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Website down during maintenance

STAR WARS: The Old Republic > English > General Discussion
Website down during maintenance
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KALELSAB's Avatar


KALELSAB
02.27.2013 , 09:37 AM | #1
Not sure how to address this so I will just ask. Why are the SWTOR websites down during maintenance? Really? Are your game servers the same equipment you have your website on? I get maintenance and it is important. Why though do you have a website that is down as well. One example of how this doens't make sense is when you extend the maintenance time. How are we to know this if the only location this information is stored on is down? Server status is located on the website and we can't see this information during maintenance. It doesn't seem to make sense.

SpearlikeAtom's Avatar


SpearlikeAtom
02.27.2013 , 09:42 AM | #2
It isn't always, but you do need to bring down a WAN server from time to time just as you would any other.

AmberGreen's Avatar


AmberGreen
02.27.2013 , 10:20 AM | #3 Click here to go to the next staff post in this thread. Next  
Hi! I wanted to step in and give you guys a bit of a breakdown about how maintenance downtime works.

When we perform our weekly scheduled maintenance, the time frame is used to perform any needed changes or updates for our service as a whole. This means that we are able to take down the game servers while the website remains available as long as the game is the only thing we're updating.

However, many times there are updates that touch the website/login services as well (such as hardware or new web code). Because those updates are all done in the same maintenance window, we may need to take away access to the website or even disable the ability to log in to the launcher.

When we post our maintenance messaging in the forums, watch the sticky, because it will indicate which services will be impacted. For instance, today's maintenance post indicated:

"All game servers, SWTOR.com, and the launcher will be offline during this period."

Hopefully this helps clarify!
Amber Green | Live Services Specialist
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KosstDukat's Avatar


KosstDukat
02.27.2013 , 10:25 AM | #4
Quote: Originally Posted by AmberGreen View Post
Hi! I wanted to step in and give you guys a bit of a breakdown about how maintenance downtime works.

When we perform our weekly scheduled maintenance, the time frame is used to perform any needed changes or updates for our service as a whole. This means that we are able to take down the game servers while the website remains available as long as the game is the only thing we're updating.

However, many times there are updates that touch the website/login services as well (such as hardware or new web code). Because those updates are all done in the same maintenance window, we may need to take away access to the website or even disable the ability to log in to the launcher.

When we post our maintenance messaging in the forums, watch the sticky, because it will indicate which services will be impacted. For instance, today's maintenance post indicated:

"All game servers, SWTOR.com, and the launcher will be offline during this period."

Hopefully this helps clarify!
I'd just like to say - thank you all for being professional, especially with the rather large amount of haters that are trolling these forums. Those of us that have had to do jobs similar to yours, we appreciate the professionalism

DonkeyGobbler's Avatar


DonkeyGobbler
02.27.2013 , 10:33 AM | #5
Quote: Originally Posted by AmberGreen View Post
However, many times there are updates that touch the website/login services as well (such as hardware or new web code). Because those updates are all done in the same maintenance window, we may need to take away access to the website or even disable the ability to log in to the launcher.
The irritation, to a degree, stems from not being able to find out information. I saw that the servers were down this morning and, having not seen prior notification, I came to the forums for information. They were down too. Then I went to Twitter which simply said “the servers will be down for maintenance” (with no indication of downtime) and provided a link to the forum… which of course was unavailable.

In the event of having to take down servers because of linked log-ins etc. would it not be possible to maintain a read-only copy of the forums so that people could at least find information?

Glower's Avatar


Glower
02.27.2013 , 10:41 AM | #6
Or change this static text by adding maintenance time...

Quote:
SWTOR.com is currently unavailable while we perform scheduled maintenance BLAH BLAH BLAH from 12:00 to 1:00. Please check back again soon!

En raison d'une maintenace prévue, le site de swtor.com n'est actuellement pas disponible. Veuillez réessayer ultérieurement!

Leider ist die Star Wars: The Old Republic-Website momentan aufgrund von geplanten Wartungsarbeiten nicht erreichbar. Versuchen Sie es bitte später erneut!
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PvP FAQ, A: "We have no plans at this time" (c)

Laurreth's Avatar


Laurreth
02.27.2013 , 10:52 AM | #7
Quote: Originally Posted by AmberGreen View Post
However, many times there are updates that touch the website/login services as well (such as hardware or new web code). Because those updates are all done in the same maintenance window, we may need to take away access to the website or even disable the ability to log in to the launcher.
Couldn't you at least put a link to the twitter feed on the static downtime page? Or even integrate a feed reader on there? That would make it much easier to see information about downtime extensions or other interesting information.
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Zulcun's Avatar


Zulcun
02.27.2013 , 10:59 AM | #8
Quote: Originally Posted by DonkeyGobbler View Post
The irritation, to a degree, stems from not being able to find out information. I saw that the servers were down this morning and, having not seen prior notification, I came to the forums for information. They were down too. Then I went to Twitter which simply said “the servers will be down for maintenance” (with no indication of downtime) and provided a link to the forum… which of course was unavailable.

In the event of having to take down servers because of linked log-ins etc. would it not be possible to maintain a read-only copy of the forums so that people could at least find information?
The maintenance was announced last week and posted at the top of the forum, it was supposed to be the normal Tuesday but was cancelled on Monday, when it was cancelled they updated the original post.

How much more can they do to inform people of downtime?

Slightrider's Avatar


Slightrider
02.27.2013 , 11:07 AM | #9
Jeepers people! it's only a few hours! Go outside, be social with friends or family, or maybe even take a shower! It's just a flippin' game!
¡ɹǝʌo ǝɯ dılɟ 'sıɥʇ pɐǝɹ uɐɔ noʎ ɟI

AmberGreen's Avatar


AmberGreen
02.27.2013 , 11:08 AM | #10 This is the last staff post in this thread.  
This is really good feedback! We hear you and will be looking into ways to better inform you about downtime when the website is unavailable.
Amber Green | Live Services Specialist
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