Our Engineering Teams will perform upgrades on our production databases on Wednesday, February 18th at 8:00pm, Central.
This window is expected to last 2 hours, and customers may experience issues with integrations during that time. We will also post an update once the maintenance window has ended.
Emma Support will close at 4pm (CST) on Friday, February 13th and remain closed through Monday, February 16h for President's Day.
During this time, our teams will also perform a series of updates to our support ticketing systems--which is expected to impact case ticket routing, handling, and email reply routing for Emma Support cases. This will not impact the Emma application itself.
Because of that expected downtime, we ask that customers wait until we return to our normal business hours on Tuesday, February 17th to reach out to our team, and to utilize our available resources on our SUPPORT HUB until then.
We will provide reminders and updates before we close for that weekend.
Thank you for your understanding!
The scheduled maintenance is complete.
We are receiving numerous reports of Phishing Emails pretending to be Emma discussing Service and Access Interruption.
To confirm, it's safe to disregard these types of emails. If you or other recipients from your team did click on the phishing links, we'd advise these steps to ensure their account is protected...
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Required next steps for users on the account:
- Reset mailbox password on email accounts using at least a 15 character password.
- After the mailbox passwords have been reset, reset individual user, Emma passwords here using a 15 character password:
https://app.e2ma.net/app2/login/
- Install a two-factor (2FA) authenticator app on their smartphone; We recommend using an authenticator app such as the Google Authenticator app because it's more secure, and our instructions are for that app, available here:
https://help.myemma.com/s/article/Two-factor-authentication
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For more on account security see this resource:
https://myemma.com/trust/myaccount
Otherwise, we do ask that you monitor your account for fraudulent activity, and please let us know if you note any suspicious activity.
We've received reports of intermittent login issues and our teams are currently investigating. Stay tuned for updates.
We've discovered the issue stems from service degradation that's currently being reported by Microsoft. Their status page can be accessed here.
Until they've resolved this incident, users receiving mail from Emma via a Microsoft hosted domain may experience delivery delays. This applies to One-time Verification emails and campaign sends.
Microsoft has updated their "current status" to state that they have implemented additional actions to restore their infrastructure to a healthy state, and to direct traffic in a way to continue aiding in recovery.
For the time being, we will continue to monitor our systems, and we will provide an update as soon as possible.
We are moving this incident to resolved, as Emma systems and services are not impacted by the Microsoft incident directly.
Since Microsoft 365 services have not been fully restored/caught up at this time, please follow the status on their STATUS PAGE should you continue to experience intermittent issues.
Our Engineering Teams will perform upgrades on our Exports production database on Wednesday, November 19th at 7:30pm, Central.
This window is expected to last 1 hours, and customers may experience downtime of ~5 minutes affecting exports and campaigns. During the downtime, exports (both in-app and via our public API will be unavailable) and campaign sending may be delayed.
At the end of the maintenance window, any affected campaigns will resume sending and exports functionality will return. We will also post an update when the maintenance window ends.
The maintenance is completed.
Our Engineering Teams will perform upgrades on our production databases on Wednesday, November 12th at 8:00pm, Central.
This window is expected to last 2 hours, and customers may experience issues with integrations during that time. We will also post an update once the maintenance window has ended.
This scheduled maintenance is complete.
The chatbot on the Emma Support Hub is experiencing degraded performance as a result of a third party system incident.
Should you need to reach the Emma Support Team, you can call 888-493-2525. Stay tuned for updates.
Our third party service provider has implemented a fix, and we are now monitoring. The chatbot may still experience intermittent performance degradation. Stay tuned for updates.
This has been resolved.
Our Engineering Teams will perform upgrades on our production databases on Thursday, October 23rd at 7:30pm, CDT.
This window is expected to last 2.5 hours, and customers will experience delays with all campaign sending during this window. We will also post updates when the maintenance window has ended.
This scheduled maintenance is complete.
All inbound and outbound service to Emma Support is unavailable at this time due to our VoIP vender being affected by AWS outages in the US/Canada.
To reach the support team, please submit a webform case through our GET SUPPORT option on our SUPPORT HUB.
Due to AWS outages in US/Canada affecting our databases, we are now seeing intermittent issues with Response Data collection and display within the app, including updating account Dashboards.
We are also seeing lagging with some of our AUDIENCE CONNECT services (such as Audience Sharing) during this time.
Emma Phone Support continues to be down through our VoIP vendor, and our webform support option through our chatbot is degraded/intermittently failing.
We've updated the incident information to reflect all of the above. We will also provide an update as soon as possible.
We are still experiencing intermittent issues due to AWS outages.
We will provide an update as soon as possible.
Due to the continued AWS outages, we are still seeing all areas of Emma showing degraded performance. This includes issues logging in, navigation/loading, etc.
We will continue to provide updates when we can.
While we are still seeing intermittent issues across all parts of the platform, AWS has started notifying customers that they are seeing recovery on their end.
We will watch for further updates before we move to a state of monitoring app recovery and improvements, etc.
AWS has updated their status page to indicate they expect the backlog of all requests through their servers to process fully within the next two hours. Separately, we are seeing fewer issues within our application.
Out of an overabundance of caution, we will continue to monitor things.
AWS issues and the aftereffects on our third-party vendors and our systems is now resolved.
Our Engineering Teams will perform upgrades on our production databases on Thursday, October 16th at 7:30pm, CDT.
This window is expected to last 2.5 hours, and customers will experience delays with all campaign sending during this window. We will also post updates when the maintenance window has ended.
The scheduled maintenance is complete.
