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Deadly Olivier

Suddenly Unassociated products

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5 minutes ago, Arwen Serpente said:

Dear Support Team/LL,

Could someone tell us what this bug is? What's causing it? Even though you are working to restore missing items, that's only a band-aid if the core issue has not been fixed. I've been going to the stores of merchants that I frequently buy from - they have missing products (one I bought just yesterday), and I see some merchants are relisting them in an effort to not lose sales.  Should we have confidence that this bug is fixed? Or is it just, wait, watch, report missing, restore...

Exactly. If they can’t say what caused it, they can’t prevent it.

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4 minutes ago, Arwen Serpente said:

Dear Support Team/LL,

Could someone tell us what this bug is? What's causing it? Even though you are working to restore missing items, that's only a band-aid if the core issue has not been fixed. I've been going to the stores of merchants that I frequently buy from - they have missing products (one I bought just yesterday), and I see some merchants are relisting them in an effort to not lose sales.  Should we have confidence that this bug is fixed? Or is it just, wait, watch, report missing, restore...

I noticed it only happened to my top sellers.  I originally thought it was malicious since of this.

I have hundreds of products for sale, but the items that got removed were all top sellers.  Also they were all linked together in Related Items (in some way) and in similar categories.  None of the popular items in other unrelated categories were touched.  This may all be just a coincidence, but there's a lot of coincidences since I sell large array of different products.

It's very odd for a glitch.

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Is it maybe the act of a customer buying or carting an item is triggering the unassociation? Hence it would be hitting popular merchants best selling items.

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28 minutes ago, Arwen Serpente said:

Dear Support Team/LL,

Could someone tell us what this bug is? What's causing it? Even though you are working to restore missing items, that's only a band-aid if the core issue has not been fixed. I've been going to the stores of merchants that I frequently buy from - they have missing products (one I bought just yesterday), and I see some merchants are relisting them in an effort to not lose sales.  Should we have confidence that this bug is fixed? Or is it just, wait, watch, report missing, restore...

Hi Arwen,

The grid status blog is still open at this time, so we are continuing to work on resolving the issue.  As soon as it has been resolved and passed testing then we will once again update the blog to let everyone know the issue has been fixed.  Until then, if you had objects listed which no longer are please send in that support ticket so we can track that and work with you.  if you heard from others that they have had objects unlisted, please point them to https://status.secondlifegrid.net/ and suggest they submit a support ticket. The best way we have to track issues like this is through our ticketing system, as it allows us to see the scope of the issue while at the same time working with individuals to get to a resolution.

I know this is particularly painful issue for our Marketplace merchants, and while I can't share any details about the nature of the issue I can assure you there are many Lindens hard at work trying to resolve this as quickly as possible.  The Support Team, in particular, is grateful for the patience the community has shown and we will update the status blog just as soon as possible.

Thanks,

Keira

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Hi Keira,

Should those who filed JIRA issues reporting this problem today be told to file a support ticket too or are their JIRA reports enough?

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24 minutes ago, Whirly Fizzle said:

Hi Keira,

Should those who filed JIRA issues reporting this problem today be told to file a support ticket too or are their JIRA reports enough?

Hi Whirly!

We just recently update the status blog.  https://status.secondlifegrid.net/incidents/nylvk04mplfd  At this time, we are asking everyone to review their listings to ensure they are correct.  If after reviewing all listing settings you find an error, then by all means shoot us a Support ticket so we can investigate those instances further.

Thanks for your patience everyone! And Happy Holidays to those celebrating at this time of year!

Keira

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Yay! Fixed for me and it maintained the relevance ranking - all I had to do was make them active again (after checking them)

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So will people's rankings and reviews be back? The last time this happened - and it was fixed less than a week ago - Casper Warden of Caspertech wound up spending I don't know how much in Marketplace commissions getting people who already had his products to rebuy them and then refunding their purchase price so he could get back where he was at the top of the rankings in his category.

Come on, folks...once was bad enough, especially since it took nine days to fix. Twice? Casper's comment about incompetence is looking on-target.

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My listing problems have been resolved and things are back to normal from the looks of things.

I have all of my reviews/ratings back.

Thank you.

Edited by Earalia Nolan
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Mine won't reactivate from the Manage listings section. It is highlighted in red and says no version folder. I don't know what that means. I am unable to log on to a viewer until the morning (on mobile atm). If I have to list this as an entirely new product then ranking is lost, and it was literally #1 seller in my store.

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On 06/12/2017 at 4:54 PM, Dellybean North said:

and within a few hours all my listings were restored as (no version folder) listing folders with ID numbers, in my Unlisted tab.

From there I just Cut the version folder from the numberless Item folders sitting in my Unassociated tab and pasted them into the correct numbered folder in the Unlisted tab. Right click on the version folder and Activate and then was able to preview them from the Manage Listings page on the website. All looked correct and I then Listed them.

^ Does this help?

 

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Just now, Arwen Serpente said:

Mine won't reactivate from the Manage listings section. It is highlighted in red and says no version folder. I don't know what that means. I am unable to log on to a viewer until the morning (on mobile atm). If I have to list this as an entirely new product then ranking is lost, and it was literally #1 seller in my store.

So what I did is go to my Marketplace Listings in Second Life, where you physically drop the inventory in.  You'll find an unassociated folder that's empty without a subfolder where you store the product.  I had to relog for this to show up by the way.

It's a bare folder, so you need to create a subfolder (drag/drop a notecard or something with the product name into the folder, then just delete that item).  Then you put your stuff in the subfolder with the same name, like it looks like your other listings.

Then set that subfolder to activate.

Then on the Marketplace website set it to Listed, and you're set.

 

Hope that makes sense.

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8 hours ago, Whirly Fizzle said:

Is it maybe the act of a customer buying or carting an item is triggering the unassociation? Hence it would be hitting popular merchants best selling items.

For me, it wasn't popular products at all, so I doubt this is what was triggering it. 3 of them were rather new and the other one had only 12 sales so far. However, they've all been in the same category and were also related products. Other related products that were almost the same and also listed at the same day were not affected, only the variants that included the same script were. Since I didn't lose any reviews and only a few sales, I relisted them several times - now without adding any keywords, they've stayed and were not unlisted anymore. Since the 4 items with the same script also had similar keywords, I do think that has something to do with it...

For people like Casper this would be no solution, of course. However, reselling all the items to get the numbers back is no solution either. It's good that we can get the items back with reviews and numbers intact - thank you for this! - but it would be great if we were told the cause of the issue eventually (once it's clear what it is and once it's fixed if the knowledge could be abused).

And one question: Is it ok to not get the old listings restored via support and instead keep the relisted items? As said above, I didn't lose much, so I'd rather save me and support the time for the recovery and relisting. Unless the old items are somehow lingering and could affect the new listings. I doubt that, but since we don't know the root cause, it would be good to know that the manually relisted items are safe.

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To Whirly and Earalia, thank you both for your help figuring out how to get the item reactivated. I was able to log on just now and reactivate the item through the viewer. :)

To Support/LL, thank you for getting this fixed!

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It took a bit of puzzling and harvesting product ID numbers from inactive product page URLs, but the affected products are back up, ratings and rankings intact (presumably because this got fixed within 24 hours). Mucho gracias, support teamers.

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It hit me as well. And it's also about the most popular items (sic!). I managed to bring them back, with advice given above but... seriously.. if Marketplace is unlisting best selling products, can it get any worse? :(

 

 

Edited by QuestionMarkk

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Thanks to everyone in this thread for making me feel lucky, I only had ONE item unassociated and was wondering if there was a reason for it... my Rink & Roll 50s themed roller rink just disappeared from my MP store for no reason. What sucks most about this is you lose all the positive reviews on this listing you have collected also >:(

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On December 11, 2017 at 7:53 PM, Earalia Nolan said:

So what I did is go to my Marketplace Listings in Second Life, where you physically drop the inventory in.  You'll find an unassociated folder that's empty without a subfolder where you store the product.  I had to relog for this to show up by the way.

It's a bare folder, so you need to create a subfolder (drag/drop a notecard or something with the product name into the folder, then just delete that item).  Then you put your stuff in the subfolder with the same name, like it looks like your other listings.

Then set that subfolder to activate.

Then on the Marketplace website set it to Listed, and you're set.

 

Hope that makes sense.

I am really confused. All of my unassociated folders have something in them, except one:  https://www.dropbox.com/s/ixwt9y7ppccwyrm/Screenshot 2017-12-17 18.43.57.png?dl=0

No clue what to do. 

 

I found that most of them, out of a few dozen, were actually now listed. No clue how, or why they still show up in the unassociated folder.

 

Edited by Pamela Galli

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I submitted my ticket (#191380) with my missing listings 7 days ago and they are yet to be restored.  They show up under unassociated, but when inputing the correct id it fails and says it cannot find it. (see attached)


Why does the SL status page still show this as a resolved issue when it is not?

Screen Shot 2017-12-18 at 4.21.11 PM.png

Edited by Lastat Daxter
I'm a newbie :P

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On 12/11/2017 at 8:08 PM, Keira Linden said:

Hi Whirly!

We just recently update the status blog.  https://status.secondlifegrid.net/incidents/nylvk04mplfd  At this time, we are asking everyone to review their listings to ensure they are correct.  If after reviewing all listing settings you find an error, then by all means shoot us a Support ticket so we can investigate those instances further.

Thanks for your patience everyone! And Happy Holidays to those celebrating at this time of year!

Keira

 

Now perhaps I unlisted my item in my sleep (honestly I am not ruling it out - I do my best work asleep).  

I am not premium but am a concierge account (does that still exist? anyway).  It's been 14 days since my ticket was opened and nothing has been updated...  Is that a normal turnaround time - 14 days??

 

  • Dakota Linden
    said  14 days ago
    Hello Charlotte Bartlett,
     
    Thank you for letting us know that one or more of your Second Life Marketplace Product Listings was affected by the recent issue.
     
    I have forwarded the information regarding your Product Listings to the team so that they can work on restoring your listings as quickly as possible.
     
    Once they have let me know that your listings have been restored, I will update this support ticket. 
     
    Kind Regards,
     
    Dakota Linden
    Customer Account Operations Specialist
    Linden Lab
Edited by Charlotte Bartlett

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On 12/22/2017 at 8:57 PM, Charlotte Bartlett said:

Now perhaps I unlisted my item in my sleep (honestly I am not ruling it out - I do my best work asleep).  

I am not premium but am a concierge account (does that still exist? anyway).  It's been 14 days since my ticket was opened and nothing has been updated...  Is that a normal turnaround time - 14 days??

 

  • Dakota Linden
    said  14 days ago
    Hello Charlotte Bartlett,
     
    Thank you for letting us know that one or more of your Second Life Marketplace Product Listings was affected by the recent issue.
     
    I have forwarded the information regarding your Product Listings to the team so that they can work on restoring your listings as quickly as possible.
     
    Once they have let me know that your listings have been restored, I will update this support ticket. 
     
    Kind Regards,
     
    Dakota Linden
    Customer Account Operations Specialist
    Linden Lab

I submitted my support ticket with all missing listings 13 days ago; my product listings have been missing for over a month now. I also filed a JIRA. The day I posted (above) Spidey Linden fixed one of the 8 missing listings. I'm still waiting for the remaining listings to be fixed.

Personally I don't think devs at Linden Labs are giving enough attention to this mater, but it makes sense economically from the business' perspective. They aren't loosing any money because of this, only us merchants are. When shopping for a product on MP, there's a high chance you're going to find what you're looking for because there are so many options. If your listing is missing, the customer will find your competition and buy that. Linden Labs still get the same commission, so why would they allocate extra resources to fix this?

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On 12/25/2017 at 12:31 AM, Lastat Daxter said:

They aren't loosing any money because of this, only us merchants are.

LL has lost about 5.26% of what we all lost during the Great Unlisting Event of 2017.

Edited by Arduenn Schwartzman

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