Active Incident

Updated a few seconds ago

Incident Status

Operational

Components

Subscription

Locations

US-EAST-1, US-MIDWEST-1



May 15, 2024 8:53AM CDT
May 15, 2024 1:53PM UTC
[Identified] Some customers are reporting that a subset of former subscribers have received a cancellation e-mail even though the service ended some time ago. This is from a change to the subscription software that was released yesterday when a consumer's transaction is in the state of: * Marked recurring * No longer active and is expired * Has no active transactions remaining on the given service * No longer in grace * Cancellation e-mail is configured on the service Unfortunately, there are a number of old transactions in this situation and the system may have messaged consumers that have been former for an extended period of time. No active subscriptions should have received an e-mail or been affected - though we are still investigating impact and we will update accordingly with additional findings.

May 15, 2024 5:30PM CDT
May 15, 2024 10:30PM UTC
[Monitoring] We have reviewed the impact of this incident and have identified that this issue stems from a recent update to our subscription software. This update, implemented yesterday, inadvertently caused a large number of cancellation emails to be sent to a subset of former subscribers under the following conditions: * The subscription was marked as recurring * The subscription was no longer active and expired * There were no active transactions remaining on the given service * The subscription was no longer in grace period * A cancellation email was configured on the service A sample of the email received is included below: --- Subject: Your cancellation request has been processed on yoursite.com Hi {firstName}! Your request to cancel your subscription to Unlimited DIGITAL Access on yoursite.com is being processed. Your access will continue until 2024-05-16T00:00:00Z. We're sorry to see you go, and we hope to serve you again soon. Regards, Your Publication --- We want to emphasize that no active subscriptions were impacted by this issue, though we acknowledge that some active subscribers may have received the communication if they switched from one service to another. Please accept our sincerest apologies for any confusion or inconvenience this may have caused. Our team is working diligently to rectify the issue and prevent any recurrence in the future. An additional FAQ has been prepared and is available here: https://bit.ly/3WHPz8o And if you have any concerns or questions or would like to receive the complete list of email addresses impacted, please feel free to reach out to our customer support team at 800-293-9576. Thank you for your understanding and continued support.

Incident Status

Operational

Components

OTT & NOW App

Locations

US-CLOUD-1



May 6, 2024 1:17PM CDT
May 6, 2024 6:17PM UTC
[Monitoring] There have been some significant changes regarding the analytics framework for BLOX Digital apps, particularly regarding the transition from Google Analytics 3 (GA3) to Google Analytics 4 (GA4). Here's a breakdown of the key points: 1. Support End for GA3: Google has ended support for app data for Google Analytics 360 customers, affecting BLOX NowApp and BLOX Mobile NX app users. 2. Transition to GA4: All BLOX Digital app customers are advised to transition to Google Analytics 4 if they haven't already done so. 3. Events Recorded for NowApp: A subset of GA3 events from NowApp are being recorded and processed through GA4, covering article views, video views, and content sharing. Additional details on these events are available via the provided help desk link [[https://www.help.bloxdigital.com/blox_cms/design/now_app/blox-now-app-tracking-with-google-analytics-4/article_71b37ab6-6d35-5da4-9f08-30f959a1d9dd.html]. 4. GA4 Integration for Mobile NX: For BLOX Mobile NX, GA4 is the main analytics framework. Each Mobile NX app is connected to a corresponding GA4 property via Firebase. If you would like to change the property OR a property was not connected please follow the instructions in the following help desk link: [https://www.help.bloxdigital.com/blox_cms/design/nx/how-do-i-add-ga4-to-my-mobile-nx-app/article_204f7318-f007-11ed-a4d7-1b0bcc71e5e4.html]. 5. Future Changes for Mobile NX: In a future version of BLOX NX Mobile NX, the Universal Analytics (GA3) SDK will be removed to reduce app bundle size. 6. Checking GA4 Property: Users who are unsure about which GA4 property is attached to their mobile app can visit Firebase and follow the instructions provided in the link below: https://www.help.bloxdigital.com/blox_cms/design/nx/how-do-i-add-ga4-to-my-mobile-nx-app/article_204f7318-f007-11ed-a4d7-1b0bcc71e5e4.html These changes aim to ensure continued support and optimization of analytics for BLOX Digital app users, particularly with the transition to the more advanced GA4 framework. If you have any questions feel free to reach out to us at 800-293-9576.

Incident Status

Operational

Components

BLOX CMS /APP

Locations

US-EAST-1, US-MIDWEST-1



April 24, 2024 9:53AM CDT
April 24, 2024 2:53PM UTC
[Identified] Due to recent industry changes that make sending and validating email more secure, BLOX Digital will End of Life (EOL) email services from within /app/ for all BLOX CMS websites on Monday, June 3, 2024. This will include outbound SMTP connections on TCP ports 25, 465, and 587 as well as using PHP mail() functions to send email. As more and more mail providers now require DKIM secure signing and SPF to be published for these emails to be deliverable, customers will need to transition custom PHP scripts within /app/ to using a third party SMTP/mail relay service using HTTP(s) web services by the EOL date, June 3, 2024. This change will only affect custom PHP scripting from within /app/ and will not affect any other email delivery for your BLOX CMS website. While BLOX Digital does not endorse any specific vendors for this purpose, some popular free and low cost options include: https://www.authsmtp.com/ https://aws.amazon.com/ses/ https://sendgrid.com/ https://www.mailgun.com/ https://www.mailersend.com/ If you experience any issues or have any questions, please contact BLOX Digital Customer Support at (800)293-9576 or BLOXDigital.com/support.

BLOX CMS




Operational

Job Processing




Operational

BLOX Total CMS




Operational

Network




Operational

Database




Operational

Storage System




Operational

Support Call Center




Operational

BLOX VMS




Operational

Rayos CMS




Operational

FTP, Drive, DNS, E-Mail




Operational

E-Editions




Operational

Advertising & Behavioral Targeting




Operational

Business Directory




Operational

Forms




Operational

Subscription




Operational

Analytics & Email Reach




Operational

Calendar




Operational

BLOX CMS /APP




Operational

Sandstone Administration




Operational

OTT & NOW App




Operational

GamesPerform




Operational

Data Insights




Operational

History (Last 7 days)

Issue with DRM and content sharingPartial Service Disruption

Incident Status

Partial Service Disruption


Components

BLOX CMS


Locations

US-EAST-1, US-MIDWEST-1




May 16, 2024 2:36PM CDT
May 16, 2024 7:36PM UTC
[Investigating] We are reviewing a reported issue by some sites of DRM restrictions preventing content from being shared or updating. The issue appears to be related to customers only that have parent organizations - additional information to follow.

May 16, 2024 6:23PM CDT
May 16, 2024 11:23PM UTC
[Monitoring] An update has been made to the production environment to correct group-level DRM rule behavior. Content that was previously blocked should now be able to flow again.

May 17, 2024 12:14PM CDT
May 17, 2024 5:14PM UTC
[Monitoring] BLOX 1.77.2 will be released at 2:00 PM central with the permanent fix for this issue.

May 17, 2024 5:06PM CDT
May 17, 2024 10:06PM UTC
[Resolved] This issue has been corrected in the production environment

Incident Status

Operational


Components

BLOX CMS


Locations

US-EAST-1, US-MIDWEST-1




May 16, 2024 2:35PM CDT
May 16, 2024 7:35PM UTC
[Monitoring] BLOX 1.77.1 will be released at 3:00 PM central with improvements to the handling of custom properties for users.

May 17, 2024 12:13PM CDT
May 17, 2024 5:13PM UTC
[Resolved] Software released.

Incident Status

Partial Service Disruption


Components

BLOX CMS


Locations

US-EAST-1, US-MIDWEST-1




May 9, 2024 3:13PM CDT
May 9, 2024 8:13PM UTC
[Monitoring] BLOX 1.77.0 will be released on May 15th at 1:00 AM central. This update may cause some disruption to user-related actions, but it is expected to be completed within 20 minutes.

May 15, 2024 1:32AM CDT
May 15, 2024 6:32AM UTC
[Resolved] Software has been released without incidents.

Incident Status

Operational


Components

BLOX CMS


Locations

US-EAST-1, US-MIDWEST-1




May 10, 2024 11:01AM CDT
May 10, 2024 4:01PM UTC
[Monitoring] BLOX Advertorial 1.23.2 will be released at 11:00 AM central with the addition of a new category.

May 13, 2024 8:13AM CDT
May 13, 2024 1:13PM UTC
[Resolved] Software released.