My Emma outage history

We're currently investigating reports of response data not loading in the application. We'll continue to follow up here with updates.

Our teams have been able to identify the issue and will be working throughout the day to remediate the issue.

Our teams have begun the process of restoring missing Response data in affected accounts. During this time, accounts may see data intermittently populate and resolve. We will continue providing updates to that process as we are able to.

All Response data has been restored. If needed, users can clear cache and cookies and restart their browsers to see any lagging updates. The incident is now resolved.

We are seeing intermittent loading errors for our Emma Chatbot on our Support Hub. This is also affecting case submissions from reaching our team at this time. If you need to reach support immediately, please call our team. We will provide updates as soon as possible.

The issue has been identified and a fix implemented. We will continue to monitor our Emma Chatbot before providing further updates.

Services to our chatbot are being restored, and we will continue to monitor the results.

The incident has been resolved

We've received reports of campaign deliveries being delayed. Our teams are investigating the issue and we'll post updates as we have them.

Investigations into this issue are ongoing.

As our teams continue to investigate, we've confirmed these delays are also affecting delivery of OTV (one time verification) login codes.

Our teams were able to pinpoint the issue and have begun rolling out a fix. We are beginning to see mailings deliver. Stay tuned for additional updates.

We are seeing the last batch of delayed mailings beginning to catch up and deliver from our systems. We will continue to monitor traffic and provide an update when the incident is fully resolved.

This incident is now resolved, and all delayed mailings have caught up and are being delivered.

Emma Support will be unavailable via phone for the remainder of this evening, Monday April 27th. If you need to get in touch with us please submit a case online via the "Get Support" button on our Support Hub .

This has been resolved.

We are currently experiencing a disruption with SMS access, editing, and sending. Our Engineering team is actively investigating this, and we will continue to provide updates.

Our teams have determined this issue is due to an outage with a third party service provider. We'll post updates here as we have them.

This issue is ongoing. Our teams are actively monitoring the issue with our third party service provider. As soon as service is restored, we'll share an update here.

This issue has been resolved.

We are receiving numerous reports of Phishing Emails pretending to be Emma discussing Service and Access Interruption. To confirm, it's safe to disregard these types of emails. If you or other recipients from your team did click on the phishing links, we'd advise these steps to ensure their account is protected... _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Required next steps for users on the account: - Reset mailbox password on email accounts using at least a 15 character password. - After the mailbox passwords have been reset, reset individual user, Emma passwords here using a 15 character password: https://app.e2ma.net/app2/login/ - Install a two-factor (2FA) authenticator app on their smartphone; We recommend using an authenticator app such as the Google Authenticator app because it's more secure, and our instructions are for that app, available here: https://help.myemma.com/s/article/Two-factor-authentication _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ For more on account security see this resource: https://myemma.com/trust/myaccount Otherwise, we do ask that you monitor your account for fraudulent activity, and please let us know if you note any suspicious activity.

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We've received reports of intermittent login issues and our teams are currently investigating. Stay tuned for updates.

We've discovered the issue stems from service degradation that's currently being reported by Microsoft. Their status page can be accessed here . Until they've resolved this incident, users receiving mail from Emma via a Microsoft hosted domain may experience delivery delays. This applies to One-time Verification emails and campaign sends.

Microsoft has updated their "current status" to state that they have implemented additional actions to restore their infrastructure to a healthy state, and to direct traffic in a way to continue aiding in recovery. For the time being, we will continue to monitor our systems, and we will provide an update as soon as possible.

We are moving this incident to resolved, as Emma systems and services are not impacted by the Microsoft incident directly. Since Microsoft 365 services have not been fully restored/caught up at this time, please follow the status on their STATUS PAGE should you continue to experience intermittent issues.

The chatbot on the Emma Support Hub is experiencing degraded performance as a result of a third party system incident. Should you need to reach the Emma Support Team, you can call 888-493-2525. Stay tuned for updates.

Our third party service provider has implemented a fix, and we are now monitoring. The chatbot may still experience intermittent performance degradation. Stay tuned for updates.

This has been resolved.

All inbound and outbound service to Emma Support is unavailable at this time due to our VoIP vender being affected by AWS outages in the US/Canada. To reach the support team, please submit a webform case through our GET SUPPORT option on our SUPPORT HUB .

Due to AWS outages in US/Canada affecting our databases, we are now seeing intermittent issues with Response Data collection and display within the app, including updating account Dashboards. We are also seeing lagging with some of our AUDIENCE CONNECT services (such as Audience Sharing) during this time. Emma Phone Support continues to be down through our VoIP vendor, and our webform support option through our chatbot is degraded/intermittently failing. We've updated the incident information to reflect all of the above. We will also provide an update as soon as possible.

We are still experiencing intermittent issues due to AWS outages. We will provide an update as soon as possible.

Due to the continued AWS outages, we are still seeing all areas of Emma showing degraded performance. This includes issues logging in, navigation/loading, etc. We will continue to provide updates when we can.

While we are still seeing intermittent issues across all parts of the platform, AWS has started notifying customers that they are seeing recovery on their end. We will watch for further updates before we move to a state of monitoring app recovery and improvements, etc.

AWS has updated their status page to indicate they expect the backlog of all requests through their servers to process fully within the next two hours. Separately, we are seeing fewer issues within our application. Out of an overabundance of caution, we will continue to monitor things.

AWS issues and the aftereffects on our third-party vendors and our systems is now resolved.

We've received reports of performance degradation within the email editor, paired with error messages stating campaigns cannot be saved. Our teams have identified the cause of this issue and are implementing a fix. Stay tuned for updates.

We're seeing improvements, but will continue monitoring this incident for the time being.

This has been fully resolved.

We are investigating issues with long login times and intermittent loading issues (Home, Dashboards) navigating in the application. We will post an update as soon as possible.

Our teams are still investigating the issue with long login times and intermittent loading issues (Home, Dashboards) while navigating within the application. Campaign sending (standard, scheduled, automated) is unaffected. We will post another update as soon as possible.

We've implemented a solution and are monitoring.

After careful monitoring, we're seeing full restoration of services. Please clear your cache and cookies and restart your machine. If you continue seeing issues, please contact our support team.

We are investigating reports of users unable to log in to our application, and w e will provide an update as soon as possible. In the meantime, users may attempt to login to our application via this url: https://app.e2ma.net/app2/login/

Our developers have pinpointed the issue and are working on a fix now. In the meantime, users may attempt to login to our application via this url: https://app.e2ma.net/app2/login/

Our teams have pushed out a fix, and we are seeing the ability to log into our application from our main site url restored. Out of an abundance of caution, we will continue to monitor the site and login traffic. We will provide an update when the issue is fully resolved.

The incident is now resolved.