Time: Nov. 18, 2020, 7:51 p.m.

Status: Postmortem

Update: DonorDrive experienced a platform issue beginning on Saturday November 7th at approximately 1:10 AM EST that persisted until 5:35 AM EST. This event impacted a large portion of traffic across the DonorDrive platform. The root cause has been determined to be a misconfiguration that artificially limited the amount of requests. DonorDrive identified and implemented a successful fix and the entire system was returned to full capacity. Any issues related to this incident have been resolved.

Time: Nov. 7, 2020, 1:26 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Nov. 7, 2020, 1:25 p.m.

Status: Monitoring

Update: We are continuing to monitor for any further issues.

Time: Nov. 7, 2020, 10:48 a.m.

Status: Monitoring

Update: We have implemented a fix for the issue that was causing site accessibility issues and are closely monitoring all DonorDrive site performance. We will post a postmortem once the situation is 100% resolved.

Time: Nov. 7, 2020, 8:21 a.m.

Status: Identified

Update: We've identified the cause of the intermittent site accessibility issues are are working on implementing a solution. Sites accessibility continues to improve. We will post another update here as soon as we have one.

Time: Nov. 7, 2020, 7:04 a.m.

Status: Investigating

Update: DonorDrive is currently investigating site accessibility issues. We will post an update as soon as we have one.

Time: Nov. 18, 2020, 7:51 p.m.

Status: Postmortem

Update: DonorDrive experienced a platform issue beginning on Saturday November 7th at approximately 1:10 AM EST that persisted until 5:35 AM EST. This event impacted a large portion of traffic across the DonorDrive platform. The root cause has been determined to be a misconfiguration that artificially limited the amount of requests. DonorDrive identified and implemented a successful fix and the entire system was returned to full capacity. Any issues related to this incident have been resolved.

Time: Nov. 7, 2020, 1:26 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Nov. 7, 2020, 1:25 p.m.

Status: Monitoring

Update: We are continuing to monitor for any further issues.

Time: Nov. 7, 2020, 10:48 a.m.

Status: Monitoring

Update: We have implemented a fix for the issue that was causing site accessibility issues and are closely monitoring all DonorDrive site performance. We will post a postmortem once the situation is 100% resolved.

Time: Nov. 7, 2020, 8:21 a.m.

Status: Identified

Update: We've identified the cause of the intermittent site accessibility issues are are working on implementing a solution. Sites accessibility continues to improve. We will post another update here as soon as we have one.

Time: Nov. 7, 2020, 7:04 a.m.

Status: Investigating

Update: DonorDrive is currently investigating site accessibility issues. We will post an update as soon as we have one.

Time: Sept. 18, 2020, 9:55 p.m.

Status: Resolved

Update: We have resolved the sync issues in instances between Facebook Fundraisers and DonorDrive Fundraising pages. Thank you for your patience on a resolution and do not hesitate to reach out to [email protected] if you have additional questions.

Time: Sept. 17, 2020, 8:47 p.m.

Status: Identified

Update: We are aware that a small percentage of Facebook Fundraisers are out of sync with DonorDrive Fundraising pages. Normally, re-syncing your Facebook Fundraiser from the DonorDrive Admin would solve the issue, however, for this small percentage, there is some manual work that needs to be done. We are currently working on getting everything matched up. We will post an update here as soon as we have one.

Time: Sept. 18, 2020, 9:55 p.m.

Status: Resolved

Update: We have resolved the sync issues in instances between Facebook Fundraisers and DonorDrive Fundraising pages. Thank you for your patience on a resolution and do not hesitate to reach out to [email protected] if you have additional questions.

Time: Sept. 17, 2020, 8:47 p.m.

Status: Identified

Update: We are aware that a small percentage of Facebook Fundraisers are out of sync with DonorDrive Fundraising pages. Normally, re-syncing your Facebook Fundraiser from the DonorDrive Admin would solve the issue, however, for this small percentage, there is some manual work that needs to be done. We are currently working on getting everything matched up. We will post an update here as soon as we have one.

Time: Sept. 18, 2020, 8:48 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Sept. 18, 2020, 8:47 p.m.

Status: Identified

Update: Our team has been working to resolve an unexpected issue that caused a delay in Triggered Notification emails (donation/registration thank you emails, etc.) between 1:37pm EST on Tuesday, September 8, 2020 and 9:03am EST on Wednesday, September 9, 2020. This same issue also required us to temporarily pause any Constituent Messages from being sent from the Fundraiser Portal. The full history of this issue can be found here on our status page. All email services are working as expected. What caused this issue?: - Constituent Messages sent from the Fundraiser Portal were being flagged as spam by recipients at a higher rate than usual. This was due to the content that some constituents were sending to a high number of recipients. These messages were automatically scanned by our anti-spam provider and scanned by our internal review team, which found the messages to be legitimate fundraising solicitations on behalf of clients, however our email service provider did not agree. - Our email service provider triggered our entire account for review because of these messages being flagged as spam. - The account review paused Triggered Notification emails between the times listed above and prevented Constituent Messages from being sent from the Fundraiser Portal. - Once Triggered Notification emails were resolved and sending again, our email service provider still required us to pause any Constituent Messages from being sent from the Fundraiser Portal until the account review was resolved. Going forward: We are required to limit the number of recipients per message sent from the Fundraiser Portal. Fundraisers may send a single message up to 100 recipients at a time. Messages containing 100 recipients will be flagged for manual review by our internal review team and delayed from being sent until the message can be verified as a legitimate fundraising solicitation. All messages will continue to be scanned automatically by a third party anti-spam provider and by our internal review team when required. We have implemented a redundant email service provider to mitigate these types of issues in the future. Status of all email services: - Constituent Messages can be sent from the Fundraiser Portal using the existing Compose a Message feature. Fundraisers to thank their donors and for team captains to message their team members. - Scheduled Messages continue sending as expected - Triggered Notifications (donation/registration thank you emails, etc.) continue sending as expected. - Email Campaigns were not impacted We understand the inconvenience this incident caused for you and your fundraisers. We are confident that the solutions we've implemented will mitigate these types of issues in the future. Thank you for your patience and partnership while we worked to resolve these issues. Please feel free to contact our Support team through the DonorDrive Support Portal if you have any additional questions.

Time: Sept. 18, 2020, 6:54 p.m.

Status: Identified

Update: Our team has been working to resolve an unexpected issue that caused a delay in Triggered Notification emails (donation/registration thank you emails, etc.) between 1:37pm EST on Tuesday, September 8, 2020 and 9:03am EST on Wednesday, September 9, 2020. This same issue also required us to temporarily pause any Constituent Messages from being sent from the Fundraiser Portal. We are actively releasing a resolution that will restore the ability to send Constituent Messages from the Fundraiser Portal. We will provide a full after-action report on these issues once the resolution is live. Status of all email services: Constituent Messages are paused and the resolution will be live today. Triggered Messages continue sending as expected Scheduled Messages continue sending as expected Email Campaigns were not impacted

Time: Sept. 15, 2020, 5:43 p.m.

Status: Identified

Update: Please see below for the latest update regarding Constituent Messages sent from the Fundraiser Portal. Due to an unexpected issue with our email service provider that occurred on September 8th (details here), Constituent Messages remain paused while our team continues working around the clock to get a solution in place by September 18th. We are on track to meet this commitment. As a reminder, here is the current status on all email services. - Constituent Messages sent from the Fundraiser Portal are still paused. The ability to compose messages in the Fundraiser Portal is temporarily paused while we work to resolve an issue with our email service provider. We added messaging stating that this feature is paused. Constituents can still share fundraising pages to social media platforms (Facebook, Twitter, LinkedIn, SMS) using the sharing features in the Fundraiser Portal and on fundraising pages. The existing Compose a Message feature set will be restored to function as it always has by September 18th at the latest. This will also restore the ability for fundraisers to thank their donors and for team captains to message their team members. - Scheduled Messages continue sending as expected. In order to mitigate delayed sends in the future, a redundant solution to our current email provider will be added by October 5th, 2020. We are on track to meet this commitment and we will provide an update once this is fully operational. - Triggered Notifications continue sending as expected. - Email Campaigns were not impacted. Thank you for your patience as we work to put these solutions in place.

Time: Sept. 11, 2020, 8:32 p.m.

Status: Identified

Update: We have temporarily disabled the ability to compose messages in the Fundraiser Portal and added messaging stating that this feature is paused. Constituents can still share fundraising pages to social media platforms (Facebook, Twitter, LinkedIn, SMS) using the sharing features in the Fundraiser Portal and on fundraising pages. The existing Compose a Message feature set in the Fundraiser Portal will be restored to function as it always has by September 18th at the latest. This will also restore the ability for fundraisers to thank their donors and for team captains to message their team members. Note: Scheduled Messages were restored with our current email provider on Thursday, September 10th and are sending as expected. In order to mitigate delayed sends in the future, a redundant solution to our current email provider will be added by October 5th, 2020. We will provide an update once this is fully operational. Triggered Notifications (donation/registration thank you emails, etc.) were restored at 9:03am EST on Wednesday, September 9, 2020. Triggered Notifications continue sending as expected. Email Campaigns sent from the Email tab in the DonorDrive admin are not impacted.

Time: Sept. 10, 2020, 6:39 p.m.

Status: Identified

Update: Scheduled Notifications in DonorDrive have been restored with our current email provider. 

Constituent Messages sent from the Fundraiser Portal are still paused.
 Scheduled Messages that were configured to send on Wednesday, September 9th were sent. Scheduled Messages configured to be sent on Thursday, September 10th and after that date will be sent.

 In order to mitigate delayed sends in the future, a redundant solution to our current email provider will be added. We will provide an update once this is fully operational.

 Messaging in the DonorDrive admin stating Scheduled Messages are paused will be removed.

 We have temporarily disabled the ability to compose messages in the Fundraiser Portal and added messaging stating that this feature is paused. Constituents can still share fundraising pages to social media platforms (Facebook, Twitter, LinkedIn, SMS) using the sharing features in the Fundraiser Portal and on fundraising pages.

 We are working on changes to the Fundraiser Portal that will enable constituents to access suggested fundraising messages that admins create (example: Ask a Friend to Donate) and send them through their native email apps (example: Outlook, Gmail app, Apple Mail app).  
 Note: Triggered Notifications (donation/registration thank you emails, etc.) were delayed starting on Tuesday, September 8th at 1:37pm and were restored at 9:03am EST on Wednesday, September 9, 2020. Triggered Notifications continue sending as expected. Email Campaigns sent from the Email tab in the DonorDrive admin were not impacted.

Time: Sept. 9, 2020, 9:28 p.m.

Status: Identified

Update: The following email sends from DonorDrive were delayed starting at 1:37pm EST on Tuesday, September 8, 2020 and are still not being sent. This impacts: Scheduled Messages configured to send after Wednesday, September 9, 2020. We have added messaging in the DonorDrive admin stating that Scheduled Messages are paused. Constituent messages sent from the Fundraiser Portal. We have temporarily disabled the ability to compose messages in the Fundraiser Portal and added messaging stating that this feature is paused. Constituents can still share fundraising pages to social media platforms (Facebook, Twitter, LinkedIn, SMS) using the sharing features in the Fundraiser Portal and on fundraising pages. Note: Scheduled Messages that were configured to send on Wednesday, September 9, 2020 were sent. Triggered Notifications (donation/registration thank you emails, etc.) were restored at 9:03am EST on Wednesday, September 9, 2020 and are sending as expected. Email Campaigns sent from the Email tab in the DonorDrive admin are not impacted. We are working as quickly as possible to restore service to Scheduled Messages and Constituent Messages in the Fundraiser Portal. We will provide another update as soon as one is available.

Time: Sept. 9, 2020, 5:01 p.m.

Status: Identified

Update: The following email sends from DonorDrive were delayed starting at 1:37pm EST on Tuesday, September 8th and are still not being sent. This impacts: Scheduled Messages (configured to send after Wednesday, September 9, 2020) Constituent messages sent from the Fundraiser Portal Note: Scheduled Messages that were configured to send on Wednesday, September 9, 2020 were sent Triggered Notifications (donation/registration thank you emails, etc.) were restored at 9:03am EST on Wednesday, September 9, 2020 and are sending as expected. Email Campaigns sent from the Email tab in the DonorDrive admin are not impacted. We are working as quickly as possible to resolve this issue. We will provide another update as soon as one is available.

Time: Sept. 9, 2020, 1:52 p.m.

Status: Identified

Update: Between 1:37pm EST on Tuesday, September 8, 2020 and 9:03am EST on Wednesday, September 9, 2020, Triggered Notifications from DonorDrive were delayed. The following impacted email services have been restored: Triggered Notifications (donation/registration thank you emails, etc.) Emails from the DonorDrive Support portal No Triggered Notification messages were lost. Any Triggered Notifications that were delayed will be sent. The following email sends from DonorDrive were paused at 1:37pm EST on Tuesday, September 8th and are still paused. This impacts: Scheduled Messages Constituent messages sent from the Fundraiser Portal Email Campaigns sent from the Email tab in the DonorDrive admin are not impacted. We are working as quickly as possible to resolve this issue. We will provide an update as soon as one is available.

Time: Sept. 9, 2020, 1:26 a.m.

Status: Identified

Update: As of 1:37pm EST on Tuesday, September 8, 2020, all transactional email sends from DonorDrive have been paused by our transactional email service provider, MailChimp. This impacts: Triggered Notifications Scheduled Messages Constituent messages sent from the Fundraiser Portal Impacted email sends have been paused and have not been lost. Once service is restored, email sends will resume. Please note this does not impact Email Campaigns sent from the Email tab in the DonorDrive admin. DonorDrive is in contact with MailChimp and working with their team to resolve this issue. We will provide an update as soon as one is available.

Time: Sept. 8, 2020, 9:45 p.m.

Status: Identified

Update: We are continuing to work on a fix for the issue impacting triggered and scheduled email sends from DonorDrive. We will provide another update soon.

Time: Sept. 8, 2020, 5:37 p.m.

Status: Identified

Update: An issue impacting triggered and scheduled email sends within DonorDrive has been identified. You may see a delay in sends and we will provide an update shortly.