Reports of slowness and errors navigating in the app

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  • Updated 4 years ago
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Good morning! We've received a couple reports from Emma clients experiencing bouts of slowness and errors navigating within the application. The page load troubles for those users seems to be network-related and not specific to their Emma account.

Our Systems Team is working with our outside data center provider to diagnose the issue. I'll keep you updated as soon as there's news to share.
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Katie Lewis, Official Rep

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Posted 4 years ago

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Cornerstone

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I sent out a mailing this morning to a group of 140 - and it says 100% were delivered, but the number it gave was 25 deliveries.  I have two email addresses that receive the mailing each week, one got it, the other didn't - and they both are to the same @ address.

Though it is still in the "In Progress" tab...this has never happened before

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Cornerstone

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thanks.  I was have issues yesterday, when I was typing within a text box I kept getting "oops" errors that would come up and it would reload the page. (5 to 6 times within a 10 minute period).  it didn't happen this morning though
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Katie Lewis, Official Rep

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Let us know if that happens again! We're happy to dig in.
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DHIC, Inc.

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Thanks for the updates... I am now able to log in and continue working but *save and add another* is not returning a new entry screen.  Maybe be related to the slow response.  Please advise..Thnks
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Katie Lewis, Official Rep

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Hi! What we're seeing seems to be a network issue with a data provider, so it shouldn't overlap with any in-app functionality like this. Do you mind creating a new conversation, and we'll start troubleshooting for you?
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DHIC, Inc.

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It seems to have cleared up now.  Updating without any problems. Thanks
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Katie Lewis, Official Rep

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We've also learned that this same data center networking connectivity issue is causing extremely intermittent delays with our outbound sending of mailings. This means there's a slight chance Emma mailings sent this morning may send at an outbound rate slower than you're accustomed to seeing.

Once you've sent, please be assured that your mailing is indeed sending, although may be slower than usual, and nothing needs to be done differently on your end. You do not need to resend.

Thanks for your patience!
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Cornerstone

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okay, thanks.  In the past hour 2 more emails have been delivered, so I'm now up to 27 ;)
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Dragos Moldoveanu

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Hi Katie, does that mean we can be sure all email will be sent out? We have a 400.000 list to which we sent 4 hours ago and only 8% were delivered up to this point. I know the emails have 30 hours sending period, but at this pace it doesn't seem all will get sent. Also we are seeing a very high bounce rate - 5 times the usual. Please advise.
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Katie Lewis, Official Rep

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Hi Dragos! It looks like you're working with my friend Benton on this outside of the community. I'll let you two keep collaborating.
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Katie Lewis, Official Rep

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More news: This is a global issue impacting many sites on the internet this morning. Some internet traffic was redirected to a particular telecommunications company, which led to them being overwhelmed with traffic. As a result, significant portions of web traffic were dropped, latency increased and users worldwide experienced a slower internet service.

Although this connectivity isn’t related to the Emma application itself, we don’t want any clients to have this experience. Our Systems Team remains in close contact with our data center provider, and I'll update you as new information is available.
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City of Arvada

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I understand that the delay in sending out newsletters this morning is not Emma specific, but I have been using your service for the last six months, and this week the system was very frustrating. Lots of errors, delays, unexpected log outs, difficulty using the tools. I am hoping that whatever was going on this week gets resolved, because a formerly smooth process was anything but... Also, I sent out my mailing five hours ago and still only a quarter of the 3800 have been sent out...
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Katie Lewis, Official Rep

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I'm so sorry to hear you had trouble earlier this week, before the global internet issue! We would love to have helped, so please know that we're always glad to troubleshoot anything in your account that doesn't see to be working quite right. Simply create a conversation in Emma Community, and we'll start digging in. :)

It sounds like the sending delay you're seeing is related to the global issue. I know it's frustrating -- we're frustrated that our emails aren't sending and being received as fast as usual, too -- and we'll keep you updated with news as we get it.
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Katie Watts, Support Team Manager

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Our Systems team has just learned that both remote ISP's have fixed their problems that caused these worldwide internet connection issues. If you ran into slower than usual sending this morning, you should now see improvement on the outgoing sending pace.

Thank you for all your patience as we worked to gather information on this global web issue and monitored until the outside sources came to resolution. If you have any further in-app trouble, please create a new conversation, and our team will be happy to assist!