Batch Update Process - Failed Scheduled Campaigns

Update timeline

1. investigating Nov 18, 2025, 07:44 AM UTC

   We are currently experiencing errors leading to delays and failures in campaign execution. As a result, some campaigns may remain in a “Failed” status. What We’re Doing: Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible. Recovery Options: Manual Run: For high-priority campaigns, you can run them manually via the Run Now feature in Mission Control as soon as this incident is resolve. Hover over the relevant campaign or use the three-dot menu to access the option. https://academy.optimove.com/hc/en-us/articles/8649444827549-Using-Run-Now-Capability Optimove Recovery Run: You can reach out to our support team as [email protected] and ask that we re-run failed campaigns for you. Please reach out with your instance name and request that we recover your failed campaigns. Next Update: We will provide an update within 1–2 hours, or sooner if new information becomes available

2. investigating Nov 18, 2025, 08:39 AM UTC

   We are still seeing intermittent delays and failures in campaign execution. To avoid repeated failures, please refrain from re-running affected campaigns until the incident is fully resolved. Status: Engineering is actively testing fixes and working to restore stable execution. Recovery Options: Optimove Recovery Run: If needed, contact [email protected] with your instance name and request recovery of failed campaigns. Manual Run: Once stability is confirmed, high-priority campaigns can be re-run using the Run Now option in Mission Control. Next Update We will share another update within 1–2 hours, or sooner if we have significant progress.

3. identified Nov 18, 2025, 09:42 AM UTC

   We have identified the root cause of the campaign execution failures. A fix has been developed and is now being prepared for rollout. Current Guidance Please continue avoiding re-running failed campaigns until the fix is fully deployed and execution stability is confirmed. Next Steps Our engineering team is rolling out the fix and monitoring its impact closely. We will provide confirmation once the rollout is complete and normal operation is restored. Next Update You can expect another update within 1 hour or sooner if the fix is fully validated.

4. monitoring Nov 18, 2025, 10:28 AM UTC

   A fix for the campaign execution failures is now rolling out across all environments. Customer Guidance: You can safely re-run failed campaigns once your environment is updated to version 9.175.1. You can verify this in the About Details section of the application. If your version has not yet updated, please wait before re-running any failed campaigns. Next Steps: We will continue monitoring the rollout and execution stability as the update reaches all environments. Next Update: Another update will be shared within 1 hour or sooner once the rollout is complete.

5. resolved Nov 19, 2025, 08:29 AM UTC

   The issue causing both campaign execution failures and delays has been fully resolved. During the incident, some campaigns may have remained in a Not Run status. This can occur when the Batch Data Update is delayed and campaign execution begins later than scheduled, resulting in certain campaigns missing their designated run window. Force Run Behavior If your instance has Force Run enabled, affected campaigns may still be executed automatically as part of the batch process, provided the incident was resolved within the configured grace period. More details on Force Run can be found here: https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run To enable Force Run for your instance, please reach out to your Customer Success Manager. Current Status Campaign execution has stabilized, failure rates have returned to normal, and all systems are fully operational.