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**Update**

16:33 EDT

The backlog of email batches has now cleared and email services are running at optimal speeds.

 

**Update**

15:18 EDT

The backlog of email batches has now decreased and email services are nearly running at optimal speeds.

 

We are currently experiencing a backlog of batch sends. The latency is approximately 30 minutes.

**Update**

12:19 EDT

 

Batch compiling taking a longer than usual time to compile. We are investigating this issue currently and will update as we discover more.

 

 

**Update**

9:32 EDT

The hanging batch wizard issue has been resolved. Batches will deploy as expected now. Issue of root cause to follow.

 

 

The email batch wizard in E9 is hanging at step 2 and does not complete. We are currently investigating this issue and will update this thread as details become available.

**UPDATE**

12:00 EDT

This issue would have caused any non-secure links to s###.t.en25.com(this includes form submissions and visitor tracking) to fail intermittently and as a result would have been lost. These would NOT be recoverable. Not all clicks or submissions during this time would have failed, only a small percentage.

 

**UPDATE**

11:18 EDT

 

Due to a config issue that occurred starting at 10:27 non-branded/non-secure app links were failing. This has been resolved as of 11:10 EDT and we are undergoing an investigation to determine the impact. updates to follow.

 

We are currently experiencing an issue with non-branded / non secure application links. These links include the view this email online link and form submissions. We are currently investigating this issue and will provide updates as they become available.

**Update**

9/12/12 6:30 pm EDT

 

As an update to the earlier post on performance issues, we have implemented a fix, and will be continuously monitoring and optimizing the system over the next few days.  We apologize for any impact on using the application.


 

**UPDATE**

17:30 EDT

 

The Eloqua Application is stil experiencing intermittent slowness. We are working to resolve this issue as quickly as possible. Updates to follow.

 

16:30

 

We are experiencing slowness in the application and are actively looking into it. Updates to follow.

**Update**

9/14/12 8:30 pm EDT

 

We have been monitoring performance throughout the day, and have verified that performance levels are back to normal.  We will provide an update if this changes at any time.  Thanks again for working with us during the issues this week, we appreciate the continued support.

 

 

**Update**

9/13/12 6:25 pm EDT

 

After implementing the two enhancements earlier this afternoon, we have seen a definite performance improvement.  We will continue to monitor and provide updates if any more issues arise.  Thanks again for working with us through these issues.

 

 

 

**Update**

9/13/12 3:50 pm EDT

 

We have implemented a prioritization of backend services resources to improve performance.  Also, we have accelerated some additional web service capacity and will be implementing that within the hour.  We expect both of these activities to improve performance.

 

 

 

**Update**

9/12/12 6:30 pm EDT


As an update to the earlier post on performance issues, we have implemented a fix, and will be continuously monitoring and optimizing the system over the next few days.  We apologize for any impact on using the application.

 

 

 

**Update**

9/12/12 12:45 pm EDT

 

This is a system update that we are experiencing slower than expected application performance today.  We are investigating the issue, and will provide regular updates.

**Update**

12:18 EDT

In order to clear the cache please see the below link to WikiHow and choose the instructions for your particular browser for screenshots of how to action the clearing of your cache.

 

How to Clear Your Browser's Cookies (Windows or Mac) - wikiHow

 

**Update**

11:18 EDT

Performance issues should now be resolved. Should you still receive errors or should pop-ups not work please flush your cache and restart your browser. If you are still experiencing performance issues after following the latter prescribed steps, please contact support with details so we can further investigate any potentially lingering issues. Root cause and further info to follow.

 

**Update**

11:18 EDT

We are still actively working to resolve this issue that now at times will cause an Eloqua Security Error to be returned. Update on resolution and root cause to be forthcoming.

 

**Update**

10:53 EDT

Intermittent performance degradation. Eloqua is currently working on identifying the root cause and resolution. Updates to follow.

 

 

Potential system slowness occurring. We are actively investigating this issue. Updates to follow.

**UPDATE**

9:40 p.m. EDT

 

 

Incident Description

Eloqua deployed release 2012-R3 during a planned maintenance window on September 9 from 5:00AM to 11:00AM EDT.  After the release, some customers advised us that some of their contacts were receiving again emails that were previously sent, with some emails being re-sent several times over the course of a few hours.


Duration of incident: Sept 9 11:00AM EDT to Sept 10 11:00AM EDT

 

 

Incident Root Cause

Based on our investigation, we have determined the following:

    1. This software defect was introduced during the R3 release as part of a project to improve the scalability and performance of segment and recipient creation.
    2. The defect caused segment members (contacts) to be added to an active Campaign, when in fact the contacts were either already in the Campaign, or had previously run through it and should not have re-entered.
    3. As a result of re-entering the Campaign, if the Campaign contained an email-send step that specifically allowed resending of an email, then the email would have been re-sent, resulting in duplicated emails.  In addition, other Campaign steps would have also executed, such as “Cloud Connectors”, “Add To Program” and “Add to Campaign”.

 

Corrective Action

      1. The root cause of the bug was addressed via a code change.
      2. Customer impact was minimized by removing duplicate Campaign members from affected campaigns.
      3. Campaign automation QA test coverage will be corrected to ensure that this specific scenario cannot re-occur.
      4. Our development team will improve unit and integration tests in our workflow engine to catch these types of scenarios.

 

 

 

**UPDATE**

11:50 a.m. EDT

 

Campaign Services were resumed at approximately 11:30 AM EDT.

 

 

 

**UPDATE**

11:05 a.m. EDT

 

We are now in the process of deploying the resolution for this issue to the Eloqua platform.  Before restarting Campaign Services, we need to take some additional time to ensure that there are no contacts queued up to receive emails that they shouldn't.  Once the services are restarted, processing will begin again, and normal operation is expected to resume by 11:30 AM EDT.

 

 

 

**UPDATE**

10:20 a.m. EDT

 

A configuration issue with Eloqua's campaign automation services is causing unexpected behavior for campaigns that have their emails set to be allowed to be resent.  There is the potential for contacts that should not be resent an email to have it sent to them again should the automation flow allow them to be re-entered into the campaign.  In order to properly address this issue we are briefly pausing Campaign Services until approximately 10:30 ET.  While these services are paused any campaign actions such as email sends will be queued.  We will update this post as soon as services are re-enabled.  Thank you for your patience.

**UPDATE**

10:15 a.m. EDT

 

As a result of some additional security measures built into the Eloqua platform as part of the 2012 R3 release, clients may have experienced difficulties logging into the platform from Sunday, midday EDT, until approximately Monday, 8 AM EDT.  In particular, this was affecting clients in Asia Pacific, Europe and any users accessing the platform via a Satellite Provider or an anonymous network proxy where the country of origin could not be determined.

Resolved: Severity 2 Issue - Form submissions offline.


The 2012 R3 release was rolled out today with the maintenance period officially running from 5:00 AM ET to 11:00 AM ET.  At 11:00 AM ET, form submissions remained offline due to a configuration issue and anyone submitting a form received a standard submission error message.


The issue was resolved at 11:26 AM ET.

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