Basecamp is currently experiencing really heavy load, and we’re working hard to keep up with it. We’ve got a few tricks up our sleeves, and we’re playing all our aces, but things will probably be slow for the better part of this morning. We apologize for this, and appreciate your patience while we work through these issues.

Jamis

One of the three people who have administrator status on our account has “lost” their archived projects (the archive tab is not appearing at the bottom of the project list on the home screen), would this be a related issue or not? If not, do you have an idea to what might be causing that to happen?

Jonathan

Can you tell us the reasons for the slow response times (besides the Monday morning rush)?

Hey Jamis,

I don’t know if this is the issue, but it might be the new feature in adding a company to a project. I deal with a large company and when I create a new project, I add the company and a new person to the company at the same time. Now, when I click on add company at the top of the “people” button, it adds the whole company, and I had to unclick every single person off the list that a didn’t want, which was almost everybody.

I’ve figure out how to do it the smart way since this morning. I actually like the new features that you’ve added, but those of us with habits attached to the old system probably need some extra guidance. I would suggest changing the wording of the button to, “Add everyone from another company” then have clear instructions to “add one person from another company.”

I don’t know if this is relevant to the slow down, but just in case, I wanted to give you the feedback. On a positive note, we’ve just started using Basecamp last week and everybody loves it.

Gannon

@jonon, the “lost” archived projects issue is unrelated to the performance problems. Please email support with the details and we’ll look into it.

We’ve applied a few bandaids and got things responding more reasonably, but there’s more work to do waiting in the wings. We’re tentatively planning on doing some upgrades tonight to help make things snappier. We’ll keep you all informed of how things go.

I guess you know that “tonight” is smack-bang in the middle of our working day here in Australia.

To lose an hour and a half in the middle of our day is not acceptable. This should have been scheduled for a weekend. You know, Saturday and Sunday.

One irate, paying customer.

I’m not irate – annoyed. I have lots of other work that doesn’t rely on the project site, I was going to check something but I can wait 1hr half.
It is 14:40 here atm which isn’t really the best time for something like this to go down :)

Is there a way we could email subscribe to this forum category – I don’t really have a feed reader that alerts me to things (Google Reader)....

Also it would be good if the “System is down” time was in GMT (ie 10:00:00 GMT+8) – as CST means something I have to look up. GMT+8 is much more definitive, as I live in GMT+10, I just take off 2 hours :) Thanks

Or even in GMT.

My day went ‘tell client to look something up on basecamp’ (I’m out of office)....client says ‘your system is down’. As oscar says ‘This should have been scheduled for a weekend’ and ‘We’re tentatively planning on doing some upgrades tonight’, should be on the front page if you are actually doing an upgrade.

Mid-afternoon australian time is a stupid time to do upgrades, especially without official notice!

I agree.. GMT would make great sense for us Aussies. At least we can work that out.. I have no Idea what CST is.

Some notice would be nice too.. right in the middle of our working day!

Tony

We’re sorry that we had to pull the servers down so abruptly. We would very much have liked to wait until the weekend when we normally do scheduled maintenance, but due to the performance problems today we had to deal with the situation immediately. Again, we’re really sorry about this.

Good point about CST/GMT. We’ll add both notices to future screens.

If part of the speed up includes turning off the backup downloads, can you turn it back on again for a while. I have been waiting 10 hours for a backup. We use the times in the backup for billing. Garry

garryr, we’re checking in to that. Sorry for the problem.

The problem should now have been fixed and you should be getting your export shortly. Sorry about this!

If the system seems to be running very slow or that any command seems to take a long time to respond, you can use the pdosexempt command to try and diagnosis this runtime problem. The pdosexempt command enables an administrative user to exempt a process from policy enforcement. It can be used to debug runtime problems in a shell that is exempt from authorization policy enforcement.
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albertjames
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guys, still having problems? I’m facing total lack of service right now??