Clarabridge Engage System Status
All Systems Operational

About This Site

This is the status page where we communicate about performance and stability incidents for the Clarabridge Engage product (includes app.engagor.com, us.engagor.com, api.engagor.com).

To contact our support team, please reach out via our Live Chat or support@engagor.com.

app.engagor.com ? Operational
Web Interface ? Operational
API ? Operational
Data Sources ? Operational
us.engagor.com ? Operational
Web Interface ? Operational
API ? Operational
Data Sources ? Operational
Mentions Environment ? Operational
app.engagor.com - Mentions 1 Operational
app.engagor.com - Mentions 2 Operational
app.engagor.com - Mentions 3 Operational
app.engagor.com - Mentions 4 Operational
app.engagor.com - Mentions 5 Operational
us.engagor.com - Mentions 1 Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Jul 16, 2019

No incidents reported today.

Jul 15, 2019

No incidents reported.

Jul 14, 2019
Resolved - After having monitored this continuously, we are no seeing an abnormal amount of these errors being returned by Twitter which indicated intermittent issues with replying to DM's. We therefore consider this incident fully resolved.
Jul 14, 13:36 CEST
Update - We are seeing the error rate dropped to normal levels again, hence customers should no longer notice this anymore. We will continue to monitor a bit longer.
Jul 12, 23:56 CEST
Update - We are still seeing these errors being returned by Twitter at the moment. So users could still notice intermittent issues with replying to Direct Messages. We continue to monitor this further and will share updates as they become available.
Jul 12, 19:13 CEST
Monitoring - We are seeing the errors returned by Twitter are decreasing, so you should already notice improvement in this department. We are continuing to monitor the situation further. We thank you for your patience!
Jul 12, 17:58 CEST
Investigating - We are receiving reports where users are intermittently unable to respond to Twitter Direct Messages from within Engage. Upon trying to do so, they are seeing an error message indicating that they cannot reply to this user as they are not following you. Our Engineering team is investigating this, and can see an abnormal increase of this error message in the past hour. As this error is coming directly from Twitter itself, it is very likely that this is still an outlier of Twitter's outage yesterday which is still not marked as resolved. We are investigating further and will keep you posted via this incident.
Jul 12, 17:06 CEST
Jul 13, 2019

No incidents reported.

Jul 12, 2019
Resolved - This incident has been resolved.
Jul 12, 17:00 CEST
Monitoring - We are happy to announce that we have finished working on the updates required to pull in Unpublished posts again!

As mentioned earlier this situation was caused by a bug on Facebook's end. After close communication with their team, they suggested an alternative method of crawling these types of posts and their engagement. Unfortunately this required significant development work from our end, hence why this took a while for us to implement. We have given this work priority over all other work though, and are now ready to put this live for all accounts in the coming hour. You will then see that current running ads, and their comments are coming into Engage again.

We thank you for the extended patience while we worked on this, and apologize for the impact this caused on your operations.
Jul 11, 09:49 CEST
Identified - UPDATE: We are currently in constant communication with our internal points of contact in Facebook. We will keep you informed on any further information. Thanks again for bearing with us in this situation.
Jul 1, 14:54 CEST
Investigating - UPDATE: We are currently in constant communication with our internal points of contact in Facebook. We will keep you informed on any further information. Thanks again for bearing with us in this situation.
Jul 1, 14:36 CEST
Identified - We are currently seeing Facebook errors during the crawling of Facebook Unpublished Posts for various, but not all Clarabridge Engage accounts. These errors started on the 1st of June and are still occurring on a regular basis. As a direct effect it’s possible that Facebook Ads (and the comments made on them) created since the 1st of June are not showing in your inbox.

Comments made on Unpublished Posts created before the 1st of June will not be affected by these errors.

These errors are part of a bigger problem on Facebooks side of which they are not very vocal about. We are now in direct contact with their team, urging the importance of having this problem fixed as soon as possible.

We want to apologize for any inconvenience this may cause for your account.
Jun 13, 16:00 CEST
Resolved - Twitter confirmed the outage on their status page and the situation has stabilized in the past few hours. Our system has caught up on the delays and Twitter posting via Engage is fully operational again now. We are therefore considering this incident as resolved. If you would have additional questions, please contact support@engagor.com or talk to us via the Live Help.
Jul 12, 09:14 CEST
Update - Twitter has identified the outage, which was due to an internal configuration change, which they're now fixing. While they are working on this you might still notice delayed incoming data, and that twitter related functionality is not working in Engage.
Jul 11, 23:03 CEST
Update - Twitter has confirmed the issues, and is looking into addressing them: https://status.io/pages/incident/564314ae3309c22c3b0002fa/5d2786d7d1fca743f20be3f3. We will continue to monitor this further and share updates as they become available.
Jul 11, 21:35 CEST
Identified - Twitter API is unreachable at this time. We are awaiting official confirmation of this issue on their status page. Due to the outage of the Twitter API you will not see new tweets roll in to Engage, nor will you be able to reply on Twitter for as long as their service is unavailable. We will update this incident as soon as we know more. Thanks for your patience.
Jul 11, 21:13 CEST
Jul 10, 2019

No incidents reported.

Jul 9, 2019

No incidents reported.

Jul 8, 2019

No incidents reported.

Jul 7, 2019

No incidents reported.

Jul 6, 2019

No incidents reported.

Jul 5, 2019

No incidents reported.

Jul 4, 2019
Resolved - In the past few hours we have not seen these issues appear anymore, hence we are considering this as resolved. Facebook has also confirmed the incident as resolved on https://developers.facebook.com/status/issues/343373056594853/. Images are loading as usual in Engagor as well as on the native platforms (Facebook, Instagram, Whatsapp).
Jul 4, 09:50 CEST
Update - In addition to the beforementioned issues we are also seeing that Whatsapp (owned by Facebook) messages with an image are also not arriving in Engage at the moment. Regular Whatsapp messages without an image are still coming in as usual. We are also monitoring this further, and will post updates as they come along.
Jul 3, 18:09 CEST
Identified - It appears Facebook & Instagram are having issues at the moment with loading images and attachments. This is having an impact on some functionality in Engage as well. Refreshing or viewing images on such mentions currently doesn't work, nor will you see attachments send to you via Facebook. These issues appear natively on Facebook and Instagram as well and are therefore outside of our control. We will keep a close eye on this however an update this incident as soon as we know more. Thanks for your patience.
Jul 3, 17:20 CEST
Jul 3, 2019
Resolved - Twitter itself confirmed that as of 19:11 UTC, all functionality is working as expected again. We have also not seen any new issues since that point. All DM's send during the incident will have been delivered natively, but with a delay. As a result those mentions would also have landed in your account with a delay. We thank you for your patience while this was being worked on!
Jul 3, 23:46 CEST
Monitoring - We are seeing that Twitter replies send via DM through Engage are starting to be delivered again now. We will continue to keep an eye on this.
Jul 3, 17:17 CEST
Identified - Twitter is currently having issues with Direct Messages. This is having an impact on the functionality within Engage unfortunately. Due to these issues you will not see new DM's roll in to Engage, or with an above average delay. In addition you will also experience issues with the delivery of your replies to DM's via Engage. Those responses will not be send, or will arrive with a delay.

We are keeping a close eye on this and are awaiting further action from Twitter. As soon as more information becomes available, we will update this incident. Thanks for your patience.
Jul 3, 15:44 CEST
Resolved - At around 3:40pm CEST a fix for this performance issue was implemented. We have been monitoring ever since and could see major improvement since that point. Since all performance issues for the affected accounts seem to have been mitigated at this point, we are closing this incident. If you are however still noticing slowness or any other irregularities, please don’t hesitate to reach out to our Support team (support@engagor.com or hop on Live Chat).
Thank you for bearing with us while we worked through this.
Jul 3, 17:56 CEST
Investigating - Our engineers are currently investigating an issue that is causing latency in Clarabridge Engage. You may experience general latency, errors, and the platform may become temporarily inaccessible. We will update this incident as soon as we know more. Thank you for your patience.
Jul 3, 14:38 CEST
Jul 2, 2019

No incidents reported.