Performance Issue Identified - Emailing Receipt Errors | April 7, 2022
CivicPlus monitoring has detected a possible performance issue with email that may be affecting your CivicRec solution. CivicRec Systems Engineers are investigating this alert and a timeline for resolution and next steps will be provided as soon as available.
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CivicRec System Engineers have implemented a fix and continue to monitor progress. An update will be provided as soon as available.
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CivicRec Systems Engineers have implemented a fix and restored receipt and waiver email services to your CivicRec solution. An incident report will be posted here within 24 business hours.
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CivicRec Receipt Emailing Issue Incident Report
April 7, 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 receipt in the queue. We identified the cause of the failure as being unable to generate a receipt and waiver given the timeout limit set in the receipt generation code.
Resolution
A fix was identified and implemented on 4/7/2022 at 11 am central time.
The timeout limit within the receipt generation code was unable to accommodate receipts that had large images included in the waivers. Increasing the timeout limit, as had been done in an incident previously, was unable to accommodate for the images to render the receipt and allow the queue to run. System engineers had to disable the sending of receipts dated prior to today, 4/7/22, in order to allow the queue to deliver receipts and waivers. All receipts dated today, 4/7/22, should now be sent as originally intended. Any receipts in the queue dated before today will not be sent but customers can resend the receipts via the system as needed. We anticipate this is sufficient but will further implement 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.