Sorry, you have experienced an unexpected server error.

  • 1
  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Archived

Since Wednesday May 10th, when clicking on the Websites Manager link I get the "Sorry, you have experienced an unexpected server error." page from Homestead.




I have contacted Homestead chat multiple times. The most I can get it "their working on it" and nothing else!

We were working on a 2nd site using the new new builder and can no longer access this site unless I clear my browser files EVERYTIME. Then I might be able to choose between the live site and the new one. 

When I click on the new site it is back to "Choose your site" using SiteBuilder Plus instead of the newer version so I do not see the design we were working with.

 our administrator was hoping to get some additional work done on the new website before an up and coming board meeting but Homestead has left us hanging for almost a full week now!
Photo of mpalmi27

mpalmi27

  • 416 Points 250 badge 2x thumb

Posted 1 year ago

  • 1
  • 1
Photo of Drew N

Drew N, Community Manager

  • 257,282 Points 100k badge 2x thumb
The problem occurred when the account email was changed. There are a couple of options. If you have not made much progress on the new site, then you can create a new on and it should be fine as long as you don't change the account email. The other option is if you have made progress, I can see if I can escalate the issue and get it resolved by the developers. In either case, please make sure the email address you want to use is on the account. This will be your log in email. Then we can proceed with either option
Photo of mpalmi27

mpalmi27

  • 416 Points 250 badge 2x thumb

Correct! The site allowed the e-mail to be edited so I wanted to change it to our generic work e-mail. That is when the issues started. Contacted help via Live Chat and they told me I needed to change the e-mail back. Changed my e-mail back and no change.

Contacted help via Live Chat again and my issue was escalated but they could not give me any timeline. This was Thursday, 6 days ago and it still has not been fixed!

Curious what is going on, and why they seem to be dragging their feet to get this fixed?


Photo of Drew N

Drew N, Community Manager

  • 257,282 Points 100k badge 2x thumb
Ugh. So in this case here is what I did in the interest of getting you working. This was a difficult one, but here is what happened. To change the email was going to require 2 different developer teams to coordinate their efforts. I was able to get a hold of 1 team and they told me they can fix it if we go to the old address. SInce the 2nd team only does this work on Fridays, I opted to switch you back to the original email and had the developer repair the site. You will need to log in using your gmail, but you will be able to edit the site now. Please clear your browser history before logging in to Homestead.
Photo of mpalmi27

mpalmi27

  • 416 Points 250 badge 2x thumb

Thank Drew,

Logged in and it asked me to choose a new Website, but it was pointing back to Sitebuilder plus instead of the new Website builder.

Clicked Homestead at the top left to get out and the newer page we were working on returned with Website Builder so it looks like we are good to go!

Why is it that the Live Chat Help Desk couldn't get this done in 6 days, but you were able to do it in hours?

Photo of Drew N

Drew N, Community Manager

  • 257,282 Points 100k badge 2x thumb
I am glad you are back online. I am not yet sure what happened, but will look into it to see if we can make sure it doesn't happen again. The chat team does not have direct contact with all departments. They can create and escalate a ticket, but in this case, I made direct contact with the developer to locate the job request and expedite it. I am very sorry for the delay, but happy you can edit again.
Photo of mpalmi27

mpalmi27

  • 416 Points 250 badge 2x thumb

Looks like I will skip the Live Chat and come straight here from now on. LOL

Thank you for the extra steps you took!

Photo of Drew N

Drew N, Community Manager

  • 257,282 Points 100k badge 2x thumb
Haha. You are welcome here anytime. I am always happy to help.

This conversation is no longer open for comments or replies.