51 Sharpspring incidents · Juli 2023 — official updates, affected components, duration and resolution details.
Our team is aware of Secure Links not reach out to Support if you have any questions.
A fix has been implemented and we are monitoring it at this time. Please reach out to Support with any questions.
This incident has been resolved per the fix released earlier and after monitoring we are confirming its success.
Some customers may be experiencing automation delays today. We are already seeing successes of this resolving however please reach out to Support if you have any questions.
This behavior should be resolving and we will continue to monitor to ensure a smooth return.
The issue has been identified and a fix is being implemented.
*Adding note that this behavior is affecting Automations but overall App Performance, including page loading and login. Updated title to encompass all behaviors. We are continuing our research into this behavior and while we are seeing improved performance we are ensuring that our adjustments are improving all areas equally.
We have seen sustained improvements to the performance across the app and will continue to monitor. Automations are returning to normal. We will apply more updates as they become available.
We are seeing everything having returned to normal and the final automation events clear as of 11:20pm EST last night. Thank you for your patience.
Customers are currently reporting slowness and lag throughout the application. As of now, every area of the application remains accessible, but some areas are loading more slowly than others. Our team is aware of the reported slowness, and are working to improve performance to the app as soon as possible.
We are seeing improved responsiveness throughout the application. Our team is still monitoring results of our update. Currently, users should be able to navigate without slowness or system delays.
Our team has confirmed the slowness issues reported earlier have been resolved. We are closing out this incident. Please reach out to support if you continue to experience any issues with the application.
Some customers may see delays in their Importing. They will clear and re-importing is not necessary. Please reach out to support if you have any questions!
This incident has been resolved.
Our team has received several reports that MailSync is not working for users who have connected this integration to email addresses hosted with Microsoft365 and Outlook. So far, MailSync users who have connected via Google are not impacted. Our team is actively investigating these reports. We will continue to update the status page as we have additional updates.
Our team has identified the cause of the issue and is working to implement a solution as soon as possible. We will continue to share updates this page as they become available.
Our team has released an update to MailSync to fix the connection issues for Microsoft365 users. Currently, we have confirmed that Microsoft365 and Outlook users are able to successfully send SmartMail. Some users may continue to see errors or delays with emails syncing to the Life of the Lead for contacts until they disconnect and reconnect. If you see continue to receive errors with your MailSync connection, we recommend users disconnect and reconnect their Microsoft365 and Outlook accounts to MailSync following the instructions within our Knowledgebase. Please note that after disconnecting and reconnecting, it may take up to 24 hours (or more for larger inboxes) for emails to re-sync from a user's mail account to Life of the Lead. https://knowledgebase.constantcontact.com/lead-gen-crm/articles/KnowledgeBase/50310-Mail-Sync-Overview?lang=en_US#h_832068692271544711078541 If you continue to receive any MailSync errors after disconnecting and reconnecting MailSync with your Microsoft365 account, please contact Support.
Our team has resolved the Mail Sync connection issues affecting Microsoft 365 and Outlook users. Normal performance has been restored, and users can now successfully send SmartMail. Action Required for Syncing: While sending functionality is fully restored, some users may still experience delays or errors with emails syncing to the Life of the Lead. To correct this, please take the following steps: 1. Disconnect and Reconnect: Disconnect your Microsoft 365 or Outlook account from MailSync, and then reconnect it. Ensure IMAP and SMTP are enabled in your Microsoft account. 2. Allow Time to Sync: Please allow up to 24 hours (or more for larger inboxes) for your emails to fully re-sync from your mail account to the Life of the Lead. Follow the Guide: For step-by-step instructions on reconnecting, please refer to our Knowledge Base article: Enabling and Configuring Mail Sync for Microsoft Office 365 and Outlook https://knowledgebase.constantcontact.com/lead-gen-crm/articles/KnowledgeBase/50527-Enabling-and-Configuring-Mail-Sync-for-Microsoft-Office365-and-Outlook?lang=en_US If you continue to receive any Mail Sync errors after disconnecting and reconnecting your account, please reach out to our Support team for further technical assistance. We sincerely appreciate your patience while we worked to resolve this issue!
We are currently investigating the issue and will be following up here with an update as soon as we can.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results. Please reach out to support with any continuing behaviors.
We are continuing to see expected performance with the app. Thank you for your patience!
Our team has identified an issue causing users to be unable to access the platform. Users may be presented with an "Error: Server Error" message when attempting to log in or navigate in their account. Our team is aware of this issue and actively investigating. We will continue to post updates on the status of this incident to this page.
Our team has identified the root cause of the issue and restored login access for all customers. We are continuing to monitor system performance.
After further monitoring, our team has confirmed that app login remains available for all users. If you continue to experience any issues logging in, please reach out to customer support.
We are closely investigating the connection between our MFA provider and Lead Gen & CRM. Users may experience errors when attempting to use our software. We are working to get this resolved / monitoring the service for updates as quickly as we can.
Successful Logins have been identified and we are now monitoring the platform for further success to confirm a fix has been implemented.
We have received confirmation that this has been resolved and all functions are restored.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
On October 8th, at approximately 2 am EST, the platform experienced an unexpected system error causing significant downtime for some users. Our team immediately began responding to the alerts and restored full access to the platform before 4 am EST. If you have any questions about this incident, please reach out to Lead Gen & CRM Support.
Our team have identified an issue impacting some accounts that may cause general performance issues using several areas of the platform. Our team is aware of the root cause and working to restore full functionality for all users as quickly as possible. We will update this status page with more information as soon as it is available.
Our team have restored the application and are monitoring current performance. At this time, some users may still see slight delays loading certain pages, such as the contact manager or email editor. Our team will continue monitoring performance of the site. We will provide further updates to this status page.
Our team has continued monitoring the platform and confirmed that all systems are now operating normally. If you continue to experience any issues within the platform, please reach out to Support for assistance.
Report widgets from the Launchpad and Custom Reports are not loading for some customers. Our team is currently investigating the issue. We will provide further updates as they become available. Thank you for your patience.
Our team has implemented a fix to the Launchpad and Custom Report widget errors. If you continue to experience this, please contact Support.
We are currently investigating reports that some customers are experiencing issues with API timeouts. Reports indicate that some API calls, such as getLeads, are presenting timeout errors after running for over 30 seconds. Our team is aware of this issue and is actively working to restore full functionality to our Public API. We will provide further updates as they become available. Thank you for your patience.
Our team has implemented a fix to the timeout errors. If you continue to experience issues accessing the API, please contact Support.
We are currently investigating issues with accessing the application. We are working to resolve this as quickly as possible.
Out team has confirmed that the third-party providers causing issues accessing the application have been restored. We will continue to monitor site performance to ensure all areas of the application are fully accessible to all users.
Our team has continued monitoring the site and confirmed that all pages are accessible. If you continue to experience issues accessing the application please reach out to Support.
Several customers are reporting that they receive a "Server Error" when attempting to download a PDF version of an exported Email Report. Our team is currently investigating the cause of these server errors in reporting.
Our team is continuing to improve Email Report functionality when downloading PDF reports. Right now, users may continue to print a PDF of their email report by using Ctrl+P (or Cmd+P on Mac) when visiting the Email Performance page, and save the page as a PDF. You can also download a CSV copy of the report. If you have any questions about reporting, please refer to our knowledgebase or reach out to Support.
We are currently investigating reports that some customers are experiencing issues with forms. Reports indicate that forms on websites are showing errors, specifically 404 errors, for some customers. Our team is aware of this issue and is actively working to restore full functionality to forms. We will provide further updates as they become available. Thank you for your patience.
Our team has implemented a fix to address the issue where some customers were experiencing forms not loading correctly or showing 404 errors. We are currently monitoring the system to ensure the fix has fully restored functionality for all impacted customers. We appreciate your continued patience. If necessary, we will provide another update. If you continue to experience issues with your forms, please reach out to our support team.
Our team has confirmed that the fix implemented has successfully restored full functionality for all impacted customers. We have completed monitoring and verified that the system is operating normally. If you continue to experience issues with your forms, please contact our support team for further assistance. Thank you.
Our team has found that some customers are unable to log into their account. Some users may notice impact with contact manager, email editor, forms, or tracking. Our team is actively working to restore usage as quickly as possible.
Our team has released a fix to the system issues that were previously reported. We will closely monitor performance before moving this incident to Resolved.
We are continuing to monitor for any further issues.
Our team has been monitoring system performance and ensured that all systems are fully operational. This incident will be marked Resolved. If you continue to experience any issues with your account, please contact Support for further assistance.
Our team has received reports that some users are unable to log into the application. Our team is actively investigating these reports to restore login to the platform as quickly as possible. We will post further updates here as they become available.
Our team has released an update to the login flow to restore login access for all users. Our team will closely monitor login performance before moving this incident to Resolved. If you are still experiencing issues logging into the platform, please reach out to Support for further assistance.
This incident is resolved. If you are still experiencing issues logging into the platform, please reach out to Support for further assistance.
Our team has identified a log in error for some customers and is actively researching the behavior. We will continue to update here as we progress.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Our team has discovered that access to login to the application has gone down again for some customers. We are working to restore login and platform functionality as quickly as possible. We will post updates here as soon as they are available.
Our team has restored access to the application for all users. However, some users may see that certain areas of the product are difficult to access or missing information. For example, some users are not able to load existing Visual Workflows or open and edit emails. Please note that no data has been lost. Our team is still monitoring the platform as functions are restored, and will continue working to ensure all areas of the platform are fully accessible for all users.
Some areas of the product continue to be slow to load or unreachable by some customers. Our team is continuing to work on restoring full access and functionality to all users. We will post further updates as soon as they become available to this incident.
Our team has restored full functionality and access to the application for all accounts and users. We will continue to monitor our systems closely to ensure there are no further access issues with the platform.
Our team has been monitoring system performance throughout this evening and ensured that all systems are fully operational. This incident will be marked Resolved. If you continue to experience any issues with your account, please contact Support for further assistance.