Topic: Troubleshooting and Bug Reports / Basecamp is down

There were some connectivity issues between Level 3 and Verio, two network providers who are “upstream” of our network that affected some customers for 10-15 minutes. These problems seem to have been resolved now, but we’re still monitoring the situation closely.

Topic: Troubleshooting and Bug Reports / Emails getting picked up by spam

Faust X,

We’re happy to help you troubleshoot this, but we can’t do it in the forum. If you could tell us precisely why the messages are ending up in your spam folder, we might be able to help avoid it. Typically the best solution is to simply whitelist the domain that your account is configured to use (ie: grouphub.com, clientsection.com, etc), but it varies on a case by case basis.

If you’d like to get in touch with support@basecamphq.com we’ll do whatever we can to assist.

-Mark

Topic: Troubleshooting and Bug Reports / Amazon S3 down or broken?

We’re aware of the issue. It appears that Amazon’s S3 service is experiencing some widespread problems this morning. Amazon is working on the issue, but they don’t have an ETA at this point. We’re watching the situation closely and we’ll let you know as soon as we know anything further.

Topic: Troubleshooting and Bug Reports / 123.writeboards.com not available?

Writeboard is up and running, I’m not sure what the problem is. That traceroute output is normal, traceroute is blocked at an upstream router so you’re seeing exactly what I would expect. I traced back to your upstream router from our servers with no problem as well.

If you’re still having trouble, please write support@basecamphq.com and we’ll see what we can do to help.

Topic: System Announcements / Basecamp interruption of service

Rich,

If you weren’t getting redirected, that means that either your browser, your computer, or your upstream DNS provider was caching DNS results longer than we’ve specified for their maximum time to live. We set the time to live values on our records relatively low to give us the flexibility to make these types of changes on the fly in order to keep our customers informed of what’s going on in the event of a problem. You may want to ask your provider about their DNS service.

-Mark

Topic: Troubleshooting and Bug Reports / Message posted, no email notification sent

The information that is most useful in tracking this down is:

1. A link to the exact message/comment for which a notification was not received.
2. Email addresses of those who did not receive the notification.

If you email those to support@basecamphq.com we can investigate.

Topic: Troubleshooting and Bug Reports / Messages not making it to inbox

The information that is most useful in tracking this down is:

1. A link to the exact message/comment for which a notification was not received.
2. Email addresses of those who did not receive the notification.

If you email those to support@basecamphq.com we can investigate.

Topic: Troubleshooting and Bug Reports / SFTP IP address change?

You’re absolutely right, we did add a new IP address to the Basecamp cluster. I apologize for neglecting to update the FAQ promptly. It has now been updated to include 72.3.156.114 and we’ll try to do a better job in the future of keeping that up to date if additional IP addresses are added.

Topic: Troubleshooting and Bug Reports / 37 Signals IP listed in spamhaus

It appears that the CBL decided to list us again earlier today. I believe I have corrected the problem to their satisfaction at this point, please do email support if you have any additional problems.

Thanks.

Topic: Troubleshooting and Bug Reports / 37 Signals IP listed in spamhaus

I have initiated a request to have our IP address delisted. I’m not sure why it was listed in the first place, but we’ll continue to monitor it. Thanks for the report.

In the future, you can get a quicker response by sending mail to support@basecamphq.com.

Thanks.

Topic: Troubleshooting and Bug Reports / Missing content in RSS feeds

You’re right that the feed always returns 25 items. The problem with TTL is that it’s not very clearly defined, and the feed readers that support it don’t do so consistently. At this point, the TTL should be considered a baseline. If your project or account has enough activity that the 25 item limit is going to be a problem with a 40 minute check frequency, you should simply increase the frequency.

Topic: Troubleshooting and Bug Reports / Uploaded files only working intermittently

We’d be happy to investigate these issues if you email support with your account’s URL and more details about the broken files. Thanks.

Topic: Troubleshooting and Bug Reports / Bug: Mac Leopord and Firefox 2.0.0.9 - No pull downs

As mentioned in the thread Sarah linked, it’s pretty much out of our control. The Firefox team is aware of the issue, but has declined to fix it prior to 2.0.0.10 in December.

Topic: Troubleshooting and Bug Reports / Possible Leopard bug

The Firefox team has investigated this and determined that it is indeed a bug in Firefox, and not with Leopard or with any sites. At this point, they don’t expect it to be fixed in a public release until early December when 2.0.0.10 is released, but there is a development build from one of the developers that I can confirm resolves the problem. At this point, it’s somewhat out of our hands.

You can read more discussion about the bug and find out about the development build if you like by visiting the Mozilla bug tracker.

Topic: Feature Requests / Dashboard does not Scale

We recommend using Basecamp’s built in RSS feeds for keeping track of large numbers of projects like this. It works great for this case. You can either subscribe individually to the projects you’re interested in, or you can subscribe to a global feed of all projects.

Topic: Troubleshooting and Bug Reports / Possible Leopard bug

We just discovered this problem this morning and are working on it. In the mean time, I believe it works if you click on the select list and use the arrow keys to navigate it.

Topic: Troubleshooting and Bug Reports / Cached Image Uploads?

I believe shift-refresh forces Firefox to reload the page and it’s assets.

Topic: Troubleshooting and Bug Reports / Messages Crashing Frequently

Josh,

If you can send a note to support at basecamphq.com the next time you get an “Ooops” message when uploading a file, including your account name and the time (including timezone, please) when the problem occurred, we’ll be happy to investigate further. Please mention in the message that I requested the information.

Thanks.

Topic: Troubleshooting and Bug Reports / Message Comments Email

Comments on messages that have notification enabled should be sending notifications as well, yes. If you’re not seeing this behavior, please contact support@basecamphq.com. We’ll need a link to a comment that should have sent email but didn’t in order to investigate.

Thanks.

Topic: Basecamp API / Java - API

The Basecamp API uses HTTP Basic authentication. You should also make sure that you’re setting the Accept and Content-Type headers to “application/xml”.

Topic: Troubleshooting and Bug Reports / New search feature

tmc, if you send details to support with the name of your Basecamp site and the search terms you’re using but not getting results for, we’ll investigate.

Topic: Basecamp API / File attachments and Perl

There are some errors in your XML. In some places you use a hyphen to separate words, but in others you use an underscore. Here are a few that I found when running it through the tidy command to indent:

% tidy -i -xml test.xml 
line 1 column 217 - Error: unexpected </use_textile> in <use-textile>
line 1 column 328 - Error: unexpected </post> in <use-textile>
line 1 column 566 - Error: unexpected </original-filename> in <original_filename>
line 1 column 589 - Error: unexpected </file> in <original_filename>
line 1 column 598 - Error: unexpected </attachments> in <original_filename>
line 1 column 614 - Error: unexpected </request> in <original_filename>
0 warnings, 6 errors were found!

Topic: Troubleshooting and Bug Reports / Uploading .numbers files not Basecamp to working

What you see as files with a .numbers extension are actually folders. If you control-click and select “Create archive of …” you can create a single zip file that you’ll then be able to upload.

Topic: Troubleshooting and Bug Reports / potential security issue - files are accessible from Amazon S3 without authentication

The URL that we use to link to files stored on S3 is generated dynamically and is only valid for 5 minutes.

Topic: System Announcements / 37signals Open Bar Single Sign-on now includes Highrise

Scott, click on My Info in the top right corner of a Basecamp page and you’ll see a section that’s titled “Using OpenID with APIs and RSS/iCal Feeds”. Now, click on the use this username/password link, and you’ll see the username and password that you should use for iCal subscriptions.