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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.

 

Published September 15, 2020

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