Resolved Gmail and Googlemail
Starting at 19:40 UTC, we are seeing an increased level of hard bounces from gmail and googlemail. This is a continuation of the issues Google are having with their gmail service. We have currently implemented a work around to stop the hard bounces suppressing the contacts within Engagement Cloud, however some customers may have seen a heightened amount of gmail suppressions from recent campaign sends. We are continuing to review options to un-suppress those that have inadvertently being suppressed by gmail responding with '550 user not found errors' and place them back into address books.
Resolved All Regions Transactional Emails not sending over TLS
Summary of impact: At approximately 01:05 UTC on 16th November 2020, customers’ experienced issues sending transactional emails using TLS, this was due to an expired SSL/TLS certificate. We restored services at 03:01 UTC on 16th November 2020. During this time, a subset of our customer's transactional emails were not being sent. Root Cause: This issue was due to an expired SSL/TLS certificate used by our SMTP service. The expiring certificate was replaced across our infrastructure, in advanced of the expiry date, with the exception of our SMTP service, which was configured via an alternate method. This deviation required a separate deploy of the SMTP services and was missing from our standard operating procedures relating to certificate renewal and therefore was subsequently missed. We apologise in for any inconvenience this may have caused. Mitigation: The timeline for resolving this issue was (timestamps in UTC): - Incident was reported at 01:15 - Issue was identified at 01:57 - A patch for the issue was built and released at 02:42 - After testing, incident was fully resolved at 03:01 Next Steps: In order to prevent this issue from re-occurring, we’re going to update our certificate management standard operating procedure to incorporate our SMTP service.
Resolved Support centre and tickets currently unavailable
We've discovered our support centre (support.dotdigital.com) and ticketing vendor Zendesk are currently experiencing issues right now. You can still chat to our superstar support team using our live chat support and telephone, but email support tickets are currently unavailable. Please click the help button in app for your local support telephone numbers and to use live chat. We’ll have another update for you soon, stay tuned.
Resolved We are investigating an issue with login to our platform in Europe region
Update to be provided soon.
Resolved Issue with slow imports in Europe
We are currently investigating the issue and will have more information about the issue shortly.
Resolved Dynamic Content and Personalisation - All Regions
We are currently investigating an issue with Dynamic Content and Personalisation when using Test Sends. All other sends are unaffected. Further updates will be provided in due course.
Resolved Issue with sends - all regions
All services are up except for sends which are currently paused wile this issue is being investigated.
Resolved Delayed sends in Asia Pacific region
Sends are currently paused whilst we investigate a network outage impacting our Asia Pacific R3 region.
Resolved Campaign Editor issue for campaigns with embedded videos - all regions
We are investigating an issue with campaigns with embedded videos showing as blank in the editor. A fix is being tested to be deployed soon. Further updates in due course.
Resolved Contact Imports Issue - all regions
We are currently looking into a problem affecting some customers which may see contact imports take longer than usual or be in a hung state. Further updates will be provided in due course.
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