@dave Is there any update/progress? It’s been 10+ days to my knowledge that email has been nonfunctional. Which means our event invites aren’t going out either. Why aren’t we getting updates from the TroopTrack employees, why are they relying on a user to update the rest of us??? This is not the customer service we expect for a paid product.
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I would suggest simply changing mail providers or bypass AWS and set up to send directly via Sendgrid (or choose one of many others like them). Being blacklisted is disruptive but should be easily cleared up within 24-48 (MAX) hours. Your domain no longer appears on any public blacklists. There is no reason the TT team can’t point the mail function to another provider, update the DNS records and have this working today. I’m very confused why this has gone on this long. Does the TT team need help? I have resources that could assist.
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That is basically what Dave did at the beginning of the year when Sendgrid suspended service. I really don’t know all of the ins and outs as to what needs to be done to change providers, clearly it was not as simple as moving DNS records from Sendgrid to AWS since some services were still not working properly. I will pass along your offer of help.
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This is definitely unfortunate timing for us, as we had planned to officially launch TroopTrack to all users in the last couple of weeks but are now waiting on the ability to send those welcome emails.
On the topic of paying more for additional support, I personally think the product is priced very well, but wonder, given the note about a reduced customer base, what sort of increase would be needed to yield enough to add even one additional resource to the team.
I don’t know if it’s something the TroopTrack leadership would consider, but what about volunteers (pseudo open source)? Adults in Scouting are already used to donating their time and skills, could some of us, myself included, be utilized to assist with the backlog of items that need addressed? I have no idea what the codebase for TT looks like or what languages/frameworks are used, but I know code and would be willing to throw a bit of effort at the backlog as time allows, assuming my skillset is compatible. I’m sure there are IP and security considerations that TT may not be willing to undertake, but I’m probably not alone in the willingness to help improve the product if I can.
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I hate to be so negative, but it’s been almost a week since we got an update from you, much less TroopTrack directly (users who are not on this message board are not getting any updates at all). It should not take this long to get reapproval for email functionality, or else there is another problem. Truthfully, the customer base may keep shrinking with the kind of timely response and solution this is getting. My AHG troop is researching other options as fast as we can, because our confidence in TroopTrack is diminishing rapidly.
Can we PLEASE get a real update and ETA on a fix!?
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@davidjgriff, this could not be worse timing for your unit, that is unfortunate.
I also think the product is priced very well and I looked at the other paid options out there and they are all right around the same amount. I am not sure what it would take as I really don’t know any specifics of financials of TT.
I plan to suggest that very thing. I may not be a developer but I have been volunteering my time to help as much as I can, I figure there may be others out there that do have specific development skill sets, and like you said we all ready have a heart for volunteer work. I am sure it would take time but I think in the long run it would be well worth it.
@LoriOBrien1, I hear you, unfortunately I have not received any update from TT staff so I haven’t had anything to share. I am not sure what the holdup is in getting re-approved. I did suggest the Product update post so all users were notified of the issue when they logged in rather than figuring it out on their own and then coming to the Community. Believe me I am frustrated as well. I do still believe in the product and hope that it can weather this storm and keep going. I do bring feedback to the TT leadership and have mentioned how frustrated everyone is.
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One of our emails just went out.
Same here. One emailed out. Not sure if others are queued.
I just tested ours, and it is also working. Yay!! 
But I do think that, in addition to the significant length of the issue without resolution, the lack of notice and communication from TroopTrack is quite disconcerting. The only information anyone has had was in this forum from @AaronStorey , who is not representing the company but just a user helping as much as he can on this message board. There were no emails to troops or individual users who reported issues, no notification on TroopTrack itself, and no official updates even here. I totally understand that the user base is down and there is extremely limited development work occurring, but we also need to feel confident that we won’t all wake up one day to find out the entire thing is shut down for good. I hope they can take this to heart for future issues.
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As people are noticing e-mail is once again flowing. I got word from TT staff last night that all of the issues were fixed and sometime between then and about 6am PDT this morning e-mail service was restored. TT Support has confirmed it is working and I also was able to send out several messages. I did notice that messages in my Recent Messages list that had failed during the outage and were scheduled to resend did not go out and I tried to have them resend this morning and they still did not go out. It does not appear as though any missed notifications will be sent as they all failed rather than sitting in a queue.
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I am very glad that outgoing emails seem to be sending again. I, as others have expressed, am very disappointed with the communication around this outage. Our inboxes are still not functioning and haven’t been since May. TT is aware and keeps just saying that they are working on it. I’d hate to have to leave TT, but our pack may have to if things don’t improve.
We sincerely thank everyone who shared their feedback during the recent email downtime. We deeply apologize for the delay in communication and recognize that our updates were not timely. We understand the concern this caused and greatly appreciate your patience and understanding.
A special acknowledgment goes to @AaronStorey for his extraordinary support. His dedication, guidance, and proactive assistance to the TroopTrack community have been invaluable, and we hold his contributions in the highest regard.
We have now implemented an in-app notification feature so members will see important updates immediately upon logging in. We know this came later than it should have, as our team was fully engaged with the email provider and addressing a large volume of support tickets. We acknowledge that our communication during this time was insufficient, and we take full responsibility.
We have shared this feedback with Taylor and the leadership team to ensure that going forward, critical updates will be communicated promptly and clearly. Improving transparency and timely communication is a priority, and we are committed to doing better.
Thank you again for your patience, support, and engagement. Your feedback strengthens the TroopTrack community and motivates us to improve continuously.
TroopTrack Support Team
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I think that it is very important for us to know this right now: Will ALL of the queued mail that has been sitting for two weeks be sent out now? It that is the case, we are going to have very confused members who will be getting information that is two week old and potentially no longer relevant. I would really like to know if this is the case so that I can figure out if I am going to have an even bigger mess to clean up.
Well so far I have not seen a flood of queued email that accumulated during the outage, so I’ll assume that those messages are not going out. And my previously scheduled, but never delivered emails did not go out so that is good. I was able to send a test message successfully.
That is also the behavior I noticed, it would seem anything from the time things were down had a hard error and did not sit in any queue.
@Pushkaraj, thanks to you and the rest of the TroopTrack team for restoring email!
What technical mitigations will prevent this from recurring?
Newsletter went out.
Tested email and it was successfully sent!
Yippee! Sound the horn.
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Our troop’s email address alias is saying that it is no longer valid. Is this related to the email outage or is it a real issue with our address? Found it when I was trying to figure out what was going on with our email and notifications.
The Inbox is not working. I am also seeing the contact@troop-xxx.trooptrack.email Inbox error message saying this e-mail alias has become invalid. I tried to delete and re-create, I tried to create new, nothing is working. While I had not seen that error previously I am reasonable sure this is related to the e-mail problems experienced at the beginning of the year and changing over from sendgrid to AWS for e-mail services. This will be the next thing looked at now that e-mail overall is fixed and working.
Our contact@ and Treasurer inboxes haven’t been functional since May. TT keeps telling me they are aware and working on it but no improvement yet.