Historical record of incidents for Helpwise
Report: "Issues with Gmail Inboxes"
Last updateWe're receiving a very high error rate from Gmail triggering inbox disconnections and slow or no syncing. We're currently monitoring the issue.
Report: "Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing."
Last updateLooks like Microsoft has now fixed this. We're now not noticing this issue. We're continuing to monitor it.
We've identified an issue where our system is unable to send attachment size > 3 mb with Microsoft Outlook account connected for Outgoing as Microsoft API is giving error. We're working towards a solution to this. In the meanwhile as a workaround for customers who have connected Outlook accounts with Helpwise. We would recommend to restrict attachment sizes to less than 3MB as a workaround.
Report: "Forwarding addresses ending with mail3.helpwisemail.com are not working"
Last updateThis incident has been resolved.
We are continuing to work with our email provider to fix this issue.
We're identified an issue with our underlying provider due to which forwarding to addresses @mail3.helpwisemail.com are not working. Forwarding addresses ending with @mail.helpwisemail.com, @mail1.helpwisemail.com and @mail2.helpwisemail.com are working fine. Workaround: Please change <yourforwardingaddress>@mail3.helpwisemail.com to <yourforwardingaddress>@mail1.helpwisemail.com. Reach out to help@helpwise.io if you need more help getting it to work.
Report: "Webap, inbox and outlook sync functionalities and performance is degraded."
Last updateThis incident has been resolved.
Microsoft issues seems to have improved. Please reconnect your Microsoft account with Helpwise if you see the reconnect option in the Inbox.
Microsoft has confirmed the incident. Here are more details - https://admin.cloud.microsoft/?#/servicehealth/:/alerts/MO1020913. Only customers using Outlook sync or sending outbound emails using "Connect with Microsoft" might face issues using the service.
The issue has been isolated to Outlook services acting slow and causing bottlenecks. We've isolated the issue to Outlook sync. Webapp and inbox should be operational now.
We are currently investigating this issue.
Report: "Helpcenter sites are not accessible"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Microsoft 365 errors and delay"
Last updateThis incident has been resolved.
We're continuing to monitor our systems. Microsoft's still working on fixing this issue.
Customers using MS365 sync would be seeing high error rates and delay in email sync Live updates on X - https://x.com/MSFT365Status?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor Microsoft is still investigating the issue - https://portal.office.com/Adminportal/Home#/servicehealth/:/alerts/MO941162 (You need to be an O365 admin to be able to access it)
Report: "Desktop notifications not being triggered"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue. As of now, desktop notifications and ding sounds on new emails are not getting triggered. Mobile and email notifications are not impacted.
Report: "Forwarding addresses ending with mail.helpwisemail.com are not working"
Last updateWe have fixed this with our email provider. @mail.helpwisemail.com should now be fully operational. If you are still facing any issues please reach out to us at help@helpwise.io or chat support
We're identified an issue with our underlying provider due to which forwarding to addresses @mail.helpwisemail.com are not working. Forwarding addresses ending with @mail1.helpwisemail.com, @mail2.helpwisemail.com and @mail3.helpwisemail.com are working fine. Workaround: Please change <yourforwardingaddress>@mail.helpwisemail.com to <yourforwardingaddress>@mail1.helpwisemail.com. Reach out to help@helpwise.io or chat support if you need more help getting it to work.
Report: "Delayed processing of emails and higher error rate when sending emails"
Last updateThis incident has been resolved.
The problem seems to be caused by the underlying dependencies from Helpwise's AWS infrastructure in us-east-2 region. We're currently monitoring the situation.
We are currently investigating this issue.
Report: "Gmail sync is not syncing new emails"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We've identified the issue and working on a fix. Only customers using Gmail sync are impacted.
Report: "Search is extremely slow"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Our email provider Mailgun's having issues"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
We are continuing to monitor for any further issues.
We're currently monitoring an issue with our Email provider Mailgun - https://status.mailgun.com/incidents/30w5l1zqcw5r Incoming Email forwarding, Outgoing delivery (when using Helpwise in outgoing settings), login MFA codes and email notifications are impacted
Report: "Our upstream email provider Mailgun is down"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Mailgun team has pushed a fix and error rate seems to have reduced. We're further monitoring this.
We are continuing to monitor for any further issues.
We're currently monitoring our error rate and our systems and looking for a potential workaround.
We're currently investigating v high error rate from our upstream email provider. Outgoing emails, Incoming emails (forwarding), MFA codes, email notifications are affected https://status.mailgun.com/incidents/8bn2px3nyfy4
Report: "Gmail and Outlook sync Inboxes are getting disconnected"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have identified the issue and a fix has been implemented. Currently, Gmail and Outlook sync customers might receive emails with a delay.
We are currently investigating this issue.
Report: "Searching is slow"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "High error rate and slowness in Search"
Last updateThis incident has been resolved.
Our search system is experiencing a high error rate and is slow in responding to queries.
Report: "Whatsapp messages can't be sent for some Inboxes"
Last updateThis incident has been resolved.
However we don't see an update from meta. But we're now not noticing a high error rate.
We are continuing to monitor for any further issues.
Meta is experiencing issues with Whatsapp Cloud and On-premise solutions - https://metastatus.com/whatsapp-business-api 360 dialog & Twilio who also use Meta infrastructure as well is experiencing issues - 1. https://status.360dialog.com/ 2. https://status.twilio.com/incidents/1qn011ts4zqk Our team's currently monitoring this and waiting for more updates.
Report: "High error rate in outgoing emails for customers using Helpwise as Outgoing settings"
Last updateWe're not seeing errors as of now.
We're monitoring our systems closely to minimize any possible impact
Our team has identified that our email service provider Mailgun is having issues - https://status.mailgun.com/incidents/99rdnl8bd0c5. Customers using Helpwise to send their emails might face delays in delivering those emails. Email notifications might also get delayed.
Report: "High error rate while searching and new messages not searchable"
Last updateThis incident has been resolved.
The system is stabilized now and we're working on processing the backlog.
Our search engine is currently improving and our team's monitoring the results
We've currently identified that our search system's having a higher error rate and new messages are not searchable. New messages which currently are not searchable are in a backlog and would get processed once the system is stable.
Report: "Delay in incoming email forwarding"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
It looks our system's receiving emails with a huge delay from our email provider
Report: "Issue in incoming email forwarding"
Last updateThis incident has been resolved.
Emails forwarded to <yourforwardingaddress>@mail1.helpwisemail.com are being dropped. As a workaround, If you're using email forwarding with Helpwise please change the address to <yourforwardingaddress>@mail2.helpwisemail.com. Please contact chat support or help@helpwise.io for more information. Customers using Microsoft/Gmail sync are not impacted. Inboxes with forwarding with forwarding address @mail.helpwisemail.com, @mail2.helpwisemail.com and @mail3.helpwisemail.com are also not impacted.
Report: "Issue in incoming email forwarding"
Last updateThis incident has been resolved.
We are continuing to work on a fix for this issue. Please implement the workaround mentioned below.
Emails forwarded to <yourforwardingaddress>@mail1.helpwisemail.com are being dropped. As a workaround, If you're using email forwarding with Helpwise please change the address to <yourforwardingaddress>@mail2.helpwisemail.com. Please contact chat support or help@helpwise.io for more information.
Report: "Inbox loading slow for some customers"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Our fix has been implemented and we're monitoring the results
We're currently investigating an issue where Inbox is loading slowly for some customers.
Report: "Delay in Gmail processing"
Last updateThis incident has been resolved.
The backlog is now clear and our team's monitoring the system.
We're continuing to monitor. Backlog is now reducing at a good pace.
Our workaround has been implemented and our team's monitoring the results.
Our team has identified the root cause of the problem.
Our monitoring systems have identified a delay with Gmail processing
Report: "Delay in Email processing and high latency in loading UI"
Last updateOur team have resolved the issue. Please reach out to us on chat or email help@helpwise.io in case you're still having any concerns.
We are continuing to monitor for any further issues.
Our team have fixed the root cause of this issue and is further monitoring and clearing the backlog of messages
Our team have identified the issue and we're working on the fix
We're currently investigating delay in email processing and slow loading on Helpwise's UI
Report: "Relaying denied error on incoming email forwarding"
Last updateWe're no longer noticing these errors. If you're still facing this please reach out to our chat support or help@helpwise.io. Unfortunately, we wouldn't be able to recover emails which weren't able to process due to this incident as they never reached our system. Our team would be reviewing how we can streamline this further.
It seems like we're not receiving any errors now, our team is continuing to monitor this.
It seems like the error rate is now further reduced but we're not noticing errors in our monitoring systems now.
It seems like the error rate is now further reduced but we're not noticing errors in our monitoring systems now.
It seems like the error rate is now reduced but we're still noticing errors.
We can confirm this error is coming from Mailgun. Our team's currently monitoring the situation
It seems like our underlying email provider Mailgun's having issues while handling incoming messages on our forwarding addresses. Our team's currently reviewing this.
Report: "Elevated errors from Outlook"
Last updateWe're not seeing errors now in our monitoring systems.
We're continuing to monitor this
Our monitoring system has detected issues with Microsoft Outlook. We're receiving a very high error rate from Microsoft services. It's also confirmed by Microsoft 365's status tweet - https://twitter.com/MSFT365Status/status/1665734492122742790?cxt=HHwWjIC80b6s8J0uAAAA
Report: "High error rate and email processing delays"
Last updateHelpwise faced high error rate and email processing delays. You might have noticed a high amount of errors and buggy behaviour from the Helpwise interface during this time, emails would also have been processed with a lot of delays, and some emails might have been duplicated. Our team identified this at around 1:00 pm UTC and were able to see full recovery at around 4:00 pm UTC. If you feel that some email is missing from Helpwise please raise a chat with us or email us at help@helpwise.io
Report: "Recent messages not being returned in search results"
Last updateThe search engine updates have been resolved. Our system is now able to update search engine and we have cleared the backlog of messages which were not able to sync with our search engine.
A fix has been implemented and we are monitoring the results.
We're continuing to work on this. We'll keep you posted.
Our team have identified that our system is not able to write the data for new messages to our search engine. This is resulting in new messages not appearing in the search. Our team's working on resolving this and clearing the backlog of messages we're not able to save in our search engine.
Report: "Facing high error rate from Microsoft 365"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We're facing high error rate from Microsoft 365 APIs. Here's the latest update from Microsoft 365 - https://status.office365.com/
Report: "Slow loading of UI"
Last updateWe experienced slowness in the web app starting at around 6:25 UTC for https://app.helpwise.io. Other functionalities and components were not impacted and should show up. It seems to have been caused by a few of our ECS tasks getting unhealthy. We replaced them with healthy ones to resolve the issue. We're further reviewing why our system didn't replace them itself as per the configuration as in normal circumstances this is handled automatically by AWS. Please feel free to contact help@helpwise.io or reach out to our chat support if you're still facing any issues.
Report: "Too many redirects or Helpwise not loading"
Last updateOur team have released the fix to address the issue. For the fix to be applied please clear the cache from your Browser. You can follow the following articles: - Chrome - https://support.google.com/accounts/answer/32050 - Safari - https://www.macrumors.com/how-to/clear-safari-cache/ - Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache As a workaround, you can also use Helpwise in the incognito window - Chrome & Safari - ctrl+shift+n or cmd+shift+n - Firefox - ctrl+shift+p or cmd+shift+p
Report: "Elevated Errors due to a recent AWS incident"
Last updateOur team's not seeing any impact on Helpwise now from this AWS incident.
We are continuing to monitor for any further issues.
Our team's monitoring issues with the recent AWS incident. They're taking actions to reduce the impact on Helpwise's service. AWS status page - https://health.aws.amazon.com/health/status
Report: "Elevated error rates"
Last updateWe're no longer seeing errors from our email service provider.
We've stopped seeing the errors and are monitoring the systems.
We're receiving an elevated error rate from our underlying email provider. Our team is currently investigating this. It might cause a delay in the email delivery for the customers using the option "Helpwise" as their email provider.