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23-Emerald IV
June 24, 2021
Solved

PTC Technical Support eNews & Alerts

  • June 24, 2021
  • 3 replies
  • 7812 views

Has something changed with the daily support emails?  I haven't received any since last week Friday.  I just double checked and my subscription is still enabled and there is nothing in my spam or junk email folders.

 

TomU_0-1624576384194.png

 

Best answer by PeterCase

Hello @Marco_Tosin and @TomU ,

Our servers which run the crons which populate and execute the queues for these outbound mails were backed up. After seeing your post I contacted the systems team who restarted the services.

We're monitoring for ongoing stability at the moment, and other customers will also receive larger than expected notification digests, due to the gap.

Sorry for the inconvenience,

Peter.

3 replies

Marco Tosin
21-Topaz I
21-Topaz I
June 25, 2021

I received my last email monday.

Marco
Marco Tosin
21-Topaz I
21-Topaz I
June 25, 2021

Just received an email with 190 topics.

Marco
PeterCaseCommunity ManagerAnswer
Community Manager
June 25, 2021

Hello @Marco_Tosin and @TomU ,

Our servers which run the crons which populate and execute the queues for these outbound mails were backed up. After seeing your post I contacted the systems team who restarted the services.

We're monitoring for ongoing stability at the moment, and other customers will also receive larger than expected notification digests, due to the gap.

Sorry for the inconvenience,

Peter.

TomU23-Emerald IVAuthor
23-Emerald IV
June 25, 2021

I normally receive these support emails at 10 AM.  It's almost 11:30 and still nothing.  I'll let you know if/when they start appearing again.

23-Emerald III
August 11, 2021

Are the servers clogged again? The last one I received was on Monday.

Community Manager
August 11, 2021

Hi @BenLoosli and @TomU

This issue is on our side. We needed to temporarily suspend eNews and Alerts earlier today after discovering an issue with a job we ran last Friday which modified the "last updated" date on all articles.

Your first digest email after Friday would likely have contained 100s, possibly 1000s of inaccurate "article updated" notifications.

To protect the inboxes of subscribers who receive their digests today, tomorrow and Friday, we've stopped the outbound stream and aim to restore asap, once we've addressed the underlying data issue.

All customers who received an unexpectedly long list of updates will soon receive an email to explain. 

Thanks for your patience while we work on this, 

Peter.       

TomU23-Emerald IVAuthor
23-Emerald IV
August 25, 2021

For anyone else monitoring this, I did receive a full "eNews and Alerts" email today!  🙂