Support Services and the Coming Holidays

During the coming holiday season (Christmas, New Year’s Day, and Thanksgiving for US-based residents), support channels will remain open during regularly-scheduled hours.

We hope this year closes on a high note for everyone, and that the new year opens on an even higher one. Thanks!

This entry was posted in Announcements & News, Community, Customer Service, Resident Experience. Bookmark the permalink.

66 Responses to Support Services and the Coming Holidays

  1. Georgette Whitfield says:

    Gosh, if SL keeps being as borked as it has been over the weekend then you guys aren’t going to HAVE a holiday!!! I fear your turkey might go cold. :(((

  2. Broccoli Curry says:

    New year… in November? Or have I been asleep for six weeks?

    Seriously though, thank you for recognising the fact that SL has a worldwide userbase and providing appropriate support.

    I’m sure working on Christmas day (no “happy holidays” here, thankyou) isn’t much fun… but I trust you’ll all take a bit of time to enjoy it.


  3. Jay Karlfeldt says:

    Are we having a Linden organised Christmas Festival or should the residents organise it?

  4. thegrimmling Snook says:

    So we get the same excuses and notices long after we experience problems like any week day!

    But really, if the rumors are true that a hacker ring is attacking SL and stealing account information, let us know about it. I know many paying accounts that got banned due to this.

  5. thegrimmling Snook says:

    Hey Jay, Linden Labs has to be politically correct and not call Christmas my it’s anme and use something more acceptable like “Family Day”.

    I favorite was Home Depot calling Christmas Trees “Family Trees”…lawl!

  6. Borky Grid says:

    support services…whatΒ΄s that?

  7. Dekka Raymaker says:

    Happy Christmas.

  8. Ric Mollor says:

    @4 –>> Take a look at this video. (Click on my name). If this is true and one person can crash 500 sims then Linden Labs needs to present a clear plan on dealing with griefing.

    The grid has been extremely borky for quite a while now and the griefing groups are claiming responsibility. True or not??? And can it be stopped?

  9. CW says:

    Thank you for providing this information. And keep up the great work.

  10. Captain Noarlunga says:

    So what’s with the support chat message I often get ……

    Available 24/7

    Sorry, no operators are available at this time.

    Nothing different is being offered….but, I have to say, when support is available, I have found it to be excellent… enjoy the holidays….whatever country you are in.

  11. Ann Otoole says:

    sorry everytime i type it gets transmitted twice…
    sorry everytime i type it gets transmitted twice…

    must be the video drivers
    must be the video drivers

    now sl is going down again
    now sl is going down again

    can’t connect, database offline
    can’t connect, database offline

    so much for sl running better while LL is at work lol
    so much for sl running better while LL is at work lol

    sl going down all the time is not just for the weekends anymore!
    sl going down all the time is not just for the weekends anymore!

  12. Joker Opus says:

    Lindens need a life too!
    Go eat food with your families – get out while you can!!!!!!!!!!!!!!!!!!!!!!


  13. Master Quatro says:

    Why does Linden Lab refuse to take on the griefing issues head on and help us. Why are we being subjected to daily replicating scripts, pictures objects that are so disgusting. Attacking religions, races, lifestyles etc. When rhos who can do something about this refuse to help then they are aiding and abetting the griefers. Estate managers need better tools to deal with this massive problem. Please help.

  14. TyrisFlare says:

    hi there just seen the video from Ric Moller πŸ™‚
    that was cool:) In away * Hope it dont hurt to many avis along the way*:) Hugzz:)

  15. Kris says:


    The status page says the grid is down, but when I open SL, it says the grid is online and I have been unable to log in for the past 10 minutes.

    Can someone tell me what is going on please?

  16. v00 Ceres says:

    I am crossing my fingers for new year as the last month I notice alot of problems and keeps getting worse , at this moment you cant even login proper and voice is down …
    Where does it end?
    For people who have their business here and pay alot of money monthly the system has to be trustable and ok … now and then there could be something wrong but this is getting more worse each week 😦
    Still I support Linden in their way of bringing this and making it all possible and my wish for newyear would be an awesome kickass stable and windlight enabled SL ! !
    Rock on Lindens !

  17. TyrisFlare says:

    Ps. happy holidays to the lindens hope they have a wonderful rest of the yr and a happy new one:)!

  18. Burgess Miles says:

    occasional log in issues…some issues during the weekend…???? come on…stability have never been worse and the economy is going down..indicated by the the trouble many retailers have experienced, sales are going down because SL simply sn’t stable enough to conduct any decent commerce in!!

  19. Yes….lets hope that this SL year does end on a high note. Looking at the previous posters I have to agree on many things. Thinks have been EXTREMELY difficult on SL as of late. Search, logging in, teleport, etc, etc, etc. If there are a few things that we should know about (Yes…there are a LOT of us who have seen numerious articles as of late in LARGE tech. publications basically warning those of Second Life as to what needs to be done ASAP to keep things going strong.) then let us know. I think it is time that we should start considering how to actually KEEP new people coming back to SL, come up with creative NEW ideas in world to keep people interested, keep things running smoothly, & THEN we can discuss ending the year off on a high note.

    (A side note: I know that this is a really big operation, discovering new technology, etc. etc. I do understand that & support everyone that does keep Second Life running. For that..Thank You. But..maybe we shouldn’t worry about “Windlight” or making a new search. Maybe its time to worry about keeping people, bringing people to SL & fixing what needs to be fixed.)

  20. Tony says:

    You’re not forcing your staff to work on Christmas day are you? Does Philip need a visit from the ghost of Christmas past or something?

  21. TyrisFlare says:

    Ps s on my comment in line 17 i ment grid also hope everything works out for lindens keep up the good work πŸ™‚

  22. TyrisFlare says:

    Oh and btw lol @ Tonys comment that was funny to say the least:)
    i liked it! happy holidays to all ty πŸ™‚

  23. Perefim Cao says:

    maybe santa will bring LL some new asset servers rofl… ^^

  24. Sindy Tsure says:

    /me FedEx’s eggnog & 151 to the Support Lindens.

  25. Georgette Whitfield says:

    /me knocks on grid!!! Let me in!!! I have been in SL since March and have never seen it this bad. Two days in a row! Tut tut! Is this still the San Fran to Dallas network that is borked? What is going on?

  26. Drako Nagorski says:

    hmm a little explaination on where exactly “live chat” with a tech is on the support page? i dont see it, and ive looked at every link. oh, and theres a little smily face at the very bottom left of the page! just under the english link.

  27. Good Question!! Can someone please tell us why (for the past few days & at this current moment.) logging in has become extremely difficult. When you do get on you can barely teleport or just get kicked completely out.

  28. Hal says:

    Being forced to update me Release Candidate but no release notes or info anywhere? What’s new Lindycats?

  29. Dirk Felix says:

    I think we can all agree that if the platform were stable we could have a great year. Tell me why this hasn’t happened yet?? Outsourcing to 3rd world countries and hiring sub-talent isn’t the way to grow and scale.


  30. Can we add the fact that I just got back on AGAIN & had the worse griefing experience I have EVER had on Second Life (yes I reported it.) Teleport into a wonderful place of business to find that every one (including owners) is getting a pop up asking to animate our avie (that will not go away..YES of course I wouldn’t say yes.) & our avatars are screaming racial slurls. (Bashes head into desk.) So much for getting anything done today.

  31. Georgette Whitfield says:

    Is anyone in America having problems with SL over the last few days? I’m in the UK and have had all sorts of problems, but my friends in the States seem to be unaffected by the inability to login/teleport/search etc. I would like to know what is going on. A proper statement from a Linden is long overdue.

  32. Ann Otoole says:

    problems everywhere. if your hit with the double, triple, quadruple chat/IM issue then don’t do anything in sl that costs money as the transactions are all replicated just like the chat is replicated. i.e.; you see your chat twice every time you press enter, if you buy something the buy goes through twice. LL should seriously consider closing sl and rebuilding it to fix this. apparently the multiple databases crashing issue is getting much much worse.

    good luck out there. your gonna need it.

  33. Ari Blackthorne says:

    Forget the sarcasm and the downer replies, Teeple.

    Thanks for the heads-up. Hope you have a great Thanksgiving. Hope SL keeps kicking. Hope a lot of things. πŸ™‚

  34. Cat Gisel says:

    Also (C)Hanuka Kwanzaa and EID for other US residents πŸ™‚

    Everyone is welcome to take the week off πŸ™‚ lol Blessings to all ya’ll and your familes.

  35. Nad Gough says:

    When and if the grid is problematic enough to cause inventory and monetary loss, it’s simply responsible to announce that, so people do not continue to lose inventory and money. Not doing so would be… what’s the word for it… I just don’t recall but i KNOW there is a word for it.

    You just can’t go off and hide till it blows over you know. I mean you CAN. But it doesn’t speak well of you. People start to talk. You know?

    Would it be possible to get some sort of update that addresses the current concerns please?

  36. kenny Stringer says:

    Alliwant for Christmas is a new sim ..but there not up for Action why ??? πŸ™‚

  37. Are there any Christmas-y plans for the grid? πŸ™‚

  38. Shouri Gisaku says:

    In accordance with Murphy’s Law, all the stuff that’s happened over the past weeks was pretty much past due. All the grid problems we’ve been having are nothing new, they just happened to come in like a torrential downpour of misfortune.

    What troubles me is the griefing. SL is an extremely vulnerable system, since pretty much anyone with an account (and a brain stem) is capable of griefing. If only there were a CAPTCHA test for griefers…

    I’d call it CAPTROG (Completely Automated Public Test to Root Out Griefers)

    An old man is trying to pick up a heavy box of pictures and family heirlooms. You:

    A) Offer to help him.
    B) Ignore him.
    C) Beat him into a coma, scatter his belongings on the ground, steal everything of value, and torch everything else.

  39. @38: They’d probably find a way to get normal people to fill it in for them. πŸ˜›

    Like you can with CAPTCHA.

  40. Sasha Nurmi says:

    shut down SL for the hollyday, hehe.

    I aint pointing a finger if you guys just kick up your leggs up on the desk and pull a gun at the door, cant think of eanything less sad to miss your family, special in this times

  41. Eric Renneville says:

    Thanks for Letting us Know and have a happy holidays when we get there. Ignore the negative stuff, Some of us understand you are doing the best you can πŸ™‚

    …..just a little side note, just like to hear something about the login troubles that are happing for what it seems like some parts of the world now.

    Thanks Guys.

  42. richard says:

    #38 i pick c !!!!!!!

  43. Damien1 Thorne says:

    Ding, Ding, Ding. We have a winner!

  44. Sue Saintlouis says:

    Thank you for working on holidays! I hope that all you hard working LL employees will get some family time, yes, I mean irl (if anyone can remember what that is LOL!). Happy Thanksgiving, Merry Christmas, and Happy New Year to all! Best wishes to those who celebrate other holidays!

    While the grid has been very unstable, I also want to thank you for the blog posts with updates. I have noticed that things are reported and discussed much more these days, and I applaud the effort!

    Keep up the improvements! Many residents do notice :)!

  45. cutflower Oh says:

    Boy am I peeved

    relogged today just as I was about to teach an inworld class and couldn’t relog for over an hour – to any sim. There goes my cred and income simultaneously.

    2 hours later I cant login again

    Some explanation is due pronto explaining what has been going on over the last 5 days.

    Put windlight and voice to one side and deal with the basics please

  46. Grim says:

    I can’t log in now, and none of my clothes, items, or anything will load properly unless I log in again, which I can’t. I hope this is fixed soon.

  47. Dusty R. says:

    Omg, I wish LL would put in some new sims just plane old like sims are gettting old its getting to the point to quite…..

    Happy Holidays Anyways!

  48. Dusty R. says:

    Oh i forgot to add PUT NEW SIM SINTO THE TG NOW THE MG PLEASE!!!!!

  49. MsKatie says:

    lets hope that my support tickets get resolved before the beginning of the new year…lol does the support center even exsist?

  50. Vivienne says:

    Happy holiday!

    You deserve it. Nevertheless a really BAD week. Windlight server software related? Come on, give us a break and keep these new features on the beta grid before bugging down the entire main grid! It IS great, but it does not work properly on any midrange system, not to mention low end, yet. No need for a first look, cause this is obvious, anyway.

    Nevertheless, good luck with keeping the monster running.

  51. Alma says:

    Bah, humbug!!

  52. Nalin Nungesser says:

    It certainly won’t end on a high note if I can’t even get SL to start. πŸ˜‰

  53. HealthStar says:

    Stabilty is off the chart BAD, and getting worse daily if not hourly over the past 3 or 4 weeks. Can someone please address the issue just so we at least are aware that you know the grid is in HORRIBLE shape right now and are working on it. I have seen it bad before, but not quite this bad. It is difficult to get the work done I need to do. I do not need to list the issues here, as everyone already has, but maybe one more “yea me too” added to the pile will help you realize there is a MAJOR problem going on right now.

  54. johnny says:


  55. Hodgey Hogfather says:

    Sigh, yeah, me too.

  56. cutflower Oh says:

    relogged, updated, de-cached, cooled down

    nothing has changed for 8 hours

  57. Swiftly Streeter says:

    I had a small problem today, and Socrates Linden came in and helped me out. Sometimes they respond, sometimes not. It’s not a big deal, it’s a game. Get out in the real world and live if it bothers you so much!!
    or has been said in the real world, LONG before there was a “second life”
    GET A LIFE!!!!

  58. Vivienne says:

    “It’s not a big deal, it’s a game.”

    Residents Logged-In During Last 7 Days 467,787
    Residents Logged-In During Last 14 Days 654,064
    Residents Logged-In During Last 30 Days 1,039,060

    Linden Dollars
    Total L$ Supply (L$): 3,750,381,729
    Total Transaction Count 22,971,499

    US$ Spent Last 24h: 1,311,252


  59. Tegg B says:

    I hope some poor bugger doesn’t have to be in for Xmas day, just leave the grid turned on guys and if it crashes Xmas day it crashes, leave it crashed til boxing day, if people deserve one day a year worry free, Xmas would be it,
    Hell if we had no SL all day Xmas day? For gawds sake visit RL people, play other games, clean the house, do your tax. How would you all feel if you were made to work Xmas day , just incase?

  60. U M says:

    I can see it now a Linden say HOHOHOHO 2000 sims are down. And the Tech monkeys are on their christmas Banana break πŸ™‚

  61. Just thought the Lindens should know someone’s not having a bad time out here. Login fine, lag tolerable. As usual!!!

    ^_^ Happy Holidays from now to next year, y’all!

  62. sok kjeller says:

    I,m begging Linden to pleas lets this stop, to hurry up. im, becom a abstineser,..

  63. U M says:

    i am in but the lag is vintage 2004. Aree you lindens trying to make this a retwo party? shakeshead :/

  64. Dino Hallard says:

    Lindens have a great Christmas and a better New year.
    No matter what is said you have done a great job this year I only hope things get better over the next new one.

    I love SL!!

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