Messages/MXR: Message Scheduling Interruption (Excluding US West and US Central)

This incident has been resolved. If you observe any future issues, please contact Finalsite Support.

Our engineering team has identified the cause of the error that is preventing users from scheduling and sending messages.  A fix for this issue is scheduled for deployment early next week.

Until the fix is live, the "Unable to Schedule" error remains a possibility for all regions except US West and US Central. If you need to send an urgent message before early next week, please continue to use the following workaround:

1. Capture Image URLs: Copy the resource URL for each image currently in your message.

2. Download Images: Open the URLs in a new browser tab, right-click, and "Save Image As" to your desktop.

3. Clean the Message: In your message editor, remove the current images and the entire row they were housed in one image and row at a time.

4. Rebuild & Upload: Re-add the row(s) and the Image Element. Drag and drop the saved images from your computer into the message.

5. Finalize: Click Update, proceed to Message Details, and attempt to Schedule Send.

We understand this adds additional manual effort to your workflow and appreciate your continued patience.  We will provide a final update once the fix has been successfully implemented.

We are currently investigating an issue that is preventing users from scheduling messages. Affected users receive an error message stating: "Unfortunately, we are currently unable to schedule this message. Please contact our Support Department for assistance with this issue."

This is being caused by a timeout within our automated content security scanner. The tool is currently failing to complete its safety scan for certain messages, preventing the message from being scheduled. This issue is impacting all clients except those in the US West region.

Workaround: Our team has identified that re-uploading image assets directly into the message can bypass the timeout. If you need to send an urgent message, please follow these steps:

1. Capture Image URLs: Copy the resource URL for each image currently in your message.

2. Download Images: Open the URLs in a new browser tab, right-click, and "Save Image As" to your desktop.

3. Clean the Message: In your message editor, remove the current images and the entire row they were housed in one image and row at a time.

4. Rebuild & Upload: Re-add the row(s) and the Image Element. Drag and drop the saved images from your computer into the message.

5. Finalize: Click Update, proceed to Message Details, and attempt to Schedule Send.

We apologize for this significant inconvenience. Our engineering team is currently working to restore normal service.