Market Samurai Back Online – What Happened?

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What Happened to Market Samurai?
At 5.42am (EST) on 13th January the Market Samurai main server experienced technical difficulties.
The cause of the problem has been traced to unexpected MySQL binary log files which filled the log directory and took the server off line.
In anticipation of this type of issue, we do have automated monitoring systems in place that send out emails and SMS messages if the server ever goes down.
As the issue occurred at 9.42pm Australian time, we were not online to receive the email notifications and unfortunately there appears to have been a problem with the SMS notification system.
The problem therefore only came to our attention at 8.30am when we arrived at work.
What Has Been Done to Fix the Problem?
The server has been reset and the problematic log files eliminated.
We have also reconfigured the server and added automatic expiration of log files so that this specific problem does not happen again
What Are We Doing To Ensure Similar Problems Do Not Happen Again?
In order to ensure that similar problems do not arise in the future we will be:
Improving our SMS notification system
Implementing an improved monitoring system
Implementing redundancy solutions for essential services
We would like to take this opportunity to apologize to all Market Samurai users for any inconvenience caused and we will be doing everything possible to minimize outages in the future.
Kind Regards
The Noble Samurai Team

At 5.42am (EST) on 13th January the Market Samurai main server experienced technical difficulties.

The cause of the problem has been traced to unexpected MySQL binary log files which filled the log directory and took the server offline.

As the issue occurred at 9.42pm Australian time, we were not online to receive the email notifications and unfortunately there appears to have been a problem with our SMS notification system.

The problem therefore only came to our attention at 8.30am when we arrived at work.

What Has Been Done to Fix the Problem?

(1) The server has been reset and the problematic log files eliminated.

(2) We have also reconfigured the server and arranged automatic expiration of the offending log files so that this specific issue does not happen again

What Are We Doing To Ensure Similar Problems Do Not Happen Again?

In order to ensure that similar problems do not arise in the future we will be:

(1) Improving our SMS notification system

(2) Implementing an improved monitoring system

(3) Implementing redundancy solutions for essential services

We would like to take this opportunity to apologize to all Market Samurai users for any inconvenience caused and we will be doing everything possible to minimize outages in the future.

Regards

Brent

Brent Hodgson a co-founder of Noble Samurai, and an internet marketing specialist.

Brent has written 68 post(s) for Noble Samurai

45 Responses to “Market Samurai Back Online – What Happened?”

  1. Brent, It’s good to know that Noble Samurai is a company that let’s us (customers) know that if the system does go down that it will be dealt with efficiently and let us know what you have done to stop it from happening again.

    Hugh

  2. Brent,

    Out of the approx. two years I have been with you, this is the first time for me that I have been inconvenienced!

    I think I will go with the percentages and be grateful in your difficulties. I pray you didn’t stress too much!

    Alls good on the western front…

    Thanks for all you guys do!

    Blessing good people!

    Rick

  3. Thanks Brent, that was a swift turn around. Panic was setting in as it did feel like I’d lost my right arm for a minute. lol Maybe I should get out more!

  4. Brent,

    I think almost anyone who has been online for any length of time has experienced issues like this. I would hope ALL your MS users would understand that sometimes things like this will happen and all anyone can do is fix the issue and move on.

    You have a great product in MS that I almost didn’t purchase when I was introduced to MS. I’m glad I took a chance and purchased your incredible software.

    Thanks,

    Ernie Hodge

  5. Glad to have you guys back because I just shared Market Samurai with my Mastermind group yesterday. Happy everything is ok, you guys are awesome.

  6. It’s nice to know someone cares about us… (you’re not like Google…)

  7. This is what I like to see–a company that admits that something went wrong. When I read this post, I thought about how I’d like my company to operate: admitting that something went wrong, and stating what will be done to prevent the problem from happening again. So many can learn from this example.

  8. One of my concerns is the fact that you obviously are requiring the program to connect to your servers for some sort of verification. I have a couple questions regarding this:

    1. What happens if (god forbid) you go out of business and close down shop, no more market samurai?

    2. What data do you collect from our keyword research, if any?

    On
    Miriam replied:

    This was actually a bug.

    Market Samurai is supposed to allow users to access the software even if it can’t access the registration server, provided they have previously registered on that computer. The fix is due to be released next week, so if we experience problems with our registration servers in future you will not lose access to Market Samurai.

    We’re not going anywhere anytime soon, however if we did go out of business Market Samurai would continue to work :-)

    Regarding collected data, if you use our proxies we cache keyword data in memory for a maximum of 24hrs (generally less) to increase the speed of data retrieval.

    On
    Loren replied:

    Awesome – thanks for the updates!! :) I do LOVE this software, yesterday was a big reminder of how important it is!

  9. Thanks for being transparent and giving us all the full details on the issue and your action to prevent it in the future.

  10. Thanks for the timely update of information. No system is ever perfect so things will happen that cause us grief. Thanks for sharing about the problem, remedy and mitigation you’ve put in place.

    Fingers crossed.

    Keep the good things coming. “Love you work!”

    Tim

  11. Hay, sounds like life to me! I’ve experienced similar things at work and know a bit about what it takes to keep a system up and running smoothly. Thanks for keeping things up. I really don’t know what I would do without Market Samurai.

  12. The transparency is welcome. Quite a contrast to when Traffic Bug was down all that time.

  13. You never know what you have until it is gone. Thank God it is back!

  14. Hallelujah Market Samurai is Back! Thanks Guys.

  15. As everyone else has said, this one outage in the two years is a track record any other company would be glad to have. And to openly share root cause and corrective actions is just exactly what I’ve come to expect from MS. You guys really, REALLY rock.

  16. I understand the need for verification to prevent piracy, but the program (and all of my data) being bricked because your server went down was very annoying.

    Internet-based applications shouldn’t be dependent on 100% uptime to perform basic functions. We should be able to load the software and access archived data while your servers are down.

    Thank you.

    On
    Miriam replied:

    You’re right.

    This was actually a bug which will be fixed in next weeks update (after testing). In future you will not lose access to Market Samurai if our registration servers go down.

  17. Actually, it’s a good thing to face that we have addictions.

  18. 18

    I am also very concerned about the fact that the software needs a connecting server in order to function properly.

    Keyword validation is one thing, but data collection is a serious concern.

    As I searched the internet yesterday to find out why my software won’t start, I run into the fact that pirated copies were working fine. Now this was a very surprising thing to find out.

    On
    Miriam replied:

    That’s a fair concern.

    As I explained above, this was a bug that worked its way into the software and it will be fixed next week.

    You will always need to access our servers to use our proxies (for obvious reasons) however if you choose not to use our proxies then all data goes directly into and out of your internet connection without passing through our servers.

    We do cache keyword data (if you use our proxies) in memory on our servers for a maximum of 24 hours to speed up data retreival for common queries but this data is not stored long-term.

  19. Glad to have you back… Going to the pub instead of researching was a pain… But I managed!

  20. Hi Brent, you rock guys. We didn’t experience the problem, but your transparency like your product rocks.

    Saludos desde Barcelona,
    Esteve.

  21. Yet again you guys prove your integrity and attention to detail and customer service. Thanks for not placing blame anywhere and just explaining it as it is.

    I think the outage proved one thing (from the discussions I’ve seen on Twitter) – some of us love our Market Samurai a little TOO much. I think we’d rather lose our left arms than lose MS (perhaps we need to set up a self-help group to deal with the addiction?)

    Thanks for your continued great service,

    Lisa

  22. Good to have you back ! Felt like I’d lost my right arm whilst it was down !!

  23. 23

    Technical difficulties are part of the business, we all know that. Thank you for taking the time to explain to us what happened. That makes you even better company. I’ve experienced issues with other company which refused to take responsibility for technical difficulties.
    It happens to all of us. Good luck to you all.

    Market Samurai is the best :)

  24. Brent,

    Thanks for keeping us up to date. You guys are always on top of your game.

    Leigha

  25. Brent,

    As an IT guy I know how much a pain those unforeseen things can be. I don’t care who you are, no one is perfect and from time to time issues will pop up that you could not possibly foresee them all. So anyone who complains, you do have some valid concerns but the value you get in MS for your price paid you should have made that back so many times more it you are taking action. So kudos to the MS team for being upfront about it and taking action to resolve it. That shows integrity and honesty.

    Thanks for all you guys are doing.

    Proud to be an MS user.

    Rick

  26. 26
    On January 14th, 2010 at 11:28 pm
    Steve Maziarz said:

    In the words of Gomer Pyle, “Thank You! Thank You! Thank You!”

    Thank You! for acknowledging you’re human and can make mistakes. It is also good that you clearly communicated the facts and didn’t give some corporate song and dance. That’s AWESOME!

    Thank You! for a truly INCREDIBLE PRODUCT that saves hours and hours and hours of time, is easy to use and is backed by a team of people who do great work and care for their customers.

    Thank You! for not going POOF! and disappearing into the night without any notice. I started to think how I’d even begin to manage to do all that Market Samurai can do if I had to go back and do it all again “the hard way.”

    PHEW! It’s a happy day in my world.

  27. Phew! Was feeling a little like a heroin addict without my fix of keyword data :D Good job guys, cheers! :D

  28. Happy it was something relatively trivial…BTW – thanks for telling us what the plan going forward is too!

  29. “You will always need to access our servers to use our proxies”

    Can you please explain this? You are saying that the software should work even if it can not access your server for some reason. In another post you are saying that “You will always need to access our servers to use our proxies”. This means that Market Samurai will not work in such case?

    On
    Miriam replied:

    I’m sorry, I didn’t communicate that very well.

    You can turn off proxies in Market Samurai (via file->settings-proxies) and Market Samurai will continue to work. So, while you can’t use our proxies without accessing our servers, you can use Market Samurai without using our servers.

    I hope this clarifies things.

  30. It’s not problems… it’s how we handle them that defines us.
    Instead of hoping only a few users noticed, you are transparent and solution oriented. Good for you. Keep up the great work, Ken ;^)

  31. I too have owned MS since close to the beginning and have never experienced any issues. Glad to see you are taking your redundancy to the next level.

    I am in a forum that has a number of newbies that had just taken the plunge to purchase MS so they were all a twitter that you were down. I even twittered Ed Dale to see if he knew what was happening (thinking that all you Aussies drink in the same pub right? LOL) and then realized it was like after midnight in Aussie land (I am in the USA).

    I assured our newbsters that it had never happened before in my year+ of ownership so that they should not worry. They get so scared – they have been ripped off so often you know…

    I am grateful you posted this blog post so that I just posted it in the forum for them to read and feel assured.

    You can not first offer solace in a dry land and take the milk and honey away…buy more redundant servers..we are now addicted to your services….LOL

    Rebecca in Montana

  32. I’m so glad it’s back. I don’t know what I would do without Market Samurai.

  33. I was unable to access MS during the technical difficulties and after a few hours emailed the tech dept. Shortly thereafter I received an email apologizing for the inconvenience it caused me and the problem was explained. MS provided me with my unique user login and the problem was solved! Thank you MS for the great customer service and the awesome tutorials by Dr. Anthony!

  34. It is nice to know that you can trust a company for honesty … instead of saying we see no issues on our end business as usual, please check your end.

    Accidents happen this tool rocks thanks for keeping the users informed and telling them what options you will take so it is less likely to happen again. This builds trust in your customers.

    Best fricken’ tool for IM.

  35. Hello MS and all of our users (your service is fantastic). I have a question regarding the use of MS on my Laptop. I purchased it and its downloaded on my desktop. I’m on my laptop more and would like to know if I can download it to it and if so how do I go about doing it? Thanks.

    Mike

    On
    Noble Samurai replied:

    Hi Mike,

    You can use your original registration details to download and install Market Samurai on a second computer. If you don’t have your registration details you can contact support and we can supply them to you again. support@noblesamurai.com

    Cheers,

    Alex

  36. Thanks for updating. Hope same problem will not happen it future.

  37. Is and how is the version from 30DC and the Trial of Market Samurai different?

    On
    Erik replied:

    Hi Christa, the 30DC and trial version are the same in functionality, the exception being that the 30DC version is one you can use for 40 days. I highly recommend it. Also, with by signing up for and using the “30DC version” you will get a discount off of the full version price…and not a small discount either. When I got mine, I paid $87 as opposed to the full $150 (but it would have been worth the full cost).

  38. Hi guys,

    I just read the latest post on your blog (Re: Lion story) which was as usual excellent – only then did I learn about the problem you had.

    Well let me tell you, I agree wit all the other commentators in giving Market Samurai 10 out of then. Not only is the software unreal, your support is also just unreal.

    Being a user now for just more than a year, I just want to congratulate you with a job well done. One glitch (taken well care of) is NOTHING!

    You are doing a stunning job!