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  • Network Issues with CONNECT Forms

    Date: October 11, 2021
    Time: 7:36 a.m.

    Update:

    Currently we are experiencing issues with the CONNECT platform. The issue was first noticed at 4:42 a.m. ET.

    A routine update to the load balancing environment has caused a problem with the CONNECT sites in the failover state. We are currently investigating the issue and will update this post.

    We apologize for the inconvenience.
    Last edited by CnP.Support; 10-11-2021, 08:21 AM.
    Regards,
    Click & Pledge Support Department

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  • #2
    Status Update:

    More on the issue:

    A critical security update was sent from the company that provides our load balancer hardware. The update was tested in the test environment with no issues and was authorized to be deployed on the production environment at 4:30 a.m. after completion of testing.

    The update did not require downtime since the hardware maintains sessions and may be switched back and forth without any loss of traffic. Updates with this type of hardware is routinely done as redundant hardware go into production and backup routinely. Unfortunately the production deployment created a major crash in the entire load balancing hardware stopping both the primary and backup hardware. The hardware manufacturer's support has been working on this with our IT team since 4 a.m. ET trying to recover the hardware. A complete restore of the network from backup has also not worked as expected with this security update.

    As a SOC2 certified company, every action we take must pass a test phase and only after completion of an exact scenario it may be deployed and pushed to the production environment. This behavior is unexpected.

    We are working constantly on this issue as we understand the severity of the problem.

    This is one Monday we wish we had skipped and went straight into Tuesday.. we will update this as we progress through this ordeal.
    Regards,
    Click & Pledge Support Department

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    Comment


    • #3
      Time: 11:55 a.m. ET

      Status Update:

      CONNECT platform is up and transactions are processing as expected. Additional testing is still in progress but the platform is 100% operational.

      We apologize for the inconvenience this has caused. We understand the severity of the issue and how our clients rely on the platform. The hardware manufacturer's support department is as baffled as we are.

      Let us know if we can be of any assistance.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
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      Comment


      • #4
        Time: 1:30 p.m. ET

        Status Update:

        All systems are 100% operational and the test is complete.

        Please let us know if we can answer any questions you may have.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

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