Retention Science incident

Cannot upload images to Drag and Drop builder

Major Resolved View vendor source →

Retention Science experienced a major incident on April 6, 2019 affecting Cortex Application (Main Dashboard), lasting 7h 7m. The incident has been resolved; the full update timeline is below.

Started
Apr 06, 2019, 04:29 PM UTC
Resolved
Apr 06, 2019, 11:36 PM UTC
Duration
7h 7m
Detected by Pingoru
Apr 06, 2019, 04:29 PM UTC

Affected components

Cortex Application (Main Dashboard)

Update timeline

  1. investigating Apr 06, 2019, 04:29 PM UTC

    We are currently experiencing issues uploading images to the email drag and drop builder. We apologize for the issue, and hope to have a resolution shortly.

  2. investigating Apr 06, 2019, 04:31 PM UTC

    We are continuing to investigate this issue.

  3. investigating Apr 06, 2019, 05:05 PM UTC

    This issue looks related to maintenance performed by our drag and drop builder provider, BeeFree from this morning. We are reaching out to them for more information.

  4. investigating Apr 06, 2019, 06:42 PM UTC

    We are trying to contact BeeFree support to assist with the image access issues. Will provide another update shortly.

  5. investigating Apr 06, 2019, 10:15 PM UTC

    We are continuing to investigate this issue.

  6. investigating Apr 06, 2019, 10:16 PM UTC

    We are currently working on this issue with BeeFree support, and should have a resolution shortly.

  7. resolved Apr 06, 2019, 11:36 PM UTC

    The image manager loading issue has been resolved. The root cause was a authentication error introduced by scheduled maintenance from our vendor, BeeFree from earlier this morning. They pushed out a patch to fix the issue. Most sites are now functioning normally, but some may have slower load times on their image libraries. We will continue to work with BeeFree on speeding up the image manager in the meantime. We deeply apologize for the prolonged issue today. Please reach out to [email protected] with any questions.