Characters and Symbols All Over Our Pages Suddenly

  • 0
  • 36
  • Problem
  • Updated 5 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Good Morning,

We received comments today from many users that our website was loaded with all types of symbols/characters mixed in with the text on our various pages. We have no idea why this happened but it wasn't from us. I am the only one who has access to the site for editing. In addition to the inconvenience, I am extremely disappointed that this happened with no warning. We host all these events and people tend to visit the site afterwards. How unprofessional that people had to see this today after our event last night.

I went in to some of the pages to clean this up. However, it is all over (including "our coauthors" page which is extensive). I respectively ask, why did this happen? And I also request that someone from your team clean the rest of this up. I have spent over two hours and cannot do anymore.

Please feel free to email me at mezz01@yahoo.com or call 561-371-2171.

Thank you, David
Photo of David4076

David4076

  • 788 Points 500 badge 2x thumb

Posted 6 years ago

  • 0
  • 36
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Official Response
At this time our we are still working on a bulk restore process to correct the affected sites.We completely understand everyone's frustration and know how important your websites are to your business and are working on a fix as quickly as possible. I was informed that it may still take another day or two before the process is completed.

At this time we have completed numerous manual restores and have been informed from some of you that you have already fixed your site on your own. If your site still needs fixed, you are welcome to reply to this thread with only the domain name and we'll reach out to you in the order that you respond.

Please hold off on specific questions pertaining to your account until you receive a personal email from myself or another Community Specialist. We'll work on the restores in the order that we receive them.

Thank you.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Official Response
We are extremely sorry for the issues regarding the special characters. It did take our developers a few days to figure out the cause and the best way to fix the issue. Last week they did run a script that automatically restored any of the sites, that had not been logged into since the errors occurred. There were however a small % of sites that were excluded from the restore batch because they were logged into or updates were made to them, and the development team did not want to override those updates.

For any customer that is still seeing the strange characters, your site was most likely excluded from the restore batch. As of this writing, we can still restore most sites to the date of August 4th, but will not do so unless you instruct us to as we do not want to override any of your changes.

If you made significant changes to your site after August 8th, and do not want to restore the entire site, please contact us to discuss alternatives as we would like to whatever is fair for each customer as everyone has different circumstances.

You can contact Live Chat support by clicking the Help button at the top of the page, or speak to a live representative at 800-710-1998. For those of you who have posted to this Community thread, I will reach out to you via email. Please do not contact more than one support channel as it will complicate and slow down our ability to properly service everyone.

Thank you.