Graphite Stopped Working Now - We can't Work

8 posts, 0 answers
  1. Michael
    Michael avatar
    12 posts
    Member since:
    Mar 2013

    Posted 19 Mar 2013 Link to this post

    Hi,
    We have been trying Graphite for the last few days but as of this morning our time (NZ) we cannot use it.
    When we start Graphite it comes up with the main window with Icenium Graphite in it, but then nothing else.
    It happens on 3 computers here.  I have tried uninstalling and removing the directories from AppData.

    This is a BIG issue for us as we have entrusted our mobile development to the Icenium system, and now there are 2 mobile developers sitting here unable to work.
    Could you please provide a solution ASAP.

    Thank you



  2. Michael
    Michael avatar
    12 posts
    Member since:
    Mar 2013

    Posted 19 Mar 2013 Link to this post

    Any Help with this? 

    I would have hoped if you develop an app like Icenium that automatically updates itself on the clients computer and is cloud based then you also need to be available to assist when it goes wrong?  

    Icenium has been working good last few days, but our concern is that a whim and out of our control it can all break and then we can't work.  Today our productivity is blown away.

    Look forward to getting at least some acknowledgement or help from Telerik / Icenium.
  3. Deyan Varchev
    Admin
    Deyan Varchev avatar
    150 posts

    Posted 19 Mar 2013 Link to this post

    Hello,

     I'm sorry to hear you had such an unpleasant experience with Icenium. It's most probably caused by the update we've pushed yesterday. Judging by the symptoms you are probably having some unseen for us problem. Can you try provide us with a bit more info.
     1. Provide us with the local Graphite log files. They exist in your AppData\Local\Telerik\BlackDragon\Logs folder. Please zip those and send them to support AT icenium.com
     2. 
    Could you please try running FiddlerCap (don't forget to select Decrypt HTTPS Traffic under Capture Options) before starting Graphite and then send the traffic capture also to support AT icenium.com? 

    These two will greatly help us diagnose your problem and find a solution of your problem.

    Thank you in advance for the collaboration and again sorry for any inconvenience we have caused you.

    Kind regards,
    Deyan Varchev
    the Telerik team

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  4. Michael
    Michael avatar
    12 posts
    Member since:
    Mar 2013

    Posted 19 Mar 2013 Link to this post

    Hi Deyan,

    All was going well until today.

    I have sent the 2 files you requested to support AT icenium.com

    Would you be able to have a look and let me know what to do as soon as possible.  We need to continue dev so we need to do something very soon otherwise we can't work.

    Thank you
  5. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 20 Mar 2013 Link to this post

    Hi Michael,

    The problem you've encountered means that Graphite didn't update correctly. As it's a ClickOnce deployment application, every time it starts it checks whether there is a new version available and starts an update. For some reason on your machine requests to the application manifest files return the old (not updated) contents.

    In general, this could be caused by a couple of different reasons:

    1. You are behind some corporate firewall or proxy that has cached the contents of some files and serving you old files.
    2. Temporary glitch in the content delivery network that we are using - the nodes that you are routed to do not have the updated file contents. So far we have not encountered such problems.

    Judging by the Fiddler logs you have sent us on our support email, we notice that Graphite is still trying to get the old version (2013.1.213.1) which is no longer valid and this is due to a firewall/caching device (Via: 1.1 BC4-ACLD) that caches the content. With that said, we cannot do much on our end and you would need to configure this device not to cache content that comes from *.icenium.com.

    Let us know how it goes.

    All the best,
    Steve
    the Telerik team

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  6. Michael
    Michael avatar
    12 posts
    Member since:
    Mar 2013

    Posted 20 Mar 2013 Link to this post

    Hi Steve,

    Thanks for your reply.
    I checked with our IT Manager at the office today and he ensured me that there is no caching of this kind inside our office network (as I noticed on your forums other people had similar problems during previous updates).

    I wouldn't think the ISPs should be caching this kind of thing?  Anyway I brought my laptop home and tried to run, and re-install Graphite again from my home broadband network and had the same problems, so kind of counts out it is something on the office network.

    Anyway some good news, I just tried again right now, and it popped a dialog saying a new version was available and the downloaded and installed it, and it is working.
    I hope tomorrow morning that it is all working at the office too so that my other mobile developer can start work again.

    Surely in the ClickOnce deployment settings or somewhere you can specify no caching or at the very least set the cache time to something lower?  Otherwise I fear the next time there is an update, whereas we should be getting excited about new updates.  From past forum entries we don't seem to be alone in this problem, and I guess as morre and more people use Graphite they may encounter this issue as well, so would be good if you can get to the bottom of it.  (you mentioned caching by 1.1 BC4-ACLD - how do I find out where that device is - does it have an IP address you can see?)

    Anyway we like your product and are looking forward to using it.  One kind of obstacles for us was with no TFS version control.  Another thing I noticed too today is we tried to use Mist but the problem is that the simulator being browser based enforces the same domain policy, so it is impossible to use as the app connects to APIs through XMLHttp / Ajax which are obviously on a different domain to where the simulator is served up from.

    Thanks,

    Michael
  7. Michael
    Michael avatar
    12 posts
    Member since:
    Mar 2013

    Posted 21 Mar 2013 Link to this post

    Unfortunately it didn't work from the office today - our other developer still gets the old version when installing.
    I tried re-installing a few times today but still get the old version.

    I have also brought home another laptop and tried from home broadband network but that gets the old version too.

    Obviously something very wrong with your cache setting content delivery network, and needs to be Telerik / Icenium whom fix it - how can I even find or instruct some upstream proxy or CDN out of our network to do this? 
    Icenium is a good product but we have wasted so much time on this today and yesterday

    Hopefully I will get a reply from support soon?













  8. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 25 Mar 2013 Link to this post

    Hello Michael,

    Thank you for the time you have invested in helping us identify the problem you’ve hit and sorry we could not resolve this sooner. Based on the troubleshooting we've done for your case, we already have some ideas how to improve the upgrade process, so that there is a minimum chance to encounter similar problems in the feature and even if it fails, we would have a graceful fallback mechanism, so that we do not interrupt the work process of our users.

    All the best,
    Steve
    the Telerik team

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