Community platform bugs, issues and suggestions

[Martin-O2]

Hey everyone, 

This topic is a place where we will keep the community updated about the status of any issues or bugs affecting the community platform that we are aware of and have reported. We will keep an up to date tracker of what the issue is, when it was first reported, the current status and the latest update. This will enable you to easily check if something you've noticed has already been flagged. 

How do I report a new issue or bug I've encountered on the community? 

We would like you to use this topic to report any new bugs or issues that you come across so we can add them to the tracker. To do this simply report the issue in the comments and tag in the community team so we can update the top post with any new issues. Please include as much detail as possible when reporting a new issue and where possible include the following: 

• The Date and time you first noticed the issue 
• A detailed description of what the issue is and how it's affecting your user experience 
• If applicable include the URL of where you encountered the issue 
• The web browser and operating system you are using 
• If applicable a screenshot of the issue 

The above information will help us and the support team properly identify the issue and get working on a fix. 

How do I check the status of an issue that has been reported? 

At the bottom of this post you will see a list of all the active and recently resolved issues. The current status of the issue, along with the most recent update with be shown there. If you have a new question or more information about an open issue please post it in the comments of this topic. 

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You can also use this topic to make requests or suggestions for new features or changes to how the community platform works! Please bear in mind that making changes can often take time and some requests won't be possible for various reasons but that said we would really appreciate your insights on how to improve the community interface and will aim to implement changes where possible. We will track any suggestions below the issues. 

Thanks for your patience while we work the outstanding issues and for your help reporting and testing. 

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Issue: Your own posts showing in the unread message page

Date reported : 26/08/21

Status: Bug identified and waiting on a fix 

Latest update: 20/04/22 - The engineering team are currently working on a resolution to the bug causing this issue. 

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Issue: Unread posts taking you to the OP and not the unread post

Date reported : 26/08/21

Status: Bug identified and waiting on a fix 

Latest update: 20/04/22 - The engineering team are currently working on a resolution to the bug causing this issue. 

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Issue: Customer survey pop-up frequency and drop to bottom of the webpage

Date reported: 04/01/22

Status: Cause of the issue identified and waiting on a fix 

Latest update: 15/03/22 - The engineering team are currently working on a resolution to the bug causing this issue

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Issue: Post flooding error message when attempting to post some messages

Date reported: 13/04/22

Status: Resolved 

Latest update: 26/05/22 - A bug fix update has been deployed and the issue has been resolved. 

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Issue: Add video button not appearing 

Date reported: 20/04/22

Status: Cause of the issue in being researched 

Latest update: 19/05/22 - The cause of this issue is still being investigated   

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Issue: Security check message when logging into the community 

Date reported: 06/05/22

Status: Resolved

Latest update: 08/09/22 - The security check message will no longer appear when logging into the community. 

[pgn]

Well, whatever it is that is causing it comes with the odd DOS effect:

So whilst it may not be the Forum per se, there's definitely some weirdness at play - and if I have to log in and happen to be on o e of the aforementioned topics, well, it takes up to 2 or 3 minutes to complete sign-on and bring me back to whatever page I was on in that topic. Something is rotten in the state of Khoros somewhere with these ones (all others, with the usual query, a few answers, and perhaps a Solution, are zippy enough.

[Kei-M_O2]

Sorry @pgn I somehow missed this one yesterday.

Yes, I've seen this type of behaviour before across different communities on Khoros that when threads are above a certain level that performance does seem to drag. I'll raise a ticket with Khoros.

Thanks,

[pgn]

Thanks, @Kei-M_O2 - good luck getting Khoros to reveal the answer 👍🏼

[Cleoriff]

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@pgn wrote:

Thanks, @Kei-M_O2 - good luck getting Khoros to reveal the answer 👍🏼

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Khoros reveal the answer?! That will be a first!

They have never been able to reveal the answer for the pop ups, so will, of  course, go for the easy option of using the chainsaw!

[Kei-M_O2]

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@pgn wrote:

Well, whatever it is that is causing it comes with the odd DOS effect:

So whilst it may not be the Forum per se, there's definitely some weirdness at play - and if I have to log in and happen to be on o e of the aforementioned topics, well, it takes up to 2 or 3 minutes to complete sign-on and bring me back to whatever page I was on in that topic. Something is rotten in the state of Khoros somewhere with these ones (all others, with the usual query, a few answers, and perhaps a Solution, are zippy enough.

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@pgn would it be possible to generate a .har file for us? I don't know if it'll allow you to attach but let's give it a try 🙂

Chrome

1. Go to the page where you are experiencing the issue.
2. Open the Chrome menu bar and go to More Tools > Developer Tools.
3. In the developer console that displays on the bottom of your screen, click the Network tab.
4. Click the checkbox next to Preserve log.
5. Now, reproduce the issue you are experiencing.
6. After you've reproduce the issue, right-click on any of the events that were captured and click Save all as HAR with Content.

Firefox

1. Go to the page where you are experiencing the issue.
2. Open your Firefox menu bar and go to Developer > Network.  (On Mac use: Tools > Web Developer > Network)
3. Now, reproduce the issue you are experiencing.
4. After you've reproduce the issue, right-click on any of the events that were captured and click Save All As HAR.

Microsoft Edge

1. Go to the page where you are experiencing the issue.
2. Open the Microsoft Edge developer console under Options > More Tools > Developer Tools.
3. Now, reproduce the issue you are experiencing.
4. After you've reproduce the issue, right-click on any of the events that were captured and click Save all as HAR with Content.

Thanks,

[pgn]

Gladly, @Kei-M_O2 - alas no laptop here atm so will do it at the end of the week when I get a chance to follow your instructions away from the mobile phone, thank you 👍🏼

[pgn]

OK, in Chrome on Win10 laptop, accessing Word Association thread, a .har file of 68MB...

Check your PM's, @Kei-M_O2.

[jonsie]

Word, virtual lounge both hang when opening for me as do any of the threads with multi pages

[pgn]

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@jonsie wrote:

Word, virtual lounge both hang when opening for me as do any of the threads with multi pages

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Virtual lounge and the What are you listening to do it for me as well, click, go make a cuppa, come back, maybe...

[jonsie]

I'm just surprised no one else has this issue

One of the reasons I don't usually participate in such threads

This for me on a laptop using Edge as my preferred browser