SnapEngage Service Status


Issues with agents logging into the Hub

On September 15, 2020 / In / by jberasategui

September 16, 2020 –  12:22 AM MST – Google Cloud confirmed that the rollback has been completed, and they are no longer seeing the error from their production system logs anymore. Our SnapEngage clients who were affected by this issue can resume using the normal production platform at this point. Please contact our Support team if you are experiencing any issues.

September 15, 2020 –  11:03PM MST – Google Cloud has identified the issue on their end and is rolling back a change introduced a couple of days ago which is believe to be the root cause of this problem. They will send up us update in 2 hours from now (by September 16, 2020 – 1:00AM MST).

September 15, 2020 –  11:42AM MST – Google Cloud is still researching a possible network issue impacting some users accessing the Conversations Hub. We have put a workaround in place to allow users affected with this to bypass the Google Cloud point of presence when accessing SnapEngage. To use the workaround, you can sign in at https://www2.snapengage.com/signin (www2 instead of www). We will continue posting update here once we have more information from Google Cloud.

September 15, 2020 –  09:20AM MST – We are aware that some agents are experiencing issues when trying to log into the Conversations Hub, where they see a blank screen. We are investigating, and we are talking to our service provider Google Cloud to find a solution as soon as possible. We would also kindly ask you to come and chat with the Support team so we can get additional information such as the location of your agents, which may help us find a faster solution.

 

Access to the SnapEngage admin dashboard (visitor chat and chat agents unaffected)

On March 25, 2020 / In / by Jerome Mouton

Resolved – SnapEngage Administrators unable to access the dashboard, settings, analytic

March 25, 2020 – 9:09 AM MST – Google Cloud Support confirmed they have identified and addressed the issue causing the access these past hours. At this point, the random issue when navigating the admin dashboard, the settings, the stats, etc. will no longer […]

Read More

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 accounts

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 […]

Read More

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 […]

Read More

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 […]

Read More