Hard Refresh Required For Sharing To Appear

Hi Alex,

Some of our services were interrupted because of a backend issue that occurred on June 1st, however the issue was resolved the same day.

I went to the site you mentioned and clicked around on a few posts, but the buttons appeared each time for me. I also checked the Console and Network tabs, but didn’t see any errors reported nor any requests failing.

Are you still seeing the issue? If so, can you let me know where you’re located, in case this is CDN related issue?

Thanks!

Hey Matt,

Thanks for the quick response. Yes, we still see the issue this morning. We’re located in metro Atlanta.

Thanks Alex. I checked with our engineering/ops teams, but they’re not seeing any issues. Are you seeing the failed requests within logs or within the dev console within your browser?

If you’re seeing this in the browser, could you send a screenshot of the request and include the Headers tab for that network request? Let me know if you need instructions or a screencast for how to do this.

Within the browser. Here are a couple screenshots of the inspector when the share counter isn’t showing up.

https://www.dropbox.com/s/k2g83x7mogsj7s4/Screen%20Shot%202018-06-05%20at%204.37.33%20PM.png?dl=0

https://www.dropbox.com/s/rwwkden972co2nh/Screen%20Shot%202018-06-05%20at%204.38.27%20PM.png?dl=0

Thanks Alex. When you’re seeing that failed request to m.addthisedge.com, are the sharing buttons appearing? You mentioned that the share counter isn’t showing up, but I would expect the sharing buttons to also not appear if that request fails.

Would you be able to send a screenshot or screen recording of the Headers for that m.addthisedge.com request?

I’ve put together a screen recording below that would show how to retrieve this:

Thanks! It’s the whole element.. share counter and buttons.

Here’s a screen capture: https://www.dropbox.com/s/oqopzz9k74ju3yu/2018-06-06_11-41-33.mp4?dl=0

Hi Alex,

Sorry for the delayed reply! I’ve checked into this with our engineering team and they’ve informed that we’ve made some changes in the last week with our data centers and would like to know whether you’re still seeing the issue.

You may need to clear your browser cache and cookies, just to be sure new requests are being made.

Let us know what you see. Thanks!

Hey Matt,

Sorry for the delayed reply. I just got back from vacation.

We’ve done a hard refresh of a cache. The counter will show up with the hard refresh, but on the next reload, we get an empty response in the headers:

Failed to load resource: net::ERR_EMPTY_RESPONSE
from
m.addthisedge.com/live/boost/ra-54ca980555d6f53d/_ate.track.config_resp:1

Hi Alex,

Thanks for checking. We haven’t had any other reports of outages or intermittent issues, so the cause is definitely hard to pinpoint. Is there any chance this could be relative to a specific computer or network connection?

Have you seen this on multiple computers or browsers?

Have you been able to try testing this from a different network connection?

Hey Matt,

I hadn’t thought to check a different network connection, but I did that and starting to see a pattern. I’m working with our IT group to see what’s getting blocked exactly. I’ll get back to you when I find out some more info.

Hey Matt,

I just wanted to follow up and mark this as resolved.

The issue actually ended up being the difference between http & https versions of the site. The server firewall was not forcing traffic through https, so sometimes when the site was called, we were getting “mixed” traffic and that was causing various anti-virus software to flag the data, put it in a sandbox, before passing onto the user. This also caused issues with Firefox calling the counter, and varying counter values some users were seeing.

So, if anybody is reading this, make sure your counter traffic is running through your SSL cert if there is other data getting fetched that way as well.

Thanks for the update, Alex! I’m glad you were able to track down the cause of the issue. Let us know if you run into any other snags!