Browsers not loading RYL
 

So, RYL will not load on Firefox, IE or Chrome, unless I use a proxy.

So wtf is up with that?

Also, I add, it is not a problem with my pc/internet connection etc. I checked.

I found it has been super slow since the new LH, so I deleted cookies and now it's fine. Might just be me playing with all the buttons though!

I dont know either, but it loads on my mobile. I am also using a proxy - thought it was my ISP blocking it.

(It was fast incognito, hence me deciding to try deleting cookies).

Deleted the cookies. Though it doesn't make sense why it didn't work on IE because I have never used RYL through IE.

Hi happywondering,

Please can you post your current IP address (without the proxy) - you can find this by doing a Google search for "what's my IP address"?

Many thanks,
James

I have tried the above and still no luck, James. My IP address is 83.67.20.76

I just sent you a PM James.

82.30.199.235

Mine is not refusing to load completely, however it sometimes doesn't fully load and it has been very slow to post replies. I deleted cookies last night and that seemed to help for a while but now it's gone back to being terrible. Note - I have been waiting for this to post since 3:11pm EST.

Laura, I've been having trouble posting the past couple days too... it takes quite a while for my replies to post...

Yeah, actually that was like the fourth time I tried replying to this thread, I had been trying since 2.58 pm EST and that was the only one to finally post!

I had trouble with it taking ages to post before too, but at least it loaded before - which it doesnt now.

Same, but much better since deleting cookies. Might be a coincidence!

I have deleted my cookies -made no difference to me.

hi james, i am having the same problem, my ip adress is: 90.217.174.152

Hi insignificant_one,

This should be fixed now. I've written an explanation in the other thread about this but it looks like an issue related to the recent LiveHelp upgrade. I'm very sorry for the difficulties and you should be okay now.

This doesn't really explain the issue some people are having with posting however, I can't see any obvious cause for this on our side at present.

Best,
James

Thanks for that James. I did just read and hopefully you can solve it soon!

Hi FranticMind, thanks for the IP, this is fixed for you now too.

So then is there nothing that can be done to fix the posting issue?

I am pretty sure it's nothing to do with my computer or internet - I am on other forums and I'm not encountering the same issues with loading and posting on any of them.. the images break and it takes a long time to load, and obviously the posting issues. Hopefully whatever it is sorts itself out soon, it's very frustrating to have to try to post something for about 15 minutes before it finally succeeds. This has only been an issue for the last couple of days, before then it was fine..

Apparently it's the new LH!

When did things start going wrong, and is anyone's not fixed by removing cookies for RYL?

3-5 days ago (ish), and no, removing cookies does nothing for me.

Shoshana, do you mean that you are still having difficulties posting to RYL?

She went out, but we were talking in chat and she is still having serious slow loading, I don't know how posting is, but it took 20 minutes for the main forum page to load for her earlier.

For me, I think it started a few days ago and deleting cookies helps for a while, but has to be re-done a lot to keep it working properly. I just had to do it again and I only did it a few hours ago.

Greyscale, thanks for your feedback. This definitely only seems to be something which is effecting only a small proportion of users for some reason.

Are your ping times to RYL normal? If you could post a test to this thread, that would be really helpful

Many thanks,
James

Pinging recoveryourlife.com [81.19.183.76] with 32 bytes
Reply from 81.19.183.76: bytes=32 time=110ms TTL=55
Reply from 81.19.183.76: bytes=32 time=428ms TTL=55
Reply from 81.19.183.76: bytes=32 time=420ms TTL=55
Reply from 81.19.183.76: bytes=32 time=163ms TTL=55
Reply from 81.19.183.76: bytes=32 time=412ms TTL=55
Reply from 81.19.183.76: bytes=32 time=113ms TTL=55
Reply from 81.19.183.76: bytes=32 time=198ms TTL=55
Reply from 81.19.183.76: bytes=32 time=281ms TTL=55
Reply from 81.19.183.76: bytes=32 time=252ms TTL=55
Reply from 81.19.183.76: bytes=32 time=715ms TTL=55
Reply from 81.19.183.76: bytes=32 time=112ms TTL=55
Reply from 81.19.183.76: bytes=32 time=113ms TTL=55
Reply from 81.19.183.76: bytes=32 time=345ms TTL=55
Reply from 81.19.183.76: bytes=32 time=353ms TTL=55
Reply from 81.19.183.76: bytes=32 time=107ms TTL=55
Reply from 81.19.183.76: bytes=32 time=109ms TTL=55
Reply from 81.19.183.76: bytes=32 time=137ms TTL=55
Reply from 81.19.183.76: bytes=32 time=610ms TTL=55
Reply from 81.19.183.76: bytes=32 time=420ms TTL=55
Reply from 81.19.183.76: bytes=32 time=171ms TTL=55

Ping statistics for 81.19.183.76:
Packets: Sent = 20, Received = 20, Lost = 0 (0% lo
Approximate round trip times in milli-seconds:
Minimum = 107ms, Maximum = 715ms, Average = 278ms

I have no idea what normal is, mind you. Also this is the only website that is slow for me, every other website I use is normal..

Hi Greyscale,

We've just updated the LH javascript code and it seems to have led to a big improvement on our side. Any difference in performance for you now that you can notice?

Ping times for you trans Atlantic look good :)

Best,
James

This is google, for comparison..

Pinging google.com [173.194.46.46] with 32 bytes of d
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=22ms TTL=55
Reply from 173.194.46.46: bytes=32 time=34ms TTL=55
Reply from 173.194.46.46: bytes=32 time=21ms TTL=55
Reply from 173.194.46.46: bytes=32 time=21ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=21ms TTL=55
Reply from 173.194.46.46: bytes=32 time=21ms TTL=55
Reply from 173.194.46.46: bytes=32 time=22ms TTL=55
Reply from 173.194.46.46: bytes=32 time=22ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=21ms TTL=55
Reply from 173.194.46.46: bytes=32 time=31ms TTL=55
Reply from 173.194.46.46: bytes=32 time=23ms TTL=55
Reply from 173.194.46.46: bytes=32 time=23ms TTL=55
Reply from 173.194.46.46: bytes=32 time=24ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55
Reply from 173.194.46.46: bytes=32 time=20ms TTL=55

Ping statistics for 173.194.46.46:
Packets: Sent = 20, Received = 20, Lost = 0 (0% l
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 34ms, Average = 22ms

First time:
Ping statistics for 81.19.183.76:
Packets: Sent = 20, Received = 15, Lost = 5 (25% loss)
Approximate round trip times in milli-seconds:
Minimum = 42ms, Maximum = 530ms, Average = 82ms

Now (cleared cookies again):
Ping statistics for 81.19.183.76:
Packets: Sent = 20, Received = 20, Lost = 0 (0% loss)
Approximate round trip times in milli-seconds:
Minimum = 42ms, Maximum = 66ms, Average = 45ms

...Sorry post above edited - slight confusion with names on my part there - too many convos going on at once!

I'll let you know, since I just cleared the cookies again a little while ago it seems normal for the moment, but if it starts acting up again I'll post back!

Thanks Greyscale, that's very good of you. If you could update when you get a moment later on, even if it's just to let us know all is now okay, that would be great.

We discovered the cause as some fault Javascript code involved with the LiveHelp status icon, this was causing a loop in some user's web browsers, which is what almost certainly led to the slow performance.

Hopefully this is now solved and thanks for all your feedback :)

Will do. I'll give it until I go to bed and post back either way. Thanks so much for looking into this!

No problem, very glad we have sorted it with luck :) It was a joint effort on my part, with very helpful input from Tyrannicide and Harley!

Thank you guys! :)

When I posted that earlier, it took a good 10min at least to post.

This post posted without a problem though. So, I'm going to assume it's fixed. Thank you James!! :)

This issue has not recurred thus far, so I'm thinking it's fixed, although obviously if it happens again I will mention it.

Hi,

Another member can't get on at the moment, her IP is : 86.145.226.109 if that helps :)

Thank you

Even I am finding that the replies are taking longer for me to post. My internet is working fine because it isn't slow for me on other forums.

Hi Tig + Everyone Else,

The IP 86.145.226.109 has been removed from our firewalls from a block imposed after the issues yesterday.

To all others having problems, please ensure that you have completely deleted your Internet cache (temporary files) to ensure that you have none of the old JavaScript code for LiveHelp loaded into your browser.

We have no other performance issues on our side that would result in slow performance and we believe this issue to be resolved now.

Best regards,
James

Just been able to get on, thanks James.

RYL started to become really slow with posts not posting, then I completely lost the ability to access the website, on multiple browsers!

That's what happened to me as well, yesterday.

Exactly this! I have only been able to access RYL now.

ETA: For some reason it worked perfectly fine yesterday, then all of a sudden it stopped working. Now it's working again :S

Hi Bishop,

Your IP was indeed blocked by our firewalls and this was from when we were having difficulties due the problematic LH javascript.

I have removed your IP and you should be able to access RYL at normal speed now.

Sorry again for any difficulties.

Best,
James

Sorry to post again :S

For me RYL works, but then sometimes it stops working for a while..everytime it starts working again I'm thinking it's fixed(maybe I'm too optimistic..)

My IP is 188.26.167.231.

Hello Witchy,

I'm sorry to hear you're still having problems. Your IP address is not on our firewall block lists and as far as I can tell, the issue isn't on our side.

Please can you clear your cookies and and web browser cache (temporary internet files) - maybe you somehow still have the old (faulty) LiveHelp javascript code cached by your web browser.

Best,
James

Thanks, James. I have no idea what could be wrong..I have cleared my cookies and cache when I first regained access to the site. I'll try again.

Sorry to bump this, but a friend of mine can't get on RYL.

Her IP is 72.169.80.7.

Thanks! :)

This randomly started working for me again! :D