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Other - Operational
At 11.42 we deployed a change to FLG which stopped the platform loading or resulted in very slow operation. This was spotted at 11.48 as we concluded our post-deployment checks and the change was quickly rolled back. Users were impacted until 11.53 when the application came back up. During this time FLG operation was very slow and on occasions users saw a blank white page. We're sorry for the disruption this issue may have caused you.
The cause of the issue on Friday has was identified and the process improved to prevent this happening again in the future.
We identified the cause of the issue as an erroneous deployment of a software component. This component has been restored to the correct version now. Any current users will need to refresh their browsers to reload. We will monitor the situation and investigate how and why this software component was updated.
We are continuing to investigate this issue. We will aim to update here within the next 30 mins.
There's currently an issue with accessing journeys & appointments which we are just investigating.
An additional IP address added to the affected email route that is not blocked by Yahoo has now completed its warm up process and is now the primary sending IP for the affected route. Our logs indicate that bulk email is no longer being prevented from delivering to Yahoo email servers on this route.
We are continuing to monitor as we are still seeing some email being delayed delivering to Yahoo mail servers.
Yahoo have responded to a third follow up request with exactly the same canned response. We are still seeing some email being delayed delivering to Yahoo email servers and a small number of failures.
Changing the status of this issue to 'Monitoring'
We are continuing to monitor the situation. While a lot of bulk emails are being delivered successfully to Yahoo, we are still seeing some continue to be delayed and fail. We are still awaiting a response from Yahoo support.
Our engineers have identified an issue with all bulk email being prevented from delivering to Yahoo email servers. This affects email addresses with the following domains: - yahoo.com - yahoo.co.uk - aol.com - rocketmail.com - sky.com Only our bulk email route is affected (emails sent from workflows and bulk actions). Transactional emails continue to have very good deliverability. We are in contact with Yahoo email support to try and resolve this issue and we have taken action to attempt to route around the problem. Bulk email is now being delivered to Yahoo, though some emails are significantly delayed and a small number are still failing. We will keep you updated with the situation.
The scheduled maintenance has been completed.
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Maintenance will begin as scheduled in 60 minutes.
We have been advised by our supplier to upgrade the service software of our Elasticsearch cluster. As this is a rolling upgrade we do not anticipate any service interruption during the maintenance window however there may be a slight delay in search indexing and/or reduced search performance during this time.
This maintenance did not go ahead as planned and will be rescheduled for a later date
Our engineers need to perform a software update that can not be performed in normal hours because it involves updating multiple components together. During this maintenance, user access to our appointments, journeys and voice features may be unavailable for a short period. All system / background processing for these features will continue to operate as normal.
Between 12.00 on Monday 1st November and 22.00 on Friday 5th November, a background verification issue resulted in some email replies, including dropbox replies, not being saved on leads and some email and SMS events not being recorded e.g. email bounce, email open, email unsubscribe, SMS click and SMS delivered. A number of hotfixes were applied during Friday 5th November across the platform to address each affected area with the last being deployed around 22.00. If you expected an email reply or an email or SMS event during this period which you have not received, you may have been affected and you may wish to follow up with those leads again. Whilst the problem has been fixed, the investigation into what caused the problem is still ongoing and being treated as a priority by the team. We are really sorry for the disruption this may cause you.
This incident has been resolved.
A fix has been implemented and we're monitoring the results. All links within emails should now work correctly.
The issue has been identified and a fix is being implemented.
We have received reports of email links not working and resulting in a message saying "Sorry, this link is invalid or may have expired" when clicked. We’re aware of the issue and are working on it. We will update you in the next hour with the latest information. We're sorry for the disruption to your day.
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