Postmortem -
Read details
Apr 22, 17:02 UTC
Resolved -
The issue affecting the Email Template Builder functionality and loading times has been resolved.
The fix is included in our April '25 release, which is now available. Users can install the updated version by visiting our Candyshop portal:
https://candyshop.blackthorn.io/products
Once there, select the Blackthorn Events product and click the "Product Upgrade". If you need any assistance with the upgrade, our Support team is ready to help.
We appreciate your patience as our team worked through this issue, and we thank you for your continued trust and support.
Apr 22, 16:52 UTC
Identified -
We made progress on the issue impacting the Email Template Builder functionality. Testing for the bug fix has been completed successfully. The leadership team is now coordinating with BeeFree, our email template plugin provider, to determine the best approach for delivering the solution to our customers.
Our development team has identified a workaround that has shown the highest success rate so far. When prompted with a blank Email Template Builder screen, they recommend clearing your browser cache and performing a hard reload of the page through the browser console. To assist with this, we’ve included a short video demonstration outlining the exact steps.
https://www.loom.com/share/ec7d529983d646b29e8736207ca09512
We appreciate your continued patience as we work toward a permanent resolution and will provide further updates as soon as more information becomes available.
Apr 7, 14:30 UTC
Update -
We're currently investigating an issue affecting the Email Template Builder page and the BeeFree integration used for creating and editing email templates. Some users are experiencing continuous loading when attempting to access the builder.
While we work on a permanent fix, two workarounds have helped some users temporarily regain access. First, performing a hard browser refresh has been effective in some cases. On Windows, this can be done by pressing Ctrl + F5, and on Mac by pressing Cmd + Shift + R. Second, switching to an alternative browser such as Safari or Microsoft Edge has allowed some customers to access the builder successfully.
We will provide further updates as soon as we have more information regarding the root cause and a long-term resolution. Thank you for your continued patience and understanding.
Apr 3, 13:28 UTC
Update -
We’re continuing to investigate the issue relating to our Email Template Builder page continuous loading and the BeeFree integration for creating/editing Email Templates.
Our first recommendation is to safelist the following IP Addresses (from the “Network Access” section in the Setup menu) as this has allowed for Email Template creation in several impacted environments. These addresses are used within Beefree SDK for outbound communication:
54.78.90.148
52.16.171.98
52.58.39.32
18.158.188.143
If your team are unable to make those IP Address changes in the “Network Access” Set up menu, there are several email options available in the interim:
Using Classic or Lightning email templates, we’d be happy to assist with configuring a flow to send your communications.
Using your existing marketing tools, we can help generate a Salesforce list of Attendees/Event information to be imported into the tech stack and sent externally.
Please let the Support team know if you need help walking through either path. We’ll be sure to provide an update as soon as we have more information about a resolution.
Apr 3, 11:47 UTC
Investigating -
We are currently investigating an intermittent issue with our Email Template Builder Tool. Our team is actively investigating this issue, and we will provide regular updates as more information becomes available.
If you require urgent assistance with email scheduling during this time, please feel free to contact our Support team, and we will be happy to help.
Apr 2, 23:38 UTC
