SnapEngage Service Status

Chat button not displayed on website

On October 7, 2019 / In / by Jerome Mouton

Resolved – Chat button not displayed on websiteAll systems are back to normal

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 assessment. This has been corrected on this final pass, and all widgets buttons are displaying properly now. 
October 7, 2019 – 7:13 AM MST – We have identified that there are still some client widgets which are impacted by this issue. We are researching further on how to identify these remaining widgets and resolve the missing chat button for them. In the meantime, if you are impacted, come chat with us and we can address the issue for your widgets on demand.
October 7, 2019 – 4:37 AM MST – We have been able to identify the impacted accounts, and address the button issues they were experiencing over the last couple of hours. If you are still having problems with the widget on your website, please contact us on chat or by email at [email protected]
October 7, 2019 – 2:30 AM MST – We are still working on a solution to correct the impacted widgets from our side. For the time being, please use the work-around: go in Settings > Style and hit Save, and the button and chat window will be back to working as normal.
October 7, 2019 – 1:30 AM MST – We have found that an update to the widget code loaded on the website is causing the button to stop being displayed on some client website. The work-around is to log in your admin dashboard, and go to Settings > Style tab, and hit Save on the bottom of the page. We are still researching the root cause and will post and update within an hour.
October 7, 2019 – 1:17 AM MST – Some users are experiencing the chat button on their website to no longer be displayed. We are investigating.

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 – 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

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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Chats not queuing when team is at maximum capacity

On / In / by Jerome Mouton

Resolved – Chats not queuing when team is at maximum capacity

December 24, 2018 10:21am MST – We have determined that the duration span of this issue was shorter than initially assessed. The issue started on Wednesday December 19th  at 8:06am MST and was fully resolved on Friday December 21st at 4:37am MST.
December 21, 2018 3:03pm MST – […]

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