Yet again the "service request problem"

cynthiagiles's Avatar


23 Jan, 2021 08:01 PM

I've seen the previous related questions and replies. But the problem keeps coming back! I really love Goalscape--so can you provide an idea of when this issue will be more reliably resolved? Many thanks.

  1. Support Staff 1 Posted by Richard Parslow on 23 Jan, 2021 08:27 PM

    Richard Parslow's Avatar

    Hello Cynthia

    I am sorry about the recent hiccups.

    We just did some essential server maintenance (19:40 - 19:52 UTC), so that was probably why you could not connect just now. It's back up again now, so please try again.

    In the previous web application the 'Service Request Problem' was easily resolved by refreshing the page and we are implementing a simple 'Reload' button that will do the same without requiring a restart of the app. The increased frequency of its occurrence in the past few weeks is partly due to increased server loads (more users with more and larger projects), so we have doubled the server size. We are also investigating ways of handling changes to projects (especially when accessed by 2 or more people( to reduce the load.

    Once again I am sorry for the inconvenience – rest assured we are doing everything possible to return to the highest standards of reliability.

    All the best


  2. 2 Posted by cynthiagiles on 23 Jan, 2021 09:32 PM

    cynthiagiles's Avatar

    Thanks, Richard.  My service is back, so that's all good for now.

     I hesitated to "complain" because I love Goalscape--in fact, after just a month, I can't bear to be without it! So I'm glad to hear that you all are experiencing strong growth. And I definitely understand growing pains, especially when it comes to balancing server capacity with growth. 

    Anyway--I'm just a tiny one-person user, but I see myself as a future evangelist for other writers and creatives. It's good to know that support is so responsive.

    Best, Cynthia

    ---- On Sat, 23 Jan 2021 14:27:18 -0600 Richard Parslow <[email blocked]> wrote ----

  3. Support Staff 3 Posted by Richard Parslow on 23 Jan, 2021 10:29 PM

    Richard Parslow's Avatar

    Hi Cynthia

    Thanks so much for your understanding and your continuing support.

    We always like to hear from our customers – especially when things go wrong: sometimes there is an issue that we have not encountered ('everything's fine at this end...') so if we don't hear about it, we might not find and fix it.

    So do please feel free to keep us on our toes (though please bear with us while we implement a permanent fix for the connection reliability issue).

    Keep achieving great goals, stay safe – and have a spectacular '21!


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