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"Where are my Analytics?" and "Where did these work orders come from?"

April 3, 2012 General, Version Updates Mark

“Where are my Analytics?” and “Where did these work orders come from?”

We’ve been hearing these questions often. Here are the answers.

Waiting for Ascend Analytics:

Over the last several weeks it’s been taking longer and longer for the previous day’s numbers to appear on Analytics. Most recently it was taking until well into the afternoon. The short explanation is our systems were overwhelmed with the amount of data to process every night. Not only do we have the Analtyics numbers to process, but we’re also handling the growing volume of eCommerce exports to SmartEtailing websites and Trek product registrations.

We apologize for this situation. We know that many of you look at Analytics the first thing every morning to see how your business is performing. Our standard is to have Ascend Analytics updated every day by 7:00am Central Time, 8:00am Eastern Time. We have taken immediate steps to return to this standard. This morning, the update was complete by 6:40am Eastern Time. We will continue to streamline our overnight processing to make sure this continues for now and in the future.

Reappearing Work Orders:

Since upgrading to Ascend Version 2.3, many of you have called to tell us that finished work orders reappeared.  Here’s what happened.  With Version 2.2 a bug was introduced.  Work orders that were paid in full but not marked complete stopped showing up on the Work Orders Due screen.  We fixed the bug in Version 2.3.  So when you upgrade, any work orders that you didn’t mark as complete while running Version 2.2 will reappear.  To get rid of them, all you need to do is to open them and mark them as complete.  If you need assistance with this, contact the Ascend Support Team.

Credit Card Processing Outage:

One final note:  Our support line was flooded Sunday afternoon when many of you couldn’t process credit card charges.  A technical problem affecting the entire Visa network stopped many people around the United States from using their credit and debit cards for about 45 minutes on Sunday from 2:40 p.m. to 3:20 p.m Eastern Time.

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