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

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Resolved – SnapEngage Administrators unable to access the dashboard, settings, analyticAll systems are back to normal

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 happen. If you are starting your day greeted with a server error page, please sign out using this link https://www.snapengage.com/signout (you might seen an error that you should ignore) and head back to https://snapengage.com to sign back in as you normally do. If you face any further issue, please chat with us.
March 25, 2020 – 3:43 AM MST – We are continuing to work with our cloud provider to have a complete solution. For the time being, please continue using the work-around. You can either for a sign out https://www.snapengage.com/signout (this might give you a server error some times which you can ignore) and then sign back in again https://www.snapengage.com/signin The impact seems limited to users who had an active session prior to the issue starting on our cloud provider platform.
March 25, 2020 – 1:55 AM MST – As a workaround, you can use an Incognito (Chrome) or Private (Firefox) window and sign in. The issue seems to be caused by session cookie management on the platform as a service we are using.
March 25, 2020 – 1:36 AM MST – Our investigation are still ongoing. We have opened a P1 ticket with Google Cloud, our platform provider to assist with the investigation. We will post an update in 30 mins.
March 25, 2020 – 0:21 AM MST – We are seeing that a large number of the attempts to access the SnapEngage admin dashboard, the configuration settings, the logs, the analytics, etc. giving a “server error” page. We are investigating. Please note that agents are able to access the SnapEngage Hub without issue at the normal URL https://www.snapengage.com/hub
Published March 25, 2020

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