Current issues
RESOLVED: Stripe Direct Debit – pages do not submit without a Start Date
1 Jun 2023 9.44pm – the fix was deployed so this issue is resolved.
1 Jun 2023 9am – a fix is being tested. Once confirmed we will deploy this as a hotfix
31 May 2023 – Stripe Direct Debit pages that do not have a Start Date field on the page will cause a server error when the supporter submits the page.
Workaround – If you are not using a Start Date field on a Stripe Direct Debit page, the workaround is to add it as a Hidden field with no value. It should not be mandatory.
This will mean that supporters can progress to the Stripe page that asks them for their account details. If you haven’t got a Start Date field in your account data structure, you will have to add it. Pages that have a Start Date on already are not affected by this issue.
If you have any questions or require further assistance, please do not hesitate to reach out to our support team at [email protected] or on 020 7253 0753.
Upcoming changes
Our May 2023 release included more enhancements to the new Marketing Tools.
PLEASE NOTE! You should list all subdomains you host Engaging Networks pages as Allowed Domains. Learn more here and watch a walkthrough here.
Recent software updates
For further details on any individual release, please see the link to the relevant release notes in the Related Articles section on the right sidebar.
Subscribe to updates
We send occasional emails about new software updates, alerts and events. For those on the Canada/Toronto (UK, Europe, Australia and Canada clients) datacenter subscribe here, for those on the US/Dallas datacenter (most of the US), click here.
Recently resolved issues
August 16, 2022 (11:42 BST / 06:42 EDT) – We have resolved the issue causing disruption to logging into accounts. You may need to clear your cache and log in again. Client web pages were not impacted during this time.
July 28, 2022 (07:16 BST / 02:16 EDT) – AWS instances have been restored, and all EN applications and pages are online. You may need to clear your cache and log in again. Any delayed jobs have begun to process.
July 28, 2022 (06:25 BST / 01:25 EDT) – AWS reported that the issue occurred due to a power outage and that power has now been restored. AWS expects recovery for all impacted instances within the next 2-3 hours. We will update when EN sites are restored.
July 28, 2022 (06:05 BST / 01:05 EDT) – Sites on the U.S. server are currently experiencing downtime due to AWS connectivity issue. This impacts access to our application and pages hosted on the U.S. instance. We are awaiting more updates from AWS. Please contact Support with any questions.
July 20, 2022 (03:11 BST / 10:11 EDT) – The Region-based Captcha issue has been resolved. The third-party vendor we use for location-based Captchas had experienced an issue which they have corrected. We are waiting on more details from them, but you can continue to effectively use region-based captchas on desired pages. Please contact Support if you have any questions.
July 19, 2022 (07:02 BST / 02:02 EDT) – Region-based Captcha is causing an issue on some client pages. We recommend removing region-based Captcha for the time being. We will send an update once we have a fix.
June 21, 2022 (09:06 BST / 04:06 EDT) – Cloudflare have informed us that the issue is now resolved. Please contact Support if you are experiencing any ongoing problems.
June 21, 2022 (07:43 BST / 02:43 EDT) – We are aware of an incident with the providers of our web application firewall, Cloudflare, that’s impacting service from our application at various locations globally. The issue impacts the engagingnetworks.app domain that’s hosted in Cloudflare, but not our servers in AWS which are operating normally.
We are observing an interruption to the Engaging Networks application in locations where Cloudflare is still suffering connectivity problems.
You can check the Cloudflare status page for more information.
May 3, 2022 (10:40 ET / 15:40 GMT) – The hotfix has been applied and initial tests suggest the issue is resolved. Any data pulled on the 30th April, 1st May, 2nd May should be manually pulled via the Bulk Export API. Please reach out to support if you require any assistance.
No live data will have been lost due to this issue.
May 3, 2022 (10:00 ET / 15:00 GMT) – Our Export API continues to have an issue with the staged data. We pushed a hotfix last night that did not resolve the problem. We have identified a new issue and are working on a fix for that now. We should have more information in the next few hours.
Our advice continues to be to NOT export data from the Export API service. We will be sending instructions along with how to manually download an export file once we have fixed the problem.
May 1, 2022 (09:30 ET / 14:30 GMT) – It was brought to our attention that export data did not stage properly for exports on the morning of Sunday, May 1, 2022, for clients on our Canadian server. All non-US clients (Canada, UK, Australia, Europe) are on the Canada server, along with some clients based in the US.
Important notices
On December 10, 2021, we patched our systems to ensure that this could not impact us. Please read our original message here for more details.
Engaging Networks completed a migration to the Amazon Web Services (AWS) hosting environment. Please check here for details.
Those with supporters in the EU and/or UK should be mindful of Strong Customer Authentication (SCA) compliance deadlines for security measures (Dec. 31, 2020 for the EU and March 2022 for the UK). Additional updates can be found here.
Please note, PayPal 3D Secure is not currently accepting new clients in the existing implementation with Cardinal Commerce on Engaging Networks. An alternative solution is being identified, and please contact the Support team with any questions on your compliance status or SCA’s impact on your organization.
Legacy software access is no longer available through the platform. Political tools previously accessible via the legacy platform are now available in the current UI – please read more here for details.
Supportal pages to check out
Here are some recently created (or updated) pages in the Supportal that you may have missed:
Latest Webinars
Our team publish regular webinars on new features and best practice. You can watch the latest webinars here.
If you need further assistance, please contact support.