Support Update – Recent Advanced Mass Email Issues

Meridith Barryhill

Greetings from eTapestry Support!


We became aware of Advanced Mass Email performance issues at around 11:00am EST on Tuesday, January 31st, 2017. There were reports that email jobs were failing with the message “Read timed out” or “Connection reset.” Advanced Mass Emails are sent through a third party vendor called Delivra. We reached out to their support team and discovered that they were experiencing degraded service across their platform. This was in turn causing eTapestry Advanced Mass Email jobs to either end in failure or become extremely delayed. The standard Delivery report was also affected by these performance issues, as some users were unable to view their recent mailings and report on delivery statistics.


Our provider has confirmed today, Friday, February 3rd that they are back up to speed with sending emails and reporting. They had to work with their data center to resolve the issue and will be performing an in depth root cause analysis to figure out why this happened and how they can prevent a similar event in the future.


If you received an email indicating that your email job had failed you can rest assured that the email job did not send. You may attempt to send the email again at any time and you should not encounter this error. None of the emails that failed will count against your subscription limit. If you have any questions or concerns about this, please chat with support.


We truly apologize if your emails were delayed or if this caused any inconvenience. Communication with your constituents is a driving force for your mission and we understand how important it is that you have a reliable service to do that. We will continue to work closely with our vendor to ensure an event like this doesn’t happen again.


Thank you for your patience and understanding.


Meridith Bowlby

Product Support Lead - eTapestry