2023-01-31 Animana incident – sending email

Incident IDEXX Software HQ

13:10 CET, 31st, January 2023

We have identified that emails sent from Animana between 19:54h CET (6:54pm UK time) on Monday the 30th of January, and 9:34am (8:34am UK time) on Tuesday the 31st of January, may not have been sent.

To ensure your email messaging sent during this timeframe is received by the recipient, we advise you to resend all email communications.

How do I check if my automated reminders are impacted?

Only reminders sent by email may have been impacted
You can check the status of Automated reminders by following the instructions here:
- English: How do I see which automated reminders have been sent?
- Dutch: Hoe zie ik welke herinneringen automatisch zijn verzonden?
If email reminders have been sent during this timeframe, we advise you to resend the email reminders manually. When you follow the workflow as listed below, make sure to:
- Only select reminders impacted
- Untick the box “raise number of times reminded” to prevent future reminder settings to be impacted.
  - English: How to send your Reminders manually
  - Nederlands: Handmatig versturen herinneringen
  - Deutsch: Manuelles Senden von Erinnerungen

How can I check if an email was sent?

Unfortunately, it is not possible to verify whether emails sent from other areas of Animana (e.g. patient file, client file, or from the agenda), have been sent successfully.
We advise you to check and resend any emails you have attempted to send from Animana between 19:54h pm CET (6:54pm UK time) on Monday the 30th of January, and 9:34am (8:34am UK time) on Tuesday the 31st of January. You can do this from Animana as of this moment, all systems are working as usual.
In the unlikely event that you are still experiencing problems sending emails after 9:34am (8:34am UK time) on Tuesday the 31st of January, we advise you to consult this article for more information and this article for technical resolutions.

We would like to apologise again for any inconvenience caused by this incident and assure you that measures have been taken to prevent such problems in the future.

10:39 CET, 31st, January 2023

The problems with sending emails from Animana have been resolved.

The issue with sending emails occurred between Monday 30 January 2023, 19:54h CET and Tuesday 31 January, 09:34h CET – attempts to send emails within this time period were unsuccessful.

You can now send emails from your Animana account without any problems.

09:02 CET, 31st, January 2023

We are aware of problems currently affecting emailing from Animana. Our teams are currently looking into it, and updates will be posted here.

We apologise for this inconvenience.