We've seen no further issues with email sends from the Iterable platform, so we're going to close this incident. As always, we appreciate everyone's patience, and encourage you to connect with us via support@iterable.com should you see anything unusual with your email sends.
Posted Oct 18, 2018 - 17:36 PDT
Monitoring
The engineering team has updated the kernel version of all our email servers, as well as upgraded their instance types for better overall performance. For now, everything appears to be running normally, so we've moved to the "Monitoring" stage. Should you see any further issues with email sending, please connect with us via support@iterable.com
Posted Oct 18, 2018 - 13:49 PDT
Update
Our team believes they have identified the cause of the issues with our email servers, but we're not yet moving this incident to "Identified" status since we're still working on determining the best path to mitigate. Our cloud provider partner is helping with that effort. For those users who are looking for some additional technical info, it appears to be related to the kernel version of the underlying operating system on our email servers.
Rather than provide another update in an hour, we'll send the next update once we're ready to move this incident to "Identified" status, or at 2:15pm Pacific, whichever comes soonest.
Posted Oct 18, 2018 - 12:18 PDT
Update
We are working with our cloud provider to identifying a root cause for this issue. We have upgraded the affected email machines which has reduced the processing time, resulting in quicker email sends. We will continue to work on this issue and the next update will be in one hour, 12:15 PDT.
Posted Oct 18, 2018 - 11:18 PDT
Update
We are still working on identifying a root cause for the issue that is causing our outbound email queues to get stuck. The impact here is that some customers are seeing some sends go out slowly. Not all customers are affected, and not all sends.
Next update by 11:15am Pacific. Thank you for your patience.
Posted Oct 18, 2018 - 10:17 PDT
Update
We're making progress on identifying a root cause. We're now working with our hardware partner to resolve a potential bug and will update again by 10:15am.
Posted Oct 18, 2018 - 09:10 PDT
Investigating
Our engineers have identified some issues with some of our email sending servers. This is causing email sends to be delayed for some of our customers. Note that this may also include the sending of email proofs.
We are in the early stages of the investigation right now, but will update again by 9:15am Pacific Time.