[Nighttime Legacy Editor Slowness Thread] Why is your site too slow/unworkable at night lately?

SOLVED
Go to solution
MiriamR
Member

[Nighttime Legacy Editor Slowness Thread] Why is your site too slow/unworkable at night lately?

Trying to lay out our media but it won't save. Tried in two browsers. Third time this has happened. Tonight in one browser I got a weird error message and the email opened entirely blank! Tried starting over in a new browser, saved one section but next one just timed. out.  I have about 20 sections - this is impossible!  How do I get someone to speed up service so I can get a critical newsletter done on COVID locally without waiting until Monday? 

1 ACCEPTED SOLUTION
William_D
Moderator

For the sake of visibility on this thread, I'm marking this reply as an "Accepted Solution."

 

Our engineers are aware of the connectivity and slowness issues occurring with the legacy editor during nighttime hours. At this time, they haven't found the root of the issue, but they are indeed looking into it. However, the legacy editor (2ge) hasn't been developed since the release of the current, mobile-compatible editor (3ge), so the engineers can't guarantee a fix will be available before the legacy editor is retired fully (currently being retired in waves).

 

Currently the only known workarounds for this issue are to either work in the legacy editor during daytime hours, or use the up-to-date 3ge that's already available in your accounts by default.

 

Please note this thread is specifically for the extreme slowness experienced while working in the legacy editor (not available for accounts opened in 2017 to present). If you're experiencing slowness in 3ge, please check our connectivity troubleshooting guide, or make a separate Get Help thread for us to look into.


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

View solution in original post

32 REPLIES 32
Zoe_H
Employee

Hello @MiriamR,

 

Thank you for reaching out to the Community! I do apologize that your email is not saving. Have you tried re-creating your email in a new template to see if that error message stops appearing? 


Zoe H.
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

I tried that several times and it didn't work; finally I got up early the next morning and it did work though site was still very slow.  Third week in a row with same problems. Constant Contact needs to get its act together and fix this. The problem is not my template, it is at their end clearly.  If they don't resolve it soon I will change services.  Reliability is a must since we send emergency alerts and that can't wait days.  Whatever happened to service on weekends and in the early evenings?  Beyond disappointed in this company. 

Hello @MiriamR,

 

Thank you for the information! We don't have any more reports of this happening so it sounds like it could be your internet connection. I do recommend contacting your internet service provider for more information if this happens again. I would also try in incognito mode to determine if this is a plugin issue instead of an internet connection issue. We do have phone support available on Saturdays and social media support on Sundays! Thank you and have a wonderful day. 


Zoe H.
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Michael_Weidokal
Consulting & Training

This is happening to us all of the time as well.  It's not our internet connection, it is Constant Contact's fault.

Hello @Michael_Weidokal ,

 

We're sorry to hear you've been running into connectivity issues. At the time we're not getting any internal reports today about site issues. Would you be able to perform some of the following troubleshooting steps and let us know the results of those?

 

  • What browser are you using? Does using a different browser mitigate the issue?

  • Are you using a wireless or wired network? Does changing networks let you through?

  • Are there any browser plugins or addons you can disable? Does doing so resolve the issue?

  • Does clearing your cache (not the saved passwords, just the cached images and files) alleviate the issue?

  • Are there any updates pending for your browser? If so, does updating it let you through?


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

Hello,

 

Here are the answers to your questions:

 

- This problem occurs on each browser I use (Safari, Chrome and Firefox)

- This problem occurs no matter which network I am connected to.  We have very fast connections as well.

- I have tried that, but to no avail.

- No, I have tried that as well.

- No, they are all up-to-date

 

Best regards,

 

Michael

nhsManagers
Regular Participant

I see the conversations about slow service at weekends.

 

It is true - I am working in the UK and I will have to switch to another supplier as I can't work on a Sunday - in preparation  for Monday.  I thought it was just me but clearly, it is not.

 

I have tried clearing the cache Safari, Firefox and Google.  On Sundays it is useless.  The rest of the week is fine.

 

You are doing something, please admit it nd tell us what we or you can do a fix it

 

 

 

I am beyond frustrated.  Again this weekend I needed to send emergency alerts and finally got them out but what should have taken a couple of minutes took over a half hour Every "save" on a section took several minutes.  Constant Contact's only answer seems to be telling me to call them during the week when I am not available due to my work schedule and caregiving for my mom whose home lacks Internet access.

 

The service is the worst in the world and as soon as I can get time I will be moving to a new service unless they restore weekend customer service and evening customer service. Right now there is basically NO customer service that is helping me.

No I am not going to recreate a template we've used for years that has dozens of special sections each with links. If I have to waste time creating a new template, it wlil be with a different company.  Also this happens in BOTH templates that I used.

 

What will it take for Constant Contact to accept responsibility for causing these problems and fix them instead of blaming your customer?  Right now I give your company the lowest possible rating, an F, for customer service and convenience.  I would not recommend you to my worst enemy We need reliable service now more than ever as we try to distribute news during a pandemic where our region is under stay-home orders. We are essential workers as media and our service is needed. Wildfire season is here, and I have zero confidence that i can get wildfire alerts out in time to save lives. Please escalate my complaint to the top tier tech support.  

Hello @MiriamR and @Michael_Weidokal,

 

Thank you all for doing these troubleshooting steps! We are submitting your feedback on this now and you may see changes in regards to this soon! Thank you for your feedback and patience. 


Zoe H.
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

Hello @MiriamR ,

 

I responded to your message in another thread. Please review and let us know your results.

 


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

I have also been having great difficulty when working early morning (5:00/5:30 am).  The site freezes and takes forever to do anything.  I will be asking for a refund as well and looking to move if they can not resolve.

Hello @BrianL21,

 

I do apologize that you are having the same experience. Have you contacted your Internet Service Provider to see if you are having any connection issues at that time? 


Zoe H.
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
BenR00
Occasional Participant

I have the same problem, can not utilize Constant Contact at night!  This has been going on for a year but I never reported it because frankly, I haven't had time.  I am sure others have this problem and I believe it is due to too many people working on it at a time. Server needs to grow with the business of Constant Contact.  Maybe they need to survey former clients... then they will know what's happening. Just a suggestion Constant Contact :smileyface:

 

Hello @BenR00 ,

 

Is the slowness while you're working in a legacy email template (will say legacy email or legacy newsletter beneath the applicable campaign)? We've received reports of the legacy builder having performance issues at night, in regards to editing and saving emails, as well as scheduling and sending them. Our engineers are looking into the issue, however since the legacy editor is currently going through waves of retirement, they're suggesting making the switch to the current, mobile-compatible editor. If this is the case, you can also get live, one-on-one guidance through our general support agents. You can also request to have your legacy template remade in the new editor by one of the professional designers, or to have an entirely new one created for a price.

 

If the nighttime slowness is occurring in other parts of the site (contacts, library, social, the current email editor), then you could try some connectivity troubleshooting like clearing your cache or using the browser in Private/Incognito. If those don't resolve the nighttime slowness, could you please provide a screenshot of your speed test from fast.com (including More Info) so we can check your stats for more advanced troubleshooting?


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
Gendap
Occasional Participant

Constant Contact is so slow late at night that it is unusable.  That's the only time I have time to write newsletters.    I googled this problem and found that you have received numerous complaints about it but refuse to fix the problem.  

 

I will switch to another service if this doesn't end very soon.  You have completely screwed up a fundraiser for our nonprofit, and I've lost countless hours of sleep.  My partner is furious with me because I've been unavailable.

 

Stop focusing on all the goddam marketing and give us a service that works!!!!

Hello @Gendap ,

 

The issue is only occurring in the outdated, defunct legacy editor that we haven't developed for years, and only at night. I'll track the known service request for your account, but since the legacy editor is being retired in waves, our devs can't guarantee a fix will be available before it's retired for your account anyways.

 

The quickest, easiest workarounds available at the moment are either working in the legacy editor during the daytime, or to use the current, up-to-date, mobile-compatible editor that's been available in your account for the past few years.


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
TammyF8
Occasional Participant

I feel exactly the same! I should not have to re-create all of my templates in their new versions just so I can work on them during nighttime hours! Their response to this issue is unacceptable.

William_D
Moderator

For the sake of visibility on this thread, I'm marking this reply as an "Accepted Solution."

 

Our engineers are aware of the connectivity and slowness issues occurring with the legacy editor during nighttime hours. At this time, they haven't found the root of the issue, but they are indeed looking into it. However, the legacy editor (2ge) hasn't been developed since the release of the current, mobile-compatible editor (3ge), so the engineers can't guarantee a fix will be available before the legacy editor is retired fully (currently being retired in waves).

 

Currently the only known workarounds for this issue are to either work in the legacy editor during daytime hours, or use the up-to-date 3ge that's already available in your accounts by default.

 

Please note this thread is specifically for the extreme slowness experienced while working in the legacy editor (not available for accounts opened in 2017 to present). If you're experiencing slowness in 3ge, please check our connectivity troubleshooting guide, or make a separate Get Help thread for us to look into.


William D
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

View solution in original post

Constant Contact Extremely Slow since changing to this new format. Please fix.