Where are my credits?

Jason ID: 2082 Posts: 5
08 Jun 2012 07:42 PM

According to the desktop software, I should have a higher amount but the website does not reflect this. Why does it take so long for points to be counted?

Mark McA ID: 179 Posts: 224
08 Jun 2012 07:48 PM

Validation. Each PC's work must be error-checked, which usually means comparing it with other PCs that were given the same task. This also prevents cheating.

It's processed in batches, so can take a couple of days to show up. Points are never lost though, just delayed. The system remembers everything.

Jason ID: 2082 Posts: 5
09 Jun 2012 12:10 PM

Still takes too long.

Russ_64 ID: 2417 Posts: 3
15 Jun 2012 11:31 AM

We hit 100% today, great!  My points "this period" has gone to zero, however I also have zero my Entries screen. How long does it take to update the entries page?

tasha shugar ID: 2747 Posts: 1
15 Jun 2012 01:15 PM

i am having the same problem i should have over 7000 points, but it is saying none for this jackpot. have i done something wrong?



Jason ID: 2082 Posts: 5
15 Jun 2012 01:59 PM

Same here. Have I been running charity engine for nothing?

Matt Catterall ID: 2641 Posts: 5
15 Jun 2012 03:16 PM

same here


Mark McA ID: 179 Posts: 224
15 Jun 2012 05:17 PM

Sounds like the system updating as we collect the stats for the List of Entries, give it another 48 hours. Point earned are never lost, only the reporting of them can be delayed.

Jonathan Brier ID: 159 Posts: 112
15 Jun 2012 05:25 PM

Hi @Russ_64, @tasha shugar, @Jason, @Matt Catterall,

Hmm... you all are reporting not seeing your points "this period"? Referring to the page: http://www.charityengine.com/account/jackpot  ?

If you see points in the installed program you have been generating points and they are being tracked.  It is likly as Mark said the system updating.  We'll keep an eye on it and look into a clearer way to communicate update delays.  Mark is spot on with credits are not lost they might not be delayed.

If its still not working in 48 hours let us know.

Tristan Olive ID: 22 Posts: 384
15 Jun 2012 06:32 PM

I verified that all four of you are in the drawing. At this point, you should be seeing points if you take a look at your Entry Numbers page. The system just hadn't yet processed all of the data earlier today, and if this is your first drawing, you'll see a zero on that page until it does.

Good luck in the drawing!

Tristan Olive ID: 22 Posts: 384
15 Jun 2012 06:41 PM

(to be clear, you'll see a zero on the Entry Numbers page until the jackpot has reached 100% and relevant end-of-period processing has taken place -- this is different than normal daily processing)

Jason ID: 2082 Posts: 5
16 Jun 2012 02:14 AM

When does the draw take place?

Mark McA ID: 179 Posts: 224
16 Jun 2012 02:19 AM

We will announce that when the List of Entries is deemed final. (It will definitely be this week.)

Russ_64 ID: 2417 Posts: 3
16 Jun 2012 10:40 AM

Thanks for the reply, I guess I caught the system in the update window yesterday.

I now have another suggestion - today (day after current draw period closed) My Stats is showing the "frozen" total from yesterday and has not reset to count new work completed. My suggestion would be to reset to zero (as it did yesterday before going back to total for this jackpot) and have another line at the bottom above Total since joining, to show Total current/last jackpot.

Davide Mauri ID: 135 Posts: 2
18 Jun 2012 10:24 AM

for me "entry number" is still N/A :(

Davide Mauri ID: 135 Posts: 2
19 Jun 2012 06:57 AM

ok now :)

Tristan Olive ID: 22 Posts: 384
19 Jun 2012 02:12 PM

Good to hear, Davide -- thanks for reporting.

vm1990 ID: 2547 Posts: 16
22 Jun 2012 11:05 PM

i think mines all broken, Jackpot ID: n/a (been like that since atleast last saturday)

not earning any points and the graph is still stuck at 100%...... But the bar graph is updating

Paula Sandusky ID: 1809 Posts: 4
24 Jun 2012 06:20 PM

The bar graph, point total, and thermometer here haven't updated for over a week. 

Mark McA ID: 179 Posts: 224
24 Jun 2012 11:27 PM

Bar graph should update, sound like a possible problem.

Thermometer is normal. We keep it at 100% until the prize winner is confirmed and added to the website. This is in case they turn out to be ineligible for the prize, as another draw would then take place immediately.

It's still counting in the background, don't worry about that. When it resets it will probably already be in double figures.

Jonathan Brier ID: 159 Posts: 112
25 Jun 2012 02:56 AM

Also you can try and force a refresh for the bar graph and point total by logging out of the website and logging back in.   Sometimes this fixes the updating of the numbers in your browser.  It was something some were experiencing a while back.

Alex ID: 2577 Posts: 3
07 Jul 2012 07:45 PM

I think you need to give the points reporting aspect of this project a real overhaul. It is incredibly slow to update and is, as far as I can see, showing incorrect data.

My report currently shows 61k points this round and a total of 61k since joining. What happened to the 41k points I earned last round?

I understand the need to verify results but my totals haven't changed for days.

It is frustrating not to get an accurate idea of the effort my machines are putting in.

Christian Pietzsch ID: 3064 Posts: 1
08 Jul 2012 06:21 PM

Charity Engine is running for several weeks now, but I don't get points.

At the beginning I got 12 points...after that i didn't get any.


I hope there is a solution to my problem. 

greetings Christian

andrew.m ID: 3139 Posts: 5
09 Jul 2012 03:49 PM

I'm kind of in the same position as Alex and Christian, I'm beginning to think maybe this account manager while good in its ideals, is not yet quite ready for public use regardless of the beta tag.

Because you're accepting signups from the general population and inviting them to do so, we have expectations on the level of Gmail when it was in beta. Changes expected but functionally operational overall.

Tristan Olive ID: 22 Posts: 384
09 Jul 2012 04:21 PM

Sorry to hear about the trouble, guys. Statistics are updated on a daily basis, so the system in principle should not be any slower than that. However, we have identified a problem with an update process where statistics are not being updated for some users (note that this is only a reporting issue and that no efforts are being lost). 

Once the snag is removed, stats will be up to date for everyone and will again be reflecting daily progress.

andrew.m ID: 3139 Posts: 5
09 Jul 2012 04:24 PM


Do you have an ETA on that being completed? Even if a rough ETA it could help us relax a bit more, right now I'm pretty chill but I could see others affected worse being a bit more, erm... energetic.

Tristan Olive ID: 22 Posts: 384
09 Jul 2012 05:03 PM

Andrew-- I appreciate your patience. Because the issue deals with very large datasets that take hours to process, it could be a few days before we can be sure everything is back in line and updating regularly.

Since you guys have confirmed cases of the problem, no doubt you'll be the primary test cases we'll watch to verify that it's working again. If it's a simple fix, that could mean your stats are back as early as tonight or tomorrow, but we'll see.

Christos Kalantzis ID: 667 Posts: 1
10 Jul 2012 05:02 PM

Not to be a pain or anything, but I have been running the engine for almos 2 weeks as well and haven't seen an update on my account.  Feel free to use my account as well for investigation.

Russ_64 ID: 2417 Posts: 3
10 Jul 2012 07:09 PM

Same here - shortly after the last Jackpot closed I stopped getting any new credits. Last Jackpot draw I was at 114k and went up to 127k then nothing for past few weeks since the draw. Progress is already at 34%........

It would be nice if we could see more than just the current total. Maybe last 10 days points per machine and history of points for each jackpot period.

Dan ID: 695 Posts: 1
11 Jul 2012 03:11 PM

Me also. I have been using it for weeks and my points are still at 0 and my work ratio is also at 0%. It's discouraging. :(

Tristan Olive ID: 22 Posts: 384
11 Jul 2012 06:27 PM

We are getting closer, so thanks for continued patience on this. I want to reiterate that points are not really zero or flat lining, there is just an issue with the aggregation process that takes the raw data and adds it up for everyone. No efforts are being lost, so please don't be too discouraged.

Oren K ID: 3186 Posts: 2
12 Jul 2012 03:54 PM

Just as another voice, I registered yesterday and have completed nearly 1000 tasks and the website still shows me sitting on 0.  Hope this gets resolved soon, thanks.

Mark McA ID: 179 Posts: 224
12 Jul 2012 04:47 PM

Hi Oren, it takes 24-48 hours to validate work units. (Each PC's work is compared with another PC doing the exact same task, so we can check for errors.)

Guys, please be reassurred that every single piece of completed work is logged. Even if your account isn't visibly updating (and we know some aren't), all your entries will be present and correct in the next prize draw.

"Units of work done" is the most important data we have, because that's how we bill the grid's customers. We have a complete record of it going all the way back to Day One.

Thanks for your patience, too. We're still very much a start-up, with only a handful of staff, so everything takes a little longer than it would at, say, Google. 

You know how ducks look like they glide across a pond without effort, but under the water they're paddling like crazy...? That's us...!

Tristan Olive ID: 22 Posts: 384
15 Jul 2012 01:08 AM

The new hardware and DNS changes are in place and it looks like everyone's stats are back-- please report if you still see anything out of place.

Oren K ID: 3186 Posts: 2
15 Jul 2012 06:42 AM

Things look good on my end, sorry I jumped the gun :-).  Keep up the good work!

Alex ID: 2577 Posts: 3
15 Jul 2012 06:47 AM

I can confirm that my stats have now updated. I will keep an eye on them.


Thanks very much for getting this sorted.

Graham ID: 2422 Posts: 27
15 Jul 2012 11:05 AM

Excellent work,  I appreciate that as an organisation your main task is to get the work in, distributed, returned and counted.  I would rather funds reach the charities than be spent on too many bells and whistles for the interfaces.   Feedback is important and an incentive for users but it should not override the main goal.

andrew.m ID: 3139 Posts: 5
15 Jul 2012 03:29 PM


Thanks for the fix, looks good my way thus far.

Tristan Olive ID: 22 Posts: 384
15 Jul 2012 07:02 PM

Good to hear, thanks for the updates, everyone.

Alex ID: 2577 Posts: 3
17 Jul 2012 07:31 PM

I have noticed one small discrepancy. I have only contributed to two rounds: this round and the last round. In the last round I accumulated 45,445 points. My stats currently show I have accumulated 106,375 points in this round but my total points since joining shows 154,360.

That's a discrepancy of 2540. That figure has stayed the same over the last few days even though the figures for this round and my overall total have been changing.