Quote Originally Posted by davemata View Post
We've identified a few things that are troublesome (imo) with ss57 that I will not elaborate on. However, I'm working with the right people on making the problem go away. Once I have more info, Dawnseeker will have more info, and we'll do what we can to advise all of you. Until then, please, some patience.
Here's the rub Dave. If you do have an issue on your side of things, then it would be most helpful for you, me, and everyone involved if you actually say what that issue was. Why? Because it is going to happen again. Going to. Not might. Going to.

What is so frustrating is having to break through the "denial shell" (maybe that can be a new Unix shell?) that your company and/or whoever handles helpspot has. In some instances, the shell is nearly impervious. All issues except the most blatantly obvious are pushed back upon us, the customers.

If you post here what happened and what was done to fix it, at least people can reference your post when the same symptoms come up again. People can let helpspot / helpcenter / whatever you want to call it (customer contact center) know that the symptoms are the same as they were with this issue and this was the action that was done to fix it from your side, and could they please pass the problem on to technical support / engineering / whatever you're calling it...

Oh, and the only way you could possibly divulge a "trade secret" by doing this is if you go into explicit detail about things. All that is needed is a general overview.

Example:

The situation is that there was a bad execution plan that whatever flavor of SQL that you're using had stored into memory and/or other database issues.

General Overview: We discovered an issue where the databases were not performing adequately. We made a change to the database so that the performance was improved.

Way too detailed: We discovered that the execution plan being run by our instances of Oracle 11g R1 was not performing optimally when doing cross join queries. This was due to a bad execution plan. We have built a new execution plan and the transactions per second have gone up considerably.