Karbon - Some users unable to create or edit email templates – Incident details

All systems operational

Some users unable to create or edit email templates

Resolved
Degraded performance
Started about 1 month agoLasted 7 hours 45 minutes

Affected

Karbon Web Application

Degraded performance from 6:24 PM to 2:09 AM

Emails

Degraded performance from 6:24 PM to 2:09 AM

Updates
  • Resolved
    UTC
    Resolved

    This incident has been resolved. 

    Users should now be able to access all Karbon services and functionality.

    We apologise for any disruption this caused to your workflow. If you continue to experience any issues, please reach out to our Support team.

  • Identified
    UTC
    Identified

    We have identified the root cause of the issue and our team is actively working on a resolution. We will provide another update as soon as the fix is deployed.

  • Update
    UTC
    Update

    We are continuing to work on a fix for this issue.

  • Investigating
    UTC
    Investigating

    We’re currently investigating an issue where the Email Body field isn't accepting text when creating or editing email templates. Our team is working on a fix, and we’ll share an update here shortly.

    For now, users can perform a hard refresh on the browser as a workaround.

    • Navigate to Settings > Email Templates in Karbon.

      • Windows- Hold down Ctrl and click the Reload button OR Hold down Ctrl and press F5.

      • Mac- Hold down ⌘ Cmd and ⇧ Shift key and then press R Or, hold ⇧ Shift and click the Reload button.