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TBS DOWN, NOT getting any ticket answered, NO customer service.

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Offline shop4seo

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Hello, for several weeks now I am completely unable to use TBS on any of my devices (laptop and two other VPS). I'm unable to generate spintax from a text, I am always getting unhandled exceptions and the program keeps crashing every time. I am pretty sure that I am not the only one. So what should I do? I opened a few tickets already on askjonleger.desk.com but no one is answering them and the support system looks broken with a big yellow message saying "KNOWN CURRENT ISSUES: February 15th 2017 . We are aware that there is an issue on the helpdesk ....". I have even tried to message John on his social accounts, facebook etc. no one answers there. I'm even worried about him, kind of...

Please let me know asap if there will be a fix very soon and if the customer service and support ticket will be back one day.


Many thanks

Offline Meg

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #1 on: March 06, 2017, 07:20:19 AM »
Quote
Hello, for several weeks now I am completely unable to use TBS on any of my devices (laptop and two other VPS). I'm unable to generate spintax from a text, I am always getting unhandled exceptions and the program keeps crashing every time. I am pretty sure that I am not the only one. So what should I do? I opened a few tickets already on askjonleger.desk.com but no one is answering them and the support system looks broken with a big yellow message saying "KNOWN CURRENT ISSUES: February 15th 2017 . We are aware that there is an issue on the helpdesk ....". I have even tried to message John on his social accounts, facebook etc. no one answers there. I'm even worried about him, kind of...

Please let me know asap if there will be a fix very soon and if the customer service and support ticket will be back one day.

Have you checked your anti virus? I just tried TBS there now with no problems. Very often the unhandled exceptions are caused because of new anti virus or an update that doesn't allow TBS through the antivirus to contact the server.

In terms of helpdesk, did you get an automatic response to your ticket? Support desk sends an automatic acknowledgement within a few seconds. Check your spam box or whitelist https://askjonleger.desk.com/ or it may come out as support@jonleger.com

Offline shop4seo

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #2 on: March 06, 2017, 12:19:11 PM »
Hi. thanks for your answer. its not the firewall nor the antivirus. I have disabled it and I'm still getting the issue. the problem is the same on 3 of my computers (my laptop and my 2 vps where there is no antivirus), i ve added tbs to all my firewalls as well. I'm really stuck and I cannot get my work done.


i have emailed their support again, will see. thanks

Offline shop4seo

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #3 on: March 06, 2017, 12:30:31 PM »
please see screenshot attached

Offline Meg

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #4 on: March 06, 2017, 01:33:01 PM »
You need to copy and paste all the information in the details section from your screenshot, either here or to a support ticket sent to helpdesk https://askjonleger.desk.com/ Check in your email box that you get an automatic response with a ticket number a few minutes after submitting your ticket.

Offline shop4seo

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #5 on: March 06, 2017, 02:14:46 PM »
Here is the details


I wanted to add that I usually do not get the issue when I hand type a phrase by myself but when i copy paste it from somewhere and the texts exceeds a couple of phrases I get these errors



See the end of this message for details on invoking
just-in-time (JIT) debugging instead of this dialog box.

************** Exception Text **************
System.Exception
   at TheBestSpinner.EasyHttp.Send(String URL, String PostData, HTTPMethod Method, String ContentType)
   at TheBestSpinner.GlobalCode.DoRewriteSentences(OpenSpinDocument& osd)
   at TheBestSpinner.GlobalCode.DoAutoSelectSynonyms(OpenSpinDocument& osd, AutoSelectOptions options, Boolean getOptions)
   at TheBestSpinner.MainForm.toolAutoSelectSynonyms_ButtonClick(Object sender, EventArgs e)
   at System.Windows.Forms.ToolStripSplitButton.OnButtonClick(EventArgs e)
   at System.Windows.Forms.ToolStripSplitButton.OnMouseUp(MouseEventArgs e)
   at System.Windows.Forms.ToolStripItem.HandleMouseUp(MouseEventArgs e)
   at System.Windows.Forms.ToolStrip.OnMouseUp(MouseEventArgs mea)
   at System.Windows.Forms.Control.WmMouseUp(Message& m, MouseButtons button, Int32 clicks)
   at System.Windows.Forms.Control.WndProc(Message& m)
   at System.Windows.Forms.ToolStrip.WndProc(Message& m)
   at Syncfusion.Windows.Forms.Tools.ToolStripEx.WndProc(Message& m)
   at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
   at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)


************** Loaded Assemblies **************
mscorlib
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/Windows/Microsoft.NET/Framework64/v2.0.50727/mscorlib.dll
----------------------------------------
TheBestSpinner
    Assembly Version: 3.0.0.0
    Win32 Version: 3.0.0.0
    CodeBase: file:///C:/Program%20Files%20(x86)/TheBestSpinner3/TheBestSpinner.exe
----------------------------------------
Microsoft.VisualBasic
    Assembly Version: 8.0.0.0
    Win32 Version: 8.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/Microsoft.VisualBasic/8.0.0.0__b03f5f7f11d50a3a/Microsoft.VisualBasic.dll
----------------------------------------
System
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8750 (QFE.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System/2.0.0.0__b77a5c561934e089/System.dll
----------------------------------------
System.Windows.Forms
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Windows.Forms/2.0.0.0__b77a5c561934e089/System.Windows.Forms.dll
----------------------------------------
System.Drawing
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Drawing/2.0.0.0__b03f5f7f11d50a3a/System.Drawing.dll
----------------------------------------
System.Runtime.Remoting
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Runtime.Remoting/2.0.0.0__b77a5c561934e089/System.Runtime.Remoting.dll
----------------------------------------
Syncfusion.Tools.Windows
    Assembly Version: 11.103.0.21
    Win32 Version: 11.103.0.21
    CodeBase: file:///C:/Program%20Files%20(x86)/TheBestSpinner3/Syncfusion.Tools.Windows.DLL
----------------------------------------
Syncfusion.Shared.Base
    Assembly Version: 11.103.0.21
    Win32 Version: 11.103.0.21
    CodeBase: file:///C:/Program%20Files%20(x86)/TheBestSpinner3/Syncfusion.Shared.Base.DLL
----------------------------------------
Syncfusion.Core
    Assembly Version: 11.103.0.21
    Win32 Version: 11.103.0.21
    CodeBase: file:///C:/Program%20Files%20(x86)/TheBestSpinner3/Syncfusion.Core.DLL
----------------------------------------
System.Deployment
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Deployment/2.0.0.0__b03f5f7f11d50a3a/System.Deployment.dll
----------------------------------------
System.Runtime.Serialization.Formatters.Soap
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Runtime.Serialization.Formatters.Soap/2.0.0.0__b03f5f7f11d50a3a/System.Runtime.Serialization.Formatters.Soap.dll
----------------------------------------
System.Xml
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Xml/2.0.0.0__b77a5c561934e089/System.Xml.dll
----------------------------------------
Keyoti.RapidSpell.NET2
    Assembly Version: 5.0.11.517
    Win32 Version: 5.0.11.517
    CodeBase: file:///C:/Program%20Files%20(x86)/TheBestSpinner3/Keyoti.RapidSpell.NET2.DLL
----------------------------------------
System.Data
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8751 (QFE.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_64/System.Data/2.0.0.0__b77a5c561934e089/System.Data.dll
----------------------------------------
System.Configuration
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Configuration/2.0.0.0__b03f5f7f11d50a3a/System.Configuration.dll
----------------------------------------
System.Web
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_64/System.Web/2.0.0.0__b03f5f7f11d50a3a/System.Web.dll
----------------------------------------
vazzjapo
    Assembly Version: 0.0.0.0
    Win32 Version: 2.0.50727.8750 (QFE.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System/2.0.0.0__b77a5c561934e089/System.dll
----------------------------------------
System.Design
    Assembly Version: 2.0.0.0
    Win32 Version: 2.0.50727.8745 (WinRel.050727-8700)
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Design/2.0.0.0__b03f5f7f11d50a3a/System.Design.dll
----------------------------------------
System.Core
    Assembly Version: 3.5.0.0
    Win32 Version: 3.5.30729.8763 built by: WinRel
    CodeBase: file:///C:/WINDOWS/assembly/GAC_MSIL/System.Core/3.5.0.0__b77a5c561934e089/System.Core.dll
----------------------------------------

************** JIT Debugging **************
To enable just-in-time (JIT) debugging, the .config file for this
application or computer (machine.config) must have the
jitDebugging value set in the system.windows.forms section.
The application must also be compiled with debugging
enabled.

For example:

<configuration>
    <system.windows.forms jitDebugging="true" />
</configuration>

When JIT debugging is enabled, any unhandled exception
will be sent to the JIT debugger registered on the computer
rather than be handled by this dialog box.



Offline Meg

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #6 on: March 06, 2017, 11:50:50 PM »
If you are only getting the error with copy and paste, it suggests that you are not using plain text. Text from web pages or from word processed documents contains hidden characters. TBS needs plain text. Try pasting the text into a plain text editor and getting it to strip out any control characters and see if that helps.

Offline shop4seo

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #7 on: March 07, 2017, 01:03:48 AM »
Yes thats what I thought too and I already tried that and this didn't make any difference. I even tried to convert the plain text to different formats such as UTF-8, ANSI ETC... NOTHING FIXED IT

I think thebestspinner is very buggy and needs a serious update

:(

Offline shop4seo

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #8 on: March 07, 2017, 02:57:40 AM »
i MADE A VIDEO YOU CAN SEE IT HERE WITH MY DIFFERENT TESTS: https://www.screencast.com/t/WQTmfNGEdi

As you can see I copy my text from notepad


Offline Meg

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Re: TBS DOWN, NOT getting any ticket answered, NO customer service.
« Reply #9 on: March 07, 2017, 03:36:22 AM »
One user, a long time ago, posted the following about plain text:
"He says that he writes all his posts in Word, because he likes the constant spellcheck and auto capitalization and other features, but that the extended characters suck, so he gets rid of them like this:
1)  write the article in Word, without worrying about characters or apostrophes;
2)  when done copy/paste it into Notepad++ (free kickbutt text editor)
http://notepad-plus.sourceforge.net/uk/site.htm (Notepad++ has a feature called "Zap all non printable characters to #".  Once that's done, all the extended apostrophes become "#"'s.) Find it on the top menu.  Go to:  Plugins -->  TextFX Characters -->  Zap all non printable characters to #
3)  Search and Replace All "#"'s to " ' "s
4)  copy/paste into editor - takes about 8 seconds tops."

I wasn't able to view your video as it said I needed adobe flash player and for some reason Chrome doesn't like it. Why not copy and paste a bit of your copied text here, or PM it to me, if you want, or even PM a web page you would like me to try copy and pasting from and I will see if it works on my copy of TBS