50 Smartlook incidents · September 2022 — official updates, affected components, duration and resolution details.
Due to a global AWS outage between October 19 and 20, 2025, some Smartlook services experienced disruptions. The main application at app.smartlook.com remained fully operational. The issue has been resolved, and smartlook.com is now fully online again.
The issue has been identified and a fix is being implemented.
We are continuing to work on a fix for this issue.
If you need access to Smartlook account before the final solution is provided, please contact our support team at [email protected].
The issue is still ongoing, as we are currently awaiting feedback from the provider regarding the publication of the new Okta certificates. We apologize for the complications and appreciate your patience. Rest assured, we will keep you updated on any developments. In the meantime, if you'd like, you can contact [email protected] for an interim login solution while we work to resolve the issue. Thank you for your understanding.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating the issue.
The incident has been now resolved. Sessions are playable without any troubles.
We are currently investigating this issue.
A larger load of recordings caused a delay in their processing. As a result, active and recently completed recordings were not immediately accessible, but they became playable after some time. The issue is fixed now and all the sessions work as expected. There is a possibility of corrupted sessions.
A larger load of recordings caused a delay in their processing. As a result, active and recently completed recordings were not immediately accessible, but they became playable after some time. The issue is fixed now and all the sessions work as expected. There is a possibility of corrupted sessions.
Due to a disruption in our service, completed sessions were loading with a significant delay.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are looking into an issue where for some users the sessions and session list is loading with a significant delay.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved. The issue lasted from 6.45 PM to 7.15 PM (CET), March 21, 2024, mainly session replay was affected. There might be a minor data loss (missing/corrupted sessions).
We are currently investigating an issue where recording playback returns "Missing or corrupted record." error.
We are continuing to investigate this issue.
The issue has been located, and we are working on a fix.
The issue is now resolved. Some website project recordings recorded from 07:00 AM to 11:50 AM CET and mobile project recordings from 09:00 AM to 11:50 AM CET might be corrupted or missing. The issue affected recordings stored in EU datacenter. The root cause was AWS load balancer controller failure, which we have fixed in coordination with AWS support.
We are investigating a degraded performance with sessions loading.
Sessions are loading again, and we keep monitoring the situation.
This incident was resolved, and the performance is back to normal.
We are currently investigating this issue.
Short-term decrease in UI performance between 5pm and 6pm (CET). Some recordings may not have been persisted. We are sorry for any inconvenience caused.
We are currently investigating this issue.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident was resolved, and the performance is back to normal. There might be some data loss between 2:45 PM and 3:45 PM (CET). We apologize for the inconvenience, and thank you for your understanding.
We are investigating the degraded performance of the app.
This incident was resolved, and the performance is back to normal. No sessions should be impacted.
We are investigating a degraded performance of the app.
The services have returned to the normal level of performance, and we are monitoring them.
This incident was resolved, performance is back to normal, there should be no data loss.
UI performance issue that affected loading sessions. There might be some data loss (especially mobile projects) between 8.00 PM and 9.00 PM (CET). We are very sorry for any inconvenience.
We are currently investigating issues with sessions not loading.
The performance issue has been resolved, some recordings recorded between 5:30 PM CET and 6:30 PM CET might be corrupted.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
The issue has been solved. As for sessions, from 7:00 PM CET to 9:00 PM CET, there might be some sessions missing or corrupted, especially mobile ones. Our apologies for any inconvenience caused by this issue.
We have observed prolonged loading times for some of the features and we are currently looking into the root cause.
We are currently experiencing performance issues with our database and are actively working on resolving it.
The database is stable now. The issue lasted from 8:45 AM CET to 9:45 AM CET, affecting both the reading and saving of recordings. Some recordings may be missing or corrupted.
We are currently investigating this issue.
Short-term decrease in UI performance between 5pm and 6pm (CET). Some recordings may not have been persisted. We are sorry for any inconvenience caused.