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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
May 5, 2017
Solved

Subscription Emails Stopped - Suspend Delivery Box Checked

  • May 5, 2017
  • 1 reply
  • 12002 views

Peter Case‌,

Any idea what would be causing my subscription emails to get automatically suspended?  This is the second time in the last moth or so that I've stopped receiving messages only to see this when I start trying to figure out why:

I assure you, I never selected this preference.  Is this something a tech support engineer might have done?  (They should tell me if they did!)  Is there some automated process that might automatically turn this on?  As soon as I turn it off the emails start flowing again, but I hate losing a couple of days worth of messages before I realize they've stopped again.  Thanks.

Best answer by PeterCase

Hi Tom,

We've established the source of the problem. Issue is with a cron job which checks for active maintenance and suspends delivery if active=false. The LDAP service which holds this information was unavailable for part of the job on the night of the 6th Sept, and so delivery to yours, and several other accounts was inadvertently suspended.

Again, we're sorry for this inconvenience.

We're working on re-establishing delivery for all who were affected, and will improve our handling of a failure condition to "suspend the suspending" if a contingent service becomes unavailable.

1 reply

T
23-Emerald IV
TomU23-Emerald IVAuthor
23-Emerald IV
May 5, 2017

Before:

After turning it back on:

P
PeterCaseCommunity Manager
Community Manager
May 8, 2017

Hi Tom Uminn,

I've asked our systems team to provide a root cause.

Without your password, no member of TS would have been able to modify this setting, but there are is a cron job that runs each day to clean up no longer required notifications and I'm wondering whether there is some combination which could have triggered the rule to fire for you.

Checking your account, the only thing I can see that may have caused a glitch is the addition of "Performance Advisor for PTC ThingWorx" and the removal of the same setting for Integrity Performance Advisor, which happened last Thursday.

I'll share more once I have feedback from the team.

Thanks for reporting this and if other customers reading this were also impacted, please let us know in this thread.

Peter.

B
BillRyan16-Pearl
16-Pearl
August 29, 2017

Just found out mine was suspended too.  Pretty frustrating if nobody knows why this setting is changing for users. 

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