Incident:
Email Server Connection issue - error message presented " Error - Value cannot be null. Parameter name: source"
Date:
26/05/2023
Description:
Investigation:
This has been concluded and the issue resolved
Remedial work:
The development team are working to re-establish Email Server Connections as a matter of priority.
Any other impacts:
Where an Email Server Connection becomes unconnected, email-based items such as Acknowledgements, Email-based Trigger actions, and Task Notifications can not be sent.
Any Autoations and Journeys to 3rd Party marketing solutions are not affected - i.e. DotDigital and Mailchimp.
Email Acknowldgements: Where emails are unable to be sent, these will 'pool' under the Financial > Acknowledgements area where they can be sent either individually or in bulk.
There is a section for email acknowledgements and one for RPI acknowldgements.
Triggers and Tasks: As these are items that are single actions only, these can not be resent.
There is a Log of Triggers - failed items will be identified by a red exclamation mark.
The Supporter details can be located by expanding the log entry.
These items will need to be sent manually from the Supporter Timeline.
Time to resolution:
We hope to have this resolved as soon as possible. This article will be kept updated and dates/times detailed.
Update: Issue fully resolved
Current items being actioned:
26/05/2023 as of 9.15am: Issue identified with Gmail and Office365 email connections and escalated for deeper investigation.
26/05/2023 as of 10 am: Investigations regarding connectivity still proceeding
26/05/2023 as of 11 am: Investigations regarding connectivity still proceeding
26/05/2023 as of 11.15 am: Investigations regarding connectivity concluded and resolution completed and tested.
26/05/2023 as of 11.30 am: Deployment to Live Donorfy is being compiled and set for release.
26/05/2023 as of 12.05 am: Deployment to Live Donorfy Completed
Email Server Connection and sending of emails tested in Live and confirmed as now working.
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