Spektrix Outage History

We are aware of an issue with Spektrix systems cutting off display areas when users try to edit existing Purchasing and Opportunity global segments in the Insights and Mailings interface or view order histories in the Opportunities interface. We are working to investigate the issue and will provide updates through this status page as we work on a fix. For global segment issues, your system will still allow you to create new global segments or new local segments to use within customer lists. All other customer list and reporting capabilities are working as expected. All order histories are fully viewable and usable in the Sales interface, and all systems are able to process transactions as usual.

We are investigating reports that there is intermittent slowness affecting chip and pin transactions on the Opayo payment provider in the UK and Ireland. The slowness is happening after the user selects to pay by chip and pin and causes a delay in the payment information loading on the card reader. Other aspects of payment processing across all payment providers are functioning normally. We are in dialogue with all relevant parties to establish any potential causes of the problem and will update when we hear more.

We are remaining in dialogue with Opayo and reviewing all possibilities that could be causing these issues. If you are experiencing problems we will likely need to request some further information from you including log files from the pin pad, if this is the case we will contact affected users directly. We'll continue to update here with any progress on the issue.

We are continuing to investigate these reports of slowness processing C&P payments and are in dialogue with Opayo. If you are experiencing issues please contact support. It will help to have log files and where possible a video recording of the slowness.

We're continuing to investigate intermittent slowness issues when starting to process a chip and pin payment using an Opayo pin pad. We are in dialogue with Opayo as well as checking all other infrastructure to establish a cause. If you have an issue and you are able to send a screen recording whilst you are waiting for the payment message to appear on your pin pad, that shows the time on the PC, this would help us track more detailed logging. We can use this in combination with a specific log file ("C:\sagepay\guardian\logfiles\GuardianServer.log") to cross reference the timings. If you need any support with this let us know and we can set up a screenshare session with you to record your screen and get the log file directly. Thanks for your patience as we continue to investigate this issue.

We've received reports that there is still significant slowness between starting a chip and pin transaction, and that transaction then appearing on the pinpad terminal screen. We are renewing our investigation to isolate the cause now that we've verified last week's fix hasn't had impact. Please continue to send us screen recordings of the issue happening, with timestamps, along with the Sagepay and Box Office App Logs to help with our investigation. You can find these at the filepath C:\sagepay\guardian\logfiles and C:\Program Files (x86)\Spektrix Ltd\LocalApp > BoxOfficeApp.{number}.log If you need help retrieving those, please call the Spektrix Support team for help. We will update here in the next hour.

We've increased resource to the database that receives box office app messages. This may relieve symptoms. Please continue to test transactions and feedback to our support teams if you are seeing improvements or continued slowness. We are continuing to investigate and will update here again in an hour.

We're still seeing slowness when sending chip & pin payments to the Opayo terminal. Thank you for your patience as we continue to narrow down the cause of this issue. Please continue to send us your Box Office Logs and timestamps of exactly when you're experiencing the slowness. If you need support in sending these to us, please contact our Support Team.

We're aware and investigating reports that users are unable to print tickets in any form. An immediate fix for this will be to open the Box Office App, re-name any connected printers, perform a test print from the App, and then try again. We are investigating a complete fix for this and will update further here when we have more information. No other functions are affected currently.

Thanks to those of you that have indicated you are still having issues. We are running some further tests to see if there are different factors causing the issues with printing. For now we believe freshly re-registering the Box Office App and re-adding printers should allow you to print for now.

We've seen that system emails may not be sending. these will include new account, password reset, confirmation emails gift voucher purchases and scheduled reports as of around 2:30pm UTC. We're looking into the cause of this and will update here shortly.