HomeTeam Inspection Service - Notice history

Additional info from ISN

We are pleased to inform you that Inspection Support Network (ISN) is fully operational again. Our team has resolved the recent slowness.
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​Issue Summary and Resolution:
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​Initial Problem: We recently upgraded ISN’s application development language, necessitating a server migration.
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**​Unexpected Impact: **This process was successful, but a configuration oversight initially limited CPU access, leading to today’s performance and availability issues.
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​Solution: We have since rectified this, ensuring ISN now has adequate CPU resources.
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We understand the inconvenience caused by this interruption and apologize for any disruption to your business. Our team worked as quickly as possible to resolve the issue.

If you have any further questions or require assistance, please feel free to contact our customer support team at help@inspectionsupport.com. Your feedback and understanding are greatly appreciated as we continually strive to improve our services.
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Thank you for your patience and continued support.
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Warm Regards,
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ISN Team

ISN tells us that this issue has been resolved.

From ISN

Hourly Update:

We are still working on a fix for the slowness in ISN.
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​Summary of the Situation:
Due to some recent system upgrades, you may be experiencing reduced speeds, intermittent log in issues, and loading issues in your ISN.
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​Immediate Actions Taken:
Our dedicated technical team has identified the issues, and are currently working to resolve these issues.

Troubleshooting Steps:
If you are experiencing this issue, try reloading your page.
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We will provide hourly status updates via email.
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Please accept our sincerest apologies for the inconvenience this situation may have caused. We assure you that we are doing everything possible to restore the Inspection Support Network service as quickly and safely as possible.
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For any immediate queries or additional assistance, feel free to contact our customer support team at help@inspectionsupport.com .
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Your patience and understanding in this challenging time are highly appreciated.
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Thank you for your support.
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Warm regards,
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ISN Team

From ISN:

We are pleased to inform you that Inspection Support Network (ISN) is fully operational again. Our team has resolved the recent slowness.

Issue Summary and Resolution:

Initial Problem: We experienced a higher than expected load on the system due to recent upgrades. Once we scaled the system limits main issues were resolved.

Unexpected Impact: This caused reduced speeds, intermittent log in issues, and loading issues.

Solution: Our development team scaled the system limits, which resolved these issues.

We understand the inconvenience caused by this interruption and apologize for any disruption to your business. Our team worked as quickly as possible to resolve the issue.If you have any further questions or require assistance, please feel free to contact our customer support team at help@inspectionsupport.com. Your feedback and understanding are greatly appreciated as we continually strive to improve our services.

Thank you for your patience and continued support.

Warm Regards,

ISN Team

We've received no reports of further issues in this incident since the fix was made.

ISN has implemented the fix previously mentioned. Please continue to follow all prior instruction.

ISN will be releasing an update to address the Email Events issue around noon PST/3:00 pm EST. Please report any issues with Email Events for orders created after this time by emailing help@inspectionsupport.com and Cc'ing jeremy@hometeam.com, and include the OID of the order(s) affected.

Please keep an eye on the emails for existing orders, even if the inspection is scheduled for the future. If Email Events for the Client are not shown on an order now, it is unlikely they will return after the fix as the order has already been created.

Emails can be sent manually following instructions here: Send an Email Template from an Order If you are unsure as to which template should be used, for reference you can go in ISN to Email Events on the Email menu.

Update from ISN:

On December 19th, we sent out an update that added features to implement having multiple clients per order.

On December 22st we received reports of email events not correctly being sent to Clients, and we immediately pushed out a patch to fix this.

Some orders that were created between those days had email events that were not properly queued to send to clients. These emails were either manually sent or were automatically put on hold by the system after aging past 24 hours.

The underlying technical issue was having multiple email events queued in the background for a single client. This resulted in the email system showing a status of "--waiting for event--" making the email events look "stuck".

We are continuing to monitor our email system and will address individual issues as they come up.