508-defect-1 ❗ Launchblocker [Bug] Veteran reporting that letter address confirmation link is freezing & the “Loading your letters…” function is broken

lalexanderson-dsva commented 3 years ago

What happened?

Veteran reported to 508 office that debt letter address confirmation link is freezing & the “Loading your letters…” function is broken.

Specs:

Device: PC, Win 10
Browser: Chrome
Test User (if applicable): Actual Veteran. Validated by 508 office. Contact (O) 801-924-2156 Linsey.DeLisle@va.gov

Steps to Reproduce

URL: https://www.va.gov/records/download-va-letters/letters/confirm-address

I did try this link on the VA network and was successful however when 508 team tried it on personal computer (Chrome/Win10) when I went to the log into with ID.me the signing in to ID.me just kept loading and loading and never let me in.

Test User (if applicable):

Desired behavior

Describe in detail what was supposed to happen; reference existing Github issue that contains a solution if possible

Acceptance Criteria

[ ] Describe the desired working behavior User is able to successfully log in and validate address.

How to configure this issue

[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to Epic (what body of work is this a part of? possibly Ongoing Maintenance)
[ ] Labeled with Team (product support, analytics-insights, operations, triage, tools-improvements)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Bug

johnhashva commented 3 years ago

Adding this info from @Samara-Strauss for important context:

I’m not sure if this is the issue, but sometimes this feature breaks if a veteran has multiple identities and we can’t verify them from MPI. This causes our systems to be unable to validate the veteran’s identity, which makes it so our systems aren’t sure if they should be allowed to access letters and other features.

What the veteran should do

First, we need to verify that this is the problem. If the veteran goes to their VA.gov profile (logged in, they should see their name in the upper right corner of the site — the profile is accessible from there) and they can see their address and update it from there, then they do not have the identity issue I mentioned above. That would mean there is a broader issue with the letters tool that needs to be addressed.

If this appears to be an identity issue

If the veteran goes to the profile and can not see their address (they’ll get a message we are having trouble updating their profile), then they likely have multiple identities that need to get resolved before they’ll properly be able to use VA.gov. This has nothing to do with anything the veteran did wrong and is an issue on the VA side, but unfortunately, the onus is on the veteran to alert the VA to get this resolved. These are the directions I have at this point in time:

This may be related to their MyHealtheVet information

They can call 877-327-0022 Monday - Friday, 8:00 a.m.- 8:00 p.m. ET. They should tell the representative that they tried to sign in to VA.gov, but they’re having trouble because we have more than one ID for them. They should ask if the person on the phone can look into whether they have more than one MyHealtheVet account or more than one ICN. If they do, this needs to be resolved so VA.gov isn’t confused about who they are.

This may be related to Department of Defense (DoD) information

If the MyHealtheVet folks don’t see any duplicate IDs, this might be a problem with the VA having more than one DoD ID for them. You can fill out this form and say they think they have multiple IDs associated with their identity.

Hope this is helpful, and sorry to hear about the problem.

johnhashva commented 3 years ago

Update: the BAM 1 team -- which is responsible for functionality associated with downloading debt letters -- is investigating this issue. (Slack thread)

Mottie commented 3 years ago

It's just "letters" (BaM1), not "debt letters" (BaM2)

jenstrickland commented 3 years ago

Verified with @1Copenut that this is a 508-defect-1 issue rather than a 508-defect-0, as it’s breaking the Veteran’s ability to do a thing, but doesn’t appear to be a life, limb, or immediate well-being at stake based on the description.

Mottie commented 3 years ago

johnhashva commented 3 years ago

Ticket being worked by BAM teams is here: https://github.com/department-of-veterans-affairs/vets-website/pull/14596/

bradl3yC commented 3 years ago

@johnhashva @mattpointzxer0 @leahkeeler This is resolved but not sure if there needs to be any follow up. I have basically re-used the noAddressBanner to inform the veteran that they need to update their address as opposed to showing the endless spinner.

johnhashva commented 3 years ago

@bradl3yC thanks for this. How can I verify the fix -- e.g. do you have U/P info you can point me to run a quick validation test? (@jenstrickland -- in case you can help test this "mitigation" step)

bradl3yC commented 3 years ago

@johnhashva I had to modify the code to reproduce this because it was not happening in local - I am not sure which user can repro this in staging. @camerontesterman do you have any insights?

leahkeeler commented 2 years ago

I am 99.99% sure this has been fixed - one of my devs worked on it. Try to replicate, but likely should be closed

department-of-veterans-affairs / va.gov-team