Retention Science incident

File Manager returns error when adding or updating an image

Major Resolved View vendor source →

Retention Science experienced a major incident on November 2, 2020 affecting Template Tools, lasting 1h 31m. The incident has been resolved; the full update timeline is below.

Started
Nov 02, 2020, 05:51 PM UTC
Resolved
Nov 02, 2020, 07:23 PM UTC
Duration
1h 31m
Detected by Pingoru
Nov 02, 2020, 05:51 PM UTC

Affected components

Template Tools

Update timeline

  1. identified Nov 02, 2020, 05:51 PM UTC

    When attempting to add or update an image in the template builder tool, the user is brought to the File Manager portion of the builder which throws an error. Attempting to retry results in the same error message being displayed. This does not affect email sends or reporting - only the ability to upload images when creating templates.

  2. resolved Nov 02, 2020, 07:23 PM UTC

    This incident has been resolved