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ActiveCarrot Outage Report May 2019
Posted by David Walden on 27 May 2019 10:26 AM

To Our Valued Clients

This report is in regards to the ActiveCarrot outage on Monday 13th/Tuesday 14th May 2019.

We have received the incident report from our Web Team and can now disclose the following information:


All ActiveCarrot services were unavailable for approximately 15 hours.


An unusually high number of data lines were pushed to the ActiveCarrot database in a short amount of time. This overwhelmed the database and caused one of the tables to become corrupt.

Fix and future actions

Once identified, the backup database was restored. However, due to the database’s large amount of records, the restoration process took much longer than anticipated, or desired.

In order to avoid this type of issue again, the following actions are being, or already have been, implemented:

- reduce the number of inactive/unused records in the database by archiving them

- increase the backup frequency, reducing the amount of ‘lost’ data in the event of a restoration being needed

- Providing clients with the tools and support assistance to identify and correct any missing or incorrect data records

- enhance the process that ‘pushes’ data to the database, reducing the number of records stored

- streamline the investigation process in order to identify issues faster


Again, we apologise for the inconvenience that this incident caused and we appreciate your patience and understanding.

If you have any questions or concerns, please contact your Account Manager.


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ActiveCarrot Outage - Customer Fix Process
Posted by David Walden on 14 May 2019 03:24 PM

In order to correct the data from the ActiveCarrot outage experienced, there are a number of steps that will need to be taken in your Links system.

The data is all there in the Links database, but it cannot be seen by ActiveCarrot, so it needs to be ‘pushed’ up to ActiveCarrot.

To do this, their data will need to be slightly changed, and then changed back.

Click on the links below to find instructions on how to find the list of affected customers:

Members instructions
Visit Pass holders
Students instructions

Once you have these lists, you will need to alter their details slightly so that the system will find them, and push them to Active Carrot.

Please ensure you save your report so once you have made the change and the push has happened, you are able to go back the next day and change the data back.

Changing the Data

For each customer in the list, please open Links and go to POS > Customer > Customer, and browse for the customer.

In order to reduce the possibility of mistakes, we recommend only changing the ADDRESS field, by adding a full stop ‘.’ To the end of the text (see image below)

Once added, click SAVE.

The next day, remove the full stop ‘.’ and click SAVE to return the data to its original form.

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ActiveCarrot Outage Impact
Posted by Lisa Turvey on 14 May 2019 11:17 AM

Dear valued client,

As we have previously posted, ActiveCarrot was down from approximately;

Australia: 2pm AEST Monday 13th May to 5am AEST for ActiveCarrot & 8.30am for e-blast Tuesday 14th May.
USA: Midnight EST Sunday May 12th to 3pm EST for ActiveCarrot & 6.30pm for e-blast Monday May 13th.

We are still waiting on a full report from our online services provider and will share this once it becomes available.

In the meantime, it is important for you to understand that there are a number of areas that have potentially impacted both yourself and your customers. These include;

-    Customers were unable to purchase or book any online services.
-    Scheduled e-blast campaigns during this time would not have sent to your customers.
-    New and changed Customer data was not pushed to ActiveCarrot from Links

The backup that was restored was from 3.30am AEST Monday 13th May. Please review the below to see what impacts there was to your Customers and Manager Portal Configuration.

-    Any changes made in the Manager Portal, such as settings or templates (terms and conditions, email templates, etc) will need to be redone
-    New e-blast campaigns created would not of saved
-    Anyone that created or changed their password for the Customer Portal will not have occurred. This will need to be reset.
-    Any new customers created on Monday 13th May between 3.30am AEST – Tuesday 14th May 5am AEST, will not be seen in ActiveCarrot. A process to identify these Customers will be communicated later today.

We are taking this issue extremely seriously and are investigating future preventative measures. Again, we sincerely apologise for the inconvenience caused to you and your Customers.

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ActiveCarrot and eblast service update
Posted by Maddison Mitchell on 14 May 2019 08:02 AM

We have been advised that the ActiveCarrot service has been restored as of 5am AEST this morning. 

Our external Web Team are still resolving issues with eblast and we are patiently awaiting an update on these works. 

Once all has been restored and working, we anticipate a detailed report of the issue that occurred so we can provide this to our Clients. 

Further updates and information to come. 

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ActiveCarrot Service Restored
Posted by Neil Uden on 14 May 2019 05:06 AM

To our valued ActiveCarrot Clients,

We are very happy to advise that all ActiveCarrot services have now been restored. 

We apologize for any inconvenience that this disruption caused.

If you have any questions or concerns about this incident, please don't hesitate to contact us to discuss them.


Thank you.


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