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Performance Issue Identified - Emailing Receipt Errors | January 19, 2022

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3 comments

  • Katie Gennaro

    CivicRec System Engineers have identified the issue and are working to implement a fix. An update will be provided as soon as available. 

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  • Katie Gennaro

    CivicRec Systems Engineers have applied a fix and restored receipt and waiver email services to your CivicRec solution. An incident report will be posted here within 24 business hours. 

    0
  • Katie Gennaro

    CivicRec Receipt Emailing Issue Incident Report 

    January 20, 2022 

    Incident Description  

    Several CivicRec customers were reporting that receipt and waiver emails were not being sent to users upon completion of a transaction.  

    Cause  

    Upon investigation, the background process that generates PDF files was failing on a specific receipt. Each time the process started it would attempt to generate the same receipt rather than moving on to the next receipts in the queue. We identified the cause of the failure as a timeout limit set in the receipt generation code.  

    Resolution  

    A fix was identified and implemented on 1/20/2022 at 6:53 am central time.  

    The timeout limit within the receipt generation code was increased. This allowed the initial problem receipt to be created, and the process could move on to the subsequent receipts. All receipts should now be sent as originally intended. We anticipate this timeout limit increase is sufficient but will further investigate ways to make the receipt generation process more resilient. 

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Available Templates

No Change Update

CivicPlus Systems Engineers continue to work on resolving this issue as quickly as possible. An update will be added to this post when it is available.

Timeline Identified

CivicPlus Systems Engineers have identified the issue and expect to have a resolution deployed by ESTIMATED TIMELINE (if not a specific date, include business hours / business days clarification).

Fix Implemented

CivicPlus Systems Engineers have applied a fix and have restored service to your CivicPlus Solution. An incident report will be posted here within 24 business hours.

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