Online Infrastructure Information

SYSTEM MIGRATION COMPLETE!

We have successfully moved the Objective Online solutions - uCreate and uEngage - and all customer data to a new, hosted infrastructure platform which is managed within a state-of-the-art data centre here in the UK. This will enable us to benefit from enhanced operational management of the hardware platform on which Objective Online resides.

The work began at 8pm on Friday 11^th November and was completed by 1pm on Saturday 12^th November (it may have taken up to another hour for the new links to propagate through the Internet). During this period any internal users or citizens trying to access the portal were presented with a temporary maintenance page. Customers were notified in an updated message placed in Online system dashboard.

Troubleshooting

In the unlikely event that you have trouble accessing the system please see the following information:

1. If you or your citizens try to load the uEngage consultation portal using a URL (Internet address) that contains your organisation name and ".gov.uk" a message appears saying that you have accessed the old site but will be redirected to the new site. This means that your I.T. Department has not completed the work detailed below but we are temporarily redirecting you the new site (see below). You can continue to use the link and the portal but the work must be completed at latest by Monday 28th November (work should be completed as soon as possible in order to avoid inconvenience or confusion for the public).

2. When trying to load uCreate (or the uEngage administration system) using a URL (Internet address) that contains your organisation name and ".gov.uk" the Internet browser does not load the login page (you may get a "site not found" message or a blank screen or be taken to a search engine page). This means that your I.T. Department has not completed the work detailed below. Until the work is complete you can however still access the administration system via an alternative URL, typically CUSTOMERNAME.objective.co.uk.

3. The first time you log-in or open the editor it takes longer than it normally does (but successfully completes). This is perfectly normal, the system is being downloaded to your computer and the next time you log-in will be much faster.

4. When trying to load the log-in screen or progress screen (prior to the  opening of the dashboard) the system just stops or errors. Your browser may be confused as it has stored an old version of the system in its memory. Please clear your browser's memory by going to your browsers "Internet Options", select "Clear Browser History"  then select "Temporary Internet Files" and hit OK. Restart the browser and try to load the system.

5. When trying to load the editor for the first time you wait but the editor does not finish loading even after a couple of minutes. This could be caused as you may have an older version of the editor stuck in your computers memory. Please clear the your browser's memory (see above) and then clear your computer's Java memory (go to your computers "Control Panel", select "Java", click the "Settings" button in the "Temporary Internet Files" area then press "Delete Files") before restarting your browser and accessing the system.

If you still have any issues please contact support at support@objective.co.uk or on 0845 389 7777.

Changes to your I.T. Configuration

Over the previous month we have contacted your organisation advising of the change, the benefits it will bring and any action that you had to take to ensure that the change does not adversely affect the use of your system by you or your citizens use of your engagement Portal.

This process has included:

• an email sent to your two main contacts on Wednesday 12th October;
• a notice on the Online system dashboard and a link to this information;
• a follow-up email and dashboard update; and
• many telephone conversations with business and I.T users.

We thank you for the co-operation we have received to ensure that the move does not disrupt you or your citizens.
However, a minority of  customers have not yet completed the required changes.

Engagement Portal Redirects

We have therefore tried to minimise any disruption by providing a temporary solution to automatically redirect citizens from the old portal site (where customers are using custom domain names for the portal - see below) to the new site. This will only be in place until Monday 28th November after this date all incorrectly configured links will fail. The "redirector" only applies to customer portals and does not affect administrator access or help with any issues with regard to firewall/proxy server settings (see below).

If work has not been competed, you must urgently contact your IT department to ensure they resolve any issues as any changes that may need to be made to your infrastructure cannot be performed by Objective.

Further Information For Your I.T. Department

We provided you with a letter customised depending on whether or nor you or your citizens access the system using a custom domain name. Copies of the emails are provided from the links below:

• Customers with no custom domain names i.e. You and your citizens use a web address (URL) ending in limehouse.co.uk or objective.co.uk; or
• Customers with custom domain names i.e. You and your citizens use a web address (URL) ending in .gov.uk ;

The e-mails provided a link to a downloadable PDF with further detailed instructions for you and your IT department and can be downloaded form here - Detailed Instructions. These instructions must be carried immediately.

If the work is not completed :

1. If you have a custom domain as the default address for you portal your citizens will not be able to follow links to access the engagement portal.
2. If your IT department has bypassed your firewall or proxy servers for the old system using an IP address then when we move your performance will not be optimal and you may have issues accessing the content editor.

Please contact support as detailed in the letter or if you have any other concerns.