Steps taken last week to optimize the code for TRAX platform and improvements to the infrastructure last night have resolved the incident of slowness when navigating from one web page to another. Thank you for your patience as the team worked to resolve the issue.
Posted Apr 18, 2016 - 13:04 EDT
Update
The servers supporting the TRAX Platform will undergo a brief maintenance, Sunday, April 17, 2016. Clients that are logged in between 10:00 PM EST and 10:30 PM EST may not be able to access TRAX Platform during this timeframe. The progress of the maintenance will be updated on this site.
Posted Apr 16, 2016 - 20:12 EDT
Update
We are continuing to monitor this incident from earlier in the week. We have not noted or received support tickets for slowness when accessing the TRAX Platform. Clients have been able to navigate from page to page as expected without delays on their sites. As always, if you have any issues with your site please contact us at 1-800-975-8729 and the Client Support team would be happy to assist you. Thank you for your continued patience.
Posted Apr 14, 2016 - 15:50 EDT
Monitoring
Code optimizations and performance improvements made to the TRAX Platform overnight resulted in web pages for your site loading within expected performance levels today, even during peak load times. The Infrastructure team will continue to monitor this incident through next week to ensure all possible variables are evaluated and resolved.
As always, if you have any issues with your site please contact us at 1-800-975-8729 and the Client Support team would be happy to assist you. Thank you for your continued patience while many teams were involved to deliver you the best possible care during this incident.
Posted Apr 12, 2016 - 17:52 EDT
Identified
Last night the infrastructure team identified some causes why web pages were loading slowly within the TRAX Platform. Overnight the team worked with our hosting provider on our database servers. Administrators did not experience any delays or downtime while this work was performed.
We are still advising today during peak times 11:00 AM EST – 3:30 PM EST you and your customers may experience delays navigating from page to page while what has been identified is tested. We understand our apologies are not helping you manage the impact this issue is having you on your business, but we are working as quickly as possible to get back to the performance and reliability you expect from our application.
Posted Apr 12, 2016 - 11:02 EDT
Update
Good Afternoon TRAXER's, Thank you for your patience while our Infrastructure team has been working on identifying the cause for the current incident. We understand the slowness in navigating from one web page to another is intermittent and during peak hours can last longer than 20 seconds. We apologize that this incident is also causing stress for your customers that are trying to place orders. We will update this site as information becomes available from our Infrastructure team that will continue to work through the night.
Posted Apr 11, 2016 - 17:28 EDT
Investigating
The TRAX Platform is currently experiencing degraded performance when our clients are navigating between web pages on their site. Some clients are experiencing 10 - 20 seconds in delay. The Infrastructure team continues to investigate the issue. Please continue to check back for updates as they become available.