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Intermittent timeouts and slowness are identified in our EU communities. We identified the issue and are mitigating it. We will follow up and update this page as soon as we have more information.

We have traced the root cause of the recent downtime to an AWS hardware failure. We apologize for the inconvenience this caused. Our team is already putting structural measures in place to ensure that similar hardware issues will not impact our platform going forward.

We are currently investigating an issue affecting AI Summary features, which may result in unexpected or incomplete responses. Search results are not impacted.

The issue affecting AI Summary features has been successfully resolved, and normal functionality has been fully restored. Thank you for your patience while we worked to fix this.

We are currently investigating reports that the Events module is not working or failing to load for users within our US communities. Our engineering team is looking into the root cause, and we will provide an update within the next 30 minutes. We apologize for the inconvenience and appreciate your patience while we work to resolve this.

The issue affecting the Events module in US communities has been fully resolved, and normal functionality has been restored. We appreciate your patience and apologize for any disruption this caused to your workflow. If you continue to experience any issues, please reach out to our support team at ccsupport@gainsight.com

We are investigating reports of Salesforce Connection failures and we will update here as soon as we have more details.

This issue has been tied to the temporary revocation of Salesforce authentication credentials by Salesforce - we are working on getting these reinstated asap, no community data should be lost and events can be replayed again on our side to fill in the gaps once the authentication credentials have been reinstated.

Work is ongoing to get Salesforce authentication reinstated. No community data should be lost and events can be replayed again on our side to fill in the gaps once the authentication credentials have been reinstated.

The Salesforce and Gainsight incident remains ongoing. Our teams are actively working to resolve the issue and restore functionality as quickly and safely as possible. For the latest updates and FAQs, please visit the main status page: https://status.gainsight.com/incidents/gvng0kly8vwf

We are continuing to work on a fix for this issue.

The Salesforce and Gainsight incident remains ongoing. Rest assured our teams are working around the clock to resolve the issue and restore functionality as quickly and safely as possible. In the meantime, we are preparing a workaround and steps to re-enable services. For the latest updates and FAQs, please visit the main status page: https://status.gainsight.com/incidents/gvng0kly8vwf

The Gainsight CC<>Salesforce integration has now been re-enabled and customers can proceed with re-authenticating their connection. To restore full functionality, please follow the step-by-step reconnection guide available here: https://communities.gainsight.com/customer-communities-cc-17/communities-salesforce-integration-restoration-guide-29962

This incident has been resolved.

We are currently investigating an issue on some communities where content cannot be created or edited; either via the control administration area or sometimes from within the community destination pages.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This issue has been resolved - we traced the source of the issue to some database indexes that were lost when a subsequent database update wiped out these indexes. We estimate that only around 10% of customers had this issue happen to their community and the problem was certainly not widespread. Any left over issues please contact ccsupport@gainsight.com and we apologies for any inconvenience caused by this.

We’re investigating an issue where custom community pages may not load correctly.

Our engineering team has identified the root cause and is actively working on a fix.

We have applied the initial fix which resolves this issue for the majority of customers. We are actively working on a fix that continues to impact custom pages for less than 1% of CC customers.

We are continuing to work on a fix for this issue.

This incident has been resolved.

Embedded media is currently not working for some video providers (e.g., Vimeo, Twitter, Vidyard, etc.). YouTube embeds remain unaffected and continue to work as expected. We’ve identified the root cause of the issue, and our engineering team is actively working on a fix. We’ll share an update as soon as the resolution is deployed.

The fix was deployed, we are now monitoring this issue.

This incident has been resolved.

Embedded media (e.g., Vimeo videos) is currently not working across communities. Users may see “Media not available” when trying to play embedded videos. Our engineering team is actively investigating the issue and working on a fix.

The incident affecting embedded media has been resolved. Embedded videos should now display correctly across all affected communities.

We identified a degraded performance especially on the homepages of our US communities. The investigation is ongoing into what is the root cause to this.

The root cause was identified, and the performance is back to expected performance. We will continue monitoring this incident.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We have identified an issue with LinkedIn and Facebook login functionality - it can be temporarily mitigated by adding a new 'Authorized redirect URL for your app', adding a http version of the url e.g: http://[yourcommunityurl.com]/sso/return. We are working on a full fix for this now though and will update this page with more information once available. Please note that this issue will not affect normal SSO logins / registrations which continue to function normally.

A fix has been implemented and we are monitoring the results.

This incident has been resolved and both Linkedin and Facebook logins are back to normal, we sincerely apologise for the disruption caused by this.

We are investigating an issue where topics are not loading and and error page is shown, it seems to be affecting Articles and Product Updates.

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’re currently experiencing an issue where community pages are not loading correctly. Our engineering team has identified the root cause and is actively working on a fix. We’re aiming to restore full functionality as soon as possible and will share updates here as progress is made. Thank you for your patience and understanding.

This incident has been resolved.

Incident Summary: On 24 July 2025, we deployed a performance improvement designed to speed up page loading by changing when certain parts of our application load in the browser. As a result of this change, some page elements loaded later than before. Certain third party scripts used by customers depended on those elements being available straight away, so those scripts failed to run correctly. This caused integration errors and broken functionality for affected customers. Impact: Seven customers experienced issues with their integrations. In these cases, third party scripts could not access the expected page elements, which led to errors and features not working as intended. Timeline: - 24 July 2025 9:00 AM (CET) - Deployment completed with new loading behaviour as part of performance improvements. - 25 July 2025 - First customer reports of integration issues received. An internal investigation began to identify the cause. - 26 to 29 July 2025 - Investigation confirmed that lazy loading of certain elements meant they were not available when customer scripts ran. Compatibility checks were carried out to assess possible fixes and confirm the scope of the impact. - 30 July 2025 15:30 AM (CET) - Decision made to revert the change to restore the original loading behaviour. Reversion deployed to production. Monitoring confirmed resolution for all affected accounts. Impacted customers were contacted and confirmed the issue was resolved. Resolution: We rolled back the performance change so that all elements load as they did before. This restored the expected functionality for all affected customers. Mitigation and Next Steps: - Implement a compatibility aware rollout strategy for future performance changes. - Conduct an audit of existing third party scripts to identify other potential compatibility risks. - Include broader customer impact reviews before releasing performance optimisations. - Give customers and support teams more notice of significant changes that may affect integrations. Lessons Learned: There are a wide range of third party scripts in use across all customer instances, and changes to page performance can have unintended side effects. Future performance updates will be introduced in phased rollouts with additional compatibility checks, and customer impact will be reviewed more thoroughly before release.

We are currently investing an issue with an elevated error rate (15-20%) affecting EU communities, we will update here once more information is available.

The issue has been identified and a fix is being implemented.

This issue has been resolved and the platform is stable again. Any more follow up issues please contact ccsupport@gainsight.com - apologies for this short disruption.

We are currently investigating an issue with SSO logins leading to an error 500 page after login.

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 sincerely apologise for the disruption caused by this, any more issues or questions please email ccsupport@gainsight.com.

We are currently investigating this issue.

We are continuing to investigate this issue - we have identified a couple of infrastructure issues thought to be causing this. We appreciate your continued patience,

We are continuing to investigate the source of the problem, and have identified a few possibilities for it. As soon as we know more information we will post it here asap.

We are continuing to investigate this issue.

User experience is improving at this time but we are still investigating.

Users may experience degraded performance in some areas.

The issue has been identified, and a fix was deployed. Performance is steadily improving.

We are monitoring the results of our fix, and performance is back to normal.

This incident has been resolved. Details will be added once available.

**Redis Cache Degradation and Service Impact - June 13, 2025** ### **Overview** On **June 13, 2025**, from **17:09 to 21:13 CET**, some of our services in the **US region** experienced significant disruptions due to a cascading infrastructure failure. The issue began with degraded performance in our Redis caching layer, triggered by underlying **AWS infrastructure instability**, and ultimately led to elevated error rates and service outages across several systems. ‌ ### **What Happened** A sudden degradation in our Redis cache - likely caused by transient **network issues within AWS infrastructure** - resulted in dramatically slower response times and dropped connections. As Redis became unavailable, systems attempted to query the main database directly, which caused that database to hit its connection limits and become overloaded. This caused broader performance issues across multiple services. ### **Customer Impact** * **High error rates** \(HTTP 5XX\) across several services in the US region * **Slower API response times** and degraded system performance * **Stale or delayed data** due to failed or missed caching * **Up to 4 hours of partial or full service disruption** * **No customer data was lost**, but availability and performance were impacted ### **Timeline of Events \(CEST\)** * **17:09** - Error rates spike and initial alarms trigger * **17:13** - Incident response begins * **17:30-19:00** - Teams work to stabilise the system, including service rollbacks and traffic load reduction * **18:38** - AWS confirms a related infrastructure/network event affecting Redis connectivity * **19:30** - Redis instance upgraded to a higher-capacity configuration * **21:10** - Services fully recover * **21:13** - Incident officially resolved ### **What Caused the Issue?** Our Redis cache experienced performance degradation and stopped serving traffic effectively. Based on internal logs and external confirmations, this was **likely due to transient network and infrastructure issues within AWS**, which impacted bandwidth and connection handling for Redis. As a result, traffic was redirected to the main database, which then became overloaded, creating a cascading service failure. ### **How Was It Resolved?** * Redis was scaled up to handle more traffic and recover performance * Non-essential services were temporarily paused to reduce system load * Once Redis recovered, database pressure eased and systems began returning to normal ### **Could This Have Been Prevented?** Partially. Some safeguards helped limit impact \(such as CDN caching for guest users\), but earlier detection of Redis degradation and better isolation between cache and core systems could have reduced downtime. The unexpected AWS infrastructure event contributed significantly to the incident’s scope. ‌ ### **Key Lessons and Next Steps** * **Improve monitoring and alerting** for Redis resource exhaustion and network saturation * **Isolate caching infrastructure** by service or use case to prevent single points of failure * **Enhance fallback logic** to reduce stress on primary databases when caching layers fail * **Work closely with AWS** to better understand and mitigate infrastructure-related disruptions * **Explore more resilient multi-layer caching strategies** to handle future spikes gracefully We sincerely apologise for the disruption and appreciate your patience. We are taking meaningful steps to strengthen our infrastructure and improve our detection and response capabilities to prevent similar events in the future. For any more information or issues please email [ccsupport@gainsight.com](mailto:ccsupport@gainsight.com).

Between May 13 and May 29, 2025, the Salesforce write-back integration failed for users in US-based instances. This resulted in delayed updates from our systems to Salesforce, primarily impacting Salesforce-based reporting for a subset of customers. EU instances were unaffected. During the outage, approximately 6m messages accumulated in the processing queue. No immediate user-facing functionality was impacted beyond reporting accuracy. Root Cause: The integration failure stemmed from a deployment issue that blocked the write-back process, compounded by a lack of logging and monitoring resulting in 6m backed up queue messages that were subsequently all released. Additionally, events were processed as individual API calls rather than in bulk, which led to some customers hitting Salesforce API rate limits. Resolution & Improvements: The queue eventually cleared after manual intervention. We are implementing the following to prevent recurrence: - Monitoring for the queue size and write-back errors - Logging improvements - Bulk processing and flow control to reduce API load - Internal alert tuning to reduce noise We apologize for the oversight and thank affected customers for their patience!

We are currently investigating an issue with some API calls not working for US hosted communities, the API credentials page is also displaying an error 500 message.

We have identified an infrastructure issue which is causing the problem, we are in the process of fixing it now and hope to be back to normal very soon.

The problem has been resolved and normal service has been restored. Thank you for your patience while we worked on this. If you experience any further issues, please reach out to our support team.

### Public API Downtime in US Region - Root Cause Analysis **Date of Incident:** June 4, 2025 **Region Impacted:** United States **Duration:** Approximately 3 hours ### **Summary** On June 4, 2025, our Public API in the US region experienced an unexpected outage beginning around 14:00 UTC. The root cause was due to the database underlying the API exhausting its allocated storage resources, which led to the API becoming inaccessible. Service was fully restored after intervention from our cloud provider. ### **Impact** During the outage, customers in the US region were unable to access the Public API for approximately 3 hours. This may have affected real-time data operations and integrations. No data loss occurred, and all data integrity was maintained post-recovery. However, we recognize the disruption in service impacted customer experience and system reliability. ### **Timeline \(UTC\)** * **12:10** - Initial internal alert for high database connections triggered * **14:00** - First customer-facing alert of API unavailability * **14:00-14:15** - Preliminary investigation into logs * **14:20** - Engineering team escalated the issue * **Multiple recovery attempts initiated**, including expanding storage and restoring from backup * **17:00** - Cloud provider intervened and successfully restored database service * **~17:00-17:15** - API services resumed normal operation ### **Root Cause Analysis** The issue was caused by the exhaustion of allocated storage on the database instance supporting the US Public API. This instance was operating under an outdated configuration with limited storage and without automatic scaling. In addition, no specific monitoring alert for storage exhaustion was in place, contributing to delayed detection and response. ### **Preventative Actions** To prevent recurrence of similar issues, we are implementing the following actions: #### **Monitoring Improvements** * Introduce storage-specific monitoring and alerting for all production databases * Enable automatic storage scaling on all critical database instances #### **Infrastructure Enhancements** * Upgrade legacy database instances to more scalable configurations * Migrate to more reliable M-series instances * Audit and validate configurations for all production infrastructure These improvements are planned during a scheduled maintenance window over the weekend of **June 21-22, 2025**, with minimal expected downtime. ### **Lessons Learned** * Relying on legacy instance types for production workloads increases risk * Clear and specific alerting is essential for early detection of infrastructure issues * Automatic scaling and infrastructure validation should be standard across services * Operational coverage during holidays must be more robust to ensure timely responses We sincerely apologise for the inconvenience this incident may have caused. Ensuring the reliability and performance of our services is our highest priority, and we are committed to learning from this event to prevent a repeat in future. If you have any further questions or concerns, please do not hesitate to reach out to our support team at [ccsupport@gainsight.com](mailto:ccsupport@gainsight.com).

We've received some reports of issues with the navigation menu not appearing correctly, we're working to resolve these issues as soon as possible.

We are continuing to investigate this issue.

This incident has been resolved.

We've received some reports of issues with the navigation menu not appearing correctly, we're working to resolve these issues as soon as possible.

This incident has been resolved.