Duplicate Lead Notifications + Notification Downtime (RESOLVED)

Along with the rollout of the new lead inbox came a full data and architecture migration and once deployed, we noticed a bug that caused some vendors to receive duplicate leads notifications despite countless hours of QA and code review on staging prior to deploying where this issue did not surface.

In order to resolve the issue, we have disabled lead notifications for the next 36-hours to ensure that impacted companies will not continue getting spammed.

We apologize for any frustration this may have caused and appreciate your patience while we work to diagnose and resolve the issue as quickly as possible and get the patch live on production.

Current Status: RESOLVED, Lead notifications are back online as of 10pm PST Monday September 20, 2021 in the new system View announcement

View the full update




How do I know if we receive a new lead while lead notifications are disabled this week?

To make sure that you do not miss any leads this week while notifications are turned off, we recommend checking your dashboard once a day

When will notifications be turned back on?

We will send a followup as soon as notifications will be re-enabled but we hope to have them live by the end of the week

Will I still receive lead notifications?

No, lead notifications have been disabled while we work to implement a notification audit log that we will be monitoring closely throughout the week to try to identify, diagnose, reproduce and resolve the issue around duplicate notification emails. View announcement

Review form translation pages (RESOLVED)

It has been brought to our attention that there is an issue with the new translation feature on the review form and that we are working to resolve.  Please note that this issue only appears to be impacting the review form and all other translated pages throughout the site are operational.

  • Status: Under investigation (this post will be updated as soon as a resolution has been reached)
  • Timeline: Resolved
  • Related to: 🇧🇯 HTR is now available in four new languages!
  • Impact: The english version of the review form is working and browsers like Chrome that have built in translation will be able to auto translate.  The only impact is to users who try to toggle to a different language on the review form.



Site routing issue

It has been brought to our attention that some users may be experiencing a site routing issue.  HTR's hosting provider had an issue this morning that overwrote our DNS settings and was quickly resolved but may take up to 24-hours to propagate.

The issue has been resolved but we appreciate your patience as it may take up to 24-hours for some users to be able to access the site without the error message.

Duplicate Lead Notifications (RESOLVED)

Several vendors reported an issue receiving several duplicate lead notification emails.

These reports all came in within an hour of eachother and appear to be due to a backed up queue and we believe this is an isolated incident but the issue is still under investigation.

This issue should not occur again but if it does please report it to HTR via the on site live chat so we can further investigate the matter.

Apologies for any confusion or frustration that this may have caused 🙏



(RESOLVED) Site Performance Issues

We are currently experiencing performance issues due to unprecedented site usage.

  • Reported: Wednesday December 9, 2020
  • Status: Error Message Issue Resolved (Actively Monitoring CPU performance), Site may still be loading slow for some users (actively working on a fix)


📣 Updates

  • DB has been migrated to larger 2XL dedicated server
  • CPU usage levels are in a healthy range and we are monitoring them closely
  • Site performance issues have been resolved
  • Data Impact: Data should still have been captured properly for things like reviews and partner recommendations even if the user encountered an error message upon pressing the 'submit' button.  If you would like HTR to manually investigate specific user contributions please reach out via the live chat and we are happy to investigate and confirm their submissions once you are able to provide the emails of the users in question

💡Issue Detail

We have increased server capacity which should temporarily resolve most issues and server capacity is now in healthy levels (see below) so the site should be back online but you may experience intermittent slow load times while we implement a more permanent fix.

We apologize for the inconvenience and are working diligently to resolve this issue ASAP.  Please note that data is still being captured and stored properly including reviews, partner recommendations and integrations despite lag or error messages users may encounter.


(RESOLVED) Fast Add Integrations Duplicates

Recently we rolled out the New Integrations Experience with fast add flows for integrations.

Recently with companies listing exponentially more integrations all at the same time, our infrastructure has been overloaded leading to some integrations being duplicated.

We are investigating the issue and will keep this ticket updated with latest status as we identify the problem and implement a solution.

  • Reported: Thursday December 3, 2020
  • Status: RESOLVED
  • Resolved:  12/6/20

Thanks to our 🐛 bug hunter of the day Sara @ Mews! 

If you notice any legacy duplicates please reach out via the live chat.

Partial Reviews Displaying in Review Manager

As a way to monitor review form conversion and make sure we capture as much content as possible in the event of a reviewer having an issue with the review form we capture partial review content.

This is solely for internal monitoring purposes as these reviews cannot be published since they are (a) incomplete and (b) lack verification and approval from the user (since they did not finish the form and submit their review).

Last week when we rolled out a performance improvement to the automated review manager some partial reviews appeared as 'pending' reviews.

This issue should now be resolved but please feel free to reach out with any questions or if you are still seeing a partial review in your vendor dashboard.

We apologize for any confusion this may have caused.

Review Form Final Step Error (RESOLVED)

Last night several users reported that the final submission step on the review form was returning an error for some users.

We have investigated the issue and found the cause which was recent performance improvements that were rolled out to the review manager which introduced the issue for organic reviews.

  • 🚩  Issue reported: October 6, 2020 @ 2am PST
  • ✅  Issue resolved: October 6, 2020 @ 9am PST

NO IMPACT TO REVIEWS LEFT THAT ENCOUNTERED THE BUG

Any users that left reviews would have already completed their review (since it was only on step 3, the final submission step) and therefore their review will be published and won't be impacted.

Some Awards Participants Missing Review Manager Access (RESOLVED)

Any non-members registered in the 2021 HotelTechAwards will have 30-days of unlimited access to run unlimited campaigns (to unlimited users).

This is a new benefit for 2021 HotelTechAwards participants and gets automatically unlocked based on registration.  

  • 🐞BUG: It has been brought to our attention that the review manager tab is unlocked, but the clients tab (where you upload users) and the templates tab (where you customize your templates) are not unlocked for awards participants
  • 🚨STATUS: Our team is working on a fix for this bug (Expected/target resolution: Wednesday September 9 @ 11am PST)

HELP FOR COMPANIES IMPACTED: All non-members will get an additional week added to their 30-days access extending their access from September 30th to October 7th)

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