Apple CEO Steve Jobs orders frequent public MobileMe status updates

Apple’s “David G.” reported via Apple’s MobielMe Status Webpage on Friday:

Steve Jobs has asked me to write a posting every other day or so to let everyone know what’s happening with MobileMe, and I’m working directly with the MobileMe group to ensure that we keep you really up to date. In the 14 days since we launched, it’s been a rocky road and we know the pain some people have been suffering. Be assured people here are working 24-7 to improve matters, and we’re going to favor getting you new info hot off the presses even if we have to post corrections or further updates later.

One issue we encountered was a mail outage affecting 1% of our members. Last Friday a serious problem with one of our mail servers blocked those members’ access to their MobileMe mail accounts. As of today a team was able to restore limited web access to those accounts so the affected members can use their browsers to read mail that has arrived since last Friday (though not before) as well as send and receive new mail. The team has already begun rolling out restoration of full access for all the accounts and expect to finish by the end of next week. We particularly regret to report the loss in the affected accounts of approximately 10% of the messages received between July 16 and July 18.

The day we launched MobileMe, we had a lot more traffic to our servers than we anticipated, with the result that access to the web versions of the MobileMe applications — Mail, Contacts, Calendar, Gallery, iDisk — was temporarily unavailable. We’ve since added server capacity and tuned our software to scale better — i.e. behave more gracefully when traffic spikes. The team has also fixed over 70 bugs including one that was preventing MobileMe IMAP mail folders from syncing correctly between the web app and Mac OS X Mail or Outlook, plus others correcting display issues in Calendar and in general enhancing the performance of our web apps.

On Sunday, 8:15pm PDT, David G. reported:

As you know, restoring full email access to the remaining 1% of MobileMe users is our first priority. We turned on web access to their current email yesterday and the feedback has been cautiously positive. Since then, we’ve restored full email history (minus the approximately 10% of mail received between July 18 and July 22 which may have been lost) and the ability to access email from a Mac, PC and iPhone, to over 40% of these users, and expect the remainder to be restored in the next few days.

A note of clarification to these 1% of MobileMe users — all of the email you received between July 18 and July 22 was placed on our new server on July 23 and was stamped with that date as a result. If you need the actual date for particular messages you can take advantage of the ability to view long headers in MobileMe Mail (via Preferences) to peer into the log and find the actual mailing time and date.

We’ll report again on our progress in another post early this week.

Follow the status of MobileMe here: www.apple.com/mobileme/status/

[Thanks to MacDailyNews Readers “Sir Gill Bates” and “JadisOne” for the heads up.]

27 Comments

  1. Fix iCal desktop calendars, Apple. I’ve added events on me.com and in over a week of syncing and resetting sync and manually syncing, etc. I still don’t see these events on my Macs’ desktop iCals. Mysteriously, after syncing my iPod touch, the me.com-created events show up there, but not on the desktop. WTF?

  2. Still a mess. My contacts (address book) never come up. I just get the wheel of death…..sure I have over 700 contacts….but that’s not that much and it use to come up quickly in .Mac.com.

    The only reason my email now shows up….I switched from IMAP to POP and downloaded the 7000 messages….so now there’s nothing online. And it still takes a few seconds to come up.

  3. Looks like MM team leader was served up an ultimatum – “Keep the customers informed or lose your job and while your at it, FIX MOBILEME. The press is killing our reputation (and possible future sales).”

  4. Losing email messages is not acceptable. But I hope that’s 10% of the email for the 1% that had this problem. Since my service was (mostly) uninterrupted, I hope 10% of my email didn’t get lost.

  5. I too doubt that “1%” number, unless, of course, everyone I know are 1 percenter’s.

    Then again….

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    (and yes, LOSING mail is UNACCEPTABLE)

  6. Getting their act together.

    It was a rough start, but I have a good feeling about MobileMe. I just hope they open it up to more web-based applications, and bring back bookmarks and iCards.

    Only minor issues here, nothing lost.

  7. Yup, same deal as coolfactor for me too, couple of days offline, all back up and running now, working well too I might add.

    I really feel for the members having these problems, but hang in there – when it works, it’s awesome.

    I’ve had my mac address since it was iTools (and free!)

  8. My still not syncing. It’s not pushing it back to my MacBook Pro. It’s a pain.

    On a different note, I really thought that AT&T;changed its stripes concerning customer service. When I bought the first iPhone on the day it came out, I had no problems. Reps were very courteous, friendly, and eager to help. I went to my local AT&T;store yesterday in VA Beach. Boy, was there a big difference in service. There was no major line. Just three of us. I was third in line. When I finally was at the head of the line, I waited an additional 30 minutes. Another rep helped out another individual even though I indicated to him that I was in line first. He never came back to me even though he said he was coming back. So, I left the store. I don’t think I will be going to that one anymore.

  9. On the other hand, this is the Apple from the old days – Great ideas, great products, but on initial roll out, inadequate supply versus demand. In those days I could forgive it because Apple was working on a very tight budget (I guess), and probably couldn’t afford even the possibility of having surplus product laying around. Today however, I’d like to think that Apple could be much better prepared to provide this type of service. … it really should have been nothing less than flawless on roll out.

    I’m a Macintosh fanboy from way back (not always an Apple or SJ fan boy – but usually), and everybody I know and work with knows it – and when Apple pulls stuff like this it hurts all of us. My admonition to Apple this morning is STFD (Slow The F@!k Down). Things are going better for Apple and the entire desktop using community now than they have been since the general availability of personal computers began, and MS became the megalopoly that it is today.

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