Re: [Declude.JunkMail] Warning re: "DECLUDE - CRITICAL VIRUS SCANNING UPDATE"

Tue, 17 Apr 2007 15:17:31 -0700 

David,
I'm pretty much with Andrew on this, but I generally appreciate the speed of your response and the fact that you are willing to own up to your mistakes. 


I don't ever expect anything to be mistake free, but I have a suggestion 
that would seem to make sense and help you to avoid confusion and ire in 
the future.  Just simply reevaluate how you do versioning of your code.



For instance, you currently are distributing version 4.3.46 where  "4" 
is the major version, "3" is the minor version, and "46" is generally 
thought of as the interim or patch level.  My recommendation would be 
for you to only introduce new functionality or significant changes in 
minor or major versions.  Before any minor or major version release, you 
should have both betas and release candidates, i.e. 4.4.1b then 4.4.1rc, 
and then when you release it, it would be 4.4.0.  New functionality 
would start appearing in the betas.  The release candidates are 
optional, and might be reserved only for major version changes where 
significant changes have been made, and it would give you a way to ramp 
up your experience with dealing with support and unforeseen 
circumstances.  Since the AV signatures changed in this latest version, 
you should have moved up to a new minor version number in order to alert 
people to the importance of the release.  I would have also incremented 
when you introduced regex functionality.



I would recommend that only bugs be patched within the interim or patch 
levels, and that you let customers know that these interims have not 
been through a release candidate testing, may contain errors, and should 
only be used if someone is looking for resolution of an issue.



So if you followed this more normalized versioning methodology, you 
would have released 4.4.1b yesterday morning, and then 4.4.2b when you 
found the issue with the DLL omission.  Then in a few more days when you 
are confident that things are stable, release 4.4.0.


Matt






David Barker wrote:

 >>- 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


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