Hi,
@Tanmay - the incident number is "151026-000235", but please know that your team is already very on top of the matter (i.e. a dedicated Product Manager is assigned exclusively to the VID service, and I am receiving updates as a fix continues to be worked towards).
@RyoMatsumoto - you're right that it's an issue with the Visitor ID service. And yes, it's the "loadtimeout" that we've been adjusting. At first we started with smaller increments (i.e. 900ms and then 1500ms), and when none of the increases have worked, the most recent was to set it extremely high at 30000 ms (30 seconds) ...which we haven't attempted yet given that it's not a quick/easy process for us to update our AppMeasurement file.
If you're interested, Aaron Hadley (ahadley@adobe.com) may be able to help you enable some client testing they are doing in their efforts to work towards a fix. Here is a recent update:
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From a product update perspective, our engineering team just released a non-production version of the VisitorAPI code that adds functionality to track timeouts specifically. We are in process of having a number of customers deploy this version in order to collect better information on the timeout behavior. These results will influence the eventual fix for the issue.
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I believe the timeout increase to 30000 is only recommended in conjunction with using the new code. Here are the instructions we had received:
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1 Set Timeout to 30000 milliseconds (30 seconds).
2 Enable the flag to capture instrumentation metrics (this can be disabled after 24 hours if desired).
In code, they would add:
takeTimeoutMetrics: true,
loadTimeout: 30000
To:
var visitor = Visitor.getInstance(
Some customers have tested at 30000 ms over 24-48 hours and then reverted back to previous timeout settings. I’m not sure if that type of approach would work with your release processes or not.
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I suggest reaching out to Aaron if you'd like to inquire further about this. Hope this help.
Jason
