Imports are delayed due to significant volume spike

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  • Problem
  • Updated 6 years ago
  • Solved
  • (Edited)
Archived and Closed

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Why are import files taking soooooo long?  They have always been completed in 10-20 seconds.  I've been waiting now for about 20 minutes. 
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Camp Friendship

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  • highly annoyed

Posted 6 years ago

  • 3
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Katie Lewis, Official Rep

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I’m sorry for the trouble: We are seeing a lag in import time right now. Our Infrastructure Team is working on it, and I’ll keep you posted here with details as they come!
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Merritt

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Agreeing with Camp Friendship. I've been trying to import two small lists for over two hours. Would it be possible, Emma, for you to require clients with LARGE imports to submit those in the evenings out of respect for the rest of us? Thanks!
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Katie Lewis, Official Rep

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I apologize for the confusion: “Volume” doesn’t actually mean that there are a lot of users importing large lists; it’s the overall account activity load on our system. It’s rare that this would happen, and we’re battling it now to get us back where we need to be so you can get your lists imported. I appreciate your patience!
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Merritt

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I called support at around 11:30 MT and was told it was one client with a large import that was contributing to the back-up. 

Is there a way I can cancel mine? I found a work-around and don't need them imported anymore. 
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Katie Lewis, Official Rep

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We’ve received a bit more information since then, and the delay isn’t due to an import. But we’ve identified the cause and are researching how to prevent this from happening again. There isn’t a way to cancel the import, since it remains in the queue, but we’re expecting imports to be back up to speed by 8 p.m. Central.
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Hands On Call

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Have there been any updates on this? We are having the same issue. Thanks!
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Katie Lewis, Official Rep

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Hi there! My last post is the most recent information I have. Our team is working to counteract it, but those imports are still working more slowly than usual.
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Katie Lewis, Official Rep

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We are looking at two to three hours for the problem to complete processing, then we can process the other imports in the queue. We don’t know yet how long those remaining imports will take to process, but I’ll bring you the information as we have it.
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Hands On Call

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Thank you - mine is all loaded now!
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Kyle Floyd, Official Rep

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Great news! Imports are all caught up. During the process we were able to identify the cause of today's delay. We do apologize for the slowness and are exploring ways we can prevent a similar event in the future. Please let us know if you have additional questions.