Dave, I agree with you however:
>> Don't send out a release after hours and then put the phones on voice mail. If I waited until today that would have been the topic of discussion. >> Put the support phone number right in the pop-up. Maybe even a special phone number, since anyone who sees that popup is in big trouble right now. Good idea. >> Before you release a package, install on a real system directly from the package you about to unleash on the world. We did run it on several systems including our own live server. Dave, just so I can make it up to you next time we do a release call me I will personally work with you to do the upgrade :) David -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dave Doherty Sent: Tuesday, April 17, 2007 2:43 PM To: declude.junkmail@declude.com Subject: Re: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS SCANNING UPDATE" Hi David- I'm glad that there we just two of us affected by this problem. Not so glad that I was one of the two, but somebody had to be there. :-( Anyway, so we are totally clear, here's the timeline as I experienced it. I do not subscribe to the AVG list, so I did not receive the prior notification. Around 5:15PM Monday, I received the attached email directly in my inbox - not through any of the lists. I assumed it was sent to all Declude customers. I don't normally install updates right away, but in this case, I was waiting for a call, so decided to go ahead with the upgrade. Probably around 5:20 - 5:30, I accessed declude.com and downloaded the upgrade package. I installed it on my server. I got a message stating that a DLL (pc-something, i think) could not be found in the server environment paths. A second pop-up stated that decludeproc failed to start and I should call support. It did not offer a phone number, which would have been very helpful. I called the number on the Declude website, got a message that you were closed for the day, followed by a list of options. I punched the option for support and got a recording that said I should leave a message. I noticed that the path to the install given in the installer was C:\Imail\, not C:\Imail\Declude\. I thought that might have had something to do with it, but there was no way to change the path. I searched the server for the DLL and did not find it anywhere, so clearly it was missing from the package. Since this was obviously going nowhere, I repatched to the earlier version and rebooted the box. It worked. I subsequently got word from John that the download had been fixed, and I installed the new version. Suggestions: For me: - Don't ever do an upgrade after hours. I know this, but I didn't heed my own wisdom. For you: - Don't send out a release after hours and then put the phones on voice mail. - Put the support phone number right in the pop-up. Maybe even a special phone number, since anyone who sees that popup is in big trouble right now. - Before you release a package, install on a real system directly from the package you about to unleash on the world. -Dave Doherty Skywaves, Inc. 97 Webster Street Worcester, MA 01603 508-425-7176 ----- Original Message ----- From: "David Barker" <[EMAIL PROTECTED]> To: <declude.junkmail@declude.com> Sent: Tuesday, April 17, 2007 1:28 PM Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS SCANNING UPDATE" > >>- Pulled out the bad package > > Did this. > >>>- Rolled a new package (with an incremented version number) with the > missing DLL, tested the package successfully and posted it to the > website for downloaded > > Did this although no need for an incremented version number as it was > not related to declude but rather the installer and it effected only > Imail users who had not upgraded to the last declude build > >>>- Checked my shopping cart or web logs and found out which customers >>>had > downloaded the bad version of the package > > Ok I could have done this. > >>>- Contacted only those customers by phone and email; when there is an > email problem, email is a lousy communications channel > > So far it's only John and Dave > >>>I would have updated the "Whats New" web page. > > We had updated the Release notes. Where is the what's new page ? > >>>I *may* then also notify both support mailing lists. > > Anyone who was the JM list only should not have been effected as they > were not notified of a release. > > I think Matt made a good point that Declude should start without the > .dll and write an error message to the log, I have added this to the dev list. > > David > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > Colbeck, Andrew > Sent: Tuesday, April 17, 2007 1:01 PM > To: declude.junkmail@declude.com > Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS > SCANNING UPDATE" > > My only two cents on this: > > If I were David Barker I would have: > > - Pulled out the bad package > > - Rolled a new package (with an incremented version number) with the > missing DLL, tested the package succesfully and posted it to the > website for downloaded > > - Checked my shopping cart or web logs and found out which customers > had downloaded the bad version of the package > > - Contacted only those customers by phone and email; when there is an > email problem, email is a lousy communications channel > > I would have updated the "Whats New" web page. > > I *may* then also notify both support mailing lists. > > The rest is so much sturm und drang. > > > Andrew. > > > >> -----Original Message----- >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> David Barker >> Sent: Tuesday, April 17, 2007 9:02 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> So far this issue has effected 2 people. John and Dave. If there were >> 10's of others I can see your point however I am not emailing 4500 >> users when this is no longer an issue. It is because of people on >> these lists that provide us with good feedback, input and their 2 >> cents, that helps us provide a better service to the majority of >> users. In short thanks too John we did not have to send a second >> email. >> >> David >> >> ________________________________ >> >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> Randy Armbrecht >> Sent: Tuesday, April 17, 2007 11:48 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> >> David, >> >> I normally do not put in my 2 cents worth to general discussions, but >> would like to this time just to help clarify the intent, as I see it, >> of the original request. Although I am a pretty avid (sp?) user of >> the forums/groups, I cannot imagine EVERYONE that is on the email >> distribition list is a frequent visitor to such. Those that are not >> will not learn of the mistakenly left out DLL file unless another >> email blast goes out. >> >> Randy Armbrecht >> Global Web Solutions, Inc. >> 804-442-5300 >> >> >> ________________________________ >> >> From: "David Barker" <[EMAIL PROTECTED]> >> Sent: Tuesday, April 17, 2007 10:33 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> The issue was corrected prior to notifying all customers, and >> therefore we did not need to send out a secondary email. >> >> -----Original Message----- >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> Andy Schmidt >> Sent: Tuesday, April 17, 2007 10:18 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> Hi David, >> >> Thank you for addressing the AVG problem as quickly as you did. >> >> I also think Declude is doing a good stuff on the Virus and Spam >> lists and I have no problem how yesterday's communication was handled >> on the virus list. >> >> However, I thought I had received a direct HTML formatted customer >> notice, with logos as such (not just via the regular virus list) >> urging the install of the new version (but I no longer have those >> emails). So I had understood Dave that he was expecting the "warning >> - bad install" email to be sent through that same distribution. >> >> I only hope that I don't remember wrong and wasn't looking at some >> older notice. >> >> Best Regards, >> Andy >> >> -----Original Message----- >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> David Barker >> Sent: Tuesday, April 17, 2007 9:49 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> Andy and Dave, >> >> I had posted to the virus list as a courtesy giving everyone on the >> virus list the heads up before actually notifying all our customers. >> And yes I did post to the virus list again once John had identified >> the issue and it was corrected immediately, this all happened within >> a >> 25 minute time frame, I think it is unfortunate that perhaps you >> downloaded the Imail version during that window, and were upgrading >> from a version prior to the last release 4.3.40, that being said I do >> understand that it was annoying :) and I sincerely apologize for the >> inconvience. >> >> David Barker >> Director of Product Management >> Your Email security is our business >> 978.499.2933 office >> 978.988.1311 fax >> [EMAIL PROTECTED] >> >> >> >> >> >> ________________________________ >> >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> Andy Schmidt >> Sent: Tuesday, April 17, 2007 9:29 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> >> >> John, >> >> >> >> I think the point Dave is making is: >> >> >> >> They did notify all clients individually about the availability of >> the new version, urging them to act immediately! >> >> However, when they managed to release an incomplete install, they did >> NOT send out a second notice to that exact same group to warn those >> who were trusting enough to follow their initial urging to upgrade >> that they better download a second time. >> >> >> >> In fact, if their customer portal has a "last login" field in their >> database, then they could have identified anyone who had accessed >> their customer portal that day and even restricted the follow-up >> warning to that group. >> >> >> >> I feel Dave's pain: I was lucky that I didn't have time earlier. >> Otherwise I could have been in the same boat. And by the time the >> installation failed - and NO mail was being delivered anymore, with >> customers up in arms about it >> - my last concern would have been catching up on the chatter on >> mailing lists. >> >> >> >> Best Regards, >> >> Andy >> >> >> >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> John T >> (lists) >> Sent: Tuesday, April 17, 2007 1:19 AM >> To: declude.junkmail@declude.com >> Subject: RE: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> >> >> The upgrade that came out today, 4.3.46, was specifically and >> pointedly only to correct a problem with the built-in AVG scanner >> that was created by a change AVG recently made. >> >> >> >> John T >> >> >> >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >> Dave Doherty >> Sent: Monday, April 16, 2007 7:54 PM >> To: declude.junkmail@declude.com >> Subject: Re: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS >> SCANNING UPDATE" >> >> >> >> I did so, and the upgrade went fine this time. >> >> >> >> So why did they restrict the distibution of the mod notice to the AV >> list when they sent individual emails to notify of the initial >> upgrade? >> >> >> >> This is more than annoying... >> >> >> >> -d >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> >> >> --- >> This E-mail came from the Declude.JunkMail mailing list. To >> unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type >> "unsubscribe Declude.JunkMail". The archives can be found at >> http://www.mail-archive.com. >> >> > > > --- > This E-mail came from the Declude.JunkMail mailing list. To > unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type > "unsubscribe Declude.JunkMail". The archives can be found at > http://www.mail-archive.com. > > > > --- > This E-mail came from the Declude.JunkMail mailing list. To > unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type > "unsubscribe Declude.JunkMail". The archives can be found at > http://www.mail-archive.com. > > > --- This E-mail came from the Declude.JunkMail mailing list. To unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type "unsubscribe Declude.JunkMail". The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.JunkMail mailing list. To unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type "unsubscribe Declude.JunkMail". The archives can be found at http://www.mail-archive.com.
