Official

Not loading (Race viewer / Livery editor)

We are aware of the issues many people are experiencing loading the race viewer and livery editor currently. Our sincere apologies for the inconvenience this is clearly causing many of you who just want to enjoy a race. We understand where the problem is, it's a new translation file uploaded in preparation for the league rules update, but we are now working to understand why this is a problem and how to fix it.

UPDATE / TEMPORARY SOLUTION:
We believe the issue relates to how cloud services are distributing our files. We have multiple confirmations that using a VPN to download from another location gets things working. This suggests that it may be a problem with servers in specific regions/locations serving the files. Until we can address the problem with the service provider we recommend trying a VPN if you have one. Hopefully the solution for everyone won't take much longer...

12:08 GMT - UPDATE 2
We are attempting to clear the cache on all cloud services now in an effort to ensure people are served the right file. Please report if you are still having issues after this post and if clearing the app data or reinstalling does not fix it.

12:19 GMT - SOLVED
Multiple reports coming in now that the issue is resolved with or without a VPN after forcing the cloud services to refresh and clear their cache globally.

Overnight we had tried rolling the service back to an older version of the translation but this didn't seem to help. I have now reverted to the newest translation files with all the new text for league rules included, and we will work from these, since fixing it here will allow us to continue with the update rollout and the older files didn't help to remedy the situation.

Those who were having problems before, could you try clearing data for the app and running it again? Let us know if it makes any difference.

The situation smells of a permissions issue coming from a server, but I've checked all permissions and can't find any issues.

Last night the issue only seemed to impact people in Latin America for some reason (using Portuguese and Spanish translations). When I rolled the files back to the older versions the problems seemed to spread to a much wider impact, and it's interesting that you say it's resolved after the latest change. I wonder if people in Latin America still have issues?

Okay, so we're back to square 1 where Latin America seems to be impacted and not the rest of us... weird.

Can you (or anyone else in Latin America) try accessing the race while on a VPN? We want to see if it's related to the location and if you go to another region you might be served the files from another server. It might be necessary to clear app data or reinstall it first also, then connect to a VPN in Europe, then run a race. This way you would ensure that any cached files were deleted and a new one would be fetched from a server in Europe.



Have you tried clearing app data or reinstalling? This worked for Thomas Thomas above.

Hello Ismael,

For race rerun request your host will need to ask for it in the following post: https://igpmanager.com/forum-thread/42380

FYI we just got one report that someone used a VPN and it resolved the issue for them, so I would recommend trying this while we work out what is going on.

This could get quite technical on our end, it could be something with the distribution mechanism of the cloud services we're using, which could explain the inconsistency (works for us, not for others etc.). We will keep poking around to figure this out and in the meantime we recommend to try a VPN.

If you switch the VPN off again does it still work? It might because the files might be cached locally now.

Ok, thanks for the quick replies, it really helped to have someone checking this who was experiencing the problem.

Next we are going to clear every possible cache we can on our cloud servers in the hope that it rids the system of any corrupt files, and people can download the right file without having to use a VPN.

If, after this post, people are still having issues, we want to hear from you.