StatCounter User Forum  
StatCounter Free web tracker and counter

Go Back   StatCounter User Forum > StatCounter.com > Service Status

Closed Thread
 
Thread Tools Display Modes
  #1  
Old 11-12-2011, 03:45 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default RESOLVED:Problems Logging In

Folks,

Sincere apologies.

We are aware of and working to resolve the current problems with logging in.

Apologies also for the delay in updating the forum - we have a skeleton staff at weekends.

I'll post again shortly as soon as I have more information.
  #2  
Old 11-12-2011, 04:09 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Please rest assured that all your stats are still being tracked & processed to your accounts. We are working to restore your access to view them ASAP.
  #3  
Old 11-12-2011, 04:23 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Folks,

To get immediate access back to your stats, you can use the reset password form here to obtain a temporary password:

http://statcounter.com/forgot-password/

PLEASE bear in mind though, that we are working to restore all original log in information - this means that we plan to reinstate all original passwords as soon as we can.

This issue appears to have been caused by human error - a mistake was made during an update to the log in system. Please accept our sincere apologies for this dreadful inconvenience.
  #4  
Old 11-12-2011, 04:27 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Of course - if you reset your password TO your original password - you won't notice any difference when we restore everything!
  #5  
Old 11-12-2011, 05:11 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Over 80% of accounts fully restored. The balance to be restored in the next 60 minutes.

I am so very sorry about this inconvenience.
  #6  
Old 11-12-2011, 05:41 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Folks,

NO stats are lost!

Some people are resetting passwords for OLD or DUPLICATE StatCounter accounts that they have forgotten about.

Don't worry - we'll help you locate the correct accounts - just give us time. Very, very busy here.
  #7  
Old 11-12-2011, 05:47 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Totally understandably, we are inundated with emails.

We are trying to make initial contact with everyone ASAP so please forgive us if we're using a "template" type response. After the inital wave of emails go out, we will be able to focus on the specific problems some people are having.

Please bear with us.
  #8  
Old 11-12-2011, 07:00 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Folks,

All restored. Everything is back. Full explanation shortly.

We're working through tickets now to clear up some of the confusion this incident has caused.

Reminder: PLEASE MAKE SURE THAT THE EMAIL IN YOUR STATCOUNTER ACCOUNT IS UPTODATE AND ACTIVE!

Inactive emails are causing many problems for many members.
  #9  
Old 11-12-2011, 07:52 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

In a case of very bad timing, we understand that the ROADRUNNER ISP is having problems.

Members using the ROADRUNNER ISP are unable to access StatCounter.

Unfortunately, this is an issue outside of our control. Please report this issue directly to ROADRUNNER and request that they investigate and resolve ASAP.
  #10  
Old 11-12-2011, 08:26 PM
StatCounterJen's Avatar
StatCounterJen StatCounterJen is offline
StatCounter Team
StatCounter Team
 
Join Date: Jun 2007
Location: Dublin, Ireland
Posts: 1,899
Default

Folks,

Just a final update on the problems this afternoon:

We have recently been making changes to improve the service we offer you, our members. One of those changes has been to the way you access your details if you forget your username or password. In a case of pure human error, ALL passwords were accidentally reset this afternoon. Nothing sinister happened. Nobody gained access to your account. Nothing was hacked. No stats were lost. I do understand how worrying this experience was for some of our members today and for that I sincerely apologise.

Unfortunately, when errors like this happen, it takes some time to troubleshoot them, to isolate the source of the problem and then to fix everything up.

Thanks for your patience today and sincere apologies again for the inconvenience and worry caused.

(If anyone is still having trouble, please contact us and provide as much detail as possible about the problem you are facing so that we can help you ASAP.)

(Also - if any of my responses appeared short or abrupt, please forgive me. It was simply a case of trying to help as many people as possible as soon as possible!)

Last edited by StatCounterJen; 11-12-2011 at 08:29 PM.
Closed Thread

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT. The time now is 06:14 PM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.