AudienceView experienced a major incident on December 7, 2023 affecting Sell and Sell+ and Client Home and 1 more component, lasting 6h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 07, 2023, 07:03 PM UTC
We have identified slowness in the AudienceView Professional ticketing system. We are investigating this issue in order to get this resolved.
- identified Dec 07, 2023, 08:01 PM UTC
We may have found a potential fix for the reported slowness in the AudienceView Professional Ticketing system. We have also had some reports of charges processing through the Payment Gateway but these orders are not being created in the AudienceView ticketing system. If you are experiencing this issue, you can either- * Process a comp ticket or a custom payment type in AudienceView Professional to fulfil the order * Refund the order directly through your payment gateway and reprocess in the AudienceView Professional ticketing system For more information on handling these orders, please review this article from our external knowledge base. https://audienceview2.my.site.com/Professional/s/article/Ghost-Orders We will provide more detail once we have more updates on this issue.
- monitoring Dec 07, 2023, 09:14 PM UTC
We have identified the issue that was causing slowness in the AudienceView Professional Ticketing system and have issued a fix. Payment processing should now be functioning normally. We have also had some reports of charges processing through the Payment Gateway but these orders are not being created in the AudienceView ticketing system. If you are experiencing this issue, you can either- * Process a comp ticket or a custom payment type in AudienceView Professional to fulfil the order * Refund the order directly through your payment gateway and reprocess in the AudienceView Professional ticketing system For more information on handling these orders, please review this article from our external knowledge base. https://audienceview2.my.site.com/Professional/s/article/Ghost-Orders We will continue to monitor the system to ensure that everything is functioning as expected.
- resolved Dec 08, 2023, 01:34 AM UTC
The fix that was implemented worked in resolving the issue that took place in the AudienceView Professional Ticketing system. We have had some reports of charges processing through the Payment Gateway but these orders are not being created in the AudienceView ticketing system. If you are experiencing this issue, you can either- * Process a comp ticket or a custom payment type in AudienceView Professional to fulfil the order * Refund the order directly through your payment gateway and reprocess in the AudienceView Professional ticketing system For more information on handling these orders, please review this article from our external knowledge base. https://audienceview2.my.site.com/Professional/s/article/Ghost-Orders