Known Issues with RED Calc Pro

August 11, 2021 –

The check box on the RED Calc Pro subscription checkout page for the web app was not working.

Thank you to David for informing us of this issue. We were able to repair the issue within a few hours.

Status: resolved

January 20, 2021 –

Subscribers to RED Calc Pro unable to log in to Pro web application

Tom was the first to let us know that on or just before January 20th, that after logging in to the My RED Account page on the www.REDcalc.com website, he was not able to get to the RED Cloud (server) where the RED Calc Pro software and databases are housed.

Status: resolved 
As of January 24th, 2021 the issue was fixed. After in-depth analysis, it was found that there was a problem with our authentication process. This is the process that verifies that a subscriber who logs in to www.REDcalc.com has permission to log in to RED Calc Pro on the RED Cloud. We are sorry for any inconvenience this downtime caused to any RED Calc Pro subscribers.

September 14 (Sat.), 2020 –

The RED website, www.redcalc.com, was offline for approximately two days

As a result, RED Calc Free and RED Calc Pro were down during this time. This problem occurred because the website was infected with malware. The website was cleaned of malicious software and is well protected from another attack.

Status: resolved

September 9, 2020, 10:02 AM, Eastern time

The RED Calc Pro server went down for almost exactly 24 hours. If you were already logged in, you were likely to be able to use the web app in off-line mode.

However, if you were not logged in, you were not able to use the RED Calc Pro app during this downtime.

There was a problem with the RED Calc Pro hosting service that caused this problem. We used this opportunity to deploy new versions of most of the RED Calc Pro tools that were ready for launch. In order to “see” a new tool version, you might need to go to the main menu in the top red banner of the RED Calc Pro web app and click “ Restart”.

Status: resolved

Known Issues with RED Calc Free

February 28, 2024 –

Free tools were not visible for approximately 12 hours

The RED Calc Free tools, which are displayed in iFrames on 26 different pages on the RED website would not display. All other features of the website worked properly.

Status
As of February 28, 2024, 7:00 PM ET resolved 

January 12, 2022 –

Free tools were not visible and the Free Tools/User Guide slide-out navigation menus disappeared 

The problem was first reported by a few users in Florida. It then began to spread to other users in various parts of the U.S. A difficulty for us at RED was that we were not experiencing the issue; all was working just fine for us. Also, the RED Calc Free tools worked for users on some browsers, but not on others. We were doing a lot of head-scratching!  After assembling a team of experts, we found the disappearing RED Calc Free tools were a result of the incompatibility of software on the RED website. Once we eliminated the software package culprit (WP Rocket), the RED Calc Free tools and the slide-out navigation menus worked again for all.

Status
As of January 29, 2022, resolved

January 1, 2022 –

Free tools were not visible for a short time and the Free tool slide-out navigation menus disappeared. Happy New Year!

Vanishing RED Calc Free tools: Three users reported the disappearance of the Free tools. This was an issue caused by automatic and manual updates of ancillary software packages that are part of the www.redcalc.com website. Once this was reported to us, we manually updated all the software packages, which fixed the issue.

Status
As of January 3, 2022, resolved

RED Calc Free slide-out menus disappeared: This issue was related to the one above but was more serious. The software package that provided the slide-out menus for the RED Calc Free tools is no longer supported by the developer, so as our primary web software was updated, this secondary software package no longer functioned properly. We found a new secondary software package for the slide-out menus and installed it. You will find the slide-out menus for the RED Calc Free tools and User Guides are slightly different than before, but they work very well.

Status
As of January 4, 2022, resolved.

July 19, 2021 –

RED Calc Free not working for some users, but seems to be working for most

A handful of users in various parts of the U.S. have contacted us about the failure of the RED Calc Free tools to load. There are also reports of the main menu malfunctioning and other issues. We are working on these problems. It has been a challenge to diagnose the problems because the RED website and RED Calc Free tools are displaying correctly for us. Of course, we will continue to search for solutions as quickly as possible. Some of the reported problems reported by fewer than ten users include:

  • RED Calc Free tools not displaying
  • RED logo in the upper left corner of page not displaying
  • Dropdown main menu items not working

Workaround
July 21 – Frank, a user in Pennsylvania, found that the RED Calc Free tools were not showing up when he was using the Chrome browser. When he switched to the Firefox or Edge browser, he found they worked. We don’t know if this is a solution that will work for everyone.
July 26 –  Rich, a user in North Dakota, was not able to access the RED Calc Free with Chrome or Edge. He was not able to get to the Free tools on his iPhone either. A colleague found the tools worked fine on his Android mobile phone. Another staff person in Rich’s office found that they could use the Free tools with her computer using the Edge browser. During the support-call conversation with the RED support staff, Rich found all the Free tools started working on his iPhone.

Status
As of July 20, unresolved, but. . .
This is a very perplexing problem for a number of reasons. First, the RED staff is not able to reproduce these problems, so we are not able to see any code errors. We know a number of our users are experiencing errors, but we don’t know the source of the errors. Second, it seems that the problems disappear over a few days for some users. Baffling!! So try refreshing your browser; restarting your computer; using a different browser, or using a different device. Please inform us of what you find so that we can pass it on to other users.

As of August 10 – The issue seems to have disappeared. We are not sure from whence it came or where it went. Users have stopped contacting us about this problem. This will remain one of the mysteries of the RED Internet. We official classify this issue as RESOLVED.

February 15, 2021 –

RED Calc Free Not Loading if Browser Set to Block Third-Party Cookies

Beth contacted us to state that the RED Calc Free tools were not loading for her; they were getting “stuck” while loading (see the screenshot below of the 62.2-2016 tool loading problem):
 

After some email discussion, Beth found that if in settings she selected “Allow all cookies” (she was using Chrome as a browser), the RED Calc Free tools loaded as they should. We were able to mimic this behavior for Chrome, Firefox, Opera, and Edge.

Workaround
If your RED Calc Free tools aren’t loading properly, change your browser settings to allow all cookies. We don’t like this behavior, but the workaround is fairly easy. We are currently looking into this problem for a solution.

Status
Resolved with a workaround as of February 18, 2021. We are working on a solution that doesn’t require this workaround.

Status Update March 1, 2021
We have restructured the www.REDcalc.com website so that a workaround is no longer needed for this issue. Blocking third-party cookies in your browser no longer prevents the loading of the RED Calc Free tools. However, if you “block all cookies” (not just third-party cookies), the RED Calc Free tools will get stuck when loading. This has to do with the manner in which they function.

September 22, 2020 –

RED Calc Free Use with Android Smartphone using Firefox Browser

Dan (same Dan as below) contacted us this week with a problem he was having using the RED Calc Free tools on the new RED website. Our Free tools were not fully loading using Firefox on his Galaxy S9 smartphone. He stated that up until a few months ago, the RED Calc Free tools were working fine on this phone using the Firefox browser. We are not sure yet what is causing this behavior (and why it began recently), but we will continue to look into it. See the screenshot below and the companion caption.

Samsung Galaxy S9 smartphone using Firefox browser. Notice the bottom of the RED Calc Free ASHRAE 62.2-2016 tool is not visible and therefore no data can be entered. Also, the tool appears to be squeezed from side to side.
 
Workaround
Dan started using the Samsung browser on his smartphone and all the RED Calc Free tools are working for him now.
 
Status
Resolved with a workaround
 

September 14 (Sat.), 2020 –

The RED website, www.redcalc.com, was offline for approximately two days (resolved)

As a result, RED Calc Free and RED Calc Pro were down during this time. This problem occurred because the website was infected with malware. The website was cleaned of the malicious software and is well protected from another attack.

Status
Resolved

November 18, 2019 –

RED Calc Free Use with Android/Chrome Devices

Dan contacted us this week with a problem he was having using the RED Calc Free tools on the new RED website. Our Free tools were not fully loading using Chrome on his Galaxy S9 smartphone. We have found the same issue using Chrome on a Nexus 5X smartphone (see screenshot, below). Other, presumably identical phones we have tested work just fine. We are not sure yet what is causing this behavior, but we will continue to look into it.
 
Workaround
We installed the browser Firefox on the Nexus 5X and the tools work fine. The RED Calc Free tools also work fine with Opera Mini, another browser.
 
Note: This issue is specific to RED Calc Free; RED Calc Pro works just fine on these Android devices using the Chrome browser.
 
Status
Resolved with a workaround
 
RED Calc Free tool not able to load on a smartphone using Android as an operating system and Chrome as a browser. Technicians at RED are analyzing the problem.
So2

Known Issues with www.redcalc.com

September 14 (Sat.), 2020 –

The RED website, www.redcalc.com, was offline for approximately two days

As a result, RED Calc Free and RED Calc Pro were down during this time. This problem occurred because the website was infected with malware. The website was cleaned of malicious software and is well protected from another attack.

Status: resolved