Jump to content

Poor technical support from Pulseway?


Recommended Posts

Hello,

We are long-term Pulseway customers but lately the Pulseway client has developed a bug and continuously uses up to 20%+ CPU utilisation.

We logged this with Pulseway on the 4th of July this year but they have been completely ignoring the ticket. I regularly reply to the email thread for an update (at least once a week) but I am ignored. The only time I had a meaningful response was when I threatened to cancel our subscription. This was short lived and now I am back to being ignored with no status updates on my ticket.

We like the product but we have a handful of servers with this bug and I am simply installing other monitoring products on them. Today I have sent my usual email to Pulseway support asking for a status update on my ticket but I'm certain I'll get nothing back...

The next step will then be to install a better monitoring product like Infradog and to write the same post on Spiceworks so people know that Pulseway doesn't offer good technical support.

 

Link to post
Share on other sites
  • Administrators

Hi Ian,

I'm sorry to hear that your ticket is not yet resolved. I've familiarized myself with your case and it appears that it is currently with the development team. Unfortunately the issue is more complex and there's no immediate solution on it. My colleagues from the support team can only provide status updates if they get any from the development team and in this case there hasn't been any progress made.

Rest assured that we are looking into the issue.

-Paul

Link to post
Share on other sites

Hi Paul,

I understand that this may be a complex issue but I need it resolved. A member of your support team contacted me just after I posted this and said they would contact the developers for an update.

I haven't heard anything back yet so I can only assume that no progress has been made or the support team hasn't contacted the developers. 

I can't continue on with this situation I need a timescale for the fix at the very least, It seems like the problem has just been shelved.

Thank you,

 

Link to post
Share on other sites
  • Administrators

Hi Ian,

Rest assured that this issue is not shelved but there's been no progress made on it simply because it's scheduled to be fixed in the next Windows agent maintenance release (it's on the top of the priority todo list). I'll post an update as soon as I have a beta build so you can install it on your affected system.

-Paul

Link to post
Share on other sites
  • 1 month later...
  • 4 weeks later...
  • 4 weeks later...
  • 3 weeks later...
  • 1 month later...
  • 3 months later...
On 10/22/2018 at 9:39 AM, Paul said:

Hi Ian,

Rest assured that this issue is not shelved but there's been no progress made on it simply because it's scheduled to be fixed in the next Windows agent maintenance release (it's on the top of the priority todo list). I'll post an update as soon as I have a beta build so you can install it on your affected system.

-Paul

 

Still no support from pulseway.

Link to post
Share on other sites
  • Administrators

IT never sleeps :lol:. I've found your inquiry and asked around what's the hold up. Unless everyone took your advice and went for pints someone should reach out to you soon.

-Paul

Link to post
Share on other sites
  • 1 month later...
  • 4 months later...
  • 5 months later...
  • 4 months later...
  • 3 months later...

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Similar Content

    • By Canadian Dental Services
      Hi all,
      I recently did a clean upgrade to Windows 10 on 2 WKSTs previously running Windows 7 with Pulseway installed.  I am now at a loss as to how to re-add these units to my Pulseway instance.
      I see they are still showing up in the “Deployment Successful” tab under “Discovery & Deployment”.
      Is there a way to re-add these units without manually installing the Pulseway app on these WKSTs?
    • By RingTailedLemur7
      Hello, I have a question about the Pulseway app. When the pc is on all of the commands work great and are perfect for managing the pc. But I am attempting to turn on my pc when I am away from my home and then be able to fully control it like I was there. The issue is how the wake up command from sleep or from powered down will not work even when on my home network. How can I fix this. Also a side question, is there a way I would be able to see a live view of the screen or does it only allow screenshots of the screen. Thanks
    • By Louwrens
      Pulseway Dashboard 8.4.1 pause funtion is not working.
    • By DQuiram
      We reinstalled Pulseway on a re-imaged system and after the install we noticed issues. In the patch mgmt section, the status was "assign failed" in red. We rebooted the system and then the service was not starting. We checked the service, it was set to start automatically and in the event log it was generating this error: "Service cannot be started.  The handle is invalid"  We removed the system from Pulseway, uninstalled, and reinstalled. Service is starting normally, but still getting the same issue of the patch policy failing to assign. I tried moving the system to another group that did not have a patch policy at all and got the same result. 
    • By Brant
      I've implemented a script that retrieves and stores the Windows Build Version number to a custom field in the system overview.   It works fine on MOST systems.  However, there are a small number systems that are unable to run the script.  The error message displayed includes: Start-Process : This command cannot be run due to the error: The system cannot find the file specified.
      I used the "Insert Output Variable Code" in the script and verified that it includes the inserted text "Start-Process -FilePath "$env:PWY_HOME\CLI.exe" -ArgumentList ("setVariable  .....".
      For some reason, a few systems do not seem to have the environment variable PWY_HOME set.
      It appears that these systems are using the Enable PowerShell User Impersonation option under Pulseway Manger > Settings > Runtime.
      What is the easiest way to make sure that all of my systems have the PWY_HOME variable set so that any future scripts will not fail because of a missing environment variable?
      Thanks,
      Brant
×
×
  • Create New...