56 Gainsight incidents · 2023년 6월 — official updates, affected components, duration and resolution details.
이번 주, 보안 업데이트는 PHP 및 Node.js에 출시되었습니다. 이것은 업계 전체 문제이며 Gainsight에 특이하지 않습니다. 우리의 보안 및 엔지니어링 팀은 가능한 패치 및 완화를 즉시 적용하고, 우리는 어떤 타협의 증거가 없었다. 우리의 보안 팀은 적극적으로 우리의 시스템을 모니터링합니다. 아무것도 할 필요가 있습니까? 이름 * 질문이 있으시면 [email protected] 또는 Gainsight 팀에 문의하십시오.
공식 인시던트 업데이트를 자동 번역했습니다.
SFDC 커넥터를 사용하여 고객의 하위 세트를 인식하고 규칙과 커넥터에 영향을 미치는 오류율이 증가합니다. 우리 팀은 같은 투자, 우리는 더 많은 세부 사항을받을 더 많은 업데이트를 제공 할 것입니다.
우리는 오류율을 보정하고 이것은 Salesforce 끝 (https://status.salesforce.com/incidents/20004512)에 사건과 관련이 있을지도 모릅니다 오류가 발생하면 [email protected]으로 요청을 제기하십시오.
우리는 몇몇 고객이 보는 Salesforce 연결 실패의 원인을 확인했습니다. Salesforce 측에 대한 최근 사건은 간헐적으로 실패하는 인증 요청을 발생 (https://status.salesforce.com/incidents/20004512). 결과적으로, 일부 Gainsight 연결의 Salesforce 인증 토큰은 유효하지 않았습니다. Salesforce는 그 사건을 해결하기 때문에 있습니다. 그러나, 영향을받은 연결은 스스로 회복되지 않습니다. 연결이 필요합니다. 누가 영향을받습니다 : Salesforce 연결이 실패하거나 그 연결에 따라 데이터 동기화 및 작업과 같은 인증 오류를 표시하는 고객. 당신이해야 할 일 : Gainsight의 Salesforce 연결을 재 승인. 재 허가, 차단 또는 실패한 작업이 재시작해야 합니다. 어떤 작업이 실패한 경우, 재조립 후 다시 실행하십시오. 재조정 및 여전히 문제가 발생하면 [email protected]으로 Gainsight Support에 문의하십시오.
우리는 해결로이 사건을 표시하고 있습니다.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 현재 Gainsight CS US1의 Rule과 Participant Sync에 영향을 미치는 지연을 조사하고 있습니다. 우리의 팀은 적극적인 문제점을 찾고 있고 우리는 갱신을 정보로 더 유효한 제공할 것입니다.
감사합니다. 우리 팀은 Gainsight CS US1의 Rules 및 Participant Sync에 영향을 미치는 지연에 대한 진행 상황을 공유하고 다른 업데이트를 상황을 개발합니다.
이 사건은 해결되었습니다. Gainsight CS US1의 Rules 및 Participant Sync에 영향을 미치는 지연은 명확하고, 큐는 정상 수준으로 잡고 있습니다. 감사합니다.
공식 인시던트 업데이트를 자동 번역했습니다.
Salesforce를 사용하는 Gainsight CS 고객은 Salesforce 측의 문제로 인해 서비스 분해 및 간헐적 연결 오류를 경험할 수 있습니다. 문제에 대한 자세한 내용은 여기: https://status.salesforce.com/incidents/20004433
이 사건은 해결되었습니다. 자세한 내용은 여기: https://status.salesforce.com/incidents/20004433
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 고객의 subset를 위한 "Rules" 실패의 보고를, 우리 팀이 동일한 조사하고 있습니다, 우리는 우리가 세부사항을 더 받는 것과 같이 추가 업데이트를 제공할 것입니다.
수정이 구현되어 결과를 모니터링하고 있습니다.
우리는 규칙 Queues의 진행을 추적하고 더 많은 문제에 대한 모니터링으로 인내 주셔서 감사합니다.
이 사건은 해결되었습니다. 우리의 US1, US2 및 EU 지역에서 처리하는 규칙은 실패를 경험했습니다. Replay는 영향을받는 규칙을 위해 방아쇠를 쳤습니다. 실패 알림을 받으면 org에서 실패한 규칙과 워크플로우를 다시 실행할 수 있습니다. [email protected]으로 문의하거나 도움이 필요하시면 됩니다.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 현재 미국2 지역에 영향을 미치는 등급의 성능을 조사하고 있습니다. 우리는 더 많은 정보로 업데이트를 제공 할 것입니다.
수정이 구현되어 결과를 모니터링하고 있습니다.
이 문제는 해결되었습니다. 이 팀은 미국2 지역에 걸쳐 API 감속 및 페이지로드 실패를 일으키는 트래픽 문제를 식별하고 해결했습니다. 성능은 약 15시 20분 UTC로 복구를 시작했으며 나머지는 약 15시 47분 UTC로 확인되었습니다. 규칙 처리 및 데이터 디자이너의 잔여 지연이 있을 수 있습니다. 우리는 내부적으로 사고를 검토하고 반복을 방지하기 위해 조치를 취할 것입니다.
공식 인시던트 업데이트를 자동 번역했습니다.
We are investigating reports of Gainsight CS - US1 and US2 Home Page not Loading. We will update here as soon as we have more information.
We have identified an issue with our Upstream Service provider causing Authentication errors while logging into the Gainsight NXT application. Users who are already logged in into NXT version are not affected. We are closely monitoring and will post updates as soon as they are available.
All users are now able to log in. We will continue to monitor with the service provider.
Issue is resolved. All systems are back to normal.
We have identified an issue impacting the below areas. You may see an error message when interacting or navigating to these pages. - Dashboard filters - Home Page filters - Report Filters - Rules/Data Designer Task filters - JO Query builder Tasks filter Note: The impact is limited to users attempting to access the aforementioned assets via the UI (from application). The backend schedules of these assets are intact with the filter configuration they are already saved with, and continue to work without issues. Our team is actively working on restoration efforts and we will keep you updated with any changes. There is no workaround at the moment. Thank you for the patience as we address this!
A fix has been applied and the is issue is now resolved
We have identified delays in the Rules Engine Queue for Gainsight CS US1 customers due to an infrastructure issue at our upstream cloud provider (AWS us-east-1 AZ) Recovery actions have been taken on our end to mitigate impact. We are closely monitoring our Rules Engine Queue as AWS continues to restore the affected Availability Zone. US2 and EU are not affected.
We are continuing to monitor the ongoing infrastructure issue. In addition to the previously reported Rules Engine Queue delays, customers may also experience intermittent issues with report rendering. US2 and EU customers are not affected.
While the report rendering issue is resolved, we are continuing to monitor Rules Engine Queue delays due to the ongoing infrastructure issue.
Rules queues are back to their normal levels.
We have identified and fixed an issue causing delays in Rules Engine and Data Designer for a subset of customers in the US2 region. Additional capacity has been added to expedite processing. We are closely monitoring as the queues catch up.
We are continuing to monitor for any further issues.
This incident has been resolved.
Gainsight PX customers may experience intermittent issues resolving application domains. An issue has been identified with an upstream DNS service. We are escalating and monitoring for updates.
The issue has been resolved by the upstream DNS service provider.
We are investigating a sudden increase in error rates which may lead to degraded performance or service interruption.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We experienced a brief period of degraded API performance on the 29th of January, between 20:47 and 21:25 UTC . Our monitoring systems detected the issue, and the team quickly identified and resolved it. The service was fully restored, and we’ve taken steps to strengthen safeguards and prevent similar issues in the future. We appreciate your patience while we worked to resolve this.
We are investigating login issues for a subset of customers using GSuite for SSO.
Thank you for your patience as we continue to investigate this issue. Only customers using GSuite for SSO are affected at this time.
Please refer to the Ongoing Salesforce Incident for the latest information: https://status.gainsight.com/incidents/gvng0kly8vwf
We are investigating reports of Salesforce Connection failures. We will update soon as we have more details.
We have identified connection failures resulting from Salesforce revoking active access for Gainsight SFDC Connector. https://status.salesforce.com/generalmessages/20000233 This is currently causing disruptions to Gainsight functionalities that rely on synchronous or real-time API interactions with Salesforce. We are investigating further and will update as we have more details.
We are actively investigating the issue and continuing to monitor the situation closely. We will share further updates as soon as more information becomes available.
We are continuing to work on a fix for this issue.
We continue to investigate the Salesforce connection issue identified earlier today. Further updates will be provided as soon as more information is available.
We continue to work closely with Salesforce as they investigate the unusual activity that led to the revocation of access tokens for Gainsight-published applications. Our internal investigation is ongoing, We will share additional updates as more information becomes available.
Customers using Hubspot might find that the Gainsight app has been temporarily pulled from the Hubspot Marketplace as a precautionary measure. This may also impact Oauth access for customer connections while the review is taking place. We will work with Hubspot on re-listing after thorough review. No suspicious activity related to Hubspot has been observed at this point. These are precautionary steps only. Thank you for your patience, we will share additional updates as more information becomes available.
Access to Gainsight via Salesforce remains unavailable at this time. We continue to work closely with Salesforce to investigate and resolve the connection issue impacting Gainsight-published applications on the Salesforce platform. Salesforce has temporarily revoked active access tokens for Gainsight-connected apps as a precautionary measure while their investigation into unusual activity continues. Our security and engineering teams are collaborating with Salesforce to analyze the technical details, validate configurations, and determine safe restoration steps. We are continuing to consolidate information internally and externally and will provide a detailed update within the next 1 hour.
Investigation is ongoing and we will share updates as more information becomes available. We appreciate your patience and understanding.
We continue to work on the ongoing investigation into the connection issue affecting Gainsight-published applications on Salesforce. Additionally Zendesk connector access has been revoked as a precaution. Please refer to our detailed Salesforce - Gainsight Connected App Incident FAQ (November 20th Afternoon Update): https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809
We want to provide more information on the issue we shared earlier today. We have engaged Mandiant, a leader in cybersecurity, to assist us in our comprehensive, independent forensic investigation. Our current findings indicate that the activity under investigation originated from the applications’ external connection — not from any issue or vulnerability within the Salesforce platform. Salesforce has independently notified known affected customers and continues to investigate. As noted in the FAQ, (https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809) Gainsight can provide the IP ranges and subnets that Salesforce login events from the Gainsight Connector should originate from. At this time, these details can only be shared through a support ticket. If you need this information, please open a ticket with our Support team. We are committed to keeping you informed, and we appreciate your patience and partnership
We continue to work closely with Salesforce on the ongoing investigation into the connection issue affecting Gainsight-published applications on Salesforce. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available.
Salesforce has published an updated Security Advisory on unusual activity related to Gainsight-published applications. https://help.salesforce.com/s/articleView?id=005229029&type=1 We continue to work closely with Salesforce as part of the ongoing investigation. Gainsight-published applications remain disconnected from Salesforce at this time. We will provide further updates as additional information becomes available.
We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available.
Salesforce - Gainsight Connected App Incident FAQ (November 21st Update) - https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809 We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available.
We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available. Please refer to the current active FAQ: https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809
Salesforce - Gainsight Connected App Incident FAQ Update (November 22) - https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809 We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available.
We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available. Please refer to the current active FAQ: https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809 which will be updated every 24 hours with any new information.
Salesforce - Gainsight Connected App Incident FAQ Update (November 23) - https://communities.gainsight.com/community-news-2/salesforce-gainsight-connected-app-incident-faqs-29809 We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available.
Salesforce - Gainsight Connected App Incident FAQ Update (November 24). https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809 Forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available. Thank you for your continued patience while we work to resolve this incident.
We continue to work closely with Salesforce on the ongoing investigation into the incident. In parallel, a forensic analysis is continuing as part of a comprehensive and independent review. We will continue to share updates as the investigation progresses and provide additional information as it becomes available. Customers are advised to promptly rotate all S3 and connector credentials (including BigQuery, Zuora, Snowflake, etc.) used with Gainsight as part of standard security best practices. We have included a PDF with details in our FAQs Community Post. The attachment can be found at the bottom of the post. Please refer to the current active FAQ: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Google SSO logins (Gsuite) are currently failing for small subset of customers who use Google OAuth to sign into Gainsight. To ensure uninterrupted access, we would like to propose an alternative approach using SAML authentication. We support SAML setup with any Identity Provider, including Azure, OneLogin and Google. Our team will be happy to guide you through this configuration. Please see the question “My Google SSO login into Gainsight is failing. What can I do?” in our FAQ for more info - https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
All customers using Google SSO OAuth, are strongly advised to complete the steps in the FAQ item item “My Google SSO login into Gainsight is failing. What can I do?”— even if access to Gainsight is still functioning—to move to SAML based authentication. In addition, updated guidance is available for re-authenticating the GS Assist Gmail plugin and Gmail calendar integration, if you are running into issues with these features. FAQ: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
A new update regarding IOCs and Office Hours can be found in the FAQs. FAQs: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
No updates to the FAQ as we continue to work through the investigation. Please review the Office Hours schedule mentioned in the current FAQ: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
On December 4th, between 6:00 AM - 9:00 AM PT, we will deactivate S3 connections for customers whose S3 access keys have not been rotated since before January 2025 as part of the remediation effort. Please see the “Important NOTE” section at the top of the FAQ for quick reconnection steps: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
As part of the remediation effort, we completed the task of deactivating S3 connections for customers whose S3 access keys have not been rotated since before January 2025. Please see the “Important NOTE” section at the top of the FAQ for quick reconnection steps: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We have updated FAQ to add in key questions asked in this week’s office hours. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We wanted to share an important update: both Mandiant and CrowdStrike have completed their independent investigations. We’ve already shared this investigation summary with Salesforce and are now reviewing the findings together. Once those conversations are complete, we’ll publish the investigation summary on our Trust site, so you have full visibility as well. In parallel, we are proactively working with our partners at Zendesk, HubSpot, and Gong.io to keep them fully updated so we can get those integrations re-enabled as quickly and safely as possible. Thank you for your patience and partnership as we work through this final step. For additional clarifying info see https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Please see an important status update from our CEO Chuck Ganapathi regarding the completion of security investigations: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We’ve added resources to help Gainsight admins get ready for reconnecting with Salesforce once restoration begins. Visit our Community post for details and Office Hours registration. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Great news — Salesforce has approved the Gainsight Managed Package with UI. This means you can once again access the Gainsight UI directly inside Salesforce, just as you could before. Salesforce has also approved the Gainsight Connected Apps that power data exchange between Gainsight and Salesforce. With this approval in place, customers can begin bringing their Salesforce-connected workflows back online. To resume data flow, the Gainsight Connected App needs to be reauthorized. We’re excited to be moving into this restoration phase and will continue to share updates and guidance as more functionality comes back online. A follow-up with more details will be coming later today.
Please see FAQs for updated instructions on how to get the Gainsight-Saleforce connection working. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Salesforce connectivity for Gainsight CS has been approved and restoration is underway. Core Salesforce-dependent workflows are now available after reauthorization, with additional features being brought back online progressively. See the https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809 for details and next steps.
The new managed package that powers the data integration between Gainsight CS and Salesforce has successfully completed the AppExchange security review and has been published (may take a bit to show up in search due to indexing). You can continue using the installation links included in our community post under the December 11th update "How can I get the Gainsight-Salesforce connection working now?" until they show up in search. In addition, you won't see the warning message highlighted in the post anymore. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We’ve published Community updates on Gainsight’s Salesforce Managed Packages, the status of HubSpot, Gong.io, and Zendesk integrations, and Slack app progress. The Staircase Slack app is now re-enabled, with other CS Slack apps coming soon. Please review the Community link for the latest information. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
CS Slack apps have been re-enabled and re-listed! https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Hubspot connector with Gainsight has been approved for use. Here are the instructions in FAQ on how to re-enable your Hubspot connector. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Resolved: The Salesforce Connector access issue identified earlier today has been fully addressed. Connectivity has been restored and no further action is needed. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Gong.io connector with Gainsight has been approved for use. Here are instructions in FAQ on how to re-enable your Gong.io connector. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-faqs-29809
To improve stability following Gong.io re-enablement, call syncs are temporarily running twice daily (12:00 AM and 12:00 PM UTC). See the Community FAQ for details: https://communities.gainsight.com/community-news-2/salesforce-security-advisory-faqs-29809
CS SSO Managed Package Is Now Available on Salesforce AppExchange. Details updated in FAQ. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-faqs-29809
The new Staircase Salesforce Connector is now available and recommended for all new connections. Existing connections will continue to work for now; see the Community post for details and documentation. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-faqs-29809
The Zendesk Connector 2.0 is now available for authorization and use with Gainsight CS. Zendesk Connector 1.0 is deprecated, and the Zendesk Widget is not yet enabled—see Community for details. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Salesforce has approved the managed packages for Customer community (CC), Skilljar, Northpass, and PX. Customers can now begin reconnecting these products to Salesforce. Additional guidance will be shared as reconnections progress.
All required Gainsight Salesforce managed packages (UI and data connectors across CS, Northpass, Skilljar, PX, and Staircase) are now approved and available on the Salesforce AppExchange. See Community for details - https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Some customers have received targeted outreach regarding upcoming security and Salesforce integration updates. A Community post is available for broader awareness and details on who is impacted. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We’ve posted a Community update explaining Salesforce connector reauthorization behavior and how to restore connectivity if it occurs. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
We’ve posted a Community update with important details about 3rd Party Connected App Key Rotation and Salesforce Managed Package Migration Requirements. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
Salesforce Connector reauthorization requirement removed. See Community page for more details. https://communities.gainsight.com/community-news-2/salesforce-security-advisory-relating-to-gainsight-faqs-29809
This incident has been resolved.
Insight Agent - Powered by Staircase AI is experiencing availability issue due to service degradation at CloudFlare We are investigating further and will provide updates as available.
A fix has been implemented by Cloudflare and services are back to normal. We will continue to monitor.
This incident is resolved.
We are observing an ongoing incident with our upstream service provider, Amazon Web Services (AWS), which is currently impacting various internet services. As a precautionary measure, we have temporarily paused the queues in the Gainsight CS US1 region to prevent any impact. Our team is closely monitoring the situation, and we will resume normal queue operations as soon as AWS services are fully restored and stable. At this time, Gainsight CS in US2 and EU services remain fully operational. Please follow https://status.gainsight.com/ for the latest status updates. If you have questions, please open a ticket with us by sending a note to [email protected]
We are continuing to monitor the situation with our upstream service provider, Amazon Web Services (AWS). We are awaiting full recovery before unblocking the queues in the Gainsight CS US1 region to ensure service stability. We will provide another update as soon as all systems are confirmed healthy and operations are restored.
We are aware that report generation for high-volume objects may not be rendering as expected. While we continue to work on resolution, some users may experience failures in report generation. Our teams are actively working to restore full functionality and will share another update once the issue is resolved.
We are continuing to monitor the situation with our upstream service provider, Amazon Web Services (AWS). Some users may still experience issues with report generation at this time. Please follow https://status.gainsight.com/ for the latest status updates. If you have questions, please open a ticket with us by sending a note to [email protected].
We continue to work with the third-party vendor in an effort to resolve the ongoing issue. Customers may experience issues with report generation and data freshness across CS-US1 services. The vendor has acknowledged and is actively working to resolve this. Please follow https://status.gainsight.com/ for the latest status updates. If you have questions, please open a ticket by sending a note to [email protected].
We continue to work with the third-party vendor in an effort to resolve the ongoing issue. Customers may experience issues with report generation and data freshness across CS-US1 services. Customers connecting via Salesforce may also experience intermittent connectivity issues. Please follow https://status.gainsight.com/ for the latest status updates. If you have questions, please open a ticket by sending a note to [email protected].
We continue to work with the third-party vendor in an effort to resolve the ongoing issue. Customers may still experience issues with report generation and data freshness impacting services across CS-US1. Customers connecting via Salesforce may also experience intermittent connectivity issues. Please follow https://status.gainsight.com/ for the latest status updates. If you have questions, please open a ticket by sending a note to [email protected].
We are continuing to monitor the situation closely as our cloud provider works through mitigation efforts. While there are signs of progress, full recovery is expected to take additional time in order for us to unblock Queues in our CS-US1 platform. Customers may still experience issues with report generation and data freshness impacting services across CS-US1 at this time. Customers connecting via Salesforce may also experience intermittent connectivity issues.
We are continuing to monitor the situation closely as our cloud provider works through mitigation efforts. While there are signs of progress, full recovery is expected to take additional time in order for us to unblock Queues in our CS-US1 platform. A subset of customers may still experience issues with report generation and data freshness impacting CS-US1 services. Customers connecting via Salesforce may also experience intermittent connectivity issues.
Our cloud service provider has restored functionality, and we have successfully unblocked our processing queues. Some delays will continue as we work through the backlog. If you experienced any failed jobs, please resubmit them at your convenience. If you have questions or need assistance, please contact our Support team at [email protected].
Services remain stable as we continue to work through the backlog. A subset of customers may need to rerun jobs that failed during this incident. If you have questions or need assistance, please contact our Support team at [email protected].
All services are now operational. The queued backlog is currently being processed and may take some time to fully clear. While will continue to monitor until all processing is complete, we do not expect to post frequent updates unless there is a significant change in status. Thank you for your patience and understanding.
Rules and Data Processor Queues have returned to expected levels. Thank you for your patience and understanding. If you have questions, please contact our Support team at [email protected].
We are investigating an issue in CS US1 region causing delays in the Rules processing and failure of Reports generation for a subset of Customers. Our team is actively working on this and we will provide an update as we have more information.
The source of this delay has been identified and addressed. However it can take some time for the queues to catch up. The issue is now resolved and we will continue to monitor closely.
Queues are back to their normal levels.
We are investigating new reports of Gainsight CS pages not loading when accessing from within Salesforce environment. We will update as soon as we have further information.
We are continuing to investigate this issue. At this time, customers hosted in US1 can clear browser cache to help with this issue.
Our team has identified issue related to Caching and have taken recovery actions. We are closely monitoring the situation. If you are still facing any issues, please email [email protected]
This incident has been resolved.
We are investigating reports of some Gainsight CS pages not loading when accessing from within Salesforce environment. We will update as soon as we have further information.
We have identified this as Caching issue at our service provider and our team has taken steps to resolved it. We are closely monitoring.
The issue is now resolved. If you are still experiencing any issues in loading pages, please perform a Hard refresh in Browser to invalidate Cache from Local Disk.
We are investigating a sudden increase in error rates which may lead to degraded performance or service interruption.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
**Incident**: 27th May, 2025: Some customers may have experienced elevated levels of latency or issues logging into our CS-US1 application. **Root Cause**: A previously undetected cache issue was discovered. This issue caused increased latency for some services. **Recovery Action:** As alerts were received, we blocked queues to investigate. Once the source was identified, a fix was applied which restored performance and availability. Queues were unblocked once stability was confirmed. **Preventive Measures:** The mentioned fix has resolved this issue. We will continue to review and learn from issues like this in effort to provide the best possible customer experience. Please contact [[email protected]](mailto:[email protected]) if there are any questions.
