Some Festool corporate and the departure of a valued employee who also embraced the idea of the FOG from the early days, some apparently hardware issues, possibly some are learning curves, and some are just bad timing.  For instance, this last outage came while most of the people involved someway in the technical or able to make the technical happen were traveling and unable to address the latest issues.

Regarding statistics you see on the web - honestly they don't mean much of anything because they are all measured with different parameters.  The FOG definitely has its ebbs and flows.  Hobbyists are more active during the winter months and then have other stuff to do in the warmer months.  Contractors are the same.  Throw in new comers and then the whole equation gets muddled.

Keep doing the outstanding job of helping others as your time permits and others will be there at other times.

Hopefully the issues can be addressed and we can move forward from these issues.

Peter

 

[grbmds]

All websites go through growing pains and upgrade issues. However, if the website is a viable and valuable tool for Festool, then there cannot be periods when all the tech support people who could fix a problem are not available. That's just true all over these days.

 

[deepcreek]

CASE IN POINT -

I was completely locked out of FOG for the past week after changing my email address.  [sad]

Evidently, FOG locks your account until you verify the change by clicking on a confirmation email.  The problem is FOG never sent the confirmation email.  I even tried having the website resend it a half dozen times to no avail.

I also tried the "Contact" form several times to request help from the mods to regain access.  I even tried to contact a moderator through Facebook.

I finally called and spoke with Minnie at Festool USA.  She explained that Brent was out of the country for a week and their IT guy was also unavailable.  Not good.  Not good at all.

Brent finally restored my access today.  Thank you, Brent!!!  [big grin]

I just changed my email at over 100 other websites and didn't have any other problems.  This was crazy!!!

p.s.  My business partner Erich didn't get the memo and tried to change his email on FOG.  He is still locked out. 

 

[semenza]

CASE IN POINT -

I was completely locked out of FOG for the past week after changing my email address.  [sad]

Evidently, FOG locks your account until you verify the change by clicking on a confirmation email.  The problem is FOG never sent the confirmation email.  I even tried having the website resend it a half dozen times to no avail.

I also tried the "Contact" form several times to request help from the mods to regain access.  I even tried to contact a moderator through Facebook.

I finally called and spoke with Minnie at Festool USA.  She explained that Brent was out of the country for a week and their IT guy was also unavailable.  Not good.  Not good at all.

Brent finally restored my access today.  Thank you, Brent!!!  [big grin]

I just changed my email at over 100 other websites and didn't have any other problems.  This was crazy!!!

p.s.  My business partner Erich didn't get the memo and tried to change his email on FOG.  He is still locked out.

    Sorry you had so much trouble. I never received any contacts from you. I too, am being affected by the system problems. Which will hopefully be sorted out soon.

Seth