Campaign - DLL links from automated mailings not redirecting properly
Identified - Update: We are still in the process of working on and testing a patch for the DLL links issue. We will post another update in the next few hours as we progress and post an ETA once available.
May 13, 08:00 EDT
Update - We are currently working on a fix for the issue with manually-constructed DLL links sent from Program/autoresponder/automated message group mailings. We will post an ETA once it is available.
May 12, 15:52 EDT
Investigating - Our teams are currently investigating an issue where manually-constructed DLL links sent from Program/autoresponder/automated message group mailings give "Access Denied" error. DLL links from a normal direct mailing is working fine. We are aware of this issue and are working to implement a solution. We will update this page as we progress.
May 12, 11:55 EDT

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May 12, 23:42 EDT
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Posted on May 12, 23:50 EDT
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Posted on May 13, 00:01 EDT
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Posted on May 12, 23:56 EDT
Past Incidents
May 13, 2021

Unresolved incident: Campaign - DLL links from automated mailings not redirecting properly.

May 12, 2021
Campaign - DLL Link Clicks Not Tracked Properly
Resolved - Our team has resolved this incident involving DLL Link click reporting. All the link clicks activity for DLL are being recorded and updated properly in reports now.

Customer impact:

During this incident, recipient click activity for manually-constructed DLL links were not being tracked.

We apologize for the inconvenience you experienced due to this incident.
May 12, 01:44 EDT
Identified - Our engineering team is working on a patch for the DLL issue, and our intention is to target a Tuesday night deploy. We will keep you up to date if anything changes.
May 10, 20:28 EDT
Investigating - Our teams are currently investigating an issue that prevents manually-constructed DLL links from tracking recipient click activity. While the link successfully redirects to the correct page, recipient click activity is not being tracked. We are aware of this issue and are working to implement a solution. We will update this page as we progress.
May 10, 13:18 EDT
Support Portal Issue Under Investigation
Resolved - The issue with the support portal has been resolved.

Customer impact:

Customers were unable to create or view support cases during the incident.

We apologize for the inconvenience you experienced due to this incident.
May 12, 01:38 EDT
Monitoring - The Support Portal network issue has been resolved and the Support Portal is again accessible. Our vendor and our team are monitoring closely.
May 11, 20:36 EDT
Update - Our 3rd party Support Portal host is still experiencing a network outage and is urgently investigating for resolution. We will post further updates here. If you have an urgent Support need, please contact us via phone, country specific numbers are listed at the bottom of the Help Center here: https://help.goacoustic.com/hc/en-us
May 11, 19:58 EDT
Investigating - We are currently investigating an incident impacting access to the Support Portal and will follow-up with more information soon.

We apologize for any inconvenience you are experiencing.
May 11, 18:25 EDT
May 11, 2021
May 10, 2021
May 9, 2021
Pod 3 RT-Based Mailing Delays
Resolved - Please note Pod 3 mailings have been sending without additional delay, and queues have not recurred throughout the monitoring period.
May 9, 17:30 EDT
Monitoring - Please note the issue that caused mailing delays has been resolved, but a backlog of mailings developed while performance was impacted. Queued relational table-based mailings are being processed in the order submitted.
May 9, 14:41 EDT
Investigating - Please note our teams are investigating an issue that impacts the time taken to send mailings that include relational table personalization. Mailings that do not include relational table criteria in the contact source are not impacted; only mailings that rely on relational table criteria incur delay. We will provide an update as soon as more information is available.
May 9, 12:30 EDT
May 8, 2021

No incidents reported.

May 7, 2021

No incidents reported.

May 6, 2021
Campaign pod 5 reporting delays
Resolved - The issue with Pod 5 reporting delays has been resolved now. All mailing data now rolling up in real-time to reporting tables.

Customer impact:

During this incident, There was a delay in displaying events data in the mailing report.

We apologize for the inconvenience you experienced due to this incident.
May 6, 22:27 EDT
Update - We are continuing to monitor the delays on Pod 5 reporting rollups for some mailings. We will provide updates as the delays improve and reporting data catches up.
May 6, 19:32 EDT
Investigating - We are currently aware of and investigating delays to reporting roll up for some mailings on Pod 5.
May 6, 12:57 EDT
Campaign Pod3 API issue
Resolved - Our team has resolved this incident involving Pod 3 APIs and all services are now responding normally.

We apologize for any inconvenience you may have experienced due to this incident.
May 6, 11:06 EDT
Investigating - We are currently investigating this issue.
May 6, 10:28 EDT
May 5, 2021

No incidents reported.

May 4, 2021
Campaign Pod3 Web UI issue
Resolved - This incident has been resolved.
May 4, 12:57 EDT
Monitoring - The issue impacting access to Campaign pod 3 has cleared. We will continue to monitor closely for the next few hours.
May 4, 12:41 EDT
Investigating - We are currently investigating this issue.
May 4, 12:17 EDT
May 3, 2021
SMS Campaign Manager Messages Report Issue
Resolved - We have seen the Messages tab showing improved performance and have not observed delays when loading. mGage will continue to work on improving the load times going forward.

If you continue to experience any delays or performance issues with the tab, please open a support case for us to investigate. We apologize for this issue.
May 3, 10:32 EDT
Monitoring - mGage has reported they have partially resolved the message report issue; the report should now load, but may take 3-4 minutes to load. They continue to work on improving the load time to complete the resolution.

We will send an update once performance is as expected.
Apr 30, 22:18 EDT
Update - mGage has reported they have partially resolved the message report issue; the report should now load, but may take 3-4 minutes to load. They continue to work on improving the load time to complete the resolution.
Apr 30, 20:15 EDT
Update - mGage our SMS vendor continues to investigate the issue with loading the message report in the SMS Campaign Manager. We will continue to provide updates from mGage.
Apr 30, 18:47 EDT
Investigating - We are currently investigating an incident with the Acoustic SMS Campaign Manager issue. Users are unable to access Messages report and getting "[429] Too many requests" error. We will follow-up with more information soon.

We apologize for any inconvenience you are experiencing.
Apr 30, 16:52 EDT
May 2, 2021

No incidents reported.

May 1, 2021
Journey Analytics experiencing issues with Ad-Hoc Reports
Resolved - The incident with Journey Analytics has been resolved.
May 1, 12:40 EDT
Identified - Currently we are experiencing issues with Journey Analytics.
Customers can use the application normally. Only ad-hoc reports will not be available entirely, since today's date discarded while creating these reports.
May 1, 03:53 EDT
Apr 30, 2021
Apr 29, 2021

No incidents reported.

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