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so…..it appears that emails from NetSuite aren’t a...
# general
p
so…..it appears that emails from NetSuite aren’t actually being sent to the recipient? Or at least aren’t ARRIVING? Anyone else seeing this? I’ve validated in three different production accounts….email is recorded against the communication tab for the record but nothing is showing up in my inbox
m
Did you do all the proper email setup with domain keys in Netsuite?
c
Also, setup->company->sent email list. Check if it has actually gone etc
p
yup.
multiple NetSuite accounts. same issue. emails appear in the sent email list, client has been live on NS for literally years. Just today - email no sendy
c
support can tell you if it was delivered
sometimes this is the recipient server deciding it's spam filter time
p
but is no one else seeing this?
c
who is your mail provider?
p
I’m sending emails from NetSuite to myself, in gmail.
m
Is this happening all of a sudden or has it ever been working?
p
All of the sudden.
worked fine yesterday and all days previous
I’m a NS consultant, not an admin. I’ve verified this in 3 different NS production accounts. Just wondering if anyone else is SEEING this, not trying to troubleshoot the issue
m
No. Not seeing this.
c
We are seeing the same issue. Opened a ticket w/ NS Support @PaulJ
p
whew! Okay. Not crazy. Or at least this isn’t proof. I’ll log a ticket as well. strength in numbers. thanks Caleb!
c
haha, np!
t
I have a feeling this is more of a widespread issue.
Can you guys update us on what they say?
👍 2
I didn't get my scheduled emails from my saved searches either this morning.
c
Yea, we are seeing issues with email notifications not happening when orders import from Big Commerce (which should be happening).. I just didn't want to pollute the thread with that.. It seems like emails in general are having issues
t
@caleb.moore Are you on OCI?
j
Looks like emails from our scheduled searches started failing about two hours ago
c
@Tim Chapman Yes, as of 8/17
j
Same here. Starting a ticket now,
o
Same here - tested via Comm tab on project, no worky. On Boston server. Will log ticket.
j
confirmed, our emails are all failing
this is no bueno
p
I gotta hold out hope that the emails are just stuck and once the issue is resolved they’ll all go out at once. If they’re LOST tho….definitely no bueno.
p
We had users experience the same when they cc'ed themselves but then about 30 minutes after the email was received.
j
in my experience it’s about 20/80 whether the emails are queued and go out once the issue is resolved, vs simply gone into the abyss
Submitted ticket but I’m not getting emails FROM them in confirmation; since NS is using NS for support, they are similarly affected.
p
hahaha. same
p
@PaulJ - Does your NS Undelivered Email log show the failures as well?
j
no
p
nope. Sent Email List shows the email going out
j
All of our emails are showing sent as well, just not recieved.
p
it’s one of those ‘only notice it’s a problem if you test it yourself’ things….
all evidence in the system is that it’s all working correctly
j
this is pretty bad, we have lots of automated emails that go out. Glad you guys mentioned it!
I’m on hold w/NS support
why does their music sound like it’s playing through a 25cent speaker that someone sat on
p
this is also affecting saved search emails
j
might be worth posting this to #C29GDT351 to highlight for other users
j
yeah
a
Damn. Not what I wanted to wake up to today.
j
Might be fixed. Just got a response from support confirming ticket. Also just received 2 transactions I emailed myself earlier.
t
We aren't working.
j
nothing yet for me
o
My test email just came through. Thanks for flagging this!!
j
I have to wait on hold because anytime NS tries to call me, they don’t listen to my “call control” prompt and think that they got voicemail.
and they just hang up
anyone else have “scheduled maintenance” overnight? I wonder if it’s related.
r
Having the same issue on our end. Submitting a ticket.
j
argh. phone finally rang then immediately went back on hold
p
@jen - I believe the scheduled maintenance is to fix the email preview issue.
j
there was an email preview issue?
p
Yes. Email preview button no workie workie.
t
Any body else back up?
c
nope
j
ONE test email came through, but nothing else
r
Finally got through to support. They are definitely aware of the issue.
👍 3
j
but of course have not put anything on status.netsuite.com
t
maybe two hours from now.
they will.
r
They don't have any information to share as far as the impact goes. I have not been receiving emails from saved searches, however I was able to send and email to my personal email address through NS. I did not receive the reply I sent myself. 🤷‍♂️
c
here was a very vague incident report that "could" have been this...https://status.netsuite.com/incidents/8fwvr1hdp4cr
I hate how vague their Support team is
p
Support just called me based on my case. As near as I can tell, they wanted to confirm that the issue is not, in fact, that gmail is down? Lots of questions about whether I’m able to receive emails if they’re not sent from NetSuite. like….what?!?
t
They asked me about gmail too.
r
🫠
t
Then they sent a zoom link and of course, I couldn't receive it.
They said, "we'll have to discuss this internally"
p
this is….as Jen very sagely put it an hour ago….no bueno
r
We are on gmail as well. Maybe related to google domains?
p
even CSV import emails aren’t coming through
hmmmm… @jen are you running outlook by any chance?
t
I gave them my personal outlook account and I still didn't receive anything.
o
we’re Office 365, a test to my company email just worked
j
I’ve tested sending to both gmail and o365 email addresses
both failed
though some of the O365 ones are trickling through
they asked me about which email programs we were using and I got huffy and told them the issue was in NS
p
I, also, got huffy when asked this question.
r
We created a simple email search to send out to our users so they can see the emails not hitting their inbox and so they can reply within NetSuite.
t
I finally got one test back. Not the 20 other ones but I got one.
s
if anyone has an update pls post in this thread
p
No update. Although it occurs to me that if a defect were created against my case I wouldn’t know because I wouldn’t get the email
t
Same.
p
jesus. logged into Support center to see if there’s a defect and lo and behold, NS support has emailed me 4 times since I talked to them
👀 1
t
Did they happen to give you an update @PaulJ
p
hilariously they asked me to a) send them an extract of the undlivered email list, sent email list and DKIM setup and B) again try to send an email not using NetSuite, so still trying to blame my email service
So I’m asking them, via the support center to try sending ME an email from a third party tool to see if I can receive it
t
Oh, I give up...
p
like….
what?!?
a
Email issues are always like this. Google pulls the same shit.
p
my case # is 5361657. Can we get a collection of case #s here so that we can prove this isn’t just an isolated issue and help these poor souls to connect the dots?
j
5361687. They know its wide spread. They will exhaust every chance to pass blame for every case before they admit they are to blame. The fact that they havent fixed this yet behind the scenes is the scary part. Usually they have issues affecting multiple accounts settled with in a couple hours.
r
Here's our case #5361807. The rep i talked to confirmed it was a known issue impacting many users.
a
5362153
j
We have filed the following defect on your behalf: Defect 735102 : Unable to receive emails from NetSuite Alternate Solution:None The urgency level assigned to your defect is U3. U3 issues are treated as priority work by NetSuite Product teams during business hours. Based on our recent defect resolution performance, 50% of U3 issues were resolved within 3 days, and 80% within 9 days. Once we determine the best path forward to resolve your issue, we will communicate the planned date and time for resolution
t
3 days?
p
Or 9 days.
t
uh...
j
Itll be quicker
o
adding your defect number to my ticket
👍 1
p
me too
👍 2
also, fwiw I just received one of my very first test emails. Sent at 10:47am. So they’re coming, they’re just stuck
o
5362216
r
Emails starting coming in again for us.
j
@Ryan Cybul past emails?
t
I'm getting some I was supposed to get 3 hours ago right now
r
Yes
So not all of our users are receiving backlogged emails. The ones I just received were from saved search emailers. We still aren't having replies from 3rd parties like customers hit our gmail inboxes.
t
My test emails I'm sending through Netsuite to myself aren't going through still.
j
ours is 5361670
when you guys log into account centre, do you get logged out of your normal NS account?
💯 1
a
That is so annoying.
j
@jen yes
p
I just got my case creation confirmation email! From 3 hours ago! 🙂
🎉 1
p
Yay!
p
today is DUMB.
t
When this is fixed, is there even going to be a legitimate way to confirm that all emails were sent out?
😆 1
p
@Tim Chapman - Negative on that afaik.
t
I'm getting a lot of my tests trickling in now. Anyone else?
r
Yeah same here.
a
Same. Tests, Saved Search emails, and import confirmation emails.
t
Still not in real time right?
a
No.
o
Delayed tests from 2 hrs ago coming thru
p
Here come the saved searches....
t
Still all green.
j
JUST got my notice of submitting my ticket about the email outage
a
haha same.
and the notice of them adding me to the defect.
j
I think things are starting to catch up. I have a scheduled thing that runs every half hour, it stopped after the 6am but I have received several notices in last couple hours.
a
Got an email that should have been received 90 mins ago. It is certainly catching up quickly.
o
Just off with support, no timeline yet. Said it relates to their email client and Google...clarified again we are on O365....🙄
p
I tested min 30 min ago and it was working.
t
My tests seem to be working now.
Anyone else?
r
"This is to update you that this case is now being tracked under Defect 735102 and was set to U2. We understand this is a critical defect. Our engineers are actively working on this and our tentative target range for resolution is 1-2 days, but note this is subject to change. We will communicate with you throughout the resolution process including: When defect is assigned, when it is committed for release, and when it is released into production."
s
the engineers/managers are on this slack to the best of my knowledge?
👀 1
t
Update from Netsuite: This is to update you that U2 Defect 735102 affecting NetSuite email deliverability is now resolved. You may test and verify this on your account. If you continue to experience any issue, please reply back to this email.
Is anyone experiencing similar issues today?
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