Webware

Betting that the benefits of the move will outweigh the risks, Yahoo has released the source code underlying in-house software called Traffic Server that can speed up Web site operations.

The software works by moving some data and operations closer on the Internet to the people trying using those services. Yahoo released it as an "incubator" project under the auspices of the Apache Software Foundation, a seasoned organization for managing open-source projects and also the site that houses the Hadoop open-source project Yahoo favors for large-scale data-processing challenges.

Shelton Shugar, Yahoo's senior vice president of cloud computing, plans to announce the move at the Cloud Computing Expo in Santa Clara, Calif., on Tuesday in a keynote speech, but the software actually arrived at Apache last week.

Shelton Shugar, Yahoo's senior vice president of cloud computing

(Credit: Screenshot by Stephen Shankland/CNET)

"We've donated Traffic Server to Apache because we think it's a great piece of code, and we want to build a community around that in the same manner we built a community out of Hadoop," Shugar said in an interview.

Traffic Server is a battle-hardened package with more than 200,000 lines of C++ code. Yahoo originally got the software through its acquisition of Inktomi earlier this decade, and it's been using it ever since. Today, the software delivers 30 billion Web objects and 400 terabytes of data each day.

And Yahoo can rightly be proud of Traffic Server's performance: that comes from a surprisingly small number of Yahoo servers--between 100 and 150, said Chuck Neerdaels, vice president of data services at Yahoo. The software is set up particularly to run multiple tasks at the same time, a design well-suited to today's servers with multicore, multithreaded processors.

Source code is what humans write in a higher-level programming language; only after it's been translated into binary machine code can a computer actually run that program. When associated with an open-source project, this software is available for anyone to see, modify, and distribute, in contrast to the locked-down world of proprietary software such as Microsoft Windows. So in effect, Yahoo is allowing others not only to use Traffic Server for their own ends, but also to modify it--for example, by taking advantage of its ability at to accept plug-ins that can adapt it for different tasks.

Giving away the farm?
So isn't there a risk that Yahoo is giving away some pretty important technology that's central to its business? Plenty of start-ups today are trying to grow to Yahoo's scale, and many of them are competitors.

Some Yahoo rival might very well gain as a result, but on balance, the company thinks that it'll come out ahead. For one thing, Traffic Server in isolation is not as powerful as Traffic Server woven into Yahoo's computing fabric, the company argues.

"What we're giving up is a generic building block. What makes it really interesting at Yahoo is how we've connected it with other things to make a bigger service," Neerdaels said. As for Yahoo's major rivals: "We suspect our larger competitors already have some solution they're happy with."

Yahoo expects a number of benefits from broader development and use of Traffic Server.

"We think a lot of folks can benefit from this, and by raising the tide, we think we can benefit as well," Shugar said.

For one thing, making Traffic Server open-source software will mean that people will grow familiar in its use, making it easier for Yahoo to hire engineers who already are up to speed.

"By virtue of basing services on open-source software, we attract people who want to work on open source. They like it, and they like the idea of it. It's a skill they can take with them from one place to another," Shugar added.

For another, Yahoo can benefit from others adapting the software to a broader range of uses, he said.

Gaining influence among developers
There are intangible benefits, as well, when it comes to recognition among programmers, whose influence in some ways makes them the digital elite. Microsoft long ago learned that much of its power comes from developer allies, and Google is trying to put that lesson to good use as well by releasing many open-source projects--Google Chrome being one recent example.

Yahoo isn't in the business of selling technology to others in the manner of Amazon Web Services, Microsoft Azure, or Google App Engine. But having solid technology is essential to Yahoo. While it's willing to sell its search business and engineering skills to Microsoft, it still needs in-house expertise to power its many Web properties and to reduce its operating costs.

Here, Traffic Server is important. For example, one area where Yahoo uses Traffic Server was at Yahoo Sports for handling scores. A regular Web server sends out the Web page to a person's browser, but Traffic Server handles the JavaScript technology that periodically refreshes the contents of a scoreboard element on that page.

It's only a "trickle" of data, but at Yahoo's scale, that can be some pretty heavy work. "When they moved to using the Traffic Server front end, they shaved something like 200 machines off their back end because session management was more efficient," Neerdaels said.

Another part of Yahoo operations retrofitted with the software is Yahoo Mail, he said. Traffic Server can be used to process the cookie text files on a person's browser to figure out whether that person can be logged in automatically or the person needs to authenticate anew. It also can route traffic appropriately when, for example, a person who is "homed" to Yahoo's servers in India visits the site while in the United States.

Traffic Server also manages a lot of more nuts-and-bolts tasks. For example, it can cache Web data closer to browsers so the original Web servers that house the data aren't as overtaxed. And it can store a Web address stored in the Domain Name System to speed up network speeds.

What's it good for?
Some of these chores can be handled by existing software, such as Squid, which is already open source. But Yahoo is on a roll with its open-source work, as the company seeks to advance its internal cloud-computing infrastructure. Expect more to come.

"As various pieces of our cloud get to a point of maturity, we will open-source specific pieces," Shugar said. Future candidates include Yahoo's foundation for hosting its Web applications on a virtualized, more flexible foundation, and its Sherpa and Mobstor services for storing data.

Winning open-source allies can be difficult, and Neerdaels said it takes an engineer a good six months to fully comprehend all Traffic Server's code, so immediate gains beyond fostering goodwill are unlikely.

But in the long run, Yahoo's program could pay significant dividends. Building a series of significant open-source packages could lead to a Yahoo infrastructure that's high-power but more standard than custom-made.

It's not every day that large, significant software packages arrive on the Net in open-source form--much less a series of them that are increasingly relevant to a competitive market of large-scale Web sites.

In this case, Yahoo's gift may indeed become Yahoo's gain.

PALO ALTO, Calif.-- Facebook Chief Operating Officer Sheryl Sandberg admitted in a talk here on Thursday evening that the company's response to a database outage that knocked out approximately 150,000 user accounts was "too slow."

"It's a very small percentage of our users, but it's a lot of people," Sandberg said of the affected users. "We want them to be able to (access Facebook) every day. We resolved it in about a week and a half. I think that was too slow."

Numerous Facebook users began complaining early this month that they could not access the social network, instead receiving a notice that their accounts were "down for maintenance." Many of them claimed that repeated requests for information from Facebook went unanswered, and clamored for better customer service and communication.

The whole affair was "a little frustrating, but it ended," Sandberg said, and chalked it up to the social network's extremely rapid growth. It now has more than 300 million active users around the world.

"We are, I promise, doing our best to scale," she continued, reiterating that all data (except for some recent updates, a statement from Facebook said last week), "and our growth means we're sometimes a little bit behind."

Opera Unite was going to change the Web, according to the hype from the Norwegian browser maker. Despite only being available for a number of months in a beta separate from the main Opera build--and the Internet looking more or less like the same place in the aftermath--the release of Opera 10.10 beta for Windows, Mac, and Linux indicates that Unite is about to become a standard Opera feature.

File sharing from the first Opera Unite beta in June 2009.

(Credit: Screenshot by Seth Rosenblatt/CNET)

Unite is basically a peer-to-peer system designed through the browser, but its API allows users to create feature-rich apps using only HTML, CSS, and JavaScript. By default, Unite comes with six apps: photo sharing, an instant messenger based around My Opera, file sharing, a Web server, a media player, and "the fridge," a communal place to share short notes with friends. When Unite was released during the pre-Opera 10 beta testing period over the past summer, it was generally stable and didn't significantly impact Opera's performance. A free My Opera account is required to use the Unite features.

Users interested in creating Opera Unite apps can check out Opera's tutorials. If you've used Unite, or built an app for it, tell us about it in the comments below.

Thousands of Facebook users who have been unable to access their accounts for nearly a week and a half now are now seeing their profiles restored--but some data related to recent profile updates may have been lost.

What happened? According to Facebook, the replacement of profiles and login screens with a "down for maintenance" notice--which appears to have started on October 3--stemmed from "a technical issue with a single database." The company has stressed that there is no chance that it was due to hackers or other malicious activity.

Profiles should be restored over the course of the next day, the company estimates.

"Our engineering team has worked around the clock, and as of today, all of these users should begin to regain access to their Facebook accounts," Facebook spokeswoman Brandee Barker said reading from a statement. "We apologize for the inconvenience this may have caused and we are taking additional measures to uphold the reliability users come to expect from Facebook."

Less than 0.05 percent of Facebook's users have been affected by the outage, the company estimated. The social network's last head count, about a month ago, was 300 million active users, so that comes out to be a total of about 150,000 affected users. Not very many but enough to put some of them in a panic over not being able to access a primary mode of communication and (in some cases) business.

Profiles have not been lost or deleted, Facebook has continually said--even though the company has been otherwise tight-lipped about the maintenance issue until this point. When affected users' access is restored, however, some things may be different and very recent updates may be missing. According to a notice that Facebook is displaying to members who may have been affected:

You may not have been able to access your account over the last several days. We're sorry for this inconvenience; an extended technical issue affected a small number of Facebook accounts, including yours. We have done our best to restore your account to its most recent state, but some data and settings may not be current. In order to be cautious, we defaulted some of your privacy settings to their most restrictive settings. You may wish to review your privacy settings and reset them.

Facebook added that "some of (affected members') content may not be up to date: in other words, some minor data loss regarding recent updates to profiles. This, according to Facebook, may include photos that were recently added or deleted, recent updates to friends lists (additions and deletions), and "other content you've added, sent, received, or posted."

As for the company's relative silence about the matter until now, Barker explained in a phone call that the company wanted to nail down the specifics of the outage and figure out the situation, rather than provide details to users that could turn out to be inaccurate.

Many of the complaints pertaining to the outage alleged poor customer service on Facebook's part, and as a sort of olive branch, the company is encouraging feedback pertaining to the specific outage. The alert displayed to affected members whose accounts have been newly restored directs them to a form to report any further details or additional problems.

Whether Facebook will step it up a notch for future unexpected technical problems remains to be seen.

Something is really odd here.

As a reporter covering Facebook, I do get the occasional cranky complaints from members who, for one reason or another, are experiencing errors when they try to access their accounts. But it's never been anything like the past week, with a steady stream of e-mails continuing to come in from Facebook members who say they remain shut out of their accounts--despite assurance from Facebook that profiles have not been deleted and that the company is working on the problem.

"This is now seven days and counting," an e-mail sent on Saturday morning read. "It's beyond ridiculous and extremely frustrating."

"The experience completely reversed the Facebook opinion and experience for me," one reader complained. "I see many people bitch and complain, many more beg and a few threaten. To me, the route to take is fairly obvious. Mark Zuckerberg on his own page invites democratic input from Facebook users in one of his most recent videos. Given that statement especially, I find the way their user base is being treated with respect to their disabled account policy hypocritical at best."

"My account has now been held hostage for a week," another reader wrote. "Some of my friends think that I have deleted (my profile) or even blocked them...None of my friends or family can see my profile or even find it in search. It's as if I simply deleted my account or blocked all of them from seeing it without even a word."

Some users have started threads on Get Satisfaction and Yahoo Answers. A few others have pointed me to blogs and YouTube channels devoted to the subject.

The inaccessible accounts appear to be limited to a very small subset of Facebook's over 300 million active users, which means that it's not a large-scale issue for the health of the site. And Facebook is supported by neither subscription money or taxpayer dollars (though it wouldn't have advertising revenue without its users) so there's an argument to be made that users shouldn't be complaining about something they don't pay for. But that's an argument that many of the people who have come to rely on Facebook as a channel of communication simply don't buy.

Whether the string of complaints is warranted or not, Facebook hasn't disclosed exactly what's caused the "extended maintenance issue," and that's what I find puzzling.

There are some things that are nice to wake up to. The smell of bacon, for example. On Thursday morning, however, I woke up to something a little less pleasant: an in-box full of e-mails from Facebook members whose accounts are still inaccessible. Some were more or less on the verge of, well, panic.

Earlier this week, we wrote about Facebook's acknowledgment that some members could not access their accounts for several days, instead receiving a "down for maintenance" error. At the time, a Facebook representative explained that it was a "technical issue with one of our databases" and estimated that it would be resolved within 24 hours. It's unclear how many accounts have been affected.

But a resolution of the problem doesn't seem to have occurred, judging by the e-mails that were still showing up in my in-box well into Thursday morning. I sent another request to Facebook to find out more.

"We are continuing to work on the extended maintenance issue that is restricting some users from accessing their accounts," a statement e-mailed by a Facebook representative explained. "No accounts have been compromised during this process, and access will be restored as soon as possible. We apologize for any inconvenience."

Reader e-mails indicated quite a bit of frustration.

"I lost my job back in March and have been using this site as a networking tool," one reader's e-mail said. "It's frustrating that it's been down for so long."

Some were paranoid that their accounts had been deleted and all their contacts lost. And many of the e-mails cited unresponsiveness on Facebook's part despite multiple customer service complaints. Third-party customer service forum Get Satisfaction was filled with chatter about Facebook login and access problems, including at least one threat of a class-action lawsuit.

"Accounts are still down as of this Thursday morning," another e-mail read. "Facebook has been completely non responsive to its users. My account has been down with site maintenance issues since Saturday. I have sent over 20 requests to FB and joined help user groups looking for answers."

From yet another e-mail: "So far Facebook has been largely unresponsive to my emails, saying that this issue can't be reported as a security issue. It seems absurd to me that Facebook customers have no way to directly contact Facebook regarding problems."

With over 300 million active users around the world, we shouldn't expect Facebook to be able to respond to every inquiry it receives. And Facebook is a free product, so it arguably doesn't have a customer service obligation on par with your cable company or the Web site where you bought your last pair of shoes. But this is still a real problem for the social network, which has become so ingrained in culture and communication that for some people it's replaced the address book, the e-mail client, and the personal Web site. Many of the e-mails I received came from people who say that Facebook is their primary method of communication with far-flung family and friends. Others said it's crucial to how they do business.

Here's something else: Facebook doesn't offer a way for members to export their contact information into an address-book format, something that took center stage when blogger Robert Scoble had his Facebook account temporarily banned after testing a script that would export his contacts' information to Plaxo. Even now that Facebook has launched its Facebook Connect login product, there still is no easy way to access your contacts offline. The current account-access snafu indicates that this is a big void.

At the very least, Facebook could make some kind of mass message available explaining what exactly the problem is and reassuring people that inaccessible accounts have not been permanently deleted (assuming that's the case)--something easier to find and more detailed than the brief statement now posted to its company "fan page." On a more long-term level, this seems like a big red flag that Facebook needs to streamline its customer service operations somehow so that this sort of hysteria can be prevented.

A way to export basic contact information for offline access--phone numbers, e-mail addresses, instant-message screen names--wouldn't be bad either.

This post was updated at 10:41 a.m. PT with comment from Facebook.

Facebook acknowledged on Tuesday afternoon the presence of an internal glitch that left some members with their accounts inaccessible.

"We are currently experiencing a technical issue with one of our databases that is resulting in an extended period of maintenance for some users," a statement e-mailed to CNET News by Facebook spokeswoman Malorie Lucich read. "We are working on a fix now and hope to have this resolved in the next 24 hours."

The member complaints, according to reader e-mails sent to CNET News and comments posted to recent (unrelated) entries on Facebook's company blog, detail an issue in which accounts were rendered inaccessible and replaced by alerts that they were down for maintenance.

Some comments reached levels of borderline hysteria, along the lines of "My original page has been locked since 10/2/09 due to 'site maintenance'. I have contacted FB numerous times and done everything that I have been instructed to do on the site maintenance site...to no avail. PLEASE FB HELP ME."

The "down for maintenance" message is a notice that many of Facebook's 300-million-plus members have seen at one point or another, but in this instance it stuck around for as long as three days, leaving some affected users fearful their accounts had been deleted altogether.

With Facebook acknowledging the problem as a database issue, that likely rules out a malicious activity like the one this summer that saw parts of the site temporarily crippled by a denial-of-service attack.

No, it's not just you.

Facebook confirmed on Monday afternoon that there have been sitewide problems that saw log-in credentials turned down, status messages eaten up, and other various unpleasant occurrences over the course of the past few days. But the social network, which recently surpassed 300 million active users worldwide, hasn't yet disclosed the source of the problem.

"Some users are experiencing errors across a number of site features," a statement e-mailed to CNET News read. "This includes content occasionally disappearing, difficulty logging in or viewing profiles, and error messages when posting content. We are working to resolve these issues as soon as possible."

Outages at major social media sites have drawn particular attention since a massive distributed denial-of-service attack last month threw Facebook into flux and took down Twitter altogether.

Twitter recently changed its default user avatar--you know, the one that pops up if you haven't uploaded a picture of your own--to a cute little bird icon. Unfortunately, then the service got a little bit overzealous and started chomping up existing users' photos, replacing them with the defaults. Oops!

"Many people in my timeline suddenly have default user icons," Twitter engineer Alex Payne posted to his Twitter account on Thursday. "This is probably not intentional. I have inquired with colleagues."

By the time the end of the day rolled around on Friday, there were still plenty of missing user avatars.

"We're having an issue with disappearing user and background images," Twitter wrote on its status blog on Friday morning. "Those affected will have their custom images replaced by defaults. This is due to a caching error on our side which means that your images are not lost and have not been deleted. They are not displaying correctly and we are working to get them to load properly."

This is the second time that a disappearing-user-avatar incident has occurred on Twitter this year. Back in April, infrastructure problems resulted in many Twitter user icons temporarily disappearing--including CEO Evan Williams'. It's unclear whether the same or a similar error downed avatars this time around.