I contacted support and requested that our data during the outage be restored. The problem is, we’re getting new tickets which continues with the ticket number that was the first ticket created this morning. This could lead to tickets with duplicate numbers.
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FWIW, I did a lot of work late last night and can confirm it all appears to be intact. I’m not a morning person, so wasn’t even aware of an issue until the last half hour or so when syncro became unresponsive and timed out a few times while I was trying to update tickets.
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After syncro timed out a few times while I was trying to update tickets over the past 30-60 minutes, my first stop was to check the syncro status page at https://www.syncrostatus.com. Why does it say “Operating Normally” with no issues reported on today’s date, 4/13, when there clearly have been issues all morning.
Is your monitoring system automated (and in need of some adjustments to make it reflect accurate info) or is it updated manually? And why aren’t you updating it manually to reflect accurate info?
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System has been back up for a couple of hours now, so 30-60 ago is technically operating normally. The history below the status shows the outage.
That is not what I’m inferring here. All I’m saying is - if you experienced issues from the migration - tech support needs to know so that we can monitor the situation and continue to provide you with updates. Technical Support is where you can get the best information regarding specific issues your business(es) may have experienced or continue to experience.
Thanks for the communication. We look forward to hearing the post mortem issues and solutions. Syncro has been great about being clear on the problems it faces and I think that leads to a great stable product. We all continue to learn how to improve our processes and I really appreciate the visibility y’all provide.
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We also believe that some of our client machines may have had Windows updates pushed out today (overnight) where we had explicitly blocked updates via Syncro. Has anyone also experienced this?
So what you are inferring is that any lost data is essentially… “LOST”…
I see no other way to interpret this statement…
I have not lost any customer data in 20+ years of IT… None!
It didn’t occur to your team that they should have taken a backup prior to rolling back?
I’m actually lost for words… Astonished!
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No - that is incorrect. What I am saying, literally, is to contact technical support to get a ticket opened.
Ok, so now I have absolutely no choice but to simply ask the question directly, leaving no room for ambiguity…
Will it be possible to recover the lost data ? YES / NO ?
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Hi Andy, I know this is a frustrating time and you would like to know all the answers right away- but we are not at that point where they can be provided yet.
We will have further information for you soon. The next step for you will be to submit a ticket for us if you have any data loss or further issues due to the update.
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Hi Alexandra.
Thanks for your reply, which is at least a little less ambiguous than previous answers, although somewhat disappointing.
I’ll have to speak to my users to see how many of them have already manually replicated their tickets.
However a word of advise… When the stuff hits the fan such that it has in this case, it is incredibly important that you are up front with people right from the start, as that can indeed help to prevent the frustrations and also manage expectations better.
Thanks again… Andy.
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We definitely have some takeaways for the future, we do value being upfront and communicating as quickly as possible. We also want to make sure that information is solid when we do deliver it so I greatly appreciate your patience while we get that prepared.
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This has not been typical of the past. I am hoping Syncro makes a concerted effort to communicate better. This has been one of the major failings of Syncro. Examples: The weekly learning events have been cut off without any notification. We have had little news about updates and what you are working on since November. The user feature requests that were once a frequent monthly event, have stopped not been heard of for a while.
I do really like Syncro. It checks off the majority of the need boxes we have at a great price.
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Feedback like this is important, thank you for taking the time to outline it. I know some of these points have been mentioned by others as well so it is something that is valued by this community and we’re seeing that.
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