Times Health Club Community / Website Support / Web site errors
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Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 9 May 2008 11:21


Thanks Jackie, we'll put his one on the list again. Obviously this one will take priority as it's really important that you guys stay motivated to reach your goals.

Really sorry about the frustration. Believe me we'd like to cross off those problems off our list too!

Don't despair, we have solved the main problems and you're doing the right thing by sharing issues on this forums as we need to be aware of them to work on them and solve them.


Cheers,

Em


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 9 May 2008 12:03


Quoting: emarvy
Don't despair, we have solved the main problems and you're doing the right thing by sharing issues on this forums


Thanks. A couple of points.
1) Never sure how to find this forum. It's not listed under any of the groups - at moment, I can only find it under "Recent postings" (which of course relies on someone else making a posting).

2) You could do wonders for image of THC, and for morale among its members, if you
a) acknowledged the reports of problems/errors
b) made a posting when you have resolved a problem
c) give updates of issues you are still working on

We would know you are listening and feel "cared for" We'd also know when we could start re-using features that we'd given up on.


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 9 May 2008 12:52


Hi Jackie,

This forum will always be on the forum's main page as it is a preset forum and you can find it under Website Support.
We try and have as many ways to help our users as possible. One of them could be a post to this forum, another one is to go to the Help page and/or contact customer services through email from the Help page.

Most of the problems are isolated (i.e. encountered by one user) and it wouldn't fair clutering forums with personal communications when these issues can be solved by emails.

We do aknowledge problems when they clearly seem to affect more than one person but it is very difficult to say when bugs will be fixed. It's like having to say how long a puzzle will take without seeing and knowing how many pieces there are (in this instance there are at least 10,000 pieces!). That's why we can only say that we're looking into it and start working on it.

We do care a lot for our users and don't hesitate to get in touch with me anytime you feel neglected by the Times Health Club I'll try and give you any support you need.

Em


Goesona Bit
The Master
Posts: 2558

Post History
# Posted: 9 May 2008 13:59


Quoting: emarvy
Obviously this one will take priority as it's really important that you guys stay motivated to reach your goals.


Am I the only one that can't view 'track' data over a long period of time? I don't use Motivator Reports so right now seeing that data would certainly help me to stay motivated to reach my goal. So for me it would be an equal priority (especially as it was asked a couple of months ago). But I guess if I'm the only one............................................


Fiona C
The Master
Posts: 2639

Post History
# Posted: 9 May 2008 14:44


... no you're right Emm.

The three THC ones (weight calories and exercise) you can view over different periods, but anything you're trying to track just shows the small graph with recent data on it. I've use one of the presets (water), but wonder what will happen when I get closer to my target of a bathful!

You could always write your measurements in a notebook and hide it in your knicker drawer!


Goesona Bit
The Master
Posts: 2558

Post History
# Posted: 9 May 2008 14:55


...................yes and I could also go to Weight Watchers!


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 12 May 2008 09:31


Thanks. We are aware of the issue related to only be able to track one month's worth of data and we're still looking into it.
Em


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 12 May 2008 14:11 - Edited by: jackiewilson


HI Em

Here are another two problems

1) "object error" on sending message to contact which I reported for second time on 29 February. Continues to plague me (and I know other users).

Quoting: jackiewilson
Quote
Object errors:
Several of us in "50 Plus" group are having problems with sending messages. We key in message to one of our contacts and then click on "send" and it comes back "object error": nothing gets sent and our text is lost. Also get this when using "reply" to a message from our contacts. Doesn't happen every time send messages, but irratingly often.


This is an intermittent fault. Most likely to happen when using "reply" but sometimes when create new message. Sometimes one cannot send a message at all to that person - though ok with other users. - most annoying because you finish keying your message to contact, click on "send" and it disappears. It's making communication very difficult - so much so, that for some people I have set up a new email account with google, and use that to communicate with my contacts. We are trying to support and motivate each other, but end up pulling out our hair!

2) The system won't allow me to delete some of my contacts. There are several people no longer active within THC that I would rather not have cluttering up my profile page. I have gone to their profile page, clicked on "Remove xxx from contacts", clicked Yes to the "Would you like to delete xx?". However, they are not removed from the list of contacts on my profile page and on my list of contacts for sending messages (although if I go to their profile page again, there is no longer "Remove xx from contacts" option). This has happened, for example, with Valerie (http://valedwards.timeshealth.co.uk/) and Ghislaine (http://ghislaine.timeshealth.co.uk/)


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 12 May 2008 14:25


Thanks for your post Jacquie.
I thought the "object error" issue had been solved. We'll look into it again then.
I wans't aware of not being able to delete contacts so thanks for pointing this one out.
Cheers,
Em


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 12 May 2008 14:40


Quoting: emarvy
I thought the "object error" issue had been solved. We'll look into it again then.

Thanks Em. The problem has never gone away since I first reported it. Yesterday, I had to give in and send my message to contact in a water bottle! In same session, I was able to send messages to other contacts with no problems, but not to this particular person (though have done so successfully in past).

If I'd known you thought the problem had been resolved, I would have come back to you - thought it was insurmountable or just being ignored


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 12 May 2008 15:29


Am sorry Jackie,
Because the problem is intermitent, the testing we did must have been biaised which is possibly why we thought we'd solved the problem. For the same reason (interemitence) it's not going to be an easy problem to solve so bare with us we'll try and fix it as soon as we can.

We will now aknowledge issues and tell you when they've been solved.

Thanks for your help

Em


Jan Faulkner
TimesHealth Newbie
Posts: 11

Post History
# Posted: 12 May 2008 22:22


Hi Em

I have lost a few messages when I have hit the send button. I find that it happens when the message contains lots of information. I've never had the problem when the message is short. It's very annoying as it's so important to be able to get the message across to your contacts so by the time I've written the 'big' message and the system has refused it I've forgotten why I was sending the message! I then end up sending a short version which usually misses the point!


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 13 May 2008 09:30


Thanks Jan we'll make a note of that.
Cheers,
Em


Ron Strutt
TimesHealth Newbie
Posts: 2

Post History
# Posted: 14 May 2008 21:46


This forum software really sucks. I have never had any problems like this with any other forum software. I have just spent two hours trying to log on without success. Instead I have had to create an alternative identity to do so.

Please get it sorted out, Times, with a software version that works with mobile PDAs too please.

Soon!


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 15 May 2008 08:25


Quoting: ronstrutt
Instead I have had to create an alternative identity to do so.

What's this: our Ron, member of the month for May, reduced to a mere green blob? How are we going to keep up to date with your progress on your Dover-Durness cycle marathon next month if you can't log on Hope someone can sort your problem soon.


Jennifer W
TimesHealth Fanatic
Posts: 120

Post History
# Posted: 15 May 2008 08:51


Phil,

Can you expand on which graph you are struggling with eg. exercise, weight, all - and what you are not understanding???

Of is it a total blinding experience!!!

Hoping to be able to help.

JENNNIFER


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 15 May 2008 11:27


Hi Ron,
Really sorry to hear you had issues log on. I will try and help you log back in to your main account but will take this out of the forums to avoid cluttering it.
Cheers,
Em


Teresa Edgley
Fitness Guru
Posts: 577

Post History
# Posted: 18 May 2008 10:53 - Edited by: Sparky67


I seem to have reached my goal this morning - which would have been nice, if only it were true...

Quote:
Start weight: 73.5 kg
Goal weight: 70.0 kg
Current weight: 73.1 kg

GOAL MET!

Work that one out - has anyone else got this message today?


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 18 May 2008 12:00 - Edited by: jackiewilson


No problem here - I'm still showing number of pounds to lose to my target weight. Wonder if it's anything to do with the fact that you put on weight when you were confined to home post op which took you above your "starting weight". Now that you have lost this weight, you are once more below your starting weight (though of course still above target weight).


Teresa Edgley
Fitness Guru
Posts: 577

Post History
# Posted: 18 May 2008 13:26 - Edited by: Sparky67


I don't think so - I was below my starting weight yesterday as well, and it was still showing my target correctly. A couple of weeks ago I went below my starting weight as well, and it was still there.

Thanks for reminding me that I only just weigh less than my starting weight from over a month ago!!!

It could have been because the day I had set to reach the target by had come round? I can't remember what I set now, but I didn't think it was that soon... But I've now reset my date to reach target by, and its logging my weight still to lose correctly again.


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 18 May 2008 13:43


Quoting: Sparky67
Thanks for reminding me that I only just weigh less than my starting weight from over a month ago

Sorry Teresa - but given that you've been at home for several weeks and not able to exercise, think that's something to be proud of. And you are doing something that I told myself I must do once I reach my target weight: when I have put a few pounds on, I must take action sooner rather than later.


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 2 Jun 2008 09:26


Hi everyone,
Some of you have had technical problems with communication tools of the Times health Club. Well, we've found what the problems were and it should all be working fine now.
Password reminders should all be received, everyone should receive their motivators reports, "potential motivators" should now receive their motivator request and all group leaders should be able to reach their members.
Please come back to us if you are still experimenting any problems. Customer Services email is healthclub@the-times.co.uk
Best,
Em


Goesona Bit
The Master
Posts: 2558

Post History
# Posted: 2 Jun 2008 13:23


copied from May 8th
Quoting: flowers
Hi THC administrators,
Any progress on being able to look at data entered under 'Track' since January? Really would like to know if my hips and waist have gone down.
Looking forward to an answer,
Emm


Not quite a month since but any progress on this one Em?


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 3 Jun 2008 14:29


Hi Emm,
This is a tricky one we're still looking into but it looks like it's going to take a bit longer to solve.
In the Diet or Exercise sections, just below your activity graph, clicking on "see your graph in more detail" collapses a graph window. In that window, clicking on "export your data to a CSV file" allows you to see the data related to what you've been tracking on the Times Health Club from when you joined. I know it's less user friendly than the graph but it could be an alternative you could use to see your progress until we have a better solution.
Cheers,
Em


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 3 Jun 2008 15:12


Hi Em

Don't think suggestion above will help Emm. Like Emm, I have used "Track" for storing measurements of waist, hips etc, but just tried your suggestion above and it only exports data for exercise, weight and diet.

While I am here, any progess on the intermittent "object error" when sending messages? My feeling is that it occurs more commonly when doing a reply rather than creating a new message. And more commonly still if replying to a reply. It doesn't seem to be related to length of message: sometimes one is able to send a long message with no problems, but other times it comes up with "object error".


Goesona Bit
The Master
Posts: 2558

Post History
# Posted: 3 Jun 2008 15:19


Thanks Em, Jackie's right that doesn't work for 'Track'. I guess the data has gone forever.
What about changing username - is there a way of doing that?
Emm


Emmanuelle Marvy
TimesHealth Regular
Posts: 44

Post History
# Posted: 3 Jun 2008 16:21


Hi Emm,
Apologies, you're right i hadn't realise you couldn't use this trick for the Track tool.
The data hasn't gone forever though and when we fix the problem (which i can assure you we're working on!) you'll be able to see all your data again.
We're also working on the other issues and I'll update you when we find solutions.
Best,


Teresa Edgley
Fitness Guru
Posts: 577

Post History
# Posted: 3 Jun 2008 16:58


This isn't really an error as such, but I subscribe to posts by email, and get en email every time a new post is made. If there's a lot of activity on a few threads then I can end up with an in-box full of email notifications, and you have to look at each one to see what threads they relate to.

Some sites send email notifications on the first post after your last post only, and then you won't receive any more emails until you visit the thread - it means you only get one email when someone posts a reply but then you don't get any more unless you visit, so you don't get thousands of the blighters. If you don't want to follow a thread any more the emails will lapse if you don't revisit.

Is it possible for this sort of system? I suspect not, but I thought I'd ask the question.

Thanks


jackie morton
Fitness Guru
Posts: 1065

Post History
# Posted: 3 Jun 2008 19:16


Why sometimes do I find that I have been automaticly logged off the website. Has it happened to anyone else?


Jackie W
Fitness Guru
Posts: 1347

Post History
# Posted: 4 Jun 2008 08:39


Do you mean in the middle of a session, or when you return to the THC? At the start of a new session, the system usually remembers me, but sometimes I have to log in.

I also find that sometimes that in the middle of reading a page or keying in a message, the system suddenly takes me back to my home page without me clicking on anything....


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