Image issues — 22 May 2013

Hi everyone,

Throughout last night and today we've been experiencing issues with image access. Because of the risk of sending campaigns without images, we've suspended sends for the time being.

The problem stems from the file system our images are on repeatedly becoming corrupt. We're working on several solutions to this.

We'll update here and on Twitter as we know more. Additionally, we have a status page at https://my.dotmailer.com/status/.

Update 15:00 - 22 May 2013 

  • Image uploads and sends have been resumed. Some images remain unavailable.
  • Missing images can be rectified by uploading a new image. We are working to restore all missing images.
  • Some scheduled campaigns have been cancelled.

Update 10:15 - 23 May 2013

  • Sending remains on.
  • Some of your missing images have now been brought back, although we recommend you check every campaign before sending.
  • We're working hard on getting all your images back and usable, but this is going to be a multi-day process.
  • If you are still missing images, you can re-upload them and drag them into a campaign again to get them working.
  • If you'd like to speak to someone about your account, email us on support@dotmailer.com - we're very busy, but are doing everything we can to get back to people.

Update 10:00 - 24 May 2013 

  • We're getting there: the majority of images are now back in your accounts.
  • As before, if you do still find a missing image, you can re-upload and re-insert.
  • Once we're back to normal, we'll take a hard look at what happened and update you all in full. Thanks for bearing with us.

Update 17:58 - 24 May 2013

  • The system remains on and we have encountered no further problems.
  • All new campaigns and images are available as usual.
  • The vast majority of old images have been restored.
  • We will be working across the weekend on restoring the remaining missing images.
  • As before, if you do still find a missing image, you can re-upload and re-insert.

Update 17:15 - 28 May 2013

  • The system remains on and all sends continue to work as expected.
  • We continued with our efforts on the recovery of a final portion of missing images across the bank holiday weekend.
  • All images have now been restored bar a very small collection.
  • We are working on a way to identify and acquire this final small batch of outstanding images.
  • Everyone affected has been emailed directly by our CEO.
  • Further updates will be issued over the next few days. However, if it's the case that your account continues to be affected by this issue and you'd like to speak to someone about it, email us on support@dotmailer.com.

Update 17:30 – 5 June 2013

We have now recovered almost all missing images manually, although there may be a very small amount that remain affected. Therefore we are closing this issue.

However, if you find that any of your images continue to be affected in any way, then please contact support@dotmailer.com.

May we thank you for your patience whilst we have worked as quickly as possible to rectify this issue. We apologise for any inconvenience it may have caused.

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