What went wrong?
Midnight on Aug 26th our text message provider stopped forwarding your text messages to us. It turns out that they preformed a software update that caused all sorts of problems that affected not just TSheets, but several other companies using their services. We received no advanced warning that this software update was going to take place, and now almost 24 hours and dozens of phone calls later, they still don’t have things completely fixed. We are very disappointed with our upstream providers (Tatango and 4Info) and couldn’t be more sorry for the inconvenience this is causing.
It’s working! (mostly)
One of the things changed by our provider’s software update is they are now intercepting all text messages with the word “start” or “stop”. Since 95% of the text messages sent to TSheets are “t start” or “t stop”, none of those messages are getting to us. To work around this we have setup the new words “in” & “out” to replace “start” & “stop” respectively. So if you would have previously texted “t start at 0800″, you will need to replace that with “t in at 0800″ instead.
Confirmations may not work
If you happened to text “t stop” to us during the last 24 hours, chances are that we won’t be able to send messages back to your phone. Our provider is intercepting the word “stop” and blocking your number so that we can’t send messages to you. We don’t have a work-around for this yet, but will keep you posted.
A backup plan
Be assured that we are completely committed to restoring a reliable system for tracking your time via text message as quickly as humanly possible. We are working through the night researching other text message gateway providers and alternatives to get a reliable system in place. Expect another announcement in very the near future with backup number you’ll be able to text to.
Please call or email if you’d like more details or just feel like venting.
- 2009-08-28: Status Update: Our provider will be applying a patch tonight. Read my update in the comments below.
- 2009-08-31: Status Update: Things are back to 100%! Read my update in the comments below.