Failures & Feedback

Last week we had a hardware failure that briefly took a bunch of our servers offline. It’s not the kind of thing that makes us happy, but like it or not this stuff will happen. Handling it well is part of what it means to run an online service. We responded quickly, got our servers up and running again, and everything went back to normal.

 

Except it didn’t, really. Although traffic levels looked fine, news articles were moving through the system smoothly, etc., the down time had created a creeping backlog of requests to create new user accounts. (When you run Evri from your iPad for the first time, we spin up a customizable stream of news just for you.)

 

By the end of the week things got bad enough that more than half of our first-time users weren’t able to connect at all. To make things even worse, they got an error message saying that there was a problem with general network connectivity. Which just wasn’t true – the problem was all on our end.

 

To the thousands of folks who gave Evri for iPad a try last week and weren’t able to get past the loading screen: we’re sorry. We’re sorry we didn’t have a chance to show you what we’re all about, but we’re even more sorry that you got such a confusing error message from us.

 

If you ever run into a problem using an Evri app, we want you to know that we’re just an email (feedback@evri.com) or a tweet (@evri) away. We care about your experience and we’re committed to making it better. If you weren’t able to connect last week, we hope you’ll give us another shot and let us know what you think.

 

Thanks for your patience,

Adrian Klein (VP of Product)

Will Hunsinger (CEO)

 

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