MYOB 18/06: Updates on forum errors since upgrading
Hello to all MYOB Community Forum members, staff and visitors!
It has been 6 weeks since we made our upgrade to the new version of the Community Forum.
I wanted to provide some transparency around the experience so far, our known issues, what actions are being taken and what has been resolved so far.
Thank you all for your feedback and engagement with the change, I look forward to being able to fully realise the potential of the forum and having MYOB working side by side with customers to learn from each other, answer questions and solve problems.
Please see the details below of outstanding, resolved and ‘other’ issues.
Open issues
- Some new posts not appearing for moderators in the back-end tooling.
- This is an important one that we are working hard to resolve – we want the majority of posts, if not all of them, to receive a response. Ideally this would be a reply from other members of the community or alternatively it will be from our MYOB moderators.
- In the interim, moderators are working through the front end of the community, filtering/looking for posts with no reply, and responding to them.
- Some registered members are unable to create new posts.
- So far this seems to only be affecting MYOB Staff that are not part of the moderation team.
- It also only seems to be affecting a subset of boards.
- This is still being investigated – if you are receiving an error when trying to create a post please let me know.
- Errors could be ‘something went wrong’, ‘cannot add message’, ‘you’ve exceeded the maximum number of posts you can publish’.
- The ‘back-end’ support tool has been presenting old posts to the moderators as if they were new.
- This would have caused some members to get a reply or acknowledgement of a post that was potentially months/years old.
- Moderators are now validating the ago of a post through the forum itself before responding to ensure this is not a concern.
- Clicking the magnifying glass on the top right of the page did not present the search bar
- This was intermittent, did not affect all members and was also improved by clearing cache.
- This will be resolved on the 27th June when community version 24.5 is released.
- After searching for an answer in the forum, when scrolling down through results, the page would glitch as it expanded to show more results.
- Thankfully this did not affect the functionality of giving results to search queries, but it has not been a good experience to see on the page.
- This will be resolved on the 27th June when community version 24.5 is released.
Resolved issues
- Email notifications included minimal preview of the post, compared to previous experience where you would see the entire message.
- 15/06 - Email notifications now display the whole message rather than a preview
- We are still working further with the team to have the subject line reflect the title of the post however
- Unable to send private messages.
- This was resolved on 13/06
- As an FYI, by default, registered users do not have the ability to send private message, this is to encourage open discussion amongst the community.
- There may be times that moderators will need to communicate with you by private message however in which case you will be granted the ability to do so.
- If you feel you need the ability to send private messages, please reach out to a moderator via our ‘welcome to the community’ board.
- When clicking the notification bell icon, the page with a users notifications would come up blank or be missing information.
- This was resolved on 11/06 – if you still encounter any issues here, please let me know.
Other issues
- When the upgrade was first completed, there were multiple instances of customers clicking on a post or a link and being redirected to an unrelated post or location within the forum.
- It has been very difficult to replicate these experiences in order to have the developers investigate further/work on a solution.
- Initially we found that clearing cache helped reduce the frequency of this, BUT it appears to have resolved itself.
- Please let me know if this happens again to anyone!
Thank you again for your participation with this Community. I look forward to what the future holds for our forum and its members.
If you have any questions or feedback, please send me a reply here.
Cheers, Mike – Social & Community Support Manager
