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Issue [Resolved]: Multiple Messages Sent (23rd May 2019)

Thursday 23rd May 2019; 23:35pm

We have identified how this issue occurred and have now released an update that should prevent this issue going forward.  We will continue to watch this closely though.

Thanks again for your patience.  

- Damien

Thursday 23rd May 2019; 4:55pm

We are aware of an incident in which multiple (duplicate) messages have been sent today between 4:05 and 4:50pm AEST. We are investigating this as a matter of priority. Early indications are that multiple instances of our message generation system was able run and create the same message multiple times.  Whilst the outcome is the same as the issue outlined below (multiple messages sent to clients), the cause is somewhat different.

Again our sincere apologies for the inconvenience (and likely annoyance) this issue may have caused you and your clients.  Our team are on it, and we hope to get to the bottom of this quickly.

I'll provide a further update later this evening.

- Damien

Wednesday 22nd May 2019

We experienced on issue on 21st May between 1pm and 5pm AEST where duplicate SMS and Email messages were sent.  This was a recurrence of the same issue experienced on 5th May 2019.  Whilst we implemented an immediate resolution on 5th May, we identified that there were some further improvements we could make to the message queuing system to minimise the risk of duplicate messages.  Since this time our development team have been rebuilding the message queuing system.   We have successfully completed beta testing for this over the past week and have now released this.  

We can appreciate that it is inconvenient for you and your clients when multiple messages are sent, and we think the revised version of the messaging queuing system will prevent this from reoccurring.  Thank you very much for your understanding whilst we have worked through this issue.  We will naturally continue to monitor the new system closely, and if you have any concerns or questions, please let us know.

- Damien