Resolved -
This incident has been resolved.
Apr 2, 09:30 EDT
Update -
What happened?
A Gmail-specific issue causing email links over 630 characters to break required us to disable some email tracking features between Monday, March 3 and Friday, March 7. As a result, there will be a gap in email performance statistics for messages sent from SFX CRM during this period. Email tracking has now been re-enabled and long links are no longer causing issues. Our teams are actively working with our third-party email provider to monitor this issue and prevent reoccurrence.
What is the impact on my metrics?
With email tracking disabled, SFX was unable to properly record click and open events for emails sent during this time. If email campaigns were sent between March 3 and March 7, you will see lower-than-expected metrics in the following areas:
● Campaign Details: When reviewing a specific email campaign within the Campaigns or Folder sections of SFX CRM, the Impressions (Opens) metric displays 0 Impressions for emails sent between March 3 and March 7. This issue does not affect Click, Apply Attempt, or Apply metrics, which continue to be tracked as expected.
● SFX Insights: Click metrics are affected, displaying 0 for emails sent between March 3 and March 7. Open, Apply Attempt and Apply metrics are unaffected.
NOTE: If you did not send emails out from SFX CRM between March 3 and March 7, your email tracking was not impacted.
Mar 19, 14:20 EDT
Monitoring -
What happened?
A Gmail-specific issue causing email links over 630 characters to break required us to disable some email tracking features between Monday, March 3 and Friday, March 7. As a result, there will be a gap in email performance statistics for messages sent from SFX CRM during this period. Email tracking has now been re-enabled and long links are no longer causing issues. Our teams are actively working with our third-party email provider to monitor this issue and prevent reoccurrence.
What is the impact on my metrics?
With email tracking disabled, SFX was unable to properly record click and open events for emails sent during this time. If email campaigns were sent between March 3 and March 7, you will see lower-than-expected metrics in the following areas:
● Campaign Details: When reviewing a specific email campaign within the Campaigns or Folder sections of SFX CRM, the Impressions (Opens) metric displays 0 Impressions for emails sent between March 3 and March 7. This issue does not affect Click, Apply Attempt, or Apply metrics, which continue to be tracked as expected.
● SFX Insights: Click metrics are affected, displaying 0 for emails sent between March 3 and March 7. Open, Apply Attempt and Apply metrics are unaffected.
NOTE: If you did not send emails out from SFX CRM between March 3 and March 7, your email tracking was not impacted.
Mar 19, 12:37 EDT
Update -
Click tracking for SFX Email Campaigns has been re-enabled. Symphony Talent is continuing to work with our 3rd party email provider on ongoing issues with links over 630 characters, which are still causing errors in Gmail only.
Clients are advised to avoid using links longer than 630 characters in email communications, but otherwise email functionality & click tracking will function as normal.
Thank you for your patience as we work to resolve the underlying issue with our provider.
Mar 7, 10:07 EST
Update -
This issue is currently being investigated by our 3rd party email provider with the next update expected by EOD (US) on March 4th, 2025. In the interim, we have disabled click tracking within SFX email campaigns in order to minimize the impact. However, clients are advised to avoid large email campaigns until further notice due to the likely inaccuracy in click counts. Further updates will be provided as we receive more information.
We appreciate your patience and will share updates as soon as possible.
Mar 4, 11:56 EST
Update -
This issue has been escalated with our third party supplier and they are working to resolve this as soon as possible. We will keep you updated as soon as we know more.
Mar 4, 06:39 EST
Update -
We are continuing to work with our third party vendor to resolve this issue. We appreciate your patience.
Mar 3, 12:38 EST
Investigating -
We have identified an issue with a third party that is impacting our ability to capture click-thru analytics on SFX Email Campaigns.
The Symphony Talent team is investigating the issue and will provide more details as soon as possible.
Mar 3, 10:44 EST