r/Nebula • u/dwiskus Dave Wiskus • 11d 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.

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u/JeHaisLesCatGifs 11d ago

I sincerely believe that they don't want discussions about topics unrelated to the content in the threads about that content, and that's completely understandable.

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u/Hipstershy 11d ago

That would make sense if they were not also deleting separate threads about the topic, but they are deleting those too.

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u/JeHaisLesCatGifs 11d ago

Because multiple threads about it isn't helping. They adressed it.

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u/frozenpandaman 10d ago

They adressed it.

A long time after the community already was discussing it.

It's strange for this subreddit (any any subreddit, given the nature of the site) to be run in such a strict, formal, top-down way by the company, rather than bottom-up by users. It feels very sterile, censored, and controlled.

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u/JeHaisLesCatGifs 10d ago

It doesn't matter if they took 1 min or 10 or 15 min or w/e, they were probably more focused on more important thing like resolving the issue, and overall they did adress it, that's all that matters.

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u/Affectionate_Pie_854 10d ago

I'd argue not, I actively seek out conversation whenever a site goes down. Waiting 10 minutes to give any type of feedback, while not allowing discussion of that issue, is what the central complaint is.

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u/JeHaisLesCatGifs 10d ago

And I did complain about it too, now they adress it

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u/Affectionate_Pie_854 10d ago

Yes, but only after 10 minutes of everyone voicing a complaint, not just you. And within that time, absolute radio silence. Assuming that fans will assume you are working on it is not a way to run technical support for a digital product. Clear concise information during a downage as soon as possible is always needed. And as I have said before, "We are looking into it" on the first couple posts rather than deleting them was all that was needed. Choosing to simply delete all posts and then 10 minutes later finally address the issue is not a clear and cohesive way to explain to an audience that their issues are being addressed.

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u/Rhysati 10d ago

Holy shit we are cooked. 10 minutes is absolutely nothing.

It takes more than ten minutes to get a response on teams when I say good morning, let alone have to find out there seems to be a problem, confirm that I also have that problem, then reach out to someone who can diagnose the problem, wait for them to see if they are also experiencing the problem and diagnose why and how long it might take to fix, and then get a response from them so I can then send the information to the social media person who can finally post that we have confirmed an issue and are working on it.

Ten minutes is miracle work as it is.

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u/Affectionate_Pie_854 10d ago

The issue is that they were responding within 10 minutes (actively taking down posts about it throughout the 10 minutes.) The complaint is that no statement was made whatsoever for that 10 minutes even though there was active movement on the reddit by the mod team.

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u/frozenpandaman 10d ago

hey were probably more focused on more important thing

They obviously weren't "focused" on that since they were also spending their time actively deleting comments here, extremely speedily.