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    Local Columns
    Tuesday, August 09, 2022

    The Day will persist despite new system glitches

    We understand how frustrated some of you were this week when you tried to reset your password to gain access to our website.

    The Day switched over to a new subscription management service on Wednesday, and some of you didn’t receive the email with the link you needed to reset your password. Our own password reset email went into a spam folder ― and then didn’t work right ― so we felt your pain.

    When you called to ask for help, or to complain, we did our best to assist. Your annoyance about being unable to access our content reminded us how passionate you are about The Day.

    We’re an important part of your lives, and we want it to stay that way.

    “We apologize to our readers for any disruption it caused in their lives,” said Timothy Dwyer, The Day’s publisher and president. “We experienced some unexpected challenges when we launched the new platform and the entire company is working feverishly to correct all of those.”

    Christopher Cleaveland, The Day’s director of Informational Technology, explained in an email what happened and what we’re doing about it.

    “For security reasons our new subscription management service requires that all users reset their passwords,” Cleaveland wrote. “Unfortunately, not all our users received an email with a link and instructions on how to do so, and in many cases those that did ran into a bug which understandably caused confusion when setting the new password and attempting to log-in to our site. We're working as quickly as we can to streamline the password reset process and decrease the amount of time it takes for users to receive a password reset link via email if they use the 'forgot password' link. We've found that it can take as long as 30 minutes for users to receive those emails, but will be working with a new provider to drastically decrease that delivery time.”

    Here in the newsroom, we were learning to use a new content management system while helping to resolve the website access issues. It’s been a challenging week, but journalists are persistent by nature.

    “As readers know, glitches are inevitable when making a change like this,” Executive Editor Timothy Cotter said. “That said, we hoped the disruption wouldn't be to this extent. Once we identified the issues, we've been working non-stop to resolve them and will continue to do so until all our subscribers have full access to the content they rely on."

    The website doesn’t look perfect yet, but we’re excited about our new content management system, because it allows us to more easily present stories, photos, videos and podcasts. That way we can focus more on producing the great content you expect from us.

    Karen Florin is The Day’s engagement editor. Reach her at k.florin@theday.com or (860) 701-4217.

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