GateHub Status Update

[Guest]

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

[Guest]

Thanks for the update, @gregor. There has been a bit of shade thrown on GateHub recently, but it's great to see your response to the issues at hand.

[Guest]

Just now, tomxcs said:

Thanks for the update, @gregor. There has been a bit of shade thrown on GateHub recently, but it's great to see your response to the issues at hand.

I understand all concerns and we are really working long over hours to fight the problems. 

Thank you for your patience and trust.

[Guest]

Growing pains. I don't think Ripple expected this sort of acceleration. We all know of the sudden interest (and traffic, and subsequent problems). ?

[Mercury]

30 minutes ago, gregor said:

I understand all concerns and we are really working long over hours to fight the problems. 

Thank you for your patience and trust.

Maybe soon you can stop sleeping at the office and make it home

[JoelKatz]

2 hours ago, tomxcs said:

Growing pains. I don't think Ripple expected this sort of acceleration. We all know of the sudden interest (and traffic, and subsequent problems). ?

Most of the issue was due to poor tuning in the rippled software, you could say it was a bug. We did also see some service reductions due to the increased demand, but if we only had that, people wouldn't really have even noticed it. As it happens, our s1 cluster (which so many client-facing services use) was really badly impacted by the issue. That the issue first appeared on a weekend didn't help much either.

I'm still surprised by how far off my "reasonable guess based on decades of experience" initial tuning for the send queue timing was. I think traffic between servers on the Ripple network is much, much burstier than the traffic on networks I've designed or maintained in the past. That lead my guess of sensible values to not be as sensible as I thought. And without that kind of organic load to provide behavior to observe, there was no way for me to know how far off I was.

 

[gastownhero]

gatehub also have problem in withdrawing fund to bank as well. it keeps saying "error tech path partial"  

what does it mean?

 

[JoelKatz]

A path partial error means the Ripple network processed the transaction but it didn't deliver any funds to the destination for some reason. If you have a transaction ID or some other information I can use to find the transaction, I can tell you more. It can be due to slippage if it's a cross-currency payment (where the rate changes in-between when you place the payment and when the network executes it). Trying again can help.

 

[gastownhero]

Hi, joelkatz. okay, I will try later again. I haven't sold any until now. I just need to cash out some for the living cost for next month.

plan is to starve now, become rich later.

thank you for your kindness

[namini]

@gastownhero

Maybe not related to your issue but don't forget you cannot withdraw the wallet base reserve (20 XRP) + 5 XRP per trust line.

https://ripple.com/build/reserves/

[rdot]

On ‎5‎/‎13‎/‎2017 at 9:23 PM, JoelKatz said:

A path partial error means the Ripple network processed the transaction but it didn't deliver any funds to the destination for some reason. If you have a transaction ID or some other information I can use to find the transaction, I can tell you more. It can be due to slippage if it's a cross-currency payment (where the rate changes in-between when you place the payment and when the network executes it). Trying again can help.

 

Not sure if this is relevant but I tried multiple times to send a payment of 1.02 BTC. I kept getting the "Path Partial Error". I then tried sending a payment of 1.01 and still kept getting the same error. It wasn't until I sent a payment of exactly 1 BTC that it succeeded.

[Guest]

4 hours ago, rdot said:

Not sure if this is relevant but I tried multiple times to send a payment of 1.02 BTC. I kept getting the "Path Partial Error". I then tried sending a payment of 1.01 and still kept getting the same error. It wasn't until I sent a payment of exactly 1 BTC that it succeeded.

I have had the same issue sending USD. It has been ongoing for close to a week now with multiple attempts, no response from gatehub ticket (surprise surprise). 

[Limitless]

Does anyone know if gatehub will support the upcoming bitcoin fork? 

[pftq]

On 10/3/2017 at 3:03 PM, rdot said:

Not sure if this is relevant but I tried multiple times to send a payment of 1.02 BTC. I kept getting the "Path Partial Error". I then tried sending a payment of 1.01 and still kept getting the same error. It wasn't until I sent a payment of exactly 1 BTC that it succeeded.

They need to enable partial payments (send up to the amount you specify, so if there's not enough, send all).  It's an API setting, which you can see in action on https://www.theworldexchange.net - if you send 1.02 but only have 1, it'll send that 1.

[rdot]

On ‎10‎/‎10‎/‎2017 at 4:30 PM, pftq said:

They need to enable partial payments (send up to the amount you specify, so if there's not enough, send all).  It's an API setting, which you can see in action on https://www.theworldexchange.net - if you send 1.02 but only have 1, it'll send that 1.

Hmmmm.  OK but I had more than what I was sending...