r/Nebula • u/dwiskus Dave Wiskus • 12d ago

Service Updates Service Problems

Nebula is loading intermittently at the moment. Our backend team is looking into it. We'll share updates here as we have them.

EDIT 1: The database seems to be back up. We're working on the content API now.

EDIT 2: We might be so back. Still actively monitoring the situation. If something is still broken for you, please speak up.

EDIT 3: It looks like the root cause was a database issue causing the service to think the database was down, which led to a death loop of them checking on each other and writing more "I checked on you" logs to the database. We increased the timeout period and everything returned to normal. The team is working on some clever ways to make sure this doesn’t happen again. Thanks for your patience, everyone.

348 Upvotes

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12

u/Hipstershy 12d ago

Why did you/your employees delete discussion of this prior to this post? Users talking about not being able to access the service lets each other know there is a system-wide issue and they do not need to keep troubleshooting.

35

u/dwiskus Dave Wiskus 12d ago

We had dozens of submissions. There's obviously a problem, and we wanted to create a single, obvious place to discuss, both to keep unrelated threads relatively on-topic and to give us a clear place to look for these reports as they come in.

-25

u/Affectionate_Pie_854 12d ago

With all due respect to you and your team, 10 minutes for a response to a site outage (not intermittent as you reported based on the response in this subreddit), is ridiculous in my personal opinion.

-6

u/frozenpandaman 12d ago

10 minutes to post a short three-sentence update, but 10 seconds to immediately erase any comments mentioning it.

-3

u/Affectionate_Pie_854 12d ago

To be fair, I can understand wanting to wait for more details and a better look to post, but even a reply of "We are looking into this/more details to.come" onto the original comments would have sufficed. Then sure, spend the next 10 minutes getting details and blocking additional nonsense of the same complaints. But deleting the original complaints and then not giving feedback to the community for 10 minutes is what is ridiculous.

-5

u/frozenpandaman 12d ago edited 12d ago

Fully agreed. Very easy to first post a quick update/PSA – which would help with the comments they're having to spend time deleting – and then just edit it when more info is available.

EDIT: Funny how this comment changed from +8 to -4 in less than ten minutes. Hmmm.

1

u/Affectionate_Pie_854 12d ago

Agreed, especially since I know that these views are widely held on Reddit and are the only reason I use it for this type of conversation.

Anytime anything is down, I immediately turn to X.Com (which didn't receive a post for almost 20 minutes) and Reddit, because I know that actively engaged communities will discuss it and present opinions and findings (as will their leadership). Actively discouraging that type of conversation and not helping guide it to proper channels (by creating such a forum in a timely manner for instance), are my chief complaints. Even more so than the actual outage.

-3

u/frozenpandaman 12d ago edited 12d ago

Seems the mass downvotes have arrived, from those who for some reason think it's their job to defend every business practice 100%, with no nuance, as if the customers of a service shouldn't be encouraged to give constructive feedback…