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
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