Higher Logic incident
Higher Logic Thrive Marketing - some emails are not delivering
Resolved after 1 hour 9 minutes, affecting Marketing Enterprise (Real Magnet) and Marketing Professional (Informz), on March 7, 2025.
**Root Cause:** We did a major version upgrade to our Mailer servers during our Q1 Quarterly Maintenance cycle. During the final steps of this process, we missed a key step in our documented procedure. This left the mailer services running on a temporary license which expired on 03/7/2025. **Corrective Actions:** We are doing additional training and adding a peer review step into the process.
Affected components
Update timeline
- investigating Mar 07, 2025, 12:46 PM UTC
We are currently investigating this issue and will provide an update as soon as additional information is available.
- resolved Mar 07, 2025, 01:55 PM UTC
The server error has been corrected and the issue has been resolved. Any messages showing they went to 0 contacts will need to be copied and resent.
- postmortem Mar 11, 2025, 01:57 PM UTC
**Root Cause:** We did a major version upgrade to our Mailer servers during our Q1 Quarterly Maintenance cycle. During the final steps of this process, we missed a key step in our documented procedure. This left the mailer services running on a temporary license which expired on 03/7/2025. **Corrective Actions:** We are doing additional training and adding a peer review step into the process.
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