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Soapbox Engage accounts connectivity issues - October 2, 2023

updated

The Soapbox Engage network is currently experiencing connectivity issues. Our team is working to resolve these issues, and we will provide updates as we continue to resolve the situation.

Best,
Tim Forbes
VP of Products and Client Success

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    Tim Forbes

    Our server technicians continue to address the Soapbox Engage account connectivity issues.

    We apologize for this inconvenience. We will update this post with additional information, as it becomes available.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Tim Forbes

    Since the latest Soapbox Engage network adjustments at 8 am ET, all accounts have remained stable and accessible. With the network stabilized, we will conclude regular updates on this post.

    With full service restored and maintained for multiple hours, we are shifting focus to better understand the root cause of the issues and determine the next steps to ensure that this situation does not occur again.

    Once we have better determined the cause and next steps over the coming days, we will share more details.

    We greatly appreciate your patience and understanding as we worked to address this issue. We understand the great importance of reliable and stable access to your Soapbox Engage account is for you, your colleagues, your constituents and your mission. We will continue to treat this interruption with the highest level of seriousness and ensure that the proper steps are taken to provide the reliable and stable service you and your mission deserve.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Tim Forbes

    UPDATE FOR 7 PM ET HOUR

    Our team continues to work as diligently as possible to address the Soapbox Engage account connectivity issues and restore full service.

    Again, we apologize for this inconvenience. We appreciate your patience as we continue to work toward a solution.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Brad Grochowski

    UPDATE FOR 7 AM HOUR

    Some Soapbox sites may continue to be experiencing intermittent connectivity issues. Our engineers are investigating the issue to ensure consistent, stable access across all sites on the platform.

    We will continue updating this thread with additional information as we have it.

    Sincerely,
    Brad Grochowski
    Director of Support Services

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    Johnny Garde

    UPDATE FOR 8 AM ET HOUR

    As of a short time ago, our engineers have made some adjustments to address the intermittent connectivity issues and ensure consistent and stable access across all Soapbox sites.

    We appreciate your patience as we worked to resolve this matter.

    We will continue to aggressively monitor the situation to ensure that full service remains in place.

    Best,
    Johnny Garde
    Professional Services Manager

    Edited by Johnny Garde
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    Tim Forbes

    UPDATE FOR 6 AM HOUR

    At this time, some Soapbox sites may be experiencing intermittent connectivity issues. Our engineers are investigating the issue to ensure consistent, stable access across all sites on the platform.

    We will continue updating this thread with additional information as we have it.

    Best,
    Tim Forbes
    VP of Products and Client Success

    Edited by Tim Forbes
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    Johnny Garde

    UPDATE FOR 9 AM ET HOUR

    Our engineers have resolved the intermittent connectivity issues we faced earlier, and continue working to ensure uninterrupted access across all Soapbox Engage accounts.

    While we grow increasingly confident in the network’s stability, our team is actively monitoring the situation closely. We’ll continue providing updates regularly.

    Best,
    Johnny Garde
    Professional Services Manager

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    Ryan Ozimek
    UPDATE FOR 1 AM ET HOUR

    Our data center and network operations team continue to make progress on multiple fronts.  A contingency backup restoration process has progressed in parallel to our direct approach in an effort to ensure multiple lines to resolution.

    Through the night, our team will continue to provide updates.  Resolving this situation as quickly as possible is our only priority.

    Sincerely,
    Ryan Ozimek
    CEO

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    Tim Forbes

    UPDATE FOR 10 PM ET HOUR

    We are continuing to take steps to address the Soapbox Engage account connectivity issues and restore full service.

    We will continue to update this post with additional information, as we have it. Again, we greatly appreciate your patience as we continue to work toward a solution.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Tim Forbes

    UPDATE FOR 11 PM ET HOUR 

    We believe that our engineers have isolated the issue and are on a path to return the Soapbox Engage network to a stable state.

    We will continue to provide updates on this thread as we have them. We appreciate your understanding as we work toward a solution.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Johnny Garde

    UPDATE FOR 10 AM ET HOUR

    Our engineers resolved connectivity issues. We continue working to ensure uninterrupted access across all Soapbox Engage accounts, and are monitoring things closely.

    We will continue to post updates on the situation.

    Best,
    Johnny Garde
    Professional Services Manager

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    Brad Grochowski

    UPDATE FOR 3:20 AM ET HOUR

    As of 3:15am ET, we have been able to confirm early signs of Soapbox Engage network recovery. Our team continues to troubleshoot the issue and verify these successful recovery efforts, and will provide guidance as we have it through the night.

    Sincerely,
    Brad Grochowski
    Director of Support Services

    Edited by Brad Grochowski
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    Brad Grochowski

    UPDATE FOR 5 AM ET HOUR

    The Soapbox Engage network remains accessible during this hour. We will continue to aggressively monitor the situation to ensure that full service remains in place for all sites and will post regular updates to this thread over the next few hours.

    Sincerely,
    Brad Grochowski
    Director of Support Services

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    Tim Forbes

    UPDATE FOR 4 AM ET HOUR

    The Soapbox Engage network remains accessible during this hour. We will continue to aggressively monitor the situation to ensure that full service remains in place for all sites and will post regular updates to this thread over the next few hours.

    Best,
    Tim Forbes
    VP of Products and Client Success

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    Brad Grochowski

    UPDATE FOR 3 AM ET HOUR

    Our engineers continue to make progress at our data center, working toward the contingency backup restoration process while also pursing the direct resolution of the immediate issue.

    Look for further updates through the night as we continue to work around the clock to resolve this situation as quickly as possible.

    Sincerely,
    Brad Grochowski
    Director of Support Services

    Edited by Brad Grochowski
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