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Site downtime & Can't add any more pages to site

Irene Do

Hi Support,

First, our site was offline from 6:06 am until 7:52 am on April 2 with the site reporting a 404 error when http requests were being made. Pls advise:

1) cause of this outage and
2) what Brizy is doing to address the now quite frequent downtime issues we've seen over the past few months

Secondly, we are no longer able to edit new pages on our site: www.nlptimes.com. It gives us this error message: https://d.pr/i/q4TmST This happened before and the support agent mentioned that we have reached our pages limit, which shouldn't be the case as our account has unlimited pages. Can you please have a look and resolve this issue? We would really want to add more pages to our site which is supposed to be included in our unlimited package.

 

Please advise on the questions highlighted above. 

 

Thank you.

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Comments

11 comments

Date Votes
  • Sandra Prunici

    Hi Irene,

    Thank you for your message.

    1 - On April 2, we released an update for the Brizy Cloud and for this reason the Brizy Cloud editor wasn't available for work. When we release an update for Brizy Cloud happens this inconvenience. This means that the live site is functional and the visitors can navigate and use it but the Brizy editor isn't available for work. 

    2 - We have a limit of pages that can be added to a single Cloud project. We increased this value and seems that you touch the limit of the pages that can be created on a single site. We informed our developers and they will investigate this case. If you allow our recommendation, we suggest not creating a project with many pages because this can affect the site speed and site performance. Also, if you will want to export the HTML or use the Server Sync publishing method, the export and import process will take longer and it is a high risk that the import process appears some problems.

    Thank you!

    Best regards,
    Sandra

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  • Irene Do

    Hi Sandra,

    Thanks you and I appreciate your message.

    However, our site tracking tool reported a 404 on that day for requests made to https://www.nlptimes.com. Not the editor. You mean to say that when you are updating Brizy Cloud, it is also affecting calls to our entire site?

    I understand your suggestion to have limited pages per project but our plan comes with an unlimited pages so we would also want to be able to add more pages on our www.nlptimes.com site project.

    Also if you can fix so that it doesn't affect our performance, would be great.

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  • Sandra Prunici

    Hi,

    I checked the site you shared with us and I didn't encounter any problems. See here. Could you please delete the browser cache and check it again?

    I receive a message from our developers related to the page limit. At the moment, for old Brizy Cloud projects (those where isn't the CMS and the Blog functionality) we have a limit for creating pages in the amount of 300. Therefore, it isn't possible to create 301 pages or more. In the new Brizy Cloud projects where is available the CMS and Blog functionality we don't have this limitation. Therefore, the solution can be to move the entire project into the new project where is available the CMS and Blog. It is a bit long process considering the size of your project but I want to inform you about this. For moving a project from an old project to a new one, you have to add into the "Saved layouts" all pages from your project. After this, create a new empty project and create new pages, for each page add a layout. After this, create the menu and check all the links and references. 

    Best regards,
    Sandra

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  • Irene Do

    Hi Sandra,

    Re site error, the 404 we got on Apr 2 at 6:06 am until 7:52 am London time was on our homepage. In the meantime the issue has been fixed. Also if you are having maintenance would be appreciated if you inform us ahead of time. Hopefully the site error won't be a regular occurrence.

    Re limited pages, I'm very alarmed by what you have shared. We have invested heavily on your platform, and when we signed up it explicitly said unlimited pages. If you have now changed how your platform works, that you arranged on the backend to port our site across onto your new CMS platform. For us to have to manually go through the painstaking process of moving every page would take weeks to do. Or alternatively, have your developer remove the limit so that we, and all the other customers, who are using your platform do no go through this. I look forward to your reply.

    One more thing, currently I am unable to edit any page on our site. There seem to have a strange thing going on with the editor, won't allow me to edit and it is unresponsive to actions. It constantly gives me this error when I hit update: 

    Can you also let me know what's going on and can you get this fixed asap?

    Looking forward to your reply.

     

    Thank you.

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  • Sandra Prunici

    Hi,

    Thank you for reporting this problem. Our team already fixed this problem and in 6-7 hours we will release an update for Brizy Cloud where will be added the fix for this problem. I'm sorry for this inconvenience!

    Best regards,
    Sandra

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  • Irene Do

    Hi Sandra,

    Thanks for getting this issue sorted.

    By the way can you please address the other issue below:

    Re limited pages, I'm very alarmed by what you have shared. We have invested heavily on your platform, and when we signed up it explicitly said unlimited pages. If you have now changed how your platform works, that you arranged on the backend to port our site across onto your new CMS platform. For us to have to manually go through the painstaking process of moving every page would take weeks to do. Or alternatively, have your developer remove the limit so that we, and all the other customers, who are using your platform do no go through this. I look forward to your reply.

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  • Sandra Prunici

    Hi,

    I'm sorry for this inconvenience. At the moment, your request for increasing the page limit (that actually is set to 300 pages per project) in the old projects is unique and to make this, we need many resources. Also, we have plans to move all old project to the new CMS. 

    Best regards,
    Sandra

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  • Irene Do

    Hi Sandra,

    It's great to hear that you are planning to move all old project to the new CMS.

    The thing is we really need to have you guys get our site moved across asap, as it's already been weeks and we are unable to add new content to our site. We need this resolved ideally today as we are launching a new program this week and we still yet to create the landing page.

    Can you please confirm the ETA of moving all our old projects across to the new CMS?

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  • Sandra Prunici

    Hi,

    Unfortunately, at the moment, we can't promise that today we will move all the old Brizy Cloud project because we plan to release this in stages as you find this here. It is a complex feature and we need a bit more time for this and therefore we can't promise a certain ETA for this movement.

    Best regards,
    Sandra

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  • Irene Do

    Hi Sandra,

    We need a way to escalate this, because it's already been over 3 weeks and we can't afford to wait for God knows when. Please increase our threshold and make it unlimited pages. We have been very patient on this. This is already the 3rd time we have ran into this problem and it's now been more than 3 weeks and we literally can't do a thing with our website, and we need to be able to publish content regularly. Please escalate this to get this matter resolved today.

    And please refer back to me today.

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  • Sandra Prunici

    Hi Irene,

    I'm sorry but for the moment we can't offer an ETA for moving the old Brizy Cloud sites to the new architecture. It is a complex option and we make some additional tests to make sure that all will be transferred fine.

    Best regards,
    Sandra

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