SnapEngage Service Status

SnapEngage EU (European hosted only) service outage

On October 8, 2019 / In / by Jerome Mouton

Resolved – SnapEngage EU outage – only impact clients on European hosted accountsAll systems are back to normal

October 8, 2019 – 3:51 AM MST – Google Cloud confirmed that the outage impacting the Europe West region has been partially resolved. We are confirming that all the SnapEngage EU hosted clients are back online. All SnapEngage resellers hosted in Europe have been as well back online for about 20 minutes already. We are very sorry for the impact this Google Cloud technical outage had on our European hosted clients. We are working with Google Cloud to understand why the fail over another data center zone of the European West region data center did not happen as expected. If you have any questions or are still experiencing issues, please chat with us or email us at
October 8, 2019 – 3:14 AM MST – The Google Cloud outage has unfortunately expanded to the European hosted SnapEngage instance, starting 2 minutes ago at 3:12 AM MST. A Priority 1 ticket has been opened with Google for this outage having extended to the SnapEngage EU platform, and Google Cloud confirmed they are still working on mitigating a technical outage their Europe West data center.
October 8, 2019 – 1:05 AM MST – Google Cloud is currently experiencing some technical issues (elevated error rate and latency) in their Europe West data center. This is currently not impacted SnapEngage, but a few European hosted SnapEngage resellers are currently experiencing technical issues. We have opened a Priority 1 ticket for each impacted reseller, and we are communicating with them direct. At this time, there is no impact on the SnapEngage EU offering, but we are monitoring.

Chat button not displayed on website

On October 7, 2019 / In / by Jerome Mouton

Resolved – Chat button not displayed on website

October 7, 2019 – 8:22 AM MST – The impact on some client widgets is assessed to be fully corrected now. We were able to identify some remaining clients who had no usage in the last few days which had unfortunately not been considered by our impact […]

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Authorization errors

On June 26, 2019 / In / by Jerome Mouton

Resolved – Authorization errors

June 26, 2019 – 6:13 AM MST – The issues causing some users to receive HTTP/403 Unauthorized errors has been fully addressed. Our monitoring shows there is no such error anymore. We are sorry for the short period of degraded service. A system configuration change was pushed with a version […]

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Connection issues

On March 13, 2019 / In / by leor

Resolved – Connection Issues

March 12, 2019 – 11:59 PM MST – The issues have been fixed and the systems are recovering. Agents should be able to log into the Hub or Chat Portal without issues now, however if you are still having problems logging in, please try again in 10 mins. You can also let us […]

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File transfer issue

On December 21, 2018 / In / by leor

Resolved – File Transfer issues


Dec 21, 2018 1:14 PM EST: The issue has been fully resolved. We appreciate your patience and please reach out to our support team if you experience this issue. Email Us
Dec 21, 2018 11:07 AM EST: Update from Google Cloud. The issue is only affecting 1% of requests. File transfers should be […]

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