[Resolved] Why customers were unable to access their dashboard - Friday, 28 May 2021 (updated at 15:15 pm BST)

Tuesday, 1 June 2021 17:30 PM BST

Sendible has always strived to be the most reliable platform in terms of uptime and we're sorry for the inconvenience that this outage - our first in over a year - has caused. This was due to a process not working as expected when a limit was reached.

Since the 28th of May, we identified the root cause of the problem and fixed it. We also improved our monitoring and will work on further safeguards to prevent similar issues in the future.

 

Friday, 28 May 2021 15:15 PM BST

We've been monitoring the update that we released earlier, and as we head into a long weekend, we are happy with the progress. We will be monitoring this over the weekend and will update this article if we need to.

 

Thank you for your patience while looking into this issue, and I will update you again next week with a full wrap-up.

Friday, 28 May 2021 10:30 AM BST

We've released a quick update to stabilise the dashboard. We will continue to update and monitor the dashboard until we can confirm that the issue has been resolved.

Posts would not have published to any social site during the outage, the Priority Inbox or Streams would not have pulled comments (or reporting data) into the dashboard. The delayed posts, comments, and data should be working as intended; however, please let us know if you have any questions. We will continue to update you throughout the day.

After confirming that the issue has been resolved, we will update you with a full update early next week.

 

Friday, 28 May 2021 06:34 AM BST

We're investigating an issue where customers are unable to log in to their dashboard. 

What is the issue?

From about 3:00 am BST, customers were unable to access their dashboard, and if you were using the dashboard at the time, you were logged out and unable to log back in. 

Next Steps:

Our development team has identified the issue and are working on getting this resolved as soon as possible. We will then investigate the cause of the issue and the impact this issue has caused on you and update you as soon as we can.

 

We are looking to update you as soon as we know more.

 

If you have any questions about this issue or concerns, please feel free to submit a ticket, and we will get back to you as soon as possible.

Have more questions? Submit a request