Error message when trying to view My Programs

**Entrepreneur** · 03-10-11

This morning I am getting an error message when trying to view My Programs:

An error has occurred

Internal error occurred

We are sorry for the inconvenience this may have caused. If this error persists please do not hesitate to contact your local TradeDoubler support.

**Entrepreneur** · 03-10-11

UPDATE: Seems to have cleared and I'm now able to access My Programs.

**amrob2** · 03-10-11

Except it hasn't cleared!

I have been getting that message all morning since around 10am and am still getting it now. I won't even bother wasting my time emailing TradeDoubler support as I never get replies when I email them.

Can someone at TradeDoubler please tell us what is going on with the website? On a previous thread we were informed that all the database errors that we have been receiving for the last few months were supposed to be being fixed "within a few weeks" except they have not been.

**tara_td** · 03-10-11

Hi amrob2,

We are experiencing some technical problems with our reporting currently which our tech team are already working on. We hope to have it rectified today, apologies for any inconvenience caused by this disturbance.

The Publisher Support Team are available during office hours, from 9-6pm Monday to Thursday, and 9-5pm on Fridays. You can reach us using the contact details below. We aim to respond to all queries within 24 hours now that we have increased headcount in the team, in order to meet the needs of our publishers. I would greatly appreciate any feedback you may have on the support you receive moving forwards.

E: Support.UK@Tradedoubler.com
T: 0845 894 5128, Option 2

Please also feel free to contact me directly if you prefer.

Kind Regards,
Tara

**amrob2** · 03-10-11

Thank you for your reply Tara.

Regarding support, well I finally gave in and sent an email to support using the support forms within the TradeDoubler interface. This was actually just a few minutes before you replied to this thread. I never even received a ticket number for the support message. The same happened when I emailed support after the change to the interface querying as to why I do not have access to the program directory, I never received a ticket number nor a reply. I also emailed the Support.UK@Tradedoubler.com email address and yes you guessed it, never received a ticket number nor a reply.

So unfortunately from my perspective there is zero support. I do not block email addresses on my website domain so it isn't as if I have accidentally blocked your support address from replying to me (and I receive all the other TradeDoubler emails to do with my subscribed programs).

Regards
Andy

**tara_td** · 04-10-11

Hi Andy,

That's very unusual! You may not receive a ticket number when using the online support form but you definitely should when emailing us directly.

Have you already added tradedoubler to your list of trusted email addresses? Also, did you check the junk folder?

As I said feel free to email me directly if needs be.

Many thanks,
Tara

**barneyboy** · 04-10-11

Any idea when this will be fixed please?

**amrob2** · 04-10-11

Hi Tara

I have my server configured so that emails on the specific email account that I use for affiliate advertising does not use trusted email addresses or junk mail folders. Basically ANYTHING that is sent to the specific address will come through, but nothing from support ever does.

I will drop you an email on Wednesday at some point with my account details and if you could pass that on to support it would be appreciated.

Regards
Andy

**tara_td** · 05-10-11

Hi amrob2, look forward to hearing from you

Hi barneyboy - you shouldn't be seeing this issue anymore? PM or email me your account details (site ID and username please) and I will have a look.

Thanks,
Tara

**barneyboy** · 05-10-11

Thanks Tara,

I was getting the internal error message most of yesterday for about 50% of attempts but seems to be OK now. Also there were no impressions/clicks/sales showing at all yesterday, but this caught up last night as well.