Schoolsbroadband - Netsweeper issues

[stevenramsden]

Hi,

Anyone else having issues with web pages sometimes not loading and timing out.

Got a few schools seeing:

 

"WebsiteName" didn't send any data

err empty response,

(see attached screenshot)

 

Users seeing error messages on various sites, sometimes even simple google searches time out.

Sometimes the pages refresh and work, other times they have to manually refresh the page.

 

Seen this myself today and yesterday across multiple sites, but bit of an intermittent issue, as the pages seem to eventually load, it makes diagnosing the problem difficult as there is no real pattern.

 

I've logged a ticket with SBB,

So just want to see make sure I'm not the only person seeing this Today/Yesterday?

 

Thanks

Steve

[BrotherSidious]

We've had over a week now of issues accessing the NetSweeper management console reliably. Its awful and all we are being told is it's a "NetSweeper" issue. No idea when it will be resolved or what the cause is.

[MrWu]

Having issues accessing Netsweeper console today, extremely slow and times out..

[stevenramsden]

I got the below response from SchoolsBroadband yesterday:

 

"Further to the issues this morning relating to a loss of internet access, Netsweeper have identified and fixed the issue and have had reports that it is no longer present. We do not expect a repeat of this. We apologize for the ongoing inconvenience and the head of our NOC team is working daily with Netsweeper's equivalent to make sure there is a permanent resolution to the wider issues in relation to the webadmin. "

[yac2016]

Endless problems accessing the Netsweeper admin portal.

[stevenramsden]

I am able to access the webadmin portal today, but had trouble on and off with this in the past week or two.

It sounds like there is an on going issue with the webadmin portal and that when trying to fix this, it causes other/more issues.

[SchoolsBroadband]

Hi folks,

 

firstly thanks for your patience and we're sorry for the impact it has on changing configuration

 

We have an issue affecting the web configuration portal (not filtering) which Netsweeper are working on but they're currently struggling to create a permanent fix. I have another video call with their CEO, top tech and our Technical Director today to get an update on what the resolution is and why the issues are randomly happening. Netsweeper are doing all they can to fix the issue but it hasn't been resolved yet. We are very much in their hands at the moment but are doing all we can to assist. As soon as I have a positive update I will let you know.

 

Thanks

 

Dave

[stevenramsden]

Hi Dave

My original issue was with the filtering.

I had users unable to access lots websites getting error as per my screenshot.

Websites and web searches just timing out all the time and pages not displaying.

With users constantly having to refresh pages.

 

I logged a ticket, spent an afternoon on the phone to support with them suggesting I was an isolated case.

 

Once I had seen this happening across multiple sites, multiple users over multiple days I logged a second ticket, to establish if I needed to spend my time dealing with the affect users And logging tickets individually or if it’s a wider issue that once resolved would fix all my problems.

 

The response I got back at the end of the day suggests there was a netsweeper issue beyond webadmin access.

 

But your reply suggest there wasn’t a filtering issue at all...

Maybe I should re-open my support ticket?

[SchoolsBroadband]

Hi Steve,

 

as per my PM please send me through the case reference. We are not aware of any global filtering issues affecting all customers, just the Web Admins.

 

I'll then get a NOC engineer to advise.

 

Thanks

 

Dave

[TMBS]

We've had connection issues whole site for the past couple of days. Intermittent internet access for all staff/students and not access to the portal.

[SchoolsBroadband]

PM'd Tracey.

 

Dave

[SVM]

There are issues with filtering as well as webadmin, there was another post with schools commenting about unfiltered access, we have experienced it as well at a couple of schools.

 

 

Hi folks,

 

firstly thanks for your patience and we're sorry for the impact it has on changing configuration

 

We have an issue affecting the web configuration portal (not filtering) which Netsweeper are working on but they're currently struggling to create a permanent fix. I have another video call with their CEO, top tech and our Technical Director today to get an update on what the resolution is and why the issues are randomly happening. Netsweeper are doing all they can to fix the issue but it hasn't been resolved yet. We are very much in their hands at the moment but are doing all we can to assist. As soon as I have a positive update I will let you know.

 

Thanks

 

Dave

[andy_b]

I have had problems with:

 

Slow Webadmin

No access to Webadmin

Access denied to Webadmin

Unfiltered Internet

Random blocking of sites - even when listed as allow in the Local List

 

[SchoolsBroadband]

I'll PM you both.

 

Dave

[Olliesaurus]

Got reports from one of my schools of students not having any filtering and being able to access any websites they want, I moved all my schools across to Schools Broadband because they were getting good reviews, wish I hadn't bothered now, been more hassle then its worth.

 

Sounds like we are all having the same issues though which is comforting...

[TMBS]

Got reports from one of my schools of students not having any filtering and being able to access any websites they want, I moved all my schools across to Schools Broadband because they were getting good reviews, wish I hadn't bothered now, been more hassle then its worth.

Sounds like we are all having the same issues though which is comforting...

We've been with them for three years now and apart from the initial setup/teething issues the broadband connection has always been reliable - I'd say we've had less than 5 downtimes in the three years and at their worse only a couple of hours.

 

If you PM Dave he's really good at getting the issues resolved.

[sippo]

The point is that you should have to PM the CEO on a public forum to get a resolution. Support tickets take an age to get a resolution.

[Olliesaurus]

We've been with them for three years now and apart from the initial setup/teething issues the broadband connection has always been reliable - I'd say we've had less than 5 downtimes in the three years and at their worse only a couple of hours.

 

If you PM Dave he's really good at getting the issues resolved.

 

Don't get me wrong, the connection has been more or less stable and fast, its just the filtering side of things that have been a nightmare.

 

Not being funny though, if I need to send someone a PM on a forum to get a service fixed that has inexplicably broken, is that not a good indication of something being seriously wrong?

[cullingsh]

And it would appear it's all gone tits up again.

 

I was in WebAdmin keeping an eye of something, got timed out - wen't to log in to be greeted with 'You're account doesn't exist', CLosed the page, and started again to be greeted with:

 

"There is a translation problem which does not allow the Reporter to display proper category names in multiple languages. If you have a custom package installed for branding, you must install the latest version of this package. " click continue and then it times out.

 

I only have one day a week at this school, and it's bloody impossible to get stuff done.

[bentleyboy]

We are also having similar issues:

 

Intermittent access to the web portal

Random filtering of sites

Unfiltered access for students

 

We have taken our student wifi down since Tuesday as they had totally unfiltered web access, this now appears to have found it's way to domain joined computers as well.

[stevenramsden]

I'm now seeing issues with pupils getting access to sites that should be blocked...

[TMBS]

The point is that you should have to PM the CEO on a public forum to get a resolution. Support tickets take an age to get a resolution.

Agreed.

[fiza]

Some time ago when we were with them they blamed Lightspeed for the issues and said Netsweeper would be much better. Glad we left them when we did. We have had 100% uptime and no issues with filtering since leaving.

[SVM]

Its not always the software, normally the implementation. Lightspeed suddenly become stable once schools started migrating over to Netsweeper...

[andy_b]

ERROR: Policy Server connection failure