Guest Posted May 14, 2017 Share Posted May 14, 2017 (edited) ABOUT THE RECENT ISSUES What they were and what we are doing about it During the past week, GateHub users have experienced different difficulties in using GateHub. The causes were several unrelated technical issues, though there were all related to the recent surge of user interest. In this post we would like to clarify these issues and what we are doing about them. But first, the most important thing: no funds have been lost or at risk. RIPPLE ISSUES What was the issue? Ripple has recently got a large amount of new users. The Ripple servers (rippled and Data API servers) that our wallet uses did not work as they should causing our wallet to not function properly. Trades were not submitted, orders could not be cancelled, transactions timed out. An issue in the rippled codebase caused slow responses from the servers under high load. Solving the issue We have deployed our own cluster of rippled servers and we are currently deploying new Data API services. GATEHUB PLATFORM ISSUES What was the issue? Our platform worked very slowly on May 10th because of the resource problems we had on our cloud provider. Solving the issue We have increased the resources and we do not expect this kind of problems any more. BITCOIN ISSUES What was the issue? Bitcoin network load has been at an all-time high and some transactions, even with high miner fees, take a very long time to get confirmed by the network, or fail to get confirmed at all. A small minority of transactions issued by GateHub have been affected. Solving the issue We have already improved our services to handle unconfirmed transactions more robustly, and will continue to improve them in the following days and weeks. Today we also cleared the backlog of unprocessed transactions. All missing transactions which were reported should be confirmed within an hour. SUPPORT ISSUES What is the issue? A lot of user support tickets are still unanswered. We got thousands of support tickets with only a few people working on support. Solving the issue We are working on better support solution including better support forms, auto replies on common problems and expanding our support team. Edited May 14, 2017 by Guest Link to comment Share on other sites More sharing options...
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