Purpose and Background
The information in this article is offered as guidance to help our customers identify and re-process Email Sends that were unable to send due to the Amazon Web Services outage that impacted our US Data Center on 12/7/2021 (12/8/2021 for some time zones). While we cannot guarantee that this will identify 100% of the impacted sends, based on our understanding of the impact the AWS outage had on our services this should allow you to identify most, probably all of your impacted Email Sends.
An AWS outage was first reported by Amazon at 9:37 AM PST on 12/7/2021 and was reported as resolved at 4:35 PM PST. During this time, some Email Sends sent by accounts in our US Data Center were failing to send despite showing as "Sent" within D365/CRM.
To recover from this issue you will need to identify the impacted Email Sends and determine which of the impacted Email Sends you want to re-send. Because the impacted Email Sends are showing as "Sent" despite failing to send, you will need to use an Advanced Find to identify the impacted Email Sends based on other criteria.
Specifically, an impacted Email Send will be an Email Send sent on 12/7/2021 (or 12/8/2021 if you are in a UTC+7 - UTC+13 timezone) that does not have any Deliveries, Bounces, Clicks, or Opens.
So, to identify the impacted Email Sends, you will need to create an Advanced Find that looks like this:
NOTE 1: If you are in a UTC+7 - UTC+13 time zone, you should configure the first line of that Advanced Find to look for Sent On on 12/8/2021.
NOTE 2: If some of your Email Sends were sent via Campaign Automation you may want to handle those separately from regularly sent Email Sends. So, if you would like to filter your list to exclude Email Sends sent by a Campaign Automation, add a condition to your Advanced Find to check that the Email Send's 'Campaign Automation' field does not contain data. Conversely, if you would like to filter your list so that it only includes Email Sends sent by a Campaign Automation, add a condition to check that the Email Send's 'Campaign Automation' field contains data.
Run your Advanced Find to return a list of the impacted Email Sends.
Once you have this list, you can identify which of these you want to re-send based on whatever criteria are relevant to your business. To re-send, clone the impacted Email Send and send the clone to the intended recipient(s).