728_header.jpg (23748 bytes)
 Home 
 EB Blog 
 AB Blog 
 Letters 
 Podcasts 
 Forums 
 EPIS 
 Classifieds 
 EKG 
 Ratings 
AuctionBytes Blog
Covering auctions, collectibles and marketplace selling.

AuctionBytes Blog The AuctionBytes Blog has been giving a voice to online merchants since its launch in 2005. Named one of the world's top 30 blogs in 2008 by "Blogging Heroes." Weigh in with your thoughts on the joys and pitfalls of selling online.
Sat Nov 21 2009 16:34:13

Major Search Outage Leaves eBay Shoppers Empty-Handed

By: Ina Steiner
Sponsored Link
eBay experienced search problems on Saturday morning, and now there appears to be a complete search outage. At 11:17 am PST, eBay posted an announcement stating it was experiencing "some issues with a delay in search being displayed," and by noon, users began posting that they could not search at all on the website.

When searching, shoppers either come up with an error message (see graphic), or a search results page with 0 items, but the ad listings showed up. 

There are several postings on Twitter from 8 and 9 hours ago complaining about eBay search, including this one from 9 hours ago: "eBay search engine is having issues this am."

Update: eBay posted a new message on its Announcement Board at 1:37PM PST:

Due to errors in some of our backend systems, members may be seeing different errors in Search. This could be that "We were unable to run the search results you entered. Please try again in a few minutes" or a blank page, or simply the browser being unable to display the page.

This is also affecting the ability to access eBay Stores through search directly, and sometimes from the store URL.

Please note that we are working as quickly as possible to get this resolved. Thank you for your patience as we continue to work to resolve this.

David reports that browse is not working either.

Update: 4:47 EST: I can get to the Daily Deals on the U.S. site.

I just tried searching UK site, same problem, no search! Ouch, international problem!

Update: 4:55 EST: I have inquiry in to eBay about what's going on and whether they will be issuing credits. Will update if/when I hear back.

eBay Outage Policy is found here, and only applies to listing scheduled to end during the outage or in the hour after the end of the outage. In the event of a hard outage of two hours or more, eBay automatically extends listings for 24 hours.

Given that it's impossible to find listings, I'd consider this a hard outage!

UPDATE: 6:12 pm EST - eBay replaced its previous Systems Announcement posts with one at 2:59 pm PST  that suggests a workaround:

If you use the Advanced Search option at the top of the page, and type in your search query and click the title and description box and then run the search, the results for the title and description search will be returned. Likewise, if you receive a 0 results page for title search and choose the title and description box and re-run the search, you'll see the appropriate results.
 
Does eBay think buyers are going to first of all, find this announcement, and second of all, follow these convoluted instructions? Surely eBay is not paving the way to get out of calling it an outage?

Update: 11 pm EST: eBay says it found the problem and that things will be fully functional tomorrow (Sunday). Will frustrated buyers return? What about sellers who lost money on this outage?

John Pluhowski sent me eBay's statement on the search outage:

eBay expects full search functionality to be restored to eBay.com on Sunday after a technical issue today resulted in searches returning either limited or no results throughout the day today. The identified technical issue has been fixed and is being implemented across the site. 

The unanticipated technical issue resulted from a surge in live listings as sellers ramp up for the holiday season. eBay currently has more than 200 million live listings, 33 percent more than at this time a year ago. The company said the technical issue, once identified, was easily fixed.

Interesting - apparently eBay can't handle a 33 percent increase in listings this month compared to last year. (Message to world: we're not scalable!?) It would appear to me that Diamond PowerSellers and LMS ("Operation Catalog" sellers) are to blame for today's search outage. See new AuctionBytes Newsflash article for details.

Update 11:20 pm EST: eBay spokesperson John Pluhowski said eBay will be issuing refunds to sellers, no details provided as of yet. 

Update: 11/22/09 7:45 am EST: eBay posted another announcement to the Systems Announcement Board on 11/21/09 at 10:55 pm PST in which it confirmed eBay would be crediting fees and would be compensating sellers appropriately.

Full search functionality expected to be restored to eBay.com on Sunday, Nov. 22 - Lorrie Norrington, President, eBay

We are really sorry about the technical issue that resulted in searches returning either limited or no results throughout the day on Saturday, Nov. 21. We know this search issue may have disrupted your business. Our No. 1 priority has been to identify and fix the issue as quickly as possible, and restore full search functionality. Our teams are working around the clock to do that. Search functionality is returning to eBay.com throughout Saturday evening, PST, and we expect full search functionality to be restored Sunday.

We know this is a really busy time for sellers as you are ramping up your businesses for the holiday season, and we regret any potential impact that this technical issue may have had. Please accept our sincere thanks for your patience as we work around the clock on your behalf to restore search functionality. We will continue to keep you informed of site performance. Our immediate priority is to resolve this issue. Once that is achieved, rest assured that we will assess the economic impact of this issue and will be compensating sellers appropriately. In the meantime, we will be issuing full fee credits for affected listings.

Update: 11/22/09 5:30 pm EST: eBay posted to the General Announcement Board about Saturday's search outage. eBay's Lorrie Norrington wrote on Sunday at 2:04 pm PST that "critical search functionality" was restored overnight on Saturday, while eBay kept some "secondary search features" temporarily offline. "We expect to bring these features online today as part of a phased approach to restore full functionality."

She apologized and wrote, "We will now be assessing the economic impact of this issue and will be compensating sellers appropriately.  In the meantime, we will be issuing full fee credits automatically for affected listings."

AuctionBytes continues to report on the outage and its aftermath. We are conducting a  survey to determine how sellers were impacted by the search outage. Please take a few moments to complete the survey, we'll publish the results in AuctionBytes.

Update: November 23 at 7:45 am EST: eBay posted on the Systems Announcement board on Sunday evening at 7:53 pm PST the following message:

Updated: Issues with Search results and eBay Stores - Resolved
We are pleased to report that we have restored the secondary search features of having Store Inventory Format appear in the main search results and refining certain item specifies, such as color or clothing size. All key search functionality is now fully restored. We appreciate your patience and understanding during this process.

However, eBay sellers are now looking for answers for what to do in the aftermath of the search outage. Auction sellers are looking for answers on what they should do about transactions that ended on Saturday at artificially low prices. If they cancel transactions affected by the outage, do they risk receiving negative feedback from buyers? We have a question in to eBay on this (and about why they had not extended auction listings on Saturday). 
Reading AuctionBytes Blog: Major Search Outage Leaves eBay Shoppers Empty-Handed
Comments (273) | Leave Comment | Permalink
Readers Comments

Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: AuctionWally
       
Sat Nov 21 19:09:43 2009
Two things:

1) Had eBay executives had been more graceful with controversial issues prior to this, the heat they are going to get, would have been a LOT less.

The fallout from the ''let 'em eat cake'' attitude will probably turn magnify the incident into to an explosion of more anti-eBay sentiment.

A little hubris and some respect for smaller sellers would have been a nice vaccine for this illness.

2) In my opinion, Mellowde is spot on. This isn't an issue that has all of the sudden happened, eBay search seems to have been screwed up for months now. It's been skidding for a long time, today it just crashed.

For many who've been getting anemic results due to eBay's ''best match,'' there's little difference between  yesterday and today.

 
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: seller
       
Sat Nov 21 19:10:10 2009
Actually SELLERS are NOT legally obligate to follow through with sales in this instance - Check the laws folks.  Auctions are governed by state and federal regulations.  An auctioneer cannot mess with the terms of an auction once started nor can a company or an glitch or an act of nature. This incident voids the auctions and the so called agreement that sellers entered into  the auction house.  Ultimately it falls under failure to deliver goods/services promised.  Ebay is liable.  Check the laws.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: whatever.
       
Sat Nov 21 19:11:42 2009
Hey I just got two Saved Search emails from eBay. Betcha the "Please Pay For ....." ebay 48 hr email spam is still working too!
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Mobster
       
Sat Nov 21 19:12:01 2009
This is the most traffic auction bytes has seen a a while hey.
Not only has the search been down but most if not all affiliate sites are down too. We twetted about this at 5:30 am knowone noticed and still nothing has been done. What a joke eBay has become.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Jim
       
Sat Nov 21 19:18:40 2009
Legally you can void an auction by claiming ebay failure, but the winner can give bad feedback and 0s on the DSRs with the result of losing discounts and reputation.  
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: fruity
       
Sat Nov 21 19:21:11 2009
Chester obviously hasn't had to deal with ebay and their "its just a glitch" crud. Sorry but for almost 2 years we were dealing with disappearing missing and ghosting listings and ebay blew it off. Even though it could be consistently predicted every time they had a listing promo and we said you need to address this. Now we have this happening and yeah, they deserve to be scrutinized. I say let the real IT people publish articles about what exactly this is. Not someone who has never been posting here just come over to our complaint center and give us a talking to.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: John Dee
       
Sat Nov 21 19:21:28 2009
Part of an interesting article by Jude Estlin:(Start) The other new rule wherein PayPal is the only thing that can be mentioned as payment is another dumb idea. The raise in fees, the no-negatives-to-Buyers dictate, and the PayPal only declaration has done what nothing else could. IT SENT SELLERS AWAY FROM EBAY IN DROVES.(End)
Ebay needs to get back to basics. It appears that sellers were intimidated by the major auction site, and some followed like lambs to slaughter. Ebay needs to wake up and realize who really buttered their bread. Give the consumer and seller a break...GO BACK TO WHAT MADE EBAY SO SUCCESSFUL !

Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Price Spectre
       
Sat Nov 21 19:22:47 2009
This explains all my problems today.  Didn't think about trying the actual website.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: fruity
       
Sat Nov 21 19:23:40 2009
and another thing that you might be forgetting is that no one is paying for these things because they are not able to find them to buy. So yeah, I think lots of people expect ebay to have their act together. Including maybe the investors of this company.  
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Anne
       
Sat Nov 21 19:24:36 2009
I am so pissed about this outage.  I actually listed Zhu Zhu Pets at a great starting price and they were to end at 4:00 pm.  My mistake, i should have tried to gauge like everyone else because mine only got bid on a couple of times and no one could see them in the last few hours--bids pick up in the last 10 seconds like crazy usually, but I had no bids for 4 hours and the last bidder took it for what I paid--so wrong. eBay should have to do something more than just reimburse cents for listing fees...people rely on them to do their job so we can do ours.  RIDICULOUS!!
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: g
       
Sat Nov 21 19:36:10 2009
Innovative disruption at its finest at work here!  It appears that eBay's CEO and board are getting exactly what they wanted!  At every seller's expense!

STOP ''fixing'' the venue!  Sellers can't survive eBay's constant ''improvements''.

I don't even care if it is a hacker's problem either.  eBay has far more resources (paid from seller's pockets) than should be needed to have back-up plans in place for such catastrophic events.

Bottom line, I have NO faith left in eBay anymore.  I will take this opportunity to make my 2010 resolutions (business plans, whatever) right now and they are:

1.  Increase the time and resources my business will spend in developing non-eBay venues.

2.  Reduce my business presence on eBay and use the savings in overhead fees to help fund other venue efforts.

3.  Actively seek ways to utilize eBay as a source for directing MY customers to MY non-eBay venues.

Innovative disruption is working, just not the way the eBay heads thought it would.

So eBay, thank you for giving me enough kicks in the pants this year to open my eyes to eBay's true interests!
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: seller
       
Sat Nov 21 19:36:58 2009
If e-bay does not make good I will be filing suit with the attorney general.. Easy to do on line - just 20 minutes.  SELLERS - go to your state atty general web site, file a "failure to deliver goods/services" claim and you will be suprised.  I have done this before and I always win.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Karma
       
Sat Nov 21 19:45:40 2009
I am speechless.

Perhaps ebay closed down for good....

Just closed the doors and turned of the lights...
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Total BS
       
Sat Nov 21 19:46:31 2009
Just saw on Twitter where buyers are frantically encouraging others to use the work-around function to get "GREAT DEALS" on ebay! >:{

Jorfer88 ...if you use the workaround function mentioned in http://tinyurl.com/yakwbq8 you might be able to grab some GREAT eBay items on the cheap!!  
2 minutes ago from web
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: On Lies and Secrets
       
Sat Nov 21 19:51:18 2009
Just when I thought it couldn't get worse than the porn promotions on christian/religious listings and then this happens.  Sooooo very ebay.  You just can't make this stuff up!  

There is something *seriously* wrong with ebay senior management.  How long has this issue lasted?  Why isn't it fixed yet?
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Pezzed Off
       
Sat Nov 21 19:55:51 2009
Here's a suggestion. Send a Tweet to @pierre - you know, just to let him know that his site is down. As of 5pm PST, he doesn't seem to be aware of it. Seems like the neighborly thing to do...
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: anonymous
       
Sat Nov 21 20:00:02 2009
EVERY BODY should demand at least a partial refund.

And please seriously consider that this is NOT something you can seriously do for a living anymore. When they push a button or upload some terrific "improvement" during the time of year that most people make 1/4 to HALF of their annual profit, this is totally insane. PERIOD.

If they don't have it fixed by this weekend, I am signing off for good, and I have supported myself this way for 6 years.

This has been going on for a couple WEEKS now, don't let them give you any CRAP about something "just happened"

Go look at: http://www.medved.net/cgi-bin/cal.exe?SINDALLCAT  --and today's number is NOT accurate, try switching to home and garden, or jewelry. Car parts is completely GONE.

I knew something was wrong when I went to do a ship notice yesterday and it suddenly went BONK and switched me to eBay motors.

What part of DO NOT touch ANYTHING on the site, programming-wise, after October 15th do they not get?

I guess they just don't get that eBay is a RETAILER of goods, whether they like it or not.

These idiots need to hire someone to run IT that has SOME understanding of the cycle in retail. SOME, even a little.

And they should toss the CEO off a bridge, and say "he's missing"

This has gone right off the charts for stupid things a company can do to itself, it is rivaling "NEW COKE"

After the holidays, it's sayonara for me.

These morons couldn't organize a piss-up in a brewery.

Or maybe someone already did.




Remember the mass layoff last year? They need another one, and RIGHT NOW.

Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: EventHorizon1984
       
Sat Nov 21 20:01:41 2009
The eBay System Announcement states:
''Due to errors in some of our backend systems, members may be seeing different errors in Search.''

It's meant to sound innocuous.  So if you're interested in how innocuous, here's the simple explanation of ''backend system.''

http://www.linktionary.com/b/back_end.html

''U
sers
interact with applications in front-end systems to make requests on back-end systems. The back-end systems then process the requests, searching and sorting data, serving up files, and providing other services.''

''''Back-end systems'' loosely refers to servers, superservers, clustered systems, midrange systems, and mainframes that provide data services to users. The location of these services is often called the server farm or data center.''

In less complex lingo, there's a failure in the search engine.

Not a big deal right?  

Unless a search engine is critical to your operation.

Expect eBay to trot out some sacrificial code monkey* responsible for the mess to make half-plausible excuses and perform damage control.

Systems Engineer, RET
DoD global real-time systems

* “a person only capable of grinding out code, but unable to perform the more intellectually complex tasks of software architecture, analysis, and design”

//*

''If you do something once, people will call it an accident. If you do it twice, they call it a coincidence. But do it a third time and you’ve just proven a natural law.''
Grace Hopper
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: mysoapboxrant
       
Sat Nov 21 20:02:59 2009
Just used the ' work around ' and seen so many cheap listings - that is not fair.

I used to sell until the first PUSH OUT of SELLERS in early 2007.

Media must be contacted about this scam.
Major Search Outage Leaves eBay Shoppers Empty-Handed   Major Search Outage Leaves eBay Shoppers Empty-Handed
by: Shalisa
       
Sat Nov 21 20:08:58 2009
I just talked to someone at Ebay. They will not give refunds, tough luck for the suckers (I mean sellers) who listed. They are going to claim this is a cost of doing business online. Nice.
Click to view more comments
1 2 3 4 5 6 7 8 9 10 11 12 13 14  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.
  Rate Services
  Auction Calendar
  Collectors' Links
  eBay Promo History
  Bookshelf
  Fraud Resources
  Drop-Off Store Laws
  Payment Holds
  Ecommerce Resources
  Photo Tips
  Marketing Inserts
  Yellow Pages
  Advertising
buyersmarket2aaa2.JPG (7729 bytes)
 AB Blog Recent Posts 
 EB Blog Recent Posts 
 EB Blog Recent Comments 


Subscribe in a reader



Archives



Powered by Perl Web Blog
© 2005/2017 Ranson's Scripts