House deliverability issues?

Bev Stanton

We sent out an email linking to this alert:
https://secure.npca.org/site/Advocacy?cmd=display&page=UserAction&id=1663&scid=1121

and the deliverability rates for Representatives are not 100% and retries are not available. We were not anticipating deliverability issues given the adoption of the Communicating with Congress protocol. Will the failures eventually go through? Things look better today than they did yesterday but there are global target failure rates of > 10%. Is there a known issue with deliverability? Has anyone else experienced this?


I have also submitted a support ticket and will let you know what I find out.

Heather Shelby

I had this exact same thing happen with alerts not just to the House, but also to the EPA Administrator. I've submitted a support ticket, but all I've heard back is that they were experiencing a large volume of advocacy sends yesterday, no news on when I can expect these to actually deliver. Some of them are really time-sensitive, too. 

Caroline Stuart-Freas

Thanks to both of you posting! As you know we are now live on Communicating with Congress which means deliverability to target in the House should be successful. If you haven't already Bev & Heather please make sure to open support cases so they can troubleshoot immediately. In the meantime, I'll reach out to our Advocacy Product Manager, Andrew, to make sure he is alerted to this. We are still working closely with the Communicating With Congress group in making sure this is successfully working. 


 

Heather Shelby

Thanks, Caroline. We've submitted support tickets. I think this may be separate from the Communicating with Congress project, because it appears to me to be happening on all alerts, not just those targeting Congress. But also, because it's not that the alert delivery is failing -- the failure rate is listed as 0 -- but just not delivering. They seem to be stuck in some kind of purgatory. Here's a screenshot of the report, for reference: http://screencast.com/t/4aZyhZrYGaI6


Because there's no actual "failure," we're not able to retry the delivery, and have no way of getting these messages to their intended targets. 

Caroline Stuart-Freas

Thanks for this information Heather. It looks like maybe you are experiencing a different issue than Bev (I think!). I've sent this thread to our Advocacy Product Manager. I'll also make sure your CSM knows about this too! Make sure your support case has all of this important information in it so our product & engineering team can fully troubleshoot!


Thanks,

Caroline

Bev Stanton

The screenshot of the deliverability to Reps that Heather sent over is similar to what we are seeing too! Today does not look as bad as yesterday

http://screencast.com/t/IWn0mMtVhE

 

Caroline Stuart-Freas

Good to know Bev - thanks for that information and screen shot. I forwarded this chain internally so my collegues can see but, please also make sure you are posting all of this in a support case. (Sorry for sounding like a broken record but that is what the engineers will be looking at).


Thanks!

Bev Stanton

Yes ! thank you for the reminder!! Done!

Bev Stanton

Just to follow up! It turns out we did not get the upgrade to 16.4 until last night. I just ran a deliverability report and things on the house look great!!


Thank you Caroline for looking into this. Ruben in support reminded me about the release likely fixing this under=reporting issue as well. Thanks again!!