Welcome to the weekly Help Desk news. In these weekly updates we will attempt to bring you the most up to date information, as well as provide some helpful hints for super duper deviantART fun.

Correction

Before we get started this week we would like to make a correction on some information we gave previously.

Last week we stated the following...

"Msg Centre Issues - Comments in the msg centre vanish and re-appear on and off. If you're affected by this please contact the Help Desk, so we may run a tool aimed at fixing this on your msg centre. Users also experiencing comment ghosts should also contact the Help Desk for a fix."

Please be advised that we have found this tool has only acted as a temporary solution to this issue and the issue is now on the official bug listing to be looked in to deeper. We would like to apologize deeply for any false hope this has caused and to apologize for the major inconvenience this is too many.




Hexe's Corner

In May we announced there was some data loss of downloadable files only, uploaded between 2004 and 2005. Backups have been loaded and before they can be run developers are asking for your help in fixing this issue. In order to help aide them in this request this is what we need from you: We need you to gather links to any pieces, including your own, which are affected by this issue.

Once gathered please send these links to the Help Desk under the contact category "Gallery Section Addition".

Once the Help Desk Team has gathered enough links from users, developers will know the exact pattern to where files are affected and can run the needed backups to repair these files to their original working order.

(Please note: This issue should not be confused with other gallery issues present at this time.)




Ewm's Corner

For this week I would like to discuss the importance of providing links to deviations and title names when writing about them in a Help Desk ticket. On occasion deviations may be moved to scraps by gallery directors, may come up missing, or may have been taken down due to policy related issues. If this happens to you, the best thing to do is send in an ticket to the Help Desk.



When submitting a Help Desk ticket about these related issues one of the most important parts you need to include is links to the deviations if they are available or the title of the piece if it is missing or deleted. Since the Help Desk is not involved in the moving and deleting of deviations we will not know exactly which deviations were moved or deleted. If links or titles are provided this lets us know exactly what happened and then we are able to forward your ticket immediately to whichever department needs to handle your situation.



Here are two examples.



Example Message

Hi,

A few of my deviations were sent to scraps. They were not mean to be in scraps so why were they moved?

If a user has numerous scrapped images it can be difficult to pinpoint exactly which ones the user is talking about. If links to the deviations are provided we can immediately look at the deviations, find out what department we need to send it to, and then we can forward it to that department. If the user does not provide this information, we will need to ask you which ones have been moved and your ticket will take a bit longer to get resolved.



Example Message

Hi,

I had the following 3 deviations deleted “Title Name”, “Title Name”, and “Title Name”. I do not understand why these deviations were deleted could you please explain why this happened to me?

With this message, we know exactly which three deviations they need to know more information about and since it was provided, we can send them directly to the CEA team to be reviewed.




Bug Corner

The top issues being reported this week are...

Gallery Issues - The Gallery Issues mentioned previously are still pending a fix. (Status: This issue is now being worked on 24/7 at this time and we should have a fix in place soon.)

AOL Issues - AOL 9.0 users are reporting that features dependant on javascript are failing. (Status: This issue is being investigated and we should have some light soon.)

Browse Issues - Users are reporting that while browsing the newest categories that these categories report there is no deviations to view when there is. (Status: This issue is known and being worked on.)




Weekly Tip

Always check the Status and Help Forums, before filing bug reports, as the issue may already be known.




Top 5

The top 5 most frequently asked questions for this week are...

FAQ #112: Can I change my deviantART username?
FAQ #113: How can I close my deviantART account?
FAQ #168: How do I add a deviantID to my devious information? What is the recommended size of a deviantID?
FAQ #4: How do I edit my Devious Information?
FAQ #81: How can I make links to other deviants, deviations, or websites?




Recently Revised

FAQ #577: How do I use the main Search?

(Thank you `avatar8)