Had problems with MSP emails yesterday

[Shirley Wang]

Hi everyone,

It appears that emails did not go out when I sent emails from Emailer (desktop) yesterday.  Also, I can see yesterday's sub-requests on the Web Forms panel, but emails didn't go out.

Not sure if anyone else had this problem.  Everything looks good today.   You may want to double check if your sub-request emails went out yesterday. 

Thank you.

Shirley Wang

Christ Church Cathedral

Cincinnati, OH 45249

[Margaret Johnson]

We did not have any sub requests submitted on Friday but I do not see where the reminder emails set for “2 days before” did not go out.  Those would be the reminders for Sunday.  May be due to the same problem you had.  Is there a way that Tech Support can confirm if there was an issue on Friday.

 

Margaret Johnson

Parish of Christ the King

Tulsa, OK

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[Louis Lowe]

We also had a sub request submitted, but no emails went out. 

The sub request came in at 7.21pm EST, it says it emailed in the processed form, but I did not see an email.

[Louis Lowe]

We had this issue also on Friday with sub request emails not going out.  Had a sub request come in about 7:21pm EST and no emails were sent (at least 3 people I know of didn't receive it, including myself the admin)

On Saturday, April 22, 2017 at 2:43:08 PM UTC-4, Shirley Wang wrote:

[MSP Tech Support]

Hi everyone,

First let me apologize for any inconvenience this email issue caused for you all, and thank you for reporting the problems you encountered on Friday. Our programmers have been working on this, and the good news is we can confirm that all emails were back in working order as of Saturday afternoon. Of all the emails that were being sent from Rotunda’s servers on Friday and Saturday, 25% were affected by a processing error and thus not sent.

Our programmers rely on a system of “alarm bells” for situations when our infrastructure is not behaving as expected, or runs into an error. In the case of Friday, our mail server had been rebooted and the alarm bells were not correctly turned back on. As a result, when our mail server encountered a processing issue, our programmers were unaware until it was clear that emails were failing.

We’re continuing to do a more thorough postmortem, and our programmers are meeting to improve our alarm system flow so that no matter what comes up, we are notified before failures like this occur in the future.

We know how important emails through MSP are for you and your volunteers, and want to reiterate our sincerest apologies for any inconvenience this caused for your services and volunteers this weekend.

Best,

Mikki

Dir. Tech Support

Rotunda Software

[Patty Bartnick]

Is there a way we can tell which sub requests weren’t processed with the e-mail component?

 

Patty Bartnick

St. John Neumann

Reston, VA

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[Shirley Wang]

Hi Patty,

If your subrequest is configured to "bcc to me(the from address)", then you can compare emails in that account against the subrequests in Web Forms for the Friday-Saturday period.

I can't think of another way.

Thanks.

Shirley 

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