58 Fullstory incidents · novembre 2023 — official updates, affected components, duration and resolution details.
Un changement a été apporté le 23 septembre à la façon dont les URL des actifs capturés sont résolus, ce qui a conduit par inadvertance à la rupture de la lecture pour les sessions du centre de données EU1. Cela a été corrigé en faisant reculer ce changement à 9h45 UTC.
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Nous avons mis en place un correctif pour un problème qui a causé des retards dans la disponibilité de certaines données de session, contribué à la dégradation des résultats de recherche et de tableau de bord, et potentiellement retardé les notifications d'alerte dans Fullstory l'application. Nous surveillons activement les résultats pour assurer une stabilité totale.
Nous restons à l'affût de tout autre problème.
Cet incident a maintenant été résolu. Si vous rencontrez des problèmes après 18h15 (HE), veuillez nous envoyer un courriel à [email protected].
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Nous sommes conscients d'un problème signalé par notre fournisseur d'infrastructure de cloud (Google Cloud Platform) affectant plusieurs services Fullstory dans le centre de données NA1. Les services touchés comprennent la capture de données (web et mobile natif), l'application Web Fullstory, API, Webhooks & Alerts, Anywhere: Warehouse, Guides and Surveys, StoryAI et Workforce. La saisie des données peut être interrompue pendant cette période. Nous collaborons activement avec notre fournisseur, suivons de près la situation et fournirons des mises à jour dès qu'elles seront disponibles.
Nous assistons à une reprise du problème signalé par notre fournisseur d'infrastructure cloud (Google Cloud Platform) et nous surveillons activement afin d'assurer une stabilité totale. Vous pouvez également suivre le statut du fournisseur directement ici: https://status.cloud.google.com/incidents/J5ia5t9p3g9Q5Wi7r8Ev
Le problème signalé par notre fournisseur d'infrastructure cloud (Google Cloud Platform) est maintenant résolu et les services Fullstory sont pleinement opérationnels à partir du 1er septembre 2026 à 16h32 (HE). Toutes les données en retard sont actuellement traitées et seront disponibles sous peu. Si vous avez des questions ou si vous rencontrez des problèmes continus, veuillez contacter [email protected].
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À 10h40 ET, les utilisateurs de Silver Schema dans NA1 ont commencé à subir des retards de synchronisation d'entrepôt avec tous les utilisateurs touchés vers 11h10 ET. Nous enquêtons encore sur cette question.
Nous avons mis en place un correctif pour le problème qui a commencé vers 10h40 ET, ce qui a causé des retards pour nos clients d'entrepôt Silver Schema dans la région NA1. Le système est en train de rattraper son retard. Notre équipe prend des mesures pour s'assurer que toutes les données sont traitées correctement, et nous publierons une autre mise à jour une fois que tous les traitements sont de retour à la normale.
Le problème qui a causé des retards pour les clients des entrepôts Silver Schema dans la région NA1 a été résolu et le service est de retour à l'exploitation complète à partir du 18 août 2026 à 4:23 PM ET. Si vous avez des questions ou si vous rencontrez des problèmes continus, n'hésitez pas à contacter notre équipe à [email protected].
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From 7:58pm UTC on the 6th of August, users in NA1 & EU1 organisations with Guides & Surveys enabled were unable to create or edit tours and smart tips. There was also some disruption of end-user content delivery, though this was mitigated by edge caching serving cached content. The issue was resolved by 8:30am UTC on the 7th of August.
Nous sommes conscients d'un problème avec BigQuery qui a commencé vers le 23 Juillet 2026 à 7:45 AM (ET) qui impacte Fullstory Anywhere: Connexions d'entrepôt utilisant BigQuery. Nous suivons de près la situation et fournirons des mises à jour dès qu'elles seront disponibles.
Pour clarifier la portée de cet incident : Fullstory utilise BigQuery en interne pour transformer les données pour tout Anywhere : Entrepôt clients dans le centre de données NA1, quel que soit le type de destination finale. En conséquence, cette dégradation de BigQuery peut avoir retardé la synchronisation d'un petit nombre de tables pour tous Anywhere: les clients d'entrepôt en NA1 — y compris les destinations BigQuery, Redshift, Databricks et Snowflake — non seulement les clients se synchronisent directement avec BigQuery. Nous continuons à surveiller et nous fournirons une nouvelle mise à jour que les synchronisations récupérer.
Cet incident est résolu. La dégradation sous-jacente de BigQuery a été atténuée, et la couche de transformation des données que Fullstory utilise pour Anywhere: Warehouse in NA1 est revenue à un fonctionnement normal. Toutes les synchronisations qui ont été retardées pendant cette période ont maintenant pris du retard, et les tables touchées sont à jour dans toutes les destinations (BigQuery, Redshift, Databricks et Snowflake). Le problème est survenu d'environ 7 h 45 HNE à 11 h 20 HNE le 23 juillet 2026. Nous nous excusons pour cette perturbation et vous remercions de votre patience. Envoyez-nous un courriel à [email protected] si vous continuez à voir des problèmes.
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Le modèle derrière les fonctionnalités StoryAI qui sont directement intégrés dans les tableaux de bord, segments, et Session Replay voient la disponibilité dégradée en raison d'une panne de Google. Nous travaillons en étroite collaboration avec leur équipe pour résoudre ce problème. D'autres fonctionnalités d'IA de Fullstory ne sont pas touchées pour le moment.
Cet incident a été résolu
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Between July 6, 2026 at 8:47 AM EDT and July 7, 2026 at 12:00 PM EDT, incorrect filter configurations were intermittently applied to the default canned metrics (Users Today, Sessions Today, Error Rate, and Avg Page Load Time), which could have caused them to display unexpected filter values or report zero results due to no matching data. If you have any questions or are experiencing any continued issues with canned metrics, please reach out to [email protected].
Beginning at approximately 04:00 CEST (22:00 EDT Jun 10), end users on sites where Guides & Surveys is installed may have experienced guides, tours, surveys, and smart tips not displaying correctly, and interaction data was delayed. This only is impacting customers in our NA data center. This issue was caused by resource exhaustion in the service responsible for delivering and recording end-user activity, not in the FullStory application itself. The FullStory app, Guides & Surveys editor, and theme/targeting configuration were not affected. No data was lost. Content delivery may have been delayed, and whether queued interactions are replayed will depend on whether the end user's session re-qualifies against targeting rules. We have identified the root cause of this issue, implemented a fix, and are actively monitoring the service. We will provide a further update once the service has been fully restored.
This incident has been resolved. Guides, tours, surveys, and smart tips are now delivering normally for end users in the NA data center. We apologize for the disruption and are implementing additional safeguards to prevent recurrence. If you are still experiencing issues, please contact support at [email protected].
We are investigating an issue where Metric Alerts are triggering at thresholds that do not match the underlying metric data for customers in both our EU and NA data centers. Customers may be receiving alert notifications that appear to fire incorrectly or more frequently than expected. Our engineering team has been notified and is actively investigating. We will provide an update as soon as we have more information. We apologize for the disruption and appreciate your patience.
As of 9:36 AM ET on June 11, 2026, this issue is resolved. A feature flag introduced as part of our multi-metric support rollout caused alert evaluations to diverge from actual metric values, resulting in Metric Alerts firing incorrectly even when the underlying metric had not breached its threshold. Start time of this issue: Multi-Metric Beta customers: June 4, 2026 at 10:27 AM ET All other customers using Metrics with division: June 10, 2026 at 4:25 PM ET If you continue to receive alerts you believe are incorrect, please reach out to us at [email protected]. We apologize for the disruption.
We are monitoring an issue that began on June 6 at 10:00am ET causing data processing delays in our EU1 data center. New sessions are appearing normally, but analytics for recent sessions and data sent from Fullstory to connected warehouses may be delayed. A fix has been implemented today and we are monitoring the system's recovery. We will provide another update as soon as possible.
This issue is now resolved. If you notice any further delays in analytics indexing or data warehouse syncing reach out to [email protected].
On April 6th, 2026, we introduced a limit on the number of pages that can be recorded in a single session to ensure optimal performance. An unexpected side effect caused our systems to continue collecting excess session data without properly saving it, creating a processing backlog. To resolve this, we quickly paused the limit and significantly increased our system's processing capacity to clear the backlog. Unfortunately, because of the size of the delay, a portion of session data was permanently deleted before it could be successfully archived. Due to ongoing metric degradation as a result of that incident, we experienced a similar build up in our processing backlog on May 18th 2026. While we were able to capture the events in these sessions, the affected sessions will appear in a blank state. This issue impacted a small subset of sessions in some customer accounts in our NA data center from May 7th, 04:00 UTC to May 19th, 07:00 UTC when the issue was ultimately resolved.
On April 6th, 2026, we introduced a limit on the number of pages that can be recorded in a single session to ensure optimal performance. An unexpected side effect caused our systems to continue collecting excess session data without properly saving it, creating a backlog in our database. To resolve this, we quickly paused the limit and significantly increased our system's processing capacity to clear the backlog. Unfortunately, because of the size of the delay, a portion of session data was permanently deleted before it could be successfully archived. While we were able to capture the events in these sessions, the affected sessions will appear in a blank state. This issue impacted a small subset of sessions in some customer accounts in our NA data center from April 6th, 11:00 UTC to April 14th, 14:00 UTC when the issue was ultimately resolved.
Some customers using Fullstory Anywhere: Warehouse may have observed a significant decrease in the number of events being transported to their data warehouse between February 24, 2026 to March 13, 2026. No data was lost during this time and all data has been backfilled to the impacted customers' warehouses. This incident is now resolved.
2026/02/24 Data transport to data warehouse significantly delayed for some customers This postmortem details the customer impact, the root cause of what happened, how we addressed the problem, and how we will prevent it from happening in the future. # Customer Impact Some customers using Fullstory Anywhere: Warehouse may have observed a significant decrease in the number of events being transported to their data warehouse between Feb 24, 2026 to Mar 13, 2026. The impact here is limited to object storage destinations such as Amazon S3, Azure Blob Storage, and Google Cloud Storage. # Root Cause The Fullstory platform has two internal pipelines that generate event data and notify downstream systems. There is a streaming pipeline for real time event processing, and a batch pipeline for everything else. Object storage data destinations receive notifications from the latter whenever it processes session and page entities that are deemed inactive i.e. no longer receiving event data. On Feb 24, 2026 the team made a change to the streaming pipeline to track additional metadata about page entities that were being processed. Unfortunately this change had an unintended effect on the batch pipeline which caused notifications to not be fired upon successful processing for a subset of events. Thus event data that should have been transported to object storage to instead remain buffered indefinitely. # Resolution On Mar 11, 2026 the team investigated the issue and pinpointed it to a code change that was deployed on Feb 24, 2026. A fix was deployed on the same day as the issue was found. From there events from newly processed page entities began flowing to affected customer’s data warehouses again. Once the fix was in place the team focused on impact analysis and remediation. A backfill process was kicked off on Mar 12, 2026 to transport event data that did not originally make it to affected customer’s data warehouses. As of Mar 13, 2026 the backfill is complete and any gaps in event data have been filled. No further action is required from those impacted. # Process Changes and Prevention Our team has completed a thorough review of the incident, fixed the relevant bug, and implemented a backfill process for remediation here. We have also identified several areas of improvement with our metrics and monitoring, as well as system changes to prevent this kind of unintended cross-pipeline impact. We deeply regret this incident and invite any Fullstory customer who was materially affected to contact [[email protected]](mailto:[email protected]). We stand by ready to fully address all of your concerns.
We are currently experiencing delays in data processing in our EU1 data center. New sessions may not appear until several minutes later. Additionally, data passed to connected warehouses from Fullstory will be delayed. We are investigating the issue.
Our team has implemented a fix and the system is now catching up. We are addressing delays that began at the following times: - Analytics: 2026-02-27 20:00 UTC - Warehouse: 2026-02-25 03:00 UTC We are taking steps to ensure all data is processed accurately and will post another update once processing is back to normal.
The delay in processing for new sessions has been resolved and this system is now operating normally. We are continuing to work through the delays affecting data passed to connected warehouses from Fullstory. We will provide another update once all processing is back to normal.
This incident in the EU1 region has been resolved. All data processing delays have been cleared, and all systems are now operating normally.
We are currently monitoring an issue that is causing delays for warehouse customers located in our EU1 region. Customers may experience slower than normal processing times. We have identified the root cause and will continue to monitor the situation. We will provide another update as soon as we have more information.
We have implemented a fix for the issue that began around 18:40 UTC, which was causing delays for our warehouse customers in the EU1 region. The system is now catching up. Our team is taking steps to ensure all data is processed accurately, and we will post another update once all processing is back to normal.
Correction: The issue began at approximately 18:40 ET, not 18:40 UTC as previously stated. We have resolved the issue that was causing delays for our warehouse customers in the EU1 region, and all systems are now fully operational. Our team will continue to ensure all data is processed correctly. We appreciate your patience and apologize for any inconvenience this may have caused.
We experienced a service disruption in our EU1 region that impacted playback functionality from 8:45 AM to 9:37 AM UTC. We apologize for any inconvenience this may have caused.
From 1:04 PM to 1:26 PM EST, Fullstory experienced elevated error rates for session capture and some areas of the app. This also caused slight processing delays that lasted until about 2:00 PM EST. There was minimal to no data loss, and most failed requests were successful on retry.
From January 22, 2026 at 12:54 PM ET through January 23, 2026 at 11:26 AM ET, the Get Session API was unintentionally unavailable. Any requests to Get Session API may have incorrectly responded with HTTP 403 for valid calls. Fullstory customers that attempted to send an API request during the outage window will need to process these requests again. If you believe your account was impacted or have any questions, please reach out to [email protected].
Certain organizations are experiencing elevated server API error rates, specifically for the create event batch API.
This incident has been resolved.
