Insided notification regarding emails being sent from the platform with incorrect return email addresses.

  • 19 March 2019
  • 0 replies
  • 116 views

Yesterday evening (March 18th) we unfortunately recognized an issue with email notifications being sent with an incorrect return email address. It could have been the case that you and your community users received emails with a different ‘FROM’ address to the one you had set up on your community:







Affected time frame (Amsterdam time):

EU Communities: 7:46PM - 10:47PM (CET)

US Communities: 14:46PM - 18:56PM (EST)



Cause:

A failure to load customer configuration settings resulted in it falling back to the default email, the total affected platform time was approximately 3 hours.



What was affected:

The return email address in your email headers - this was affected for approximately 3 hours in total for EU clients and 4 hours for US clients. It was a platform wide issue and will have affected all emails with the exception of password reset and activation email resend.



Resolutive steps:

Platform monitoring proactively discovered the issue, once the issue had been discovered; the development team quickly moved to restore the normal behaviour of the platform. They assigned the correct permission to access the configuration from the remote location and all communities were then able to load the email address normally again.



Should you have any questions around this, please let us know.

0 replies

Be the first to reply!

Reply