So, this is what happened today. They did an auto update and their system no longer works, I have 12hours+ of offline tracking and losing lots of money because of that. I sent a ticket and got an answer reallly quick which got me excited, I sent them what they needed to see what's going on with my server but they never logged in to do anything and I get no more answer from support.
Was really happy with FF but now, man I'm pissed.
Sorry to hear that buddy, hope they will solve it ASAP for you.
Thanks Erik, I'm in touch with him at the support desk but we're not on the same timezone, I think it's night over there.
He mentioned that he fixed it by overwriting the files - but still trying to understand what went wrong here.
Yes, the problem has been fixed with a friends help by overwriting the files(that without him I would not have access to), they were probably corrupted by/on the auto update process. As you have said, we are indeed on a different timezone, why did your support ask for the data if they were not going to use it right away? I took literally 2 minutes to give them access to server and install. I'm pretty sure you know how sensitive it is to have a tracker offline with live campaigns going on.
I don't know exactly why they didn't reply back immediately but I made it clear this morning that this kind of issues must be taken care of in priority over everything else.
Once again I apologize for what happened.
Apologies accepted! Thank you. The tool is great and I hope it keeps getting even better.
Just allow the end user to defer updates so they can attempt install/update outside of traffic hours. That should solve these issues.
The next upgrade will include the switch to manual updates. It will be on by default.