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Subscribe to this forum by clicking on the word "Announcements" above and using the button on the top right to receive updates about service issues, outages, known problems, etc. We'll update this forum as appropriate when there is an issue that impacts multiple customers. Another place to check the status of our service is at http://trust.clickdimensions.com. But we'll add comments and notices here as appropriate.

(January 29, 2014: 18:30 ET): This is a new effort by our support team to keep our customers notified of emerging issues and fast-changing events that effect our service.  We've got multiple outlets for news about new releases, feature enhancements, etc., but today we had a temporary and intermittent outage on some parts of our service in Microsoft Azure, and the status updates we received from Microsoft and our operations team were fast-changing, which made it difficult to get a coherent message out to impacted customers.

Since these types of events have been very infrequent, it has been a challenge to really set up a good process to communicate through consistent channels to the the specific individuals who might be impacted, so using this forum is one way we think we can improve our communications for these types of fast-changing events. 

We'll see how this works and how well it is received by customers and partners. Let us know what you think!

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44 Comments

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    Monika Zeilhofer

    Dear Matthew, is there a problem with Azure Server? One colleague is telling me that she is preparing an emailing and the system is hanging.

    Could you please inform me.

    thanks and best regards,

    Monika Zeilhofer

    Biomedica

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    Matthew Wittemann

    Monika,

    There is nothing wrong with Azure or ClickDimensions service, as can be seen from here: http://trust.clickdimensions.com/

    I also checked your account and do not see any connection issues. I would encourage your colleague to open a support ticket and share a screenshot of the problem she is running into with our support team so they can assist.

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    Debra Ereaut

    Hi Matthew,

    We experienced the same issues when trying to set-up an email yesterday and my colleague abondoned it because she couldn't get it to work until this morning. (Our CRM was responding normally, the hanging was only with Click D enities.)  I also experienced about a 2 hour delay in submitting a form until the notice (set up with an 'action') came into my inbox. That was around 4pm yesterday and it started to work again around 5:55pm my time. Everything is working fine again now so we won't be opening a ticket. Just thought I should share in case there was a relationship.

    Thanks for your ongoing support!

    Debra

    DNA Genotek

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    Monika Zeilhofer

    Hi Matthew, I have seen your message. We will not raise a support ticket at the moment, as after some while it worked again. Nevertheless it was strange to have a hang up although servers were online.

    best regards,

    Monika

    Biomedica

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    Bj Walbaekken

    Hi we get the following error when trying to send a test.

    "A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 191.238.244.204:2034"

    Image attached

     

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    Matthew Wittemann

    Hi BJ: Thanks for bringing this to our attention. We are looking into an issue with a server that is related to the error you got:

    "A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 191.238.244.204:2034"

    Apologies for the inconvenience. This will not impact the actual sending of emails, just the testing function.

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    Matthew Wittemann

    BJ: We have resolved the issue you reported and you should no longer see this error when testing an Email Send.

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    Bj Walbaekken

    Thanks Matt - but the actually test messages are not being received, and is being reported for all other users as well.

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    Janice Kall

    Matthew,

    We are having issues with this in California as well. 

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    Matthew Wittemann

    There may have been some latency after the issue was resolved at 4:55pm EST. If you are still experiencing an error, please open a support ticket and provide the support team with a screenshot of the error message so we can assist you. Thanks!

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    Jean-Pascal Mercier

    Is there an issue right now? I've sent a campaign 3 hours ago and most emails haven't been delivered/still in outbox.

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    Matthew Wittemann

    Hi Jean-Pascal,

    There is no issue - emails are being sent normally. However, there was an unusual spike in the volume over the last two days so it may take a little longer than normal to synchronize the results back to your CRM. The speed of synchronizing should return to normal over the next 24 hours.

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    Yosué Rodríguez Martínez

    Hi Mathew,

    Is January 2015 release available?

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    Matthew Wittemann

    Hi Yosue,

    Yes, our solution is now compatible with CRM 2015. If you already have CRM 2015 with ClickDimensions installed, all you need to do is update the metadata, by going to Settings > ClickDimensions Settings > click on "Metadata". 

    If you do not yet have our solution installed, you will receive a compatible solution upon registration.

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    Dan Hale

    We have not had any of today's Email Sends get past the initial Email Event "Request accepted. Beginning processing." message. Is there a problem on the ClickD systems side? We have sent 29 different email sends so far this morning. The first one was sent at 7:14 am and it is now 11:30 am over here on the west coast.

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    Matthew Wittemann

    Hi Dan,

    There is no problem with ClickDimensions availability. We see several email jobs processed for your account today. Often times, especially with an on-premise deployment of CRM, if you are not seeing data reflected back in your CRM soon after sending an email, this can be an indication of a performance problem with your CRM database or some other issue that is preventing your CRM from accepting data from us. If you require assistance in determining the source of the issue, please let our support team know by opening a support request at http://support.clickdimensions.com.

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    Dan Hale

    Matthew,

    We are still getting a long delay in recording the deliveries of our Email Sends in our CRM. Currently the delay is as follows:

    1. Our first Email Send was requested yesterday (8/26/15) at 7:25 am.

    2. We have a total of 30 more Email Sends since then, with the majority being requested before noon yesterday our time (PST).

    3. It is now 8:27 am (PST)  on 8/27/15 and we have yet to receive any delivery records for any of yesterday's or today's Email Sends.

    4. We have tested our CRM connection with ClickDimensions using your "Test Connection" ( https://app.clickdimensions.com/mscrm/v2011/pages/testconnection.aspx) and it said connection was good.

    1. We had this problem also on 8/25/15 and you responded saying it must be on our side, however, after waiting 9 hours, we finally started receiving delivery notifications.

    2. You state in your write-up called "Why Does it Sometimes Seem to Take So Long for Emails to Be Delivered?" under the section called "What can delay recording the delivery in CRM...", that there could be a "Processing issue on ClickDimensions...if the queue that this piece of data ends up in happens to have a technical problem, or there is a broader systems issue with ClickDimensions or Microsoft Asure, you may not see the Email Event record created in your CRM until the issue is resolved."

    3. So, if we have made no changes to our systems, and our connectivity to our CRM from ClickDimensions is working (#4), and the fact that we did finally get delivery on 8/25/15 albeit 9 hours late, but yet it has now been over 24 hours for delivery receipts from yesterdays Email Sends, couldn't your systems be the issue here? And if so, can you verify these specifically for us?

    This would be highly appreciated as we have spent well over a days worth of work for our System Administrator trying to come up with a solution.

    Urgency is requested, Thanks,

    Dan

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    Matthew Wittemann

    Hi Dan,

    I've sent you an email directly. For other readers who may have similar questions, another reason that it can take a while to get the data to CRM to reflect the current email statistics is if there are performance issues in CRM. When we synchronize data, if there are any errors or delays in the response from CRM, our system will retry the synchronization periodically. As CRM permits, the data will then be synchronized. In addition to delays in getting updated data, you may see symptoms of SQL timeouts in the Error Trace (under Settings in CRM, on the ClickDimensions Settings page), in which case, it can be necessary to perform some optimization of the SQL Server as described here: http://help.clickdimensions.com/considerations-for-crm-and-sql-server-performance/

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    Eliot Briggs

    Is there currently an issue with the Inboxcast service? We have sent numerous emails to a variety of Inboxcast addresses for our marketing lists and they do not show up in the Email Sends - Drafts area.

    If there is some kind of delay, should we just wait for them to show up or resort to manually recreating the emails as new Email Send records?

    Thanks, Eliot

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    Eliot Briggs

    Please disregard my previous post/question on issues with the Inboxcast service. Turns out the 'Microsoft CRM Email Router' service was not running on our server. All okay now.

     

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    Michael Mosley

    Are there currently any issues "Processing" email sends right now? We have had a couple email sends try to go out but both seem to be hung up. The message in the email events record is "Request accepted. Beginning processing." 

    Thanks,

    Mike

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    Matthew Wittemann

    Hi Mike,

    There are no problems with our service. I see that you have opened a ticket with our support team and they will provide you with assistance there with regards to the issue you are encountering. Usually when you see "Request accepted. Beginning processing." but the emails do not send, this may indicate a problem with the HTML in the email template (for example a personalization field that references a custom field in CRM that we are not aware of if the metadata has not been published). Our support team can help to determine what the issue is.

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    Patrick Fromont

    Hi,

    is there any issue with the service a the moment ?

    The reson why I am suspecting is :

    • when I send, Click dim doen not ask anymore if I am sure I want to send to my recipients

    • a test email has been shooted. From there I clicked on my link to reach my landing page.  the landing page seems unaccessible.

    • my email are shooted.

    my instance is bmdemotrial.crm4.dynamics.com

     

    patrick

     

     

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    Liam Devlin

    I'm also having issues with the Web Content Form Designer.

    Clicking the "Design" button on a Web Content form does load the form designer successfully, sometimes. However, when it loads, I cannot access properties of form fields, nor can I add new fields to the form. The drag/drop animation just sort of freezes.

    Also, intermittently, simply loading the form produces an error:

     

    error report
    date: 06-22-2015

    time: 19:31:06

    Message

    Value cannot be null. Parameter name: stream

    Host:

    app.clickdimensions.com

    Full Stack:

    at System.IO.Compression.DeflateStream..ctor(Stream stream, CompressionMode mode, Boolean leaveOpen) at System.IO.Compression.GZipStream..ctor(Stream stream, CompressionMode mode, Boolean leaveOpen) at ClickDimensions.Data.SystemBlobService.UnZipToStream(Stream value) in c:\ClickDimensions\Development\Platform\ClickDimensions.Data\Blobs\SystemBlobService.cs:line 337 at ClickDimensions.Crm.MsCrm2011.MsCrm2011.GetEntityTypeCode(String entityName) in c:\ClickDimensions\Development\Platform\MsCrm\v2011\ClickDimensions.Crm.MsCrm2011\MsCrm2011.cs:line 5520 at ClickDimensions.Web.MSCRM.pages.designer.FormDesigner.Page_Load(Object sender, EventArgs e) in c:\ClickDimensions\Development\Web\ClickDimensions.Web\MSCRM\pages\designer\FormDesigner.aspx.cs:line 105

    Source:

    System

    Request URL:

    /mscrm/v2015/pages/designer/FormDesigner.aspx?accountKey={redacted}

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    Matthew Wittemann

    Hi Patrick,

    We were just getting ready to post a service announcement for accounts in the EU data center. Yes, there is a resource issue that is causing emails to be sent more slowly than normal and links in emails are loading very slowly. Our operations team is working to address this. (By the way, when you send an email to 1 recipient, you won't see the confirmation screen.)

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    Bj Walbaekken

    Hi, we are on the US data center, and we are not receiving test emails or email that we have sent.  Do they have a ETA on when we will be able to send email again?

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    Rhys Saraceni

    Hello Liam

    In regards to the behavior you are seeing where you cannot use certain functions in the editor and when you try to add a new field, it freezes in place, this is generally caused by having a field already on your form for which the corresponding form field crm record has been deleted. If you determine which field this is and remove it, the editor will function normally again.

    If you cannot determine which field is causing the problem or if you keep seeing that behavior or that error message after removing the field, please open a support ticket and a member of the technical support team will help you investigate the issue.

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    Mohammad Qureshi

    Hi

    We sent an email out about 4 hours ago and it seems like the emails are not going out.

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    Vincent Faivre

    Hi,

    Same here we sent an email 5 hours ago and it is still not send.

    Vincent

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    Matthew Wittemann

    There was an unrelated server issue in the US data center that has been corrected and emails sent from the US data center are being processed normally now. This was due to a server update that caused a machine to become unresponsive and impacted some customers using the US data center. Please allow several hours for the backlog to be processed. We apologize for the inconvenience.

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