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| XStreetSL Discussion A place to discuss issues related to the XStreetSL site. |
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11-02-2009, 03:05 AM
| #1 (permalink) |
| Member   Join Date: Oct 2009 Location: Italy
Posts: 35
My Mood:  | Don't expect any XStreet sales today! Well, not until I've filed a ticket to them with a copy of the conversation with Live Chat below....  [01:32 AM] Jia: Hello Deckheard Cleanslate, my name is Jia Ontyne. Thank you for contacting Linden Lab Support, how can I help you? [01:32 AM] Deckheard Cleanslate: Hi Jia. The XStreet site is down and I can't access my XStreet accounts or the marketplace. [01:34 AM] Jia: I am sorry Deckheard. Xstreet is a different department and we do not deal any xstreet issue in our department. [01:34 AM] Jia: You can submit a ticket on www.xstreetsl.com. [01:35 AM] Deckheard Cleanslate: But if the site is down how can I? [01:36 AM] Jia: I have successfuly opened the website right now. You should be able to open the webpage as well Deckheard. [01:37 AM] Jia: Then you can click Help at the top of the page and click submit a ticket. [01:38 AM] Deckheard Cleanslate: I'm sorry but I've just tried again at three different XStreet addresses and all I get is the following message: This web page is not available. The web page at null might be temporarily down or it may have moved permanently to a new web address. [01:39 AM] Jia: What Internet browser are you using Deckheard? [01:39 AM] Deckheard Cleanslate: The www.xstreetsl.com address is the same. Just a blank page with the message. [01:39 AM] Deckheard Cleanslate: Google Chrome. [01:40 AM] Jia: Can you please use Mozilla Firefox as your web browser as this is the only supported browser. [01:40 AM] Jia: https://xstreetsl.com/ and then you can try the website again. [01:42 AM] Deckheard Cleanslate: I've just tried Firefox and got the following message: The connection was reset The connection to the server was reset while the page was loading. [01:43 AM] Deckheard Cleanslate: I've just tried the last link you gave me in Firefox and got this message: Unable to connect Firefox can't establish a connection to the server at xstreetsl.com. [01:44 AM] Jia: Can you connect BBC - Homepage for me please? [01:46 AM] Deckheard Cleanslate: Yes. No problem. I have many other sites open right now too including obviously Second Life which is how I entered Live Chat with you. [01:46 AM] Jia: Do you have these websites open using Chrome? Or is it with the Firefox browser? E.g. Are you in this livechat with me, using Chrome? [01:46 AM] Deckheard Cleanslate: I've also just tried Internet Explorer and got the same message. [01:47 AM] Deckheard Cleanslate: I have some in Chrome. Some in Firefox and also some in IE open up now. They all work fine but none of them will access the XStreet site. [01:48 AM] Deckheard Cleanslate: I'm in Live chat with Chrome. [01:48 AM] Jia: Very good answer. Has the problem with Xstreet just started to occurm or has it been a continous problem? [01:50 AM] Jia: Continuous* [01:50 AM] Jia: Occur* [01:50 AM] Deckheard Cleanslate: I've always used Chrome to access XStreet and SL sites withought a problem. It started about an hour ago. [01:51 AM] Deckheard Cleanslate: I always do my accounts at this time in a morning and not been able to today due to the site been down. [01:51 AM] Deckheard Cleanslate: without* [01:53 AM] Jia: This sounds like it is a temporary problem with the Xstreet SL website, unfortunately there is nothing further we can do for the moment with the Xstreet website, but if the problem persists for more than 1 day, we have to advise that you submit a support ticket, on the Second Life website, so that we can escalate it to the Xstreet website developers. [01:53 AM] Deckheard Cleanslate: But it's not just Chrome. Non of the browsers will access Xstreet but they will access Second Life and any other sites. [01:53 AM] Jia: Yes so that means that the issue is at our end, and it should only be a temporary problem. [01:54 AM] Jia: Hense why if the problem persists for more than 24 hours, we have to advise you to submit a support ticket. =) [01:55 AM] Deckheard Cleanslate: But 24 hours is a long time. Couldn't you just call them and mention that millions of people probably can't shop or do their accounts as the site is down? [01:57 AM] Jia: Unfortunately we cannot do that because as technical developers they may require more information that one user can provide, so that they can highlight the exact issue and resolve it more rapidly, which is why the ticketing system is excellent for technical quiries. [01:57 AM] Jia: than* [01:59 AM] Deckheard Cleanslate: The information they need is that the XStreet web site will not open in Firefox, Google Chrome and IE. [02:00 AM] Jia: Yes, and they may ask further questions which is why they need it to be placed within a ticket. These questions I am unaware of because I do not work for that department. [02:02 AM] Deckheard Cleanslate: So, you don't have a direct line or a contact that you could just call to say "Do you know your site is down?" Just to make them aware kind of thing? [02:03 AM] Jia: No we do not, but the problem is not that the site is down, but that it is having an issue with your internet browsers. Which is why we need to have you submit a support ticket via our ticketing system. [02:05 AM] Deckheard Cleanslate: But Jia. It's not a problem with my browser. I've tried all three browsers and it doesn't work with any. [02:05 AM] Deckheard Cleanslate: We already came to the conclusion that it was XStreet side. [02:07 AM] Jia: Yes, it sounds like it is a problem with the xstreet website, running on your system, likely something that may need updating or a badly coded line that the latest browsers you have, are unable to process. I can not give any further help relating to this issue as we are "outworld technical support" where we provide assistance to hardware failures and such that stop the "viewer" from running on a residents computer. The website development side of things, we are unaware of, and for assistance further than what I am able to provide, by the team who maintain the websites, you will need to submit a support ticket. [02:09 AM] Deckheard Cleanslate: Ok. So, what I need to do is wait 24 hours then send a support ticket saying the same as I've just said here? [02:10 AM] Jia: Precisely, so that our technical escalations team/website development team can provide the appropriate support. Is there anything else I may assist with today? [02:11 AM] Deckheard Cleanslate: Ok. I'd like to use a transcript of this conversation to help others understand what they need to do also. I assume that's ok? [02:12 AM] Jia: Yeah that should be fine, if you wish to do so, you could place a brief sentence at the top of the ticket and paste this conversation into it. You can find a copy of this chat in your support history as soon as the chat is ended, this will also provide you with a reference number, that you can mention and any agent will be able to locate the chat via the reference number. [02:13 AM] Deckheard Cleanslate: Cool! Ok, thanks for your time. I hope they get the site fixed soon? Have a nice day. [02:14 AM] Jia: Thank you for contacting us and have a nice day yourself Deckheard. =p |
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11-02-2009, 03:21 AM
| #2 (permalink) |
| Rotisserie/Compulsive       SLU Supporter   
caffienating
Join Date: Mar 2009 Location: 田舎
Posts: 1,863
My Mood:  SLShopper Ads: 10 SL Join Date: 9/29/2007
Business: Apocalips Japan | sorry but it opens for me in IE and Firefox
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11-02-2009, 09:47 AM
| #5 (permalink) |
| BUY TREES MOAR1  
Iz a timeout
Join Date: Jun 2007 Location: Alabama
Posts: 4,820
My Mood:  SLShopper Ads: 2 SL Join Date: November, 2003
Business: Fate Gardens Flowers and Trees | Second Life: Your World, Not Our Job
__________________ But of bliss and glad life there is little to be said, before it ends; as works fair and wonderful, while still they endure for eyes to see, are their own record, and only when they are in peril or broken for ever do they pass into song. - Quenta Silmarillion Please Visit Our Gardens and Our Website |
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11-02-2009, 09:52 AM
| #6 (permalink) | |
| Backroom Bureaucrat 
Is it wicked not to care?
| Quote:
__________________ - - "It is the paramount duty of governments and of politicians to secure the wellbeing of the community under the case in the present, and not to run risks overmuch for the future" - JM Keynes | |
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11-02-2009, 09:53 AM
| #7 (permalink) | |
| Hive Mind Director  forum overlord  Join Date: Jun 2007 Location: Miami, FL
Posts: 10,809
My Mood:  SLShopper Ads: 4 SL Join Date: Dec 2002
Business: ANOmations Blog Entries: 16 XBOX Leaderboard: 22nd       | Firefox is the only supported browser?
__________________ "At least he died doing what he loved most - blogging on the Huffington Post" - 30 Rock
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11-02-2009, 10:18 AM
| #8 (permalink) |
| Member Join Date: Oct 2009 Location: Italy
Posts: 35
My Mood: | 9 hours later... Now the Second Life site has gone down! Just to be sure it wasn't my end I tried it in Firefox, Chrome and IE on both my pc's then went to my friends down the road and it's the same from there too. What's going on!? The pages are all over the place and the widgets aren't loading. Edited to add: I knew if I posted this it would right itself! lmao Last edited by Deckheard Cleanslate; 11-02-2009 at 10:23 AM. |
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11-02-2009, 10:20 AM
| #10 (permalink) |
| dorkasaurus SLU Supporter 
same as the old me
Join Date: Mar 2008 Location: N.E. United States
Posts: 1,587
My Mood:  SLShopper Ads: 3 SL Join Date: Nov 2007
Business: Madhu's Cafe Blog Entries: 3 | The SL site is not down. And when you thought the XstreetSL site was down, the support guy you talked to had no trouble getting to it. I fear the problem is at your end. Are you and your friend on the same ISP? Maybe something is wrong with a DNS you both are using.
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11-02-2009, 10:33 PM
| #12 (permalink) |
| Member 
Uploading, building, selling,
shopping.
Join Date: Oct 2009 Location: Under the Big Top
Posts: 87
My Mood: SLShopper Ads: 4 SL Join Date: Dec. 2008
Business: Just4yucks SL | Most major ISPs are "multi-homed" - that is they have connections to more than one backbone provider. So if one of their backbone connections goes down, they can route all traffic to the surviving backbone. Traffic may slow down until the broken backbone is back up, but it's a lot better than a complete outage. The fact that you were able to get to other websites suggests that your ISP still had connectivity - but it's possible that their backbone connection that carried their XSL traffic was down for a while. It could even have been one of the routers within your ISP's internal network that failed. That could explain the fact that they couldn't seem to route your XSL traffic around whatever roadblock had occurred. International routing is a very complicated situation.  Also remember that until a few months ago XStreet and SL were separate companies. Just because they share ownership now does not mean that they are housed in the same datacenter - or share help desks.
__________________ Just4yucks - Funny T-Shirts and Stuff! In SL: Main Store - Tikka In RL: Just4yucks Website |
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11-02-2009, 11:07 PM
| #13 (permalink) | |
| Member
Watching no see'ums
Join Date: Sep 2009
Posts: 77
My Mood:  | Quote:
Real-time Web Monitor | |
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11-21-2009, 01:18 PM
| #14 (permalink) | |
| Member  Join Date: Sep 2007
Posts: 32
| Quote:
...back on topic... I can't get in either. Tried Safari and Firefox -- no error, it just times out eventually. (I'm in the UK).
__________________ Textures, prefabs, more textures.... http://www.templarcreations.com Templar Creations Main Store (SLURL) XstreetSL Merchant Page | |
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