We continue to see our delivery of emails improve. Please review your messages sent today and you should see that deliverability returned to expected results.
We will continue to keep any cases submitted on this issue open as we monitor the situation. An unrelated issue was discovered yesterday by our development team, that caused a subset of emails to not attempt for some messages.
This affected email delivery only; phone and SMS delivered as expected. This appears in message tracking as “The Message Delivery Not Yet Being Completed”.
This issue is now resolved, and message delivery is once again working as expected. Any emails that did not deliver yesterday will need to be manually resent.
If you have any questions or need assistance, please reach out to Support.
Posted Jan 30, 2023 - 13:33 EST
Monitoring
As you may know, maintenance conducted by Anthology (without notice to the Finalsite team) on January 20 caused emails sent using the Mass Communications system to be temporarily flagged as spam for certain email providers.
This issue has since been resolved. Unfortunately, in such circumstances, it does take some time to repair the reputation of our servers. While we are no longer being blocked as “spam”, some providers are deferring delivery of email due to this reputation impact. These messages will be delivered, but with a delay. This can be as short as a few hours or as long as a couple of days, depending on the provider. We are unable to provide exact timing of the delay for each recipient, as this delay is at the discretion of the recipient's email provider.
While this will improve over time, our team continues to actively work towards resolving this reputation issue. If you are seeing that your emails are “deferred” know that they will be delivered, however with a delay. Attempting to re-send these messages will not expedite the delivery.
We have worked with Anthology to ensure another instance such as this does not occur again while we continue our migration to Finalsite infrastructure.