System Slowness: Updated 9/30

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    Justin

    We've rolled out several application changes today and we're still seeing slowness being caused by the user database. Our engineering team continues to be all hands on deck.

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    Joan Vandergriff

    Hey, Justin. This is really frustrating. A few tools work, which allows us to do some work, but then when we go to save, it just churns away and never completes the save. I've always thought the admin tools were slow, but this is really bad.

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    Carolyn Fahey

    Justin -- I am becoming increasingly frustrated with the frequency of "glitches" with MemberClicks lately.  For at least a month there have been periods where something is not working effectively - I have been on the phone multiple times with support due to problems with embedded form links, system slowness, times when the database has been completely unavailable, have experienced sluggishness when working on contact center messages and articles.  I have always been impressed with the MemberClicks service and a fan of its capabilities, but due to the recent ongoing issues, if someone came to me to ask if I would recommend MemberClicks to them I would not do so at this time.  It is really quite disappointing.

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    Brenda Thornton

    I'm relieved to see that I'm not the only person who is becoming increasingly frustrated with the Memberclicks "system slowness" and "glitches". Every time I send out a big email blast to our members, inviting them to our website to register for an event, I cross my fingers and hope that it won't be a "bad Memberclicks day". Because I don't enjoy getting frustrated phone calls from our members and leadership. I'm a long-time customer and big-time fan, but these frequent problems are really testing my patience!! :(

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    Duncan McCreery

    Joan, Carolyn and Brenda, Thank you for taking the time to post.  These issues are equally frustrating to us, in particular because they appear to be related to application and infrastructure upgrades we put in place in early August.  Please know our team is working exclusively on identifying the cause and we've engaged two third parties to ensure we have fresh eyes on the data and all the expertise available. This is our number one priority.

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    Brenda Thornton

    One suggestion is to stop "rolling out" your system changes during business hours! How about doing your system updates during the overnight, light traffic hours when customers are much less likely to be using the system?

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    Katie Kadas

    I also have to agree with the comments being said regarding, glitches, slowness, and very untimely "system rollouts."  My calls to MemberClicks used to be a lot more frequent, however I have basically thrown in the towel (so to speak) in terms of notifying MemberClicks of these ongoing issues. 

    Thanks and hope it gets better!

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    David Edwards

    I have also grown exceedingly tired of the slowness and glitches. I've had plenty of my members comment on how slow the system generally is -- it is a real productivity killer when the slowing intensifies. From my perspective, MemberClicks works better in theory than in practice. I'm really tired of seeing the "oops" message. This system was supposed to SAVE me time. All the positives are frequently being negated by the quirks. 

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    Duncan McCreery

    To clarify our maintenance schedule, messages that you've seen during business hours have been a result of in-flight updates.  We release planned changes at 5 a.m. Unfortunately, we've had to make a series of changes during the day as a result of the performance issues of late.  You're patience is appreciated as we work through this.  I understand, however, that patience only goes so far and we continue to work towards an expeditious resolution.  

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    Christine Opiela

    Another suggestion is to let us know to expect delays or that you're doing system updates.  I had a call set up where I was going to show committee members features on our website, but couldn't even get to the homepage.  A little warning would have been nice because then I wouldn't have wasted everyone's time.

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    Ross Watkins

    I, too, have had many frustrating days with all the recent "upgrades".  The most frustrating thing about the slowness is that our members get tired of waiting and waiting for a registration form to process only to find out that it didn't go through. Then, they try again, and again, and again, only to find out that their submission never went through . Then, when I try to update pages and forms, and have to constantly log-off and back on again because of lock-ups, it's just crazy to waste all of this time.

    Ross Watkins

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    Jo Anna Davis

    I have been trying to build "buy in" among our staff to integrate MemberClicks throughout our organization.  My comments about MemberClicks are positive to our staff, but they are finding the software to be challenging because of issues like this.  Furthermore, today and tomorrow is our Annual Membership Meeting for ALL of our members.  It has been exceptionally frustrating trying to update payments and complete forms on behalf of members.  We're trying to have strong member buy-in for our members too; this is so important!  We were unable to collect funds and renew our members at our event today because of the amount of time it was taking and being booted off.  I spent a great deal of time today along with hotel staff trying to fix the issue, not knowing it was on MemberClicks end.  Today was the worst day for us to have any glitches. 

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    Mikael Blaisdell

    I submitted an enhancement request due to this afternoon's experience, asking for a system-wide alert message to be displayed when you login to the Admin area.  I discovered this topic by accident later. 

    From the number of comments, I'll bet that Support had a busy day today fielding a bunch of preventable calls. 

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    Richie Ward

    Hi all,

    As Duncan has mentioned previously, the Engineering Team is working diligently to resolve this issue as soon as possible.  I wanted to post a quick notice to let you know that you may notice a temporary interruption this evening as we're working toward a resolution.

    We sincerely apologize the inconvenience this has caused.  We're all hands on deck in Engineering and will ensure this is resolved as soon as possible.

    Thank you,
    Richie Ward
    Director, Product Engineering
    MemberClicks

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    Richie Ward

    Hi all,

    The maintenance has been completed. We're still working through system issues, but the system should be usable and stable at this time. We will continue to post updates as we near a resolution.

    Thank you,
    Richie Ward
    Director, Product Engineering
    MemberClicks

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    Adrienne Bryant

    I'll throw in my support as well. We've only been a customer for a little over a year. Love the product, big fan, and am currently working with several associations in Tallahassee advising them on the benefits of the system. But to echo the sentiment of others, it's getting increasingly difficult to want to recommend without getting that UGH feeling. I know, as I tell everyone, no one system is going to be perfect for everyone, or even meet all of the needs we require. And I feel your pain as a company and staff. Like everyone else, My co-database manager and I are feeling the frustration of the complaints from staff and members these days. You're billed as the Small Staff Solution and to help us make our jobs easier, but right now, I'm not feeling it. I'm not mad, but am hopeful that you can figure out what is going on and implement a long-term solution to the problem and not just band-aids.

    Thanks to all of you for what you do as you are appreciated but I'm going to be bald soon if we can't get back to a decent level of service.
     Thank you.

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    Kirsten Phillips

    We are still experiencing slowness and receiving error messages behind the scenes. I've grown tired of receiving these weekly notifications that there are issues. After seeing a rapid decline in service, we are planning to leave MemberClicks later this fall. We understand no product is perfect, but instead of growing and becoming a better product, MemberClicks continues to get worse. 

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    Paula Chase-Hyman

    I've read all the comments with interest. As some have indicated, I too have been trying to get buy-in from our  membership to use the system more and the slowness is a huge deterrent. My hope is that MemberClicks will resolve these issues soon! It took ALOT of convincing to get our management to let us switch to a more user-friendly database, after having a customized system that was far too sophisticated for our sized organization. MemberClicks offers the user-friendly infrastructure that we need.  There would be serious consequences if we proposed switching again after only a year. But if we're unable to get people to use the system because it's slow and has glitches we won't have a choice.

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    Duncan McCreery

    Update: Several configuration changes to the main database were rolled out late last night, finishing up just after 4 a.m. Eastern.  As you have seen, there have been several bumps this morning as these changes are better tuned.  We'll post another update as we move forward.

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    Anne McKillips

    These glitches are getting to be a real issue.  Our website was down the other day and now accessing data is so slow.  We have a major conference next week and makes me wonder if staying with Memberclicks is the right decision when it is time to look at our contract.  This has been going on entirely too long.  Focus on fixing the issues rather than rolling out upgrades.  Don't roll out upgrades until the glitches are fixed.  

    Memberclicks needs a major overhaul - yes many updates are desperately needed but fix what you have first.  

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    Brett Shankman

    My site appears to be down again.  Not to mention the dramatic slowness with the database and administrative side.  I pushed my agency to join MemberClicks just a few months ago.  Not the auspicious beginning that I had been hoping for. 
    I'm hoping for a very quick resolution to these issues.

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    Carolyn Fahey

    I have continued to have issues this morning with logging in and have had emails from 4 members that are trying to register for our annual meeting in 3 weeks that can't get into the system.  Our numbers are lower than they should be and I can't help but wonder if that is because so may have had issues with registering.  This It is very unfortunate as I was contracted as the new Executive Director of my organization just under 18 months ago and one of the first things that I did was encourage them to implement MemberClicks.  I have a Board of Directors meeting in 3 weeks at which I must recommend changes for next year.  If this doesn't improve I certainly won't recommend that we stay with MemberClicks and I look completely foolish since I was the one that chose this system.  BIG OOPS!  

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    Christine Meert

    Please, Memberclicks team, could you address everybody's frustration? Your reports, Duncan, Richie and Justin, are not really helping. We would like to have HOPE that your continual slowness and glitches of these past months is coming to an end and that Memberclicks will run smoothly form now on as it used to before. It is really frustrating and we have to say that we are also looking elsewhere because of all these glitches. We can't afford to have an off and on business... We need reassurance, we'll give it a try a bit more, but if it doesn't improve, we'll have to leave Memberclicks. We've been with you since the end of 2007, so we know you can do better!

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    Anne McKillips

    After reading over the comments - why would you do an upgrade at 5am or anytime early in the morning.  Upgrades should be announced and planned for weekends or at midnight so you have time to work out the glitches before most users are at their desks trying to work.  An email to your users that a system upgrade is planned for "xx" weekend and the system will be down from midnight to 6am on Friday night makes sense. 

    This is my second comment after speaking to  Justin and becoming even more frustrated - his comments supported by belief that the Memberclicks team has no idea how businesses work.  If they did they would be more responsive.  Like others, I am having more and more trouble selling Memberclicks to our management team.

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    Mark Sedgley

    My name is Mark Sedgley and I am the President of MemberClicks.  The purpose of my communication is to walk through exactly what we are currently experiencing with our product.  Moreover, due to the prolonged and persistent nature of this issue I want to ensure you that I am highly involved and deeply committed to ensuring we are doing everything within our power to resolve the matter.  Earlier this week, on Monday to be specific, we started seeing consistent performance issues.  These issues continue to persist and are related to our Oracle Database Infrastructure.  First, I want you to know that we are doing everything within our power to resolve this matter.  Secondly, I know just how frustrating these types of issues can be.  We take these matters very seriously.  At the moment, we are working continuously with each of our partners to resolve the situation as fast as we possibly can.  Unfortunately, during this time you will see periods of slow performance and or disruption to your service.  Please know these periods are directly related to our teams’ efforts to get these performance issues totally under control.  The type of disruption we are currently experiencing in our system does not allow us to wait for non-peak times to roll out our changes and/or potential solutions to the issue.  The problem we are working with is not cut and dry and will require several iterations to ensure a total restoration of optimal performance.  


    You’ve been incredibly patient.  For that I thank you sincerely.   I also know that your patience only goes so far.  All of us at MemberClicks are working around the clock to ensure your trust and patience is deserved.


    Best Regards,


    -Mark  

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    Annelise Gillespie

    Mark, can we please have an estimate as to when these performance issues will be resolved? 

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    Michele M. Deane

    Just checking in to see if we have an estimated resolution time for these upgrades.  This is quite possibly the worst possible time for us to have our system down as out Annual Conference is beginning on Sunday and I keep getting angry e-mails from folks who are not able to register and are receiving error messages.  At times, I can't even log in to check my own attendance list.  If it's not fixed, or possibly even in worse shape by Sunday, we will be completely ineffective in checking in hundreds of conference attendees.  Not cool.

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    Mark Sedgley

    Annelise,

    Thank you for posing this question and I apologize that I didn't directly speak to this in my previous post.  We are currently working with several Oracle experts and Oracle's top tier support team to deliver a solution.  It absolutely pains me that I can't answer your question with a specific time or date at this point.  However, as we've introduced each of the suggestions from our teams we continue to see incremental progress.  Unfortunately, I don't feel comfortable at this point giving you an ETA for normalized performance.  I know how disruptive that is.  Not to mention just not helpful.  Please be assured every single resource that could contribute to a timely resolution is in play at MemberClicks.  I will continue to update you as we go.   Thank you again for continued patience and understanding.   

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    Mary Schuerman

    My association council has been waiting for upgrades to the website since Monday and I have been unable to accomplish this.   I am having a hard time explaining why technical problems have not been resolved yet.Sounds like a major problem with the system.

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    Dana Murphy-Love

    Mark,

    I appreciate your comments and transparency at this time, however, it really would have been great to know this earlier.  We have a client that has a conference in just over a week and another international client that opened registration for their conference recently.  We are getting very irritating calls from members stating that our registration system is broken.  This is really causing us serious issues with member service.  Our members don't care what the platform is, and that the platform is provided by another vendor.  They are blaming us and we can do nothing but take on the blame, because that's what good member service is about.  I've got a staff now that is also questioning our ability to make good decisions when it comes to products we use for our clients since it is causing them so much headache.  I'm venting here, but I'm very, very, frustrated.  Thanks for listening and I hope this all gets resolved soon.

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