Higher Logic incident

Higher Logic Thrive Marketing - some emails are not delivering

Major Resolved View vendor source →

Higher Logic experienced a major incident on March 7, 2025 affecting Marketing Enterprise (Real Magnet) and Marketing Professional (Informz), lasting 1h 9m. The incident has been resolved; the full update timeline is below.

Started
Mar 07, 2025, 12:46 PM UTC
Resolved
Mar 07, 2025, 01:55 PM UTC
Duration
1h 9m
Detected by Pingoru
Mar 07, 2025, 12:46 PM UTC

Affected components

Marketing Enterprise (Real Magnet)Marketing Professional (Informz)

Update timeline

  1. investigating Mar 07, 2025, 12:46 PM UTC

    We are currently investigating this issue and will provide an update as soon as additional information is available.

  2. resolved Mar 07, 2025, 01:55 PM UTC

    The server error has been corrected and the issue has been resolved. Any messages showing they went to 0 contacts will need to be copied and resent.

  3. postmortem Mar 11, 2025, 01:57 PM UTC

    **Root Cause:** We did a major version upgrade to our Mailer servers during our Q1 Quarterly Maintenance cycle. During the final steps of this process, we missed a key step in our documented procedure. This left the mailer services running on a temporary license which expired on 03/7/2025. **Corrective Actions:** We are doing additional training and adding a peer review step into the process.