Sorry, you have experienced an unexpected server error.

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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!

mpalmi27

416 Points

Posted 2 years ago

2 years ago

Drew N, Community Manager

260,764 Points

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

2 years ago

mpalmi27

416 Points

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?

2017-05-17T15:59:41+00:00

Drew N, Community Manager

260,764 Points

I am sorry. I can check on it for you. This particular problem can't be fixed by tech support. It requires developer intervention and they have schedules to keep so it can take longer. Is the email currently on the account the one you want?

2017-05-17T16:06:42+00:00

mpalmi27

416 Points

I have it changed back to the original right now. I was told by help desk not to change it away from the original.

FYI, it was escalated to the developers Thursday.

(Edited)

2017-05-17T16:37:17+00:00

Drew N, Community Manager

260,764 Points

Since changing it back did not work, feel free to set it to your desired email. Then I will contact the developers again and see if we can get it resolved for you. At this point, the developers need to make some manual adjustments to your account, so it should not matter at all if you use the original or not.

2017-05-17T16:50:49+00:00

mpalmi27

416 Points

Hello Drew,

I have changed it to the generic work e-mail we wanted to move it to. *Crosses fingers*

2017-05-17T18:01:01+00:00

Drew N, Community Manager

260,764 Points

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.

2017-05-17T18:49:52+00:00

mpalmi27

416 Points

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?

2017-05-17T18:58:55+00:00

Drew N, Community Manager

260,764 Points

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.