Luminate - Slow/Down/Service Issues

Stacy Dubuc · August 2017

Wow, this month has been a struggle! Last week our team hobbled their way through RE issues and now Luminate is down - no access for our staff and our donation pages are down. I can't tell if I need to go for a hike or a drink...

Active Issue Alert – Luminate Online - #2017082201

Investigating - We have identified an issue impacting some of our customers causing intermittent slowness, errors or other service issues. Our engineers are diagnosing the event and working to resolve it for you as quickly as possible. Please continue to reference this page for updates

Alicia Searfoss · August 2017

Our websites are also down. I can't wait for 4 hours!

Patti Posey · August 2017

I'd go for the drink! This is so frustrating! Working in page builder only to have my work not saved! And of course our websites are down. So that means all donation forms and event registrations are down. Not a good time for this!!!!

Patti Posey

Stamford Hospital Foundation

Philip Nawrocki · August 2017

This is happening for us too....

Drink sounds great!

#drinksonBlackbaud

Alicia Searfoss · August 2017

Philip Nawrocki:

This is happening for us too....

Drink sounds great!

#drinksonBlackbaud

It really does - and I don't even drink!

Stacy Dubuc · August 2017

Alicia Searfoss:

Philip Nawrocki:

This is happening for us too....

Drink sounds great!

#drinksonBlackbaud

It really does - and I don't even drink!

How about a nice cup of tea? This maintenance was supposed to take place tonight but sites were supposed to remain available.

Blackbaud Hosting Services - Scheduled Maintenance Notification
Dear Customer,
Your Luminate Online site has been scheduled for brief maintenance on Tuesday, August 22, between 10 PM CT and 2 AM CT. During the maintenance window, your site will be available to all users. The impact of this maintenance will be a delay to emails scheduled during this time. All bulk email jobs will fail; however, transactional emails will queue and resume immediately following the maintenance.
If you have any questions, please contact Luminate Support.
We are tracking this maintenance in Maintenance ID 30835.
Regards,
Blackbaud Hosting Services

Brian Kelley · August 2017

Us too!

Sara Johansen · August 2017

Our email that was scheduled still went out but of course none of the links or images are working - already got some phone calls. Thinking through how to manage this when we are back up.

John Miller 3 · August 2017

Stacy Dubuc:

Wow, this month has been a struggle! Last week our team hobbled their way through RE issues and now Luminate is down - no access for our staff and our donation pages are down. I can't tell if I need to go for a hike or a drink...

Active Issue Alert – Luminate Online - #2017082201

Investigating - We have identified an issue impacting some of our customers causing intermittent slowness, errors or other service issues. Our engineers are diagnosing the event and working to resolve it for you as quickly as possible. Please continue to reference this page for updates

Everyone -

Due to the ongoing issues with Luminate Online today, which we are working with our vendors to resolve as quickly as possible, we are rescheduling our 17.8 upgrade that was scheduled for many of our clients tonight. We apologize for the inconvenience this causes, and the disruption to your work. We'll update you as soon as possible on our status page when our service is restored.

Sincerely,

John Miller

Product Manager, Luminate Online

Alicia Searfoss · August 2017

We had a email go out this morning, too. (Thankfully, it was primarily stewardship focused.) I'm thinking that once we get service back up, I might be able to resend the original email with an short apology for the tech issues. We have several more emails planned for the week, but obviously that won't happen any time soon. Even after the system comes up, I think I might wait a day or two to make sure the system is stable.

Does anyone else have a plan yet?

Emily Robledo · August 2017

I have tried to call them and they seem to be having phone issues too.

Dennis Ladnier · August 2017

Emily Robledo:

I have tried to call them and they seem to be having phone issues too.

we have been down for ~4.5hrs - UGH - what a mess. Would be nice if they communicated more than what was on the status page - if nothing else it would provide a sense of confidence and inform their clients what was exactaly going on.

Mary Beth Heffernan 2 · August 2017

dennis ladnier:

Emily Robledo:

I have tried to call them and they seem to be having phone issues too.

we have been down for ~4.5hrs - UGH - what a mess. Would be nice if they communicated more than what was on the status page - if nothing else it would provide a sense of confidence and inform their clients what was exactaly going on.

Yes I agree with the above-it would be helpful to know exactly how long they anticipate the site being down so we know how to plan! Also, the error message they provide needs to have our name on it along with Blackbaud or allow it to be customized by us. Our constituents don't know who Blackbaud is.

Dennis Ladnier · August 2017

FYI – our LO appears to be back up. We
have tested several functions and all were successful.

Dennis
Ladnier

Apps
Manager

Pancreatic Cancer
Action Network

1500 Rosecrans Avenue,
Suite 200

Manhattan Beach,
CA 90266

310-706-3558

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Luminate - Slow/Down/Service Issues

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