Why is Emma taking so long to deliver e-mails and report responses? Is something broken?

  • 1
  • Problem
  • Updated 4 years ago
  • Not a Problem
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: resolved

Why is Emma taking so long to deliver e-mails and report responses? I sent a message at 4:25 p.m. today, didn't receive it in my inbox until 4:31, and my "response" page for the message is all ZEROs even though it's now 4:50 p.m. Is something broken?
Photo of Thomas Jefferson Independent Day School

Thomas Jefferson Independent Day School

  • 1 Post
  • 0 Reply Likes
  • left out

Posted 4 years ago

  • 1
Photo of Kyle Floyd

Kyle Floyd, Official Rep

  • 178 Posts
  • 26 Reply Likes
Hi, thanks so much for posting.

I have just heard from our systems team that they are seeing some delays in our systems send process. They are working to locate and quickly correct the root cause of those delays.

How long is the delay? At this moment, I do not know how significant the sending delays will be for all users. Based on the report from TJIDS above, their delay was about 7 minutes for delivery and longer for loading of response data to their account. I did just check that account and can see response data from mailings sent within the last hour. I do hope that that experience is similar for all users.

What should you, the user, do? First off, do not resend your email. That mailing is already queued up and ready to go out the door here at Emma and will send very soon. Going through the send process a second time will result in duplicate emails to your recipients. You can expect the arrival of your mailing in the very near future.

I will post more details here as I have them.
(Edited)
Photo of Kyle Floyd

Kyle Floyd, Official Rep

  • 178 Posts
  • 26 Reply Likes
I have just been informed that the root cause of this afternoon's sending delays has been corrected. Our mailers are now working through the backlog of emails in the queue.

In a test that I performed at 5:25pm US Central I experienced the passage of 10 minutes between clicking send and having the email arrive in my gmail inbox. I am confident our mailers will work through that backlog quickly.

We are very sorry for the delays this afternoon and will continue to dig in on this end to ensure we fully understand the cause of the system trouble. Our goal is to deliver an experience that our users can truly depend on.