Meistertask not loading @Duke Uni

ellen thoresen
ellen thoresen EN Business Posts: 5 Beginner
edited August 1 in Ask the Community

Help!

- for the last day and a half, we have not been able to load Meistertask dashboard. It is not just me, the vendor we collaborate with is also not able to load. We keep getting a Server error. I know that there was an upgrade a few days ago. Attached is a screenshot of the developer console while trying to load.

Meistertask error screenshot.PNG

Answers

  • Damon Seils
    Damon Seils EN Business Posts: 1 Beginner

    I have also been receiving a server error for the past day and half. Deleting cookies and restarting my web browser (and trying another browser) have not solved the problem.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @ellen thoresen and @Damon Seils ,

    thank you for reaching out. I understand how frustrating this issue must be, especially when it disrupts your workflow. It seems that this problem is specific to your institution, and some of your colleagues have already contacted our support team about it since July 29.

    I am truly sorry for the inconvenience and any disruption this has caused you. Please know that our team is actively investigating the issue. I will keep you updated with any new information as soon as possible.

    In the meantime, one of your colleagues mentioned that they were able to access the service using their phone, which might be a helpful workaround for you as well.

    Best, Cornelia

  • ellen thoresen
    ellen thoresen EN Business Posts: 5 Beginner

    Hi Cornelia - Our vendor also cannot load the dashboard, they are a 3rd party and not under our institution. I can have them submit a ticket.

    I do not have a work phone to access the dashboard.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi Ellen, thank you for the information. Yes, please go ahead and ask them to submit a ticket. Once the ticket is submitted, I’ll be happy to expedite it for you. I just need the email address of the person who sent the ticket.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin
    edited August 1

    Hi @ellen thoresen and @Damon Seils ,

    I just wanted to update you, that our team is still investigating the issue. As this issue is only reported by your team, we need to identify the root cause. Therefore, we contacted the Admin of your team and as soon as I get any update, I will let you know.  

    Could you let me know the name of the 3rd party vendor please?

    Thank you for your patience in the meantime. 

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @Hui-Jie Lee, please follow this thread to stay updated. The team at Meister is currently investigating the issue and looking for the root cause. If I have any news or update, then I will share it here.

    Thank you for your patience in the meantime. 

  • Pat Daniel
    Pat Daniel EN Basic Posts: 2 New Here

    I am a vendor user of Duke's meistertask dashboard & I'm experiencing the same issues that Duke is experiencing since 7/29.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @Pat Daniel ,

    thank you so much for reaching out! I'm truly sorry to hear that you're experiencing this issue, and I understand how frustrating this can be.

    Have you already contacted our support team and submitted your issue? If so, please let me know, and I will do my best to expedite the process for you. If you haven't yet, then please reach out to them via this form. When reaching out to support, be sure to use the e-mail address registered to your Meister Account! Otherwise, a response to your request may be delayed.

    I also noticed that you have an account with MeisterTask using the same email address you logged into the community with. To make sure we're looking at the right account, could you please confirm if you are using the email address patricia.daniel@xealth.io for your MeisterTask account, or do you use a different email?

    Best regards, Cornelia

  • Pat Daniel
    Pat Daniel EN Basic Posts: 2 New Here

    My email address for MeisterTask is the same email address I looked into community with, and that is the correct account.

  • Tatiana Segura
    Tatiana Segura EN Business Posts: 2 New Here

    Same issue for me. Meistertask won't open online or app. It says Server Error. Is there a fix?

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin
    edited August 5

    Hi @Tatiana Segura,

    I'm sorry to hear that you're experiencing this issue as well. Last week, our team met with the team admin from your team to examine what is and isn’t working in detail. We've gathered all the relevant data and are currently investigating the issue thoroughly to identify the root cause.

    I will update you as soon as we have identified the root cause and have a fix available.

    I apologize for the inconvenience and appreciate your patience.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin
    edited August 5

    Hi @Pat Daniel ,

    thanks for confirming the details and for contacting the support team to report the issue.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @Jacquie Samples ,

    thanks for reaching out in the other thread. Please follow this thread to stay updated. The team at Meister is currently investigating the issue and looking for the root cause. If I have any news or update, then I will share it here.

    Thank you for your patience in the meantime. 

  • Joerg Koper
    Joerg Koper MT Tester, DE Business Posts: 1,486 Community Leader
    https://community.meister.co/discussion/comment/10808#Comment_10808

    🤞😐️

    Als Experten-Partner von Meister führe ich in meiner Agentur u. a. Workshops für die Integration der Meister Software durch. Hier in der Community freue ich mich auf den Austausch mit Euch und helfe bei Fragen zu MeisterTask, MeisterNote und MindMeister gerne weiter.

    Weitere Informationen findest Du auf agenturkoper.de und LinkedIn.

  • Jacquie Samples
    Jacquie Samples EN Business Posts: 5 Beginner

    Hi Cornelia,

    Then for directing me to this thread. I want to add to my comment that this impacts my whole department who, aside from myself, do not have the app on their phones.

    Thanks for continuing to work on this issue!

    Jacquie Samples

    Head, Metadata & Discovery Strategy Department, Duke University Libraries

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Thanks for the information @Jacquie Samples. I'm really sorry to hear that this issue is affecting your entire department. I understand how challenging this can be. Based on recent feedback, it seems this is a widespread issue currently affecting projects owned by Duke University. We've had several other users from Duke University reach out to us about this as well.

    I don't have any updates to share at this point, other than the team at Meister is still looking into the issue. If there is any new information to share, I'll update this thread.

  • ellen thoresen
    ellen thoresen EN Business Posts: 5 Beginner

    Hi Cornelia - Is there any way to escalate this? We are going on a week now with this widespread outage affecting the work for many areas across Duke University and Duke Health. Can a Meistertask analyst hop on a zoom with our Technology Support?

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @ellen thoresen ,

    feel free to contact the Meister support. You can find all available option to contact them here. I am in contact with my colleagues from the support team daily and will post any news here in the thread.

    I understand that this outage is affecting the work for many areas across Duke University and anyone who is involved in a project board that is owned by Duke University. I am sorry for the inconvenience and any issue that this might cause, I know this can be incredibly frustrating.

    Our team here at Meister had a call last week with the Team Admin of Duke University to analyze the issue and see in detail what works and what doesn't. We've gathered all the relevant data and are currently investigating the issue thoroughly to identify the root cause.

    I will update you as soon as we have identified the root cause and have a fix available. I apologize for the inconvenience and appreciate your patience.

  • Jacquie Samples
    Jacquie Samples EN Business Posts: 5 Beginner

    @ellen thoresen and @Cordula Landt

    Good morning! Has there been any updates or developments on this issue? The ticket I opened recently has disappeared from support. That is the link no longer works and I am unable to view any tickets that others at Duke may have submitted. I understand that checking this thread has been recommended.

    Thanks,

    Jacquie Samples

  • ellen thoresen
    ellen thoresen EN Business Posts: 5 Beginner
    https://community.meister.co/discussion/comment/10825#Comment_10825

    No Updates as of yet. Perhaps all the Duke tickets have been merged into one as it appears to all be related.

  • Jacquie Samples
    Jacquie Samples EN Business Posts: 5 Beginner

    Thanks, that makes sense. If the tickets were merged, I would want to be able to access whatever remained. I appreciate your note, though!

  • ellen thoresen
    ellen thoresen EN Business Posts: 5 Beginner

    @Cornelia Patscheider Any updates?

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin
    edited August 9

    Hi @ellen thoresen ,

    I'm so sorry, but I don’t have any updates for you right now.

    We know that many users at Duke University are having trouble opening projects in MeisterTask, and I deeply apologize for the inconvenience and the long wait.

    Our team is in touch with the Administrator at Duke University, and we've suggested a probable solution. We’re doing our best to explore every option together.

    Thank you so much for your continued patience. As soon as I have any news, I’ll let you know right away here in the thread.

  • Tatiana Segura
    Tatiana Segura EN Business Posts: 2 New Here

    Well… unfortunately a week is all I can take without having a project manager software. Anyone here has suggestions of other options for Duke? Maybe Teams Projects?

  • Hui-Jie Lee
    Hui-Jie Lee EN Business Posts: 1 New Here

    It's been 2 weeks and I still can't access to the dashboard. Is there any timeline regarding when this will be fixed?

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @Hui-Jie Lee ,

    I'm so sorry, but I don’t have any updates for you right now. There is no information on the timeline available at this time. The Meister Team is in touch with the Administrator at Duke University to explore a possible path forward. I deeply apologize for the inconvenience and the long wait.

  • Cathy Rice
    Cathy Rice EN Business Posts: 1 New Here

    I refreshed last night (Aug 18), and MeisterTask and all of my plans came up!!!! YAHOOEY!

    —Duke University Employee

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi @Cathy Rice , thank you so much for the confirmation—I'm thrilled to hear that it's working for you!

    I'm happy to share that Meister implemented a potential solution in the last couple of days. I was waiting to get confirmation from the Admin at Duke before saying anything, so it's wonderful to hear that it's been effective for you. This is an excellent sign, and I'm so glad it's made a difference!

  • Jacquie Samples
    Jacquie Samples EN Business Posts: 5 Beginner

    It's alive!! Yay! Thanks for letting us all know, @Cathy Rice!

    — Another Duke University Employee

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,150 Community Admin

    Hi everyone 👋,

    I wanted to share that we have received good news from the Admin at Duke University. He confirmed that the solution we had implemented in the last few days is indeed working.

    We found the source of the issue, and it has now been resolved. You should be able to log into MeisterTask without any problems once again.

    Again, I’m very sorry for any inconvenience this may have caused. If anyone is still unable to log in, please don’t hesitate to reply, and I will be happy to take a look!

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