Can't write to my children

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  • Updated 1 year ago
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Archived and Closed

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I wanted to send messages to my sponsored girls but unfortunately it hasn't been working for me for a few days. I get an error everytime I try (on both the "write my child" page or "my sponsorships" page). Does anybody else have this problem?
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Petra

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Posted 1 year ago

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Monica La Manna

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Hi Petra. I  have the same problem from 3 days. I tryed to write to Compassion and they answered me that the server was busy and I had to try again later, but nothing happened in the following days. I tryed to connect with my cellphone and in this case I could see the page. I wrote a second time to Compassion to ask resolve the problem but I didn't receive any reply.
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Petra

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Thank you, Monica for answering. I see that I am not the only one who has this problem. On Friday I got a letter from one of my girls. I could read the letter on my phone but after that couldn't enter the site again. When I click on "switch to full site" on my phone I get the error message as well. 
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Christina, Employee

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Petra and Monica, I am so sorry to hear that both of you have been experiencing an issue with the online letter writing tool. Monica, I sincerely apologize that we have not responded to your email yet; we are still responding to emails from over the weekend. What internet browser are you both using? Is your internet browser up to date? We do recommend using Google Chrome, so if you are not already using Google Chrome, will you please test this issue in that browser?  Also, will you both please log out of your My Account, clear the browser history, cookies, and cache, and then log back into your My Account? Please let me know if this issue persists after completing these steps. Thank you! 
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Monica La Manna

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Dear Christina, thank you for your reply. I just use Google Chrome like browers, but I tryed also with Mozilla, Explorer and edge. With all browers the results is the same, an error page. I just tryed to clean cache, cookies and browser history but nothing. Please note that I tryed with 6 different computers and in any of them I can't reach the page

This is the error that appear:
 
Runtime ErrorDescription: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine. 

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

<pre><!-- Web.Config Configuration File --> <configuration> <system.web> <customErrors mode="Off"/> </system.web> </configuration></pre>
Notes: The current error page you are seeing can be replaced by a custom error page by modifying the "defaultRedirect" attribute of the application's <customErrors> configuration tag to point to a custom error page URL.

<pre><!-- Web.Config Configuration File --> <configuration> <system.web> <customErrors mode="RemoteOnly" defaultRedirect="mycustompage.htm"/> </system.web> </configuration></pre>
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Petra

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Dear Christina and Monica, thank you for your replies. 
I did try again with Google Chrome, cleared my history, cookies and cache but get the error message (as Monica mentioned). When I log into my account with my phone I can see the site "write to my children" but as soon as I switch to "view full site" I get this error.
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Shannon Massey, Employee

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Hi ladies! 
Thank you for both for the extra information. I am so sorry you are still unable to access your account to write your kiddos! I spoke with our tech support team and they did let me know that they have already been in touch with our web team and they are working to resolve this. In the meantime, I am told there is a possibility that you may get this error if your settings for your browser are not set to English. If you wouldn't mind checking for us, on your browser, go to settings, (In Chrome it is in the top right corner under the 3 little dots.) From here, select settings, then advanced settings, and verify language is set to English. Thank you guys! :)
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Monica La Manna

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Dear Shannon, I live in Italy so my Chrome is setting first for the Italian language and in second time in English, so both of them. I don' think that this is the problem because I'm a sponsor from 3 or 4 years, I always wrote to my children online. also I wrote then for the last time last July and the page was okay. Only from last August I couldn't reach the page anymore.  
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Monica La Manna

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Shannon, I tryed what you asked, so I set up chrome on my home computer in English language but the error page is the same, so the problem isn't the language
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Shannon Massey, Employee

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Thank you for the extra bit of information and for trying this out! I will pass this feedback on to out IT team! :) 
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Petra

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Dear Shannon, just to give you a little update: I also changed my settings and the language now is English. It still doesn't work for me though. 
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Susan, Sponsor and Donor Relations, Social Media

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Petra, I am so sorry it hasn't been working. Are you still having this problem with the Write My Child section?
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Petra

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Hi Susan! Thank you very much for your message. It is working now, I am able to write letters to all my kids through my account. Thanks again, Petra

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