SnapEngage Service Status

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, 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 (you might seen an error that you should ignore) and head back to 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 (this might give you a server error some times which you can ignore) and then sign back in again 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

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 […]

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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

Resolved – Connection Issues

March 12, 2019 – 11:59 PM MST –┬áThe 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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