Browser is unable to load the page upon logging in

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  • Problem
  • Updated 9 years ago
  • Solved
We seemed to be having some issue this morning with Hexawise.

The calculation in Create Tests is taking too long to complete. One of the users here actually left the calculations yesterday and still it hasn’t completed when he came in early this morning. They’re using a small set of tests. It only has 2 parameters, one parameter with 2 values and one parameter with 4 values. However, later in the morning it seemed to have resumed back to normal.

After that we noticed another problem that some users reported that they are not able to load the page properly upon logging in to Hexawise. They can only see the loading page message.

Some users encountered this warning message regarding known bug in IE7. Here is the details from Microsoft, http://support.microsoft.com/kb/92791...

Some users encountered the IE7 Warning but the dialog box is just blank page. I also encountered this blank page. The workaround for me is to refresh the page, and it seemed to render the page correctly. Other users however, are not able to load the page totally.
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Ed

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Posted 9 years ago

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Justin Hunter, Hexawise Founder, Founder and CEO

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Ed,

Thank your for your continued feedback. We'll try to address this soon. If there is a user who is unable to refresh their browser and see the notification message properly, can you please have them visit http://supportdetails.com/ and post those details and/or email Sean directly with those details? I'll reach out to you by email to ensure you have Sean's email address.

Incidentally, we'll be putting a significant upgrade to the test generation algorithm into production on your company's Hexawise instance soon; it will show a "percent complete" update as calculations are being made. The calculation you're describing would always be calculated within a small fraction of a second. It sounds like it the calculation was never started (even though it sounds like it should have been). With the percentage complete updater that you'll see within a few weeks when you click on "Create Tests", it will be easy to see progress being made and - if for any reason progress becomes frozen on a specific percentage number for a suspiciously long time - it will be easy for a user to spot that issue more clearly than they can now and solve it by starting the computation again by simply refreshing their browser.

Thanks again.

- Justin
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Sean Johnson, CTO

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Official Response
Ed,

Thanks for reporting these issues. From the set of different things you reported it sees like you and your group experienced the side effect of an upgrade that was happening. The upgrade resulted in some libraries being temporarily out of sync as the upgrade processed and propagated, so there was a small window of time where you would have seen some of these issues. Hopefully they were resolved quickly and you aren't seeing any of them anymore. Let us know if this is not the case.

2 other quick points:

As Justin pointed out, you should never need to wait overnight for Hexawise test generation. Even a truly huge job is on the order of 5, 10 or 15 minutes. If you have a job that's just not coming back after that time then it's not actually computing away for you. Feel free to refresh or hit the back button and attempt it again. Also, as Justin mentioned, In the next day or two we'll be rolling out a better calculating prompt that keeps you informed of how much there is to compute and how much is left. This will of course be much better and will solve this kind of problem for you.

1 last point, the IE7 warning message you saw (at least the proper one, with text in it) is just that, a warning that says while we support IE 7, we don't recommend it, and it explains an issue you may occasionally run into when using it. (You can continue to use IE 7 and tell the dialog to go away forever if you need to). Of course if you or anyone in your group continues to see the warning with no text in it, please let me know!

Thanks,
Sean
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Ed

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Sean,
The users who reported to me about this are now able to access and work on Hexawise. Thanks for addressing it quickly.

May I make a suggestion regarding upgrade and maintenance window that if possible to have an announcement so that everyone is informed that some upcoming changes will occur in the environment. Users can work around the schedule, if needed rather than see something broken and just be left wondering.

Those users who experienced the long calculations are actually new users so they’re not aware of the order of the job. I was only informed about their issue the following day. Anyway I have informed them about it, and will try to disseminate this information to other new users.

As for the IE version. The company is very strict about softwares that we use (including browsers) and we have a workstation standards and policy that needs to be complied wtih. So it’s not a luxury or something that we can install right away on company owned PCs. There’s an approval process involved and we need to clear if first before installing or upgrading a software.

I experience the IE warning with the blank page for a few seconds then it redirects me to the Hexawise loading page then it seems to hang at this point. But when I refresh the page, it renders the page correctly and I can continue working. This unusual behavior happens only on initial loading of the browser instance. Anyway, I’m using Firefox, and I’m not seeing those unusual behavior in Firefox.

Thanks.
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Sean Johnson, CTO

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Ed,

Very good suggestion, and we certainly would have announced the upgrade/maintenance it if we expected there would be any down time or issues. As a general rule our upgrades are smooth and very fast (10-30 seconds) and we do them a couple times a week. So it's not necessary to announce all of them. Rest assured, if there is any planned downtime or what we perceive to be a risk for a period of instability, we'll have an announcement with some advanced warning.

We understand the strictness on company owned PCs. The IE 7 warning is just there as a heads up to let users know that if they can change browsers they should, or if there is a process they need to initiate to change browsers, they should initiate it, but in the interim, or if they can't change, using IE 7 is fine and is supported. The dialog just makes the user aware of a potential issue they may see on occasion.

What we do need to resolve is the issue with the IE warning. The dialog being momentarily blank on a slower connection to the Hexawise cloud is not surprising to me as the dialog loads its contents via an AJAX call, so on slower connections, the dialog may display blank at first and then fill in the content when the response comes back. But you are saying it then redirects to the Hexawise loading page. That's really odd. We haven't seen that. I'll try to recreate that scenario.

Thanks,
Sean