Blackthorn Outage History

Started Sep 16, 2026, 11:02 AM UTC· resolved Sep 17, 2026, 10:45 AM UTC

1. monitoring Sep 16, 2026, 11:02 AM UTC

   Salesforce is currently experiencing a platform-wide service disruption affecting core services across all regions (Salesforce incident 20004433, ongoing since 7:50 AM UTC on September 16). Blackthorn Events, Payments, and Messaging run on and connect to the Salesforce platform, so some Blackthorn functionality may be unavailable or degraded while this disruption continues — including loading event registration and payment pages and authenticating to Salesforce orgs. Sessions and pages that were already loaded may continue to work normally. This is an upstream Salesforce platform incident, not a defect or outage in the Blackthorn applications. No changes to your Blackthorn configuration are required, and no action is needed on your side to resolve it. Our hosted services remain operational and will return to normal as Salesforce restores service. Salesforce has identified the cause as an internal login service consuming platform resources and is validating a fix before rolling it out across affected instances. We are monitoring the incident and will post updates here as the situation changes. Impact began: 7:50 AM UTC, September 16, 2026 (ongoing) Affected: Salesforce instances across all regions. Confirm whether your instance is impacted at status.salesforce.com/incidents/20004433.

2. resolved Sep 17, 2026, 10:45 AM UTC

   Salesforce has declared the platform disruption resolved, reporting that instance stability and performance have returned to expected levels. Blackthorn services that depend on the Salesforce platform — event registration and payment pages, and authentication to Salesforce orgs — are operating normally again. If you see any lingering errors, a browser refresh or fresh login should clear them. Salesforce is conducting a full investigation into the trigger and root cause and will publish preventive actions. Thank you for your patience during the disruption.

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Started Jun 30, 2026, 01:43 PM UTC· resolved Jun 30, 2026, 08:49 PM UTC

1. investigating Jun 30, 2026, 01:43 PM UTC

   Our team is aware of an issue impacting Blackthorn Messaging and SMS — some scheduled messages may be delayed or fail to send. We're actively working on a fix and will keep this page updated. If you have questions, contact our support team at https://community.blackthorn.io/s/support-request

2. investigating Jun 30, 2026, 06:30 PM UTC

   We are continuing to investigate this issue and will continue reporting as more information becomes available. Thank you for your patience.

3. resolved Jun 30, 2026, 08:49 PM UTC

   We're happy to report that this issue has been resolved. Scheduled emails and SMS messages are now sending as expected. If you are still experiencing problems, please reach out to our support team at https://community.blackthorn.io/s/support-request.

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Started Jun 25, 2026, 06:54 PM UTC· resolved Jun 25, 2026, 10:51 PM UTC

1. investigating Jun 25, 2026, 06:54 PM UTC

   We're aware of an issue with Smart Scheduler that began around 9:30am ET today, June 25. The following are currently being affected: - Scheduled emails are not being sent - New emails cannot be created - SMS messages are not being sent - Push notifications are not being sent *Please note: Anything scheduled via Smart Scheduler as of this morning at 9:30am ET has not been sent. Our team is actively investigating this issue. We'll update this page as soon as we have more information or a resolution. If you have questions, contact our support team at https://community.blackthorn.io/s/support-request

2. resolved Jun 25, 2026, 10:51 PM UTC

   RESOLVED *A REQUIRED BASE PACKAGE UPGRADE WILL BE REQUIRED TO RESTORE FULL FUNCTIONALITY* Please see below. Root Cause: The Base Connected App experienced a disconnection during Messaging configuration updates on the morning of June 25th. We've addressed this by provisioning a new Connected App and releasing an updated Base package. As part of the fix, we also improved the security of our Connected App. It now uses a more flexible approach that allows us to rotate secrets without causing downtime for customers. Resolution: Upgrade the Blackthorn Base package from the AppExchange. Only the Base package needs to be upgraded. How to Upgrade: To restore full functionality, please install the updated Base package using the link below. Once installed, open Smart Scheduler and click Authorize to reconnect. - Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tdN000000OqDZ - Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tdN000000OqDZ Recommended Upgrade Steps: 1. Upgrade your sandbox first 2. Test Smart Scheduler in sandbox 3. Upgrade your production org Once upgraded, Smart Scheduler will resume normal operation. Questions? Submit a support case: https://community.blackthorn.io/s/support-request

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Started Dec 03, 2025, 04:37 PM UTC· resolved Dec 06, 2025, 01:14 PM UTC

1. investigating Dec 03, 2025, 04:37 PM UTC

   There is a Blackthorn Payments feature issue causing temporary, intermittent service disruptions in payment processing. During an intermittent disruption, some features may be unavailable or operate at suboptimal performance. We are in the process of deploying a fix and will provide additional updates.

2. investigating Dec 03, 2025, 05:29 PM UTC

   We are continuing to investigate this issue.

3. investigating Dec 03, 2025, 11:03 PM UTC

   There is an ongoing security incident related to a widespread malware attack affecting multiple organizations, including Blackthorn. As part of our mitigation efforts, we are deploying patched versions of our Payments apps, which has caused temporary disruption to Stripe payment processing. Processing has been restored for the majority of impacted customers, and we are continuing to roll out updates. We will provide additional updates as our investigation continues.

4. monitoring Dec 04, 2025, 10:08 PM UTC

   We are currently deploying patched fixes for all impacted organizations. The majority of impacted organizations have been fixed, and we are currently monitoring the results. Additional updates to follow. If you are still experiencing disruptions and have questions, please create a case with Support.

5. resolved Dec 06, 2025, 01:14 PM UTC

   We have completed the deployment of patched fixes for any impacted organizations. Although this incident is resolved, we will continue to monitor results. If you are experiencing disruptions and have questions, please create a case with Support.

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Started Oct 20, 2025, 05:05 PM UTC· resolved Oct 21, 2025, 01:27 PM UTC

1. investigating Oct 20, 2025, 05:05 PM UTC

   The Blackthorn Messaging and Navigator applications are currently experiencing service interruptions due to a widespread outage of several third-party platforms, including Salesforce, AWS, and Twilio. Our infrastructure team is actively working with these providers to monitor the situation and restore full functionality as soon as possible. We’ll continue to provide updates as the issue progresses. In the meantime, you can track the status of these services directly through the following links: Salesforce Status: https://downdetector.com/status/salesforce/ Twilio Status: https://downdetector.com/status/twilio/ AWS Status: https://downdetector.com/status/aws-amazon-web-services/ Thank you for your patience and understanding while we work through this incident. Blackthorn Support

2. investigating Oct 20, 2025, 06:17 PM UTC

   We are continuing to investigate this issue.

3. resolved Oct 21, 2025, 01:27 PM UTC

   The AWS services have been restored and are now fully operational. We are monitoring the situation, but please contact Blackthorn Support at https://community.blackthorn.io/s/support if you run into any issues going forward. To stay updated on AWS’s real-time status, visit: https://health.aws.amazon.com/health/status

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