Keyword Difficulty Tool not working?

[Peke]

I just started using SEOMoz and I was running some searches with the Keyword Difficult Tool. It was going swell until about 10 hours ago when I begun getting this message:

"Uh oh... there was a temporary problem gathering Analysis data for your request. Sorry about that! We're actively looking into resolving these intermittent issues, but in the meantime, try submitting your request again in 20 minutes. Thank you!"

I gave it time to no avail. It has been about 10 hours since then and I can't KDT at all.

Am I doing something wrong or is it on the SEOMoz side? Everything else works just fine.

[KeriMorgret]

Hi Sam,

This is a different problem from what was reported in October. If you go to your PRO dashboard, there's a section for known issues, and there's a link to our post at https://seomoz.zendesk.com/entries/22457872-keyword-difficulty-and-rank-tracker-issues explaining the current status. We're also keeping people informed on the Help Hub home page, our Facebook page, and our Twitter stream. Feel free to send us an email at help@seomoz.org if there is anything more we could help answer.

[comtedescierges]

STILL NOT WORKING!

Given this is the only tool that I actually need SEOMoz for it would obviously be helpful for me and all your other clients if you could attend to all these comments and sort the tool out because as simply does not work.

[KeriMorgret]

Hi! We actually had an outage for about two hours this morning while we did some upgrades. Are you still having a problem now?

[rjlb]

And it's still having this problem three months after the original post. Come on - make your products work properly!

[KeriMorgret]

I'm not sure of the timing on the traffic numbers right now. Those you can get by going directly to Google Adwords, however. I'll keep this updated as I know more.

[NetStrategies]

It is now Sept. 24 and the tool is currently gathering data on the diff score, but not the traffic numbers. Any clue as to when the tool will be up and running in its complete form?

[Bludelta]

Please can someone fix the keyword tool? It is consistently experiencing usage problems.

[KeriMorgret]

Hi! The current outage is not related to the outage from July. We have had issues with this tool since Friday, and are working on it, and will be tweeting as we have more info. We're not happy about the issue either, and have been working on it since Friday, including on the long holiday weekend.

[Bludelta]

Still not working here

[bloodyuber]

still not working..

[lpcherry]

I have this same issue.  Is it something specific to trial users?

[daniel1943]

Your reply didn't help much as this still doesn't work !!!

[jennita]

Hey guys! Just another reminder that if you're having issues with the tools specifically please send us an email at help[at]seomoz.org.

Thanks!

[jennita]

Hi Adrian!

So sorry about the slow response today, we do try to be as absolutely responsive as possible even on the weekend. In the future if you ever have any issues with the tools please send us an email at help[at]seomoz.org. That is usually the quickest way to get in touch with us.

Q&A is a great place to get your general SEO and other inbound marketing questions answered, but may not get the quickest place for a support type of question.

We'll definitely keep everyone posted on what's happening with the Keyword Difficulty Tool.

Thanks!

Jen

[Peke]

Thank you Keri.

The hours of operation should indeed be a lot more clear. Even on the Help page it just says "we pick up the phone from 7 to 5". Customer service schedule and hours of operation are different.

The best would be if these details would show up in the error message itself. Something like "try again in 20 minutes BUT if you're working outside our hours of operation don't expect the problem to be fixed before 7 am the next day". This way I can go do other things rather than stubbornly retrying every 20 minutes.

[KeriMorgret]

Hi everyone!

We're sorry for the problems here, and we're looking into it now. We also discovered that our handy new Help Hub page does mention our help desk hours of 7am to 5pm Pacific Time, but we forgot to put that it's just Monday through Friday. We are often around on the weekends to respond to things, but not as fast as on a weekday, and we apologize. We'll also be updating the help hub real soon so our hours are more clear. Thanks for your patience!

Keri Morgret

[edited to make clear the hours are for the help desk]

[daniel1943]

Couldn't agree more. This will be huge factor when I decide if I want to subscribe or cancel once my trial runs out.

This is internet You can't afford to take weekend off - If you don't want to work on weekends outsource it.

[Peke]

... and 24 hours later still not working and still no reply from SEOMoz. I guess they're closed on weekends. So much for that first impression that counts ...

[daniel1943]

This is still not working.... and no response lol.

[sachin_nic]

I too have this problem. Unable to get keyword difficulty score.

[daniel1943]

I have the same problem