Timing of refresh from production account is inconsistent

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Ange Harragon

• 11 July 2022 08:05

Hi Ax team

We have experienced several instances where Ax has not refreshed at the beginning of the month and the pop up message did not display so we were unsure if the refresh had happened.

Is there some way the refresh process can be more consistent / timely and a way of being able to check if it has refreshed? Your website Q&A says refresh is updated "at the beginning of each month" but I believe refresh occurred last Friday 8th July.

If the refresh is going to be later than expected, perhaps an email notification could be sent to clients?

Looking forward to hearing from you.

Thanks

4

• Official comment

  

  Brenden Carr

  • 28 July 2022 00:26

  Hi Ange and Ash,
  
  Firstly, thank you for your feedback. We agree, that Staging refresh events haven't been as reliable as they have been in previous months.
  
  To improve this experience and to provide consistency to the event we have been undertaking improvements both in the process and in the systems associated with the task. We also accept that communication from our side could be improved, and we are also working to address that.
  
  Moving forward, we are committed to ensuring that the refresh events occur more consistently. Should there be an unforeseen event that will impact this, we will provide an in-app message in the Staging environment advising so. Our aim will be to consistently refresh the staging environments on the first business day of each month.
  
  With the August refresh just around the corner, there are some technical limitations preventing us from completing this on the 1st for this month. However, we're gearing up to have staging refreshed by the 2nd. From September onwards, we will return to our target of the first business day of each month.
  
  Thank you again for the feedback and please reach out to our Support team if you have any further questions.
  
  Regards,
  Brenden

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  Ash Singleton

  • 11 July 2022 08:13

  Agree, this is an ongoing major issue. 
  We try to plan testing, trials and training with our student and trainers to be from the 5-29th of each month to be away from refresh. We sometimes have to plan weeks in advance with not a lot of flexibility. 

  Staging needs to be consistent so we can plan around it. We have had times where we lost hours of work when it wiped early (15th), and another time where we added everything to production to wipe across, only for it to not wipe across until really late (8th) and had to add everything into staging. 

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  Kate Penney

  • 09 August 2022 00:41

  Agreed. When we raised it, we were told it was based on the shard we were in. We also didn't recieve any notification of this change the long held 'First business day of the month' roll over but it seems this is just an issue across the system in general. Fingers crossed for an improvement in this area.

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  Ash Singleton

  • 09 August 2022 01:05

  Happened again this month Brenden. 
  Advised it would be on the 2nd, ended up being halfway through the 3rd with no notice or in-app message. 
  I lost what i was working on and then was locked out for hours as they forgot to turn our SSO back on. 
  Very frustrating, perhaps it should only be refreshed bi-monthly to allow the development team more time to get ready. 

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