Luminate Online Test Email Issues

Meghan Christiansen 2 · April 2021

Hi all,

Is anyone having issues sending test emails through LO? We have been noticing a delay or the tests not going through at all for almost two weeks now. I have a ticket open with Support and they said they had some lag issues, but that is the only response I am getting. We do a lot of testing with different people for approvals so this is really slowing down our process.

Thanks,

Meghan

Daryl Bunker · April 2021

I've noticed a delay the last couple of weeks as well, although it doesn't happen on every test. Sometimes the test comes almost immediately, sometimes it's delayed by a minute, other times the test hasn't come through at all. Kinda figured it was because of our org's internal email filter but if other people are experiencing the delay then it's likely LO.

Philip Nawrocki · April 2021

LO had an outage last week. So that accounts for that. I experience this as well sporadically.

Then all the sudden I get like 5 test messages and its back to normal.

I know not the best answer, but you are not alone out there with this issue. :-)

Thanks,

Phil

Meghan Christiansen 2 · April 2021

Glad to hear we aren't the only ones! Hopefully it is resolved soon.

Amber Snyder · April 2021

Same! This doesn't happen every time, but it is a regular issue reported by our team. We did check with our email spam/filter provider (for a while this was our issue), but these test emails are not getting stuck in the queue.

Grace Rose Khalsa · May 2021

I see this was from a week ago, but yes, this was definitely an LO issue. We were not getting tests, and correlatively, we also didn't get notifications on our daily, overnight, donation reports either for about 4 days. Whatever was jamming up the system finally was repaired however, and then everything came through all at once. Hope your situation has cleared up too, Meghan Christiansen‍ .

Philip Nawrocki · May 2021

So another outage... Back to not getting test emails.

https://status.blackbaud.com/

Phil

Jessica Sotelo · May 2021

This continues to be an issue for us every few days. I'm experiencing it yet again this morning.

Has anyone gotten a response as to what is causing this problem? And when it might be resolved?

Amber Snyder · May 2021

There was an update on the status page this morning when I checked saying the issue was resolved last night, but I don't think anyone on our staff has tested it yet this morning.

Meghan Christiansen 2 · May 2021

I have been experiencing issues for at least 2 weeks now. I have had a ticket open with Support for most of that time. They keep telling me their engineers are working on it and they will update me soon, but the update is always that they are still working on it. We are in the middle of an event campaign with 40+ emails going a week so the tests not always working is really slowing everything down.

I have asked them to also investigate email sends as sometimes they are quite delayed. I had several emails scheduled for 8am yesterday and some came in around 2:30pm. We also had a staff member who normally receives our emails weekly not receive it and the system reports her as receiving it (not in her junk folder either). Our IT team looked into it and their log also shows the email did not come. I know the sends are mostly working as we are seeing event registrations and email stats, but concerned it is not reaching the full list possibly.

I would suggest if you are having issues with emails you open a ticket. Maybe the more people with the issue, the more they will focus on it and hopefully resolve it.

Daryl Bunker · May 2021

Meghan I'm really glad you brought this up. We had a similar issue with an email send on Tuesday. According to LO the email went out, but I use several accounts to verify across different domains and I didn't receive the email on any of those accounts, despite the records in LO saying that they were received. We know that some people received the email because of opens and donations, but our numbers of opens and clicks and responses were well below average. I had a feeling something was wrong but it's hard to prove when LO says that emails were delivered to specific accounts.

Meghan Christiansen 2 · May 2021

Hi Daryl,

I would definitely open a ticket with Support and provide any evidence of this that you can.

Cheers,

Meghan

Daryl Bunker · May 2021

I've had a ticket open since last week when we noticed that the email didn't seem to send properly. Unfortunately, it's hard to prove anything since constituent records and delivery reports are saying that the emails were delivered, despite some of our staff never receiving them. At this point we're pretty much waiting for our next email to go out to see if we're left with the same issue.

Luminate Online Test Email Issues

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