Can't 'Add user' to Sure Signal

[dvhttn]

Hi, First post and this is to do with the 'Manging Sure Signal' portion of the Vodafone website rather than the hardware but to me it's all the same. When I go to add a user I get the error message shown below. Means nowt to me even though I've worked in It for the last 30+ years ....! Is it a web site/Vodafone database error? Or an error due to some security measures I take on my system (running the Maxthon browser on XP Pro with all security patches - yeah, I know .....). Thanks in advance. Dave

=================================== Error invoking portlet "VAPGatewayController" The source of this error is: com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is: javax.servlet.ServletException.; nested exception is: com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: null; nested exception is: javax.servlet.ServletException at com.bea.wsrp.FaultInstanceFactory.(FaultInstanceFactory.java:44) at com.bea.wsrp.proxy.ProxyBase.raiseFault(ProxyBase.java:563) at com.bea.wsrp.proxy.ProxyBase.invoke(ProxyBase.java:464) at $Proxy66.getMarkup(Unknown Source) at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:49) at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:37) at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:156) at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:135) at com.bea.wsrp.consumer.markup.MarkupServicesFacade.invoke(MarkupServicesFacade.java:42) at com.bea.wsrp.consumer.controls.ProxyPortletContent.invokeGetMarkup(ProxyPortletContent.java:665) at com.bea.wsrp.consumer.controls.ProxyPortletContent.beginRender(ProxyPortletContent.java:318) at com.bea.netuix.nf.ControlLifecycle$7.visit(ControlLifecycle.java:486) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:530) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walk(ControlTreeWalker.java:249) at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:361) at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:339) at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:330) at com.bea.netuix.nf.Lifecycle.run(Lifecycle.java:304) at com.bea.netuix.nf.UIControl.render(UIControl.java:597) at com.bea.netuix.servlets.controls.PresentationContext.render(PresentationContext.java:434) at com.bea.netuix.servlets.util.RenderToolkit.renderChild(RenderToolkit.java:147) at jsp_servlet._framework._skeletons._vodafonedefault.__template5col_03._jspService(__template5col_03.java:148) at weblogic.servlet.jsp.JspBase.service(JspBase.java:34) at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227) at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125) at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283) at weblogic.servlet.internal.ServletStubImpl.onAddToMapException(ServletStubImpl.java:394) at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:309) at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:175) at weblogic.servlet.internal.RequestDispatcherImpl.invokeServlet(RequestDispatcherImpl.java:533) at weblogic.servlet.internal.RequestDispatcherImpl.include(RequestDispatcherImpl.java:459) at com.bea.netuix.servlets.controls.application.laf.JspTools.renderJsp(JspTools.java:124) at com.bea.netuix.servlets.controls.application.laf.JspControlRenderer.beginRender(JspControlRenderer.java:81) at com.bea.netuix.servlets.controls.application.laf.PresentationControlRenderer.beginRender(PresentationControlRenderer.java:62) at com.bea.netuix.nf.ControlLifecycle$7.visit(ControlLifecycle.java:482) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:530) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541) at com.bea.netuix.nf.ControlTreeWalker.walk(ControlTreeWalker.java:249) at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:361) at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:339) at com.bea.netuix.nf.Lifecycle.runOutbound(Lifecycle.java:186) at com.bea.netuix.nf.Lifecycle.run(Lifecycle.java:140) at com.bea.netuix.servlets.manager.UIServlet.runLifecycle(UIServlet.java:419) at com.bea.netuix.servlets.manager.UIServlet.processControlTree(UIServlet.java:305) at com.bea.netuix.servlets.manager.PortalServlet.service(PortalServlet.java:779) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227) at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125) at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283) at weblogic.servlet.internal.TailFilter.doFilter(TailFilter.java:26) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.cj.trim.trimFilter.doFilter(trimFilter.java:86) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.vodafone.couk.micrositeintegration.filter.MicrositeIntegrationFilter.doFilter(MicrositeIntegrationFilter.java:185) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.vodafone.couk.filters.UnAuthenticatedPagesFilter.doFilter(UnAuthenticatedPagesFilter.java:147) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.vodafone.couk.filters.PartialHoldingPagesFilter.doFilter(PartialHoldingPagesFilter.java:61) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.vodafone.couk.filters.RedirectionFilter.doFilter(RedirectionFilter.java:292) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.vodafone.couk.filters.RedirectsFilter.doFilter(RedirectsFilter.java:192) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.bea.p13n.servlets.PortalServletFilter.doFilter(PortalServletFilter.java:251) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at weblogic.servlet.internal.RequestDispatcherImpl.invokeServlet(RequestDispatcherImpl.java:531) at weblogic.servlet.internal.RequestDispatcherImpl.forward(RequestDispatcherImpl.java:266) at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.longToSEOURL(LongToSeoURLServlet.java:451) at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.doPost(LongToSeoURLServlet.java:139) at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.doGet(LongToSeoURLServlet.java:108) at javax.servlet.http.HttpServlet.service(HttpServlet.java:743) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227) at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125) at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283) at weblogic.servlet.internal.TailFilter.doFilter(TailFilter.java:26) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at com.bea.p13n.servlets.PortalServletFilter.doFilter(PortalServletFilter.java:251) at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42) at weblogic.servlet.internal.WebAppServletContext$ServletInvocationAction.run(WebAppServletContext.java:3251) at weblogic.security.acl.internal.AuthenticatedSubject.doAs(AuthenticatedSubject.java:321) at weblogic.security.service.SecurityManager.runAs(SecurityManager.java:121) at weblogic.servlet.internal.WebAppServletContext.securedExecute(WebAppServletContext.java:2010) at weblogic.servlet.internal.WebAppServletContext.execute(WebAppServletContext.java:1916) at weblogic.servlet.internal.ServletRequestImpl.run(ServletRequestImpl.java:1366) at weblogic.work.ExecuteThread.execute(ExecuteThread.java:209) at weblogic.work.ExecuteThread.run(ExecuteThread.java:181) ===================================

[BJF]

Thanks for the invite but I've already been in touch four times and been promised a solution each time which has not happened.  I'm out of patience I'm afraid.  If it gets fixed it gets fixed, if it doesn't I'll cut my losses and go back to O2.

Sorry, but there is a limit.

[dvhttn]

So, a phone call happened today. The guy asked for some information that was either not relevant or could be gleaned from this thread. As I was by my computer I did as he asked and tried to enter a number as before. This time it worked!!!!! Hmmmm. But the conclusion was that as it now worked then they wouldn't/couldn't look at the issue as it was now "fixed". Even though he stated quite clearly that they didn't actually know what had caused it. I tried a second number but this time it failed again as above. Now it turns out that even though I had been told this was a Vodafone number it actually wasn't. (Rellies over on holiday from Holland - I "think" when I had asked them the question they actually answered me referring to their Dutch phones, rather than the Uk number they used when over here ....doh! - though like many I have almost no idea which service provider a friend's mobile is with, I just know their number. In fact I know people who wouldn't even know who their own service provider was ... !!). This was even more ammunition to the 'we've fixed it' theory.

Now call me a silly old fool but I was insisting that the error messages get sent to the Vodafone techie team to be examined a) to see if they could figure out what the problem was (if it had been fixed) so it could be catered for in future if not already and b) so that "users" didn't see errors such as the above which mean zip! The guy who phoned was not technical in the slightest but he did contact the tech team whilst I was on the phone. Their reply? 'It "might" be the browser!!!!!!!  Now, possible, but it was admitted that the guy had NOT seen the error message, nor seen this thread (where I say I tried 2 browsers) and couldn't suggest where I start looking on my end. I was not allowed to speak to them myself and all the caller wanted to do was "close" the case.

We went round in circles until I asked for his manager to speak to me. 'Gone home for the day' (admittedly it was 7pm-ish in the UK ...). So I'm awaiting a call from him at some stage as I didn't get through to the caller that an error message as above was not very "user friendly" even if a non-Vodafone number was entered. I also couldn't get him to see that the Vodafone number that I managed to enter correctly tonight but had caused the error message above on every day for the lasy two weeks-ish could be useful to them. Arrrrggghhhhhhhhhhhhhh ...

Having worked in customer support for computer companies I found the attitude to be one of 'Vodafone problem closure' support - whether the customer was happy with the outcome or not. No way was it customer support.

Rant over!

Dave

[Sukhi]

Hi BJF,

Have you emailed my team? If so can you provide your email reference?

dvhttn - Have you received the call-back? If not please reply to our last email and we'll take a closer look.

Thanks,

Sukhi

[dvhttn]

Sukhi - yes, as I stated in my last post, I did receive a call back. I just wasn't impressed and am awaiting a call back from a manager.

Dave

[Retired-Matt_B]

Hi Dave,

Has the issue now been resolved?

Thanks,

Matt B

[dvhttn]

@Matt_B: sorry for the delay but it's still school holidays and I had to confirm some mobile numbers and their service provider. i.e. whether they were on Vodafone or not as I, I guess like most other people, have no idea unless told.

The current state of play is this:

1) add a new Vodafone mobile number: seems to be working now.

2) add a new number NOT on Vodafone - the error message as indicated in my first posting occurs.

3) edit an existing Vodafone number and you get "Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later.".

So, to answer your question, "sort of" ...... 🙂   

1 - obviously fine now. No idea why/what was happening previously.

2 - this is still a problem. There is NO way a user should see an error like this. It should be 'meaningful'. It's no good saying it's 'not a Vodafone number' as, as I said, most people don't know.

3 - a new one. I have one phone number already added that hasn't got a name attached. I try to add the name and when you press 'Confirm' on the edit you get the above message. I'm thinking this is something to do with the fact that the saved phone numbers for the SS are in '447xxxyyyyyy' format, that is international format of 12 digits. I'm sure on one of my earlier tests I tried inputting the number in 12 digit format and it said 'please use 11 digits' i.e. 07xxxyyyyyy. In this case the edit is trying to 'save' 12 digits so the web page is saying 'no, it must be 11' even though it's the 'web page' that has saved the number in this format (oh, the point is that you cannot edit the number!).

Hope I'm wrong about '3' as if I'm right it shows some fundamental software engineering flaws with Vodafone's systems .......  As does '2'.  Over to you ....

The person that called me tried to insist that as '1' was now fixed that there was NO reason to look at the issue and wouldn't be convinced that this was a fundamental customer service problem ( a 'non-user friendly' interface issue). The promised return-call from a manager I insisted on, and was promised, never happened .....

Dave