Higher Logic Outage History

Higher Logic is up right now

Pingoru has recorded 50 incidents for Higher Logic: 6 in the last 12 months and 1 in the last 90 days.

Source: status.higherlogic.com

50incidents recorded
6last 12 months
1last 90 days
14 hourstypical duration
Incidents per month
012AprMayJunJulAugSepOct0
Share of hours with an open incident, any severity
0%50%100%AprMayJunJulAugSepOct0%
Pingoru began tracking Higher Logic in April 2026, so earlier months are not shown. Hover a bar for its value.
Show as a table
MonthIncidentsHours with an open incident
April 2026269 of 720 (10%)
May 202616 of 744 (1%)
June 202600 of 720 (0%)
July 202612 of 744 (0%)
August 202600 of 744 (0%)
September 202612 of 720 (0%)
October 202600 of 527 (0%)

Incidents, newest first

Notice September 1, 2026 HLT Marketing Professional (Informz) Font, Formatting and Rendering Issues 1h 37m Marketing Professional (Informz)

Started Sep 01, 2026, 05:21 PM UTC· resolved Sep 01, 2026, 06:58 PM UTC

  1. investigating Sep 01, 2026, 05:21 PM UTC

    We are currently investigating issues related to mailings, this includes fonts, formatting and rendering).

  2. resolved Sep 01, 2026, 06:58 PM UTC

    This incident has been resolved.

Read the full incident report →

Major July 20, 2026 HLT Marketing Enterprise (Real Magnet) Rest API Issues 2h 10m Marketing Enterprise (Real Magnet)

Started Jul 20, 2026, 04:21 PM UTC· resolved Jul 20, 2026, 06:32 PM UTC

  1. investigating Jul 20, 2026, 04:21 PM UTC

    We are currently investigating issues with the Rest API.

  2. resolved Jul 20, 2026, 06:32 PM UTC

    The issue has been identified, the fix has been deployed, and we've completed our post-deployment validation.

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Minor May 22, 2026 OC Workspace is currently down 6h 18m Community

Started May 22, 2026, 01:22 PM UTC· resolved May 22, 2026, 07:41 PM UTC

  1. investigating May 22, 2026, 01:22 PM UTC

    THIS PERTAINS TO WORKSPACE ONLY OC Workspace is currently down, and no service is available at this time. Our team is actively investigating the issue and working to restore service as quickly as possible. We understand this is disruptive and apologize for the inconvenience. We will share another update as soon as more information is available. Thank you for your patience.

  2. monitoring May 22, 2026, 03:41 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved May 22, 2026, 07:41 PM UTC

    This incident has been resolved.

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Major April 27, 2026 Performance issues for some customers in Higher Logic Thrive Marketing Professional (Informz) 4h 7m Marketing Professional (Informz)

Started Apr 27, 2026, 12:21 PM UTC· resolved Apr 27, 2026, 04:28 PM UTC

  1. investigating Apr 27, 2026, 12:21 PM UTC

    We are currently investigating this issue.

  2. investigating Apr 27, 2026, 01:35 PM UTC

    We are continuing to investigate this issue.

  3. investigating Apr 27, 2026, 02:51 PM UTC

    We are continuing to investigate this issue.

  4. resolved Apr 27, 2026, 04:28 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor April 17, 2026 Performance issues in Higher Logic Thrive Enterprise (Real Magnet) 2d 16h Marketing Enterprise (Real Magnet)

Started Apr 17, 2026, 08:11 PM UTC· resolved Apr 20, 2026, 01:01 PM UTC

  1. investigating Apr 17, 2026, 08:11 PM UTC

    We are currently investigating this issue.

  2. monitoring Apr 17, 2026, 08:20 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Apr 20, 2026, 01:01 PM UTC

    This incident has been resolved.

Read the full incident report →

Major January 9, 2026 HLT Marketing Enterprise (Real Magnet) partial sending issue 2h 46m Marketing Enterprise (Real Magnet)

Started Jan 09, 2026, 05:19 PM UTC· resolved Jan 09, 2026, 08:06 PM UTC

  1. investigating Jan 09, 2026, 05:19 PM UTC

    We are investigating reports of messages being sent however they are showing not delivered to all members of the group.

  2. monitoring Jan 09, 2026, 07:10 PM UTC

    The issue has been identified and a fix implemented. For customers who submitted a ticket, our support team will be in touch regarding next steps.

  3. resolved Jan 09, 2026, 08:06 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 20, 2025 AWS Issues affecting Online Community UI, Outgoing Emails, and Marketing Automation Integrations 6h 17m Community, Marketing Enterprise (Real Magnet), Marketing Professional (Informz)

Started Oct 20, 2025, 03:45 PM UTC· resolved Oct 20, 2025, 10:03 PM UTC

  1. investigating Oct 20, 2025, 03:45 PM UTC

    We are currently investigating this issue.

  2. identified Oct 20, 2025, 06:52 PM UTC

    The issue has been identified and a fix is being implemented.

  3. monitoring Oct 20, 2025, 08:39 PM UTC

    Some Community (OC) emails are delayed, processing is active and the backlog is steadily decreasing. Once queues normalize, we will re-drive any affected messages. Informz (IZ) mailings that rely on UPI integrations may continue to error until the service is fully restored.

  4. resolved Oct 20, 2025, 10:03 PM UTC

    All outstanding issues have been resolved.

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Major August 27, 2025 HLT Marketing Professional (Informz) error message 59m Marketing Professional (Informz)

Started Aug 27, 2025, 06:38 PM UTC· resolved Aug 27, 2025, 07:38 PM UTC

  1. investigating Aug 27, 2025, 06:38 PM UTC

    We are currently investigating this issue.

  2. monitoring Aug 27, 2025, 06:56 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Aug 27, 2025, 07:38 PM UTC

    This incident has been resolved.

Read the full incident report →

Major August 1, 2025 Thrive Marketing Enterprise (Real Magnet) partial sending issue 17m Marketing Enterprise (Real Magnet)

Started Aug 01, 2025, 02:11 PM UTC· resolved Aug 01, 2025, 02:28 PM UTC

  1. investigating Aug 01, 2025, 02:11 PM UTC

    We are currently investigating this issue.

  2. resolved Aug 01, 2025, 02:28 PM UTC

    This incident has been resolved.

Read the full incident report →

Major July 8, 2025 Server Errors on Online Community Sites 3h 1m Community

Started Jul 08, 2025, 11:10 AM UTC· resolved Jul 08, 2025, 02:11 PM UTC

  1. investigating Jul 08, 2025, 11:10 AM UTC

    We are currently investigating this issue.

  2. monitoring Jul 08, 2025, 12:23 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Jul 08, 2025, 02:11 PM UTC

    This incident has been resolved.

  4. postmortem Jul 11, 2025, 05:09 PM UTC

    ### Summary On July 8, 2025, Higher Logic Online Communities sites experienced a service disruption that made them temporarily inaccessible. Our engineering teams identified and resolved the issue, restoring full service. We sincerely apologize for the impact this incident had on our customers and their communities. This report outlines the event, its cause, and the actions we are taking to improve our systems and prevent recurrence. Impact Between approximately 7:10 AM and 8:23 AM EDT, Higher Logic Online Communities sites were inaccessible. Our team restored service and, after a period of monitoring, confirmed all systems were fully operational at 10:11 AM EDT. ### Root Cause Analysis The service disruption was triggered by the deployment of an incorrect configuration file to our production environment. During a routine update, a configuration file was deployed that contained a duplicated parameter. Our application's startup process includes a validation check to ensure all configuration data is correct. This check functioned as designed and identified the duplicated parameter as an invalid entry. As a safety measure, this validation failure halted the application's startup sequence to prevent potential data corruption or further instability, which resulted in the service becoming unavailable. While we have automated checks in place to prevent malformed files from being deployed, the check in place at the time did not test for this specific type of configuration error. ### Resolution Our engineering team resolved the incident by removing the invalid configuration file and reverting to the last known good version. This allowed the application to pass its startup validation and successfully restart, restoring service to all customers. ### Corrective and Preventative Actions We are committed to the stability of our platform and are taking the following steps to prevent this type of incident from happening again: **Enhanced Pre-Deployment Validation**: We have prioritized a critical update to our deployment process. This enhancement will ensure our automated pre-deployment checks perform the same validation that occurs when the application starts. This will allow us to automatically detect and block this type of configuration error before it can ever impact the production environment. We thank you for your patience and partnership. We are dedicated to learning from this event and continuously improving the reliability of our services

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Minor June 4, 2025 Marketing Enterprise (Real Magnet) - Campaigns/Campaign Search/Landing Page Errors 3h 8m Marketing Enterprise (Real Magnet)

Started Jun 04, 2025, 11:35 AM UTC· resolved Jun 04, 2025, 02:44 PM UTC

  1. investigating Jun 04, 2025, 11:35 AM UTC

    We are currently investigating this issue.

  2. monitoring Jun 04, 2025, 01:25 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Jun 04, 2025, 02:44 PM UTC

    This incident has been resolved.

Read the full incident report →

Major May 28, 2025 Runtime Error 3h 3m Community

Started May 28, 2025, 06:48 PM UTC· resolved May 28, 2025, 09:51 PM UTC

  1. investigating May 28, 2025, 06:48 PM UTC

    We are currently investigating this issue.

  2. identified May 28, 2025, 07:29 PM UTC

    The issue has been identified and a fix is being implemented.

  3. monitoring May 28, 2025, 08:55 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. resolved May 28, 2025, 09:51 PM UTC

    This incident has been resolved.

  5. postmortem May 30, 2025, 09:18 PM UTC

    ### What Happened On May 28, 2025, following a scheduled system update, our AI Search feature became temporarily unavailable for some customer accounts. Our team immediately began working to resolve this. An initial attempt to fix the issue unfortunately caused further service disruptions for a small number of accounts. To restore service quickly, we decided to revert to the previous stable version of our system. While this helped most accounts, some issues persisted in specific configurations. As a temporary measure to ensure stability for everyone, we disabled the AI Search feature for affected accounts later that day. On May 29, our team identified the root cause of the initial problem and the subsequent issues. A comprehensive fix was developed and deployed. By late morning, the AI Search feature was fully restored for all users. ‌ ### Root Cause The disruption was caused by an unforeseen issue \(a software bug\) introduced during a recent system update. Our standard testing processes did not catch this specific bug primarily because it only appeared under particular conditions and with specific data configurations that weren't fully represented in our pre-release testing environments. The way the update was initially rolled out also meant the problem wasn't visible until it impacted live services. Furthermore, when we attempted to undo the update, this process was not immediately successful for all parts of our system, leading to our decision to temporarily disable the AI Search feature to ensure overall stability. ### Corrective Actions We are taking this incident very seriously and are implementing several measures to strengthen our systems and processes: * Expanding and Improving Our Testing: We are enhancing our testing environments to better replicate the diverse ways our customers use our platform. This includes more comprehensive testing for features like AI Search across a wider variety of account configurations and data scenarios before any updates are released. * Strengthening Our Release and Change Management Processes: We are reviewing and improving how we plan and deploy updates, especially those involving complex changes to both system code and database structures. This will help us identify and mitigate potential risks earlier. * Ensuring Faster and More Complete System Recovery: We are refining our procedures for when things don’t go as planned. This means that if we need to revert an update in the future, we can do so more quickly, thoroughly, and reliably for all users and all parts of our system. * Reinforcing Quality Checks: We are reinforcing our internal review processes for code changes to ensure a higher level of scrutiny and to catch potential issues before they reach our testing phases.

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Critical April 23, 2025 Service Temporarily Unavailable Errors 1h 37m Community, Marketing Enterprise (Real Magnet), Marketing Professional (Informz)

Started Apr 23, 2025, 11:49 AM UTC· resolved Apr 23, 2025, 01:27 PM UTC

  1. investigating Apr 23, 2025, 11:49 AM UTC

    We are currently investigating this issue.

  2. monitoring Apr 23, 2025, 12:41 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Apr 23, 2025, 01:27 PM UTC

    This incident has been resolved.

  4. postmortem Apr 25, 2025, 05:42 PM UTC

    ### What Happened: On Wednesday morning all our Online Community sites started returning 504 Gateway Timeout and 503 service unavailable errors. This also affected Informz and Real Magnet admin portals. ### Root Cause: A backend in the Inside Proxies configuration was not responding, making the proxy config invalid. This caused the proxy servers to error on startup. They continued to cycle until no inside proxy servers were available. ### Details: We determined that some clean-up work in DNS removed an A record for the backend because it was pointing to a non-existent private IP. Without this A record present, the proxy config considered this an invalid backend. This invalid backend caused startup errors to occur in all our inside proxy servers resulting in 504 Gateway Timeout and 503 service unavailable errors. ### Corrective Actions: 1. The invalid backend entry has been removed from the proxy config. 2. A ticket will be created to review all our proxy configurations to ensure all backends are valid and have rules. If not, they will be safely removed, along with the corresponding A record in DNS

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Critical March 27, 2025 503 Service Unavailable error 1h Community

Started Mar 27, 2025, 05:23 PM UTC· resolved Mar 27, 2025, 06:24 PM UTC

  1. investigating Mar 27, 2025, 05:23 PM UTC

    We are currently investigating this issue.

  2. monitoring Mar 27, 2025, 05:35 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Mar 27, 2025, 06:24 PM UTC

    This incident has been resolved.

  4. postmortem Apr 25, 2025, 01:53 PM UTC

    ### What Happened: On Wednesday morning all our Online Community sites started returning 504 Gateway Timeout and 503 service unavailable errors. This also affected Informz and Real Magnet admin portals. ### Root Cause: A backend in the Inside Proxies configuration was not responding, making the proxy config invalid. This caused the proxy servers to error on startup. They continued to cycle until no inside proxy servers were available. ### Details: We determined that some clean-up work in DNS removed an A record for the backend because it was pointing to a non-existent private IP. Without this A record present, the proxy config considered this an invalid backend. This invalid backend caused startup errors to occur in all our inside proxy servers resulting in 504 Gateway Timeout and 503 service unavailable errors. ### Corrective Actions: 1. The invalid backend entry has been removed from the proxy config. 1. A ticket will be created to review all our proxy configurations to ensure all backends are valid and have rules. If not, they will be safely removed, along with the corresponding A record in DNS

Read the full incident report →

Major March 7, 2025 Higher Logic Thrive Marketing - some emails are not delivering 1h 9m Marketing Enterprise (Real Magnet), Marketing Professional (Informz)

Started Mar 07, 2025, 12:46 PM UTC· resolved Mar 07, 2025, 01:55 PM UTC

  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.

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Minor February 12, 2025 Members in Some Online Communities Receiving Following Emails for Threads they are not Following 1h 59m Community

Started Feb 12, 2025, 04:09 PM UTC· resolved Feb 12, 2025, 06:08 PM UTC

  1. investigating Feb 12, 2025, 04:09 PM UTC

    We are currently investigating this issue.

  2. resolved Feb 12, 2025, 06:08 PM UTC

    This incident has been resolved.

  3. postmortem Feb 17, 2025, 03:15 PM UTC

    ### What Happened Higher Logic Online Communities users receive an informational “following” email when other users contribute to message threads that they’ve initiated or to which they’ve responded, to inform them of new discussion on the message thread. Members in some Online Communities received these “following” emails for message threads to which they had not contributed, including for communities they were not members of. **Root Cause** We incorrectly updated SQL query criteria used to determine recipients of following emails. The altered criteria were used to exclude a subset of users based on their community email subscription settings. The update to the SQL criteria caused that subset of users to be included rather than excluded, which caused certain members to receive additional emails. **Corrective Actions** * Code change that introduced the issue was backed out of the deployment and the re- deployment was completed * Code change that introduced the issue has been updated and is pending re-review and re-

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Major February 4, 2025 Marketing Enterprise (Real Magnet) -limited system availability 12m Marketing Enterprise (Real Magnet)

Started Feb 04, 2025, 04:52 PM UTC· resolved Feb 04, 2025, 05:04 PM UTC

  1. investigating Feb 04, 2025, 04:52 PM UTC

    We are currently investigating this issue.

  2. monitoring Feb 04, 2025, 04:59 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Feb 04, 2025, 05:04 PM UTC

    This incident has been resolved.

Read the full incident report →

Major January 25, 2025 Server Errors on Community Sites –

Started Jan 25, 2025, 11:30 PM UTC· resolved Jan 25, 2025, 11:30 PM UTC

  1. resolved Jan 26, 2025, 03:23 AM UTC

    Some sites were showing a server error when trying to access

  2. postmortem Jan 30, 2025, 02:01 PM UTC

    **What Happened** On Saturday nights, we run a full reindex operation on each database before the Full backups run against our databases. During the reindex operation, our application servers started having issues connecting to the databases. **Root Cause** A recent change in the application stack caused a significantly higher rate of log entries to a system Log table. Due to the increased size of this table, the reindex process locked that table for a significant amount of time. In turn, this caused issues for all OC application servers connecting to the databases. **Corrective Actions** * A code change has been released to production to fix the uncontrolled growth of the log table. * Enhance monitors that will alert when unexpected growth conditions happen on key system Log tables.

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Critical November 6, 2024 SSO Login Issues 2h 24m Community

Started Nov 06, 2024, 02:18 PM UTC· resolved Nov 06, 2024, 04:42 PM UTC

  1. investigating Nov 06, 2024, 02:18 PM UTC

    We are currently investigating this issue.

  2. monitoring Nov 06, 2024, 04:28 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Nov 06, 2024, 04:42 PM UTC

    This incident has been resolved.

Read the full incident report →

Major October 23, 2024 HLT Marketing Professional (Informz) IP Validation issue 2h 56m Marketing Professional (Informz)

Started Oct 23, 2024, 12:15 PM UTC· resolved Oct 23, 2024, 03:11 PM UTC

  1. investigating Oct 23, 2024, 12:15 PM UTC

    We are currently investigating this issue.

  2. identified Oct 23, 2024, 02:24 PM UTC

    The issue has been identified and a fix is being implemented.

  3. resolved Oct 23, 2024, 03:11 PM UTC

    A fix has been implemented and this issue is resolved. Thank you for your patience.

Read the full incident report →