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Some technical woes and some humble pie

by on June 15, 2015

So I’ll be the first to admit that the last week hasn’t been our greatest.

Firstly and most sincerely: as a team we are sorry for the inconvenience in the last week. We pride ourselves on our devotion to customer service and we feel we’ve fallen short.

I want to take a little time to go over – in non-technical detail – the two separate issues we experienced this week that caused so much disruption to you our customers.

The issue that caused problems on Monday to Wednesday was related to our ageing LDAP server. This is the part of the site software that manages the log-in elements. It became overloaded and caused us downtime on three successive days. We have put plans in place to mitigate some of these issues and are still working on it. Full report to follow.

The separate issue that caused us downtime over the weekend was related to a domain name record – please bear with us on this as we’re still investigating the root cause. The problem wasn’t related to the core site software but rather the domain name record that points the planningportal.gov.uk URL at our servers.

We had some difficulty getting technical support from the third-party supplier which manages this service.

For the record this was not IBM, our current technical supplier, who worked tirelessly to help our own technical team resolve the issue. Our thanks.

The site URL issue was resolved early Sunday evening.

Once again: we are very sorry for the disruption and the inconvenience this caused.

We will shortly be re-launching the Planning Portal on a new infrastructure and can look forward to  greater stability and scalability.

We are truly excited about what’s coming in the months ahead and hope you’ll keep the faith.

From → Technical news

3 Comments
  1. Robert Hodgkiss permalink

    ‘…and can look forward to greater stability and scalability…’

    Could hardly be less stability! L

    ‘…We are truly excited about what’s coming in coming months …’

    I’m not! L

    Regards Robert

    the drawing board (uk) limited

    Description: Description: Description: RICS Logo

    Robert W Hodgkiss MRICS MB Eng

    Chartered Surveyor

    Lychgate House

    Church Street

    Long Preston

    Skipton

    BD23 4NJ

    Tel No: (01729) 840777

    Mob No: 0770 921 4450

    e-mail: roberthodgkiss@btinternet.com

    Regulated by RICS

  2. Dennington permalink

    “We had some difficulty getting technical support from the third-party supplier which manages this service.”
    They should be fired then. A technical support service that fails to provide the support when it is desperately needed is plainly no use to the Portal, to its users, or to its own technical team. And the Portal is too important for too many people to put up with inadequate service for which its supplier is presumably being well paid.

    “The site URL issue was resolved early Sunday evening”.
    “Allegedly”, as Ian Hislop is fond of saying ? !
    Here “on the ground” Portal access was still unavailable after midnight on Sunday.(Windows suggested that OUR server was down, but in fact we could open any other website we tested.)
    I tried to access the Portal repeatedly over the entire weekend with no joy, with the repeated response “The requested page cannot be displayed”.

    “We will shortly be re-launching the Planning Portal on a new infrastructure and can look forward to greater stability and scalability.”
    That is excellent news. Great power to your elbow and good luck with it.

  3. Ross Simpson permalink

    It’s not your fault Gang.
    Not one of us is perfect.
    Even my buildings tend to lean to one side after a couple of years. !!!!

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