This morning, a number of support questions were elevated from customers who observed abnormal performance from the Infusionsoft application. Specifically, longer loading times for doing functions involving contact records within the app. This will also add latency to logging into the app.
We can’t confirm, but estimate this to impact all users of Infusionsoft. We’ll have a better idea as we research the issue.
All other functions that do not relate specifically to updating contact records should be running well.
We do not have an ETA yet as we are still investigating the cause. Our systems team is analyzing all components of our application servers, components and databases to identify any potential causes for this.
We’ll keep this post updated with the progress of the situation. Please check back for updates. We apologize for any inconvenience this may have caused.
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UPDATES:
1:50 PM — Our systems team is still investigating the cause for the degraded performance. Earlier, we did narrow the scope down to anything that actively involves contact records (adds/updates/edits). We have also heard reports of emails being sent slowly; it appears to be related to the bandwidth provided to our MTAs. If you have an issue with this – please submit a support case with details, Batch ID and any additional details that will aid us in tracking this issue. Our support team is working to review these and communicate them with our systems team for swift resolution.
6:19 PM — Our systems team has identified the cause and has a proposed patch in the works. We are performing further testing before we deploy it to ensure system stability and reliability.
8:00 PM — We successfully deployed the patch after testing it for reliability that stabilized. This issue was *separate* from any issues with email delivery latency that many of you have commented on this post. This issue will be tracked separately. Thanks again for your patience and understanding as we worked through this technical matter.
{ 24 comments… read them below or add one }
Please update as to the status of email delivery times. Our users are complaining that emails sent several min ago have yet to arrive.
We're looking into it – as far as I know, the emails may be slowed down due to bandwidth, but they are sending out. I encourage you to open up a support case through the Fusebox so we can adequately track it and provide a more specific solution as it pertains to your account.
I have an email blast that has been sending for over 2 hours and now it says it will take more than another 5 hours to complete!
This is way beyond issues with being slow.
I opened up a support ticket on your behalf – if you go to the Fusebox and update it with more details such as the Batch ID, it will greatly help us in identifying the issue and resolving it quickly. To get the Batch ID, go to the Email Batch Status Report, find the broadcast and look in the address bar for the "ID=###" for the ID number.
It's now 3pm EST. Our blast, sent about 12:30pm EST, is showing as completed:
http://screencast.com/t/MmZhYmE1NGEt
But haven't seen a single copy hit an inbox yet.
The slowness of sending is troublesome… but the fact that the Infusionsoft system isn't reflecting reality is just as bad. If the email is hung up in a queue, just say so.
We've used other sending tools (iContact being our favorite) that crush Infusionsoft in the Sending A lot of Email All at Once department. Hoping you guys catch up soon.
I have opened up a support request on your behalf. If you can update your case in the Fusebox with your Batch ID, that will help us at diagnosing any issues that may have happened.
Yes we have been delayed all day, our customers missed trades and orders
Kevin,
Please submit a case on the Fusebox so our staff can properly troubleshoot this. Please include the Batch ID and the results so we can more adequately troubleshoot the issue further.
Thanks,
Joe
Any issue that goes beyond 24 hours is a black mark on your reputation. While you're charging me $2 for every extra thousand emails I send, I'm wondering what exactly I'm paying for when they don't go out.
Please work quickly and update with more information. Inform us.
Carlos,
We're working as quick as we can. We understand any issue no matter how small or large impacts the trust and reputation users have. If you have trouble with your app, you need to submit a support ticket so we can adequately track and resolve the issue for you.
I'm also keeping this blog updated with details as it progresses. Thanks for your feedback.
~joe
Carlos,
We're working as quick as we can. We understand any issue no matter how small or large impacts the trust and reputation users have. If you have trouble with your app, you need to submit a support ticket so we can adequately track and resolve the issue for you.
I'm also keeping this blog updated with details as it progresses. Thanks for your feedback.
~joe
Funny. I opened a case about an issue just like this last WEEK and have yet to receive a reply. Spoke to a sale rep at Infusion this morning who was also concerned about the lack of response from the support team to open customer emails about major issues like this.
How is it that we customer pay this much for Infusion and then get not only issues like this, but no response to our cases in the support portal?
This has got to improve. Please fix your infrastructure and respond to customer support cases about issues this critical.
Please email me your contact information – I couldn't get it from the comment email address. Our support team works hard to earn their 4.5/5 case ratings from customers and if you didn't have your case resolved or followed up on in a timely fashion, we need to know.
My email address is joseph.manna@infusionsoft.com.
I suggest creating a new case if you're having a new subset of issues and document the batch ID and an overview of the problem with details of whatever you know. This helps us more accurately assess and resolve the situation for you and other users.
Thanks,
Joe
I just want to say thank you for all your work. Reading these posts must be disheartening. I understand and share the frustration, but being in the technology business as well, I certainly understand that sometimes things happen beyond your control. Thank you for trying to resolve these issues and for keeping us updated. Much appreciated!
Thank you Andrea. I understand problems happen and nobody's perfect but it's about the communication and assurance that people are aware of the problem and working to resolve it. Your comments help us to continue to do this.
Many thanks,
Joe
Can you please give us an update on the email delivery. We postponed our bulk mailing because of all the issues but really need to send it out tonight. This is greatly affecting our productivity.
Jen,
This issue is being tracked separately. See this post for the latest on email delivery latency:
http://www.infusionsoftstatus.com/02/2010/email-d...
~joe
Just an update on our particular case. Our email blast referenced above finally started hitting inboxes in the real world about 3:20pm yesterday, 3 hours after sending.
Delivery to our several hundred thousand list took all afternoon and evening. We received the "Batch Email Complete: Wed Feb 10 01:06:38 EST 2010" as it says, at 1am EST. Many seemed to arrive well after 10pm EST.
I agree with the comment above about the cost of sending bulk email with Infusionsoft compared to the performance. It is by far your weakest area, and unless it improves, it may outweigh all the many advantages and powerful features you've built otherwise.
Joomlashack,
Thanks for the update. We recommend scheduling the email to go out at non-peak hours (for now) until we research this further. More details of the problem are found at:
http://www.infusionsoftstatus.com/02/2010/email-d...
~joe
Email broadcasts are not showing up as processing, they are showing as complete. However emails are not being delivered.
Just want to say thanks for all the hard work you guys are doing. Wish more people couild slow down occasionally and relax about things. I understand you guys are working hard. I see all the comments Joseph Manna is replying back to and he's doing it in a rather timely fashion and that should say a lot about the team and there hard work to get things on track.
Keep rockin it on Infusion Team.
Thank you! I empathize with how people are running a business here and need the transparency about the status of their systems they rely on. We rely on them, too. Thanks again for the compliments.
~joe
Thanks for your hard work and efforts! We really appreciate you everything you do! We rely on Infusionsoft for marketing and customer communications and are very satisfied with the product. Thanks for taking care of this system problem. That will help us keep on track with serving our customers' needs.
Thanks, Rick for the acknowledgment. We take pride in providing great customer service even in the face of challenge. Let us know if we can help any time.
~joe