Coveo Cloud outage history

We are observing an issue affecting Analytics Reporting in the EU region. Analytics reports and dashboards in the Administration Console, including the Merchandising Hub, may fail to load. Analytics events are still being collected normally, and search is not affected. This is caused by an issue with one of our third-party infrastructure providers. We are actively working with them to restore service and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The issue has been fixed and we are actively monitoring the service. Some analytics events are still being processed. Thank you for your patience.

The service has remained fully operational since the last update. This incident is resolved.

We identified intermittent issues with logging in to the Coveo platform when using the Salesforce provider in all regions. Their team is actively working to restore service; you can follow updates on their status page . If you need immediate assistance and cannot submit a ticket, please contact our support hotline .

The issue has been fixed and we are actively monitoring this service. Thank you for your patience.

The login has remained fully operational since the last update. This incident is resolved.

We are observing intermittent issue affecting update operations of Salesforce sources in all regions. Their team is actively working to restore service; you can follow updates on their status page . If you need immediate assistance and cannot submit a ticket, please contact our support hotline .

A Salesforce service outage impacted authentication token refresh operations, causing intermittent connectivity and authentication errors for some Salesforce sources. While Salesforce has restored service, affected sources may require reauthorization to fully restore connectivity. For questions or assistance, please contact Support or your Coveo representative.

The service has remained fully operational since the last update. This incident is resolved.

Due to an ongoing issue with one of our service provider, we are observing intermittent issue preventing some customers of using the support portal in all regions. Their team is actively working to restore service; you can follow updates on their status page . If you need immediate assistance and cannot submit a ticket, please contact our support hotline .

The issue seems fixed and we are actively monitoring the support portal. Thank you for your patience.

The support portal has remained fully operational since the last update. This incident is resolved.

We're currently investigating an issue affecting Search pages using the hosted builder in all regions. These pages are currently unavailable. Our team is investigating and will post regular updates until solved.

A fix has been implemented and all Hosted search pages are now operational. We will continue to monitor the situation closely.

This incident has been resolved.

We identified an issue affecting Group Invites in the US region. Customers might be unable to invite a new user to their organization. Our team is already working on mitigating the impact and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The issue has been fixed and we are actively monitoring this service. Thank you for your patience.

The service has remained fully operational since the last update. This incident is resolved.

We're investigating an issue with a service provider affecting Generative Answering in the US region. You may see short-lived spikes in errors when fetching answers from CRGA or Agentic queries. Our team is investigating and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The issue occurring with Generative Answering for some of our US customers has been fixed and we are closely monitoring the service. If you need help or to get in touch with us, please visit our Help Portal

Between 2:30 PM ET and 4:30 PM ET, a temporary degradation on one of our service providers occurred which caused intermittent errors when interacting with Generative Answering in the US during that time window. The issue has been resolved. If you need help or to get in touch with us, please visit our Help Portal

We're investigating an issue affecting Commerce Search. For a subset of customers, some fields which previously existed may be missing from the additionalFields in Commerce API responses. Our team is investigating and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The root cause has been identified and our team is working towards mitigating the issue.

We have identified a fix and expect the issue to be mitigated within an hour. Customers relying on standard fields existing in the additional fields object are affected. This issue can be worked around by relying directly on the standard fields themselves, rather than using them via additional fields

The fix has been implemented and confirmed to work, eliminating the impact. We are continuing to monitor the service.

This incident has been resolved.

We identified an issue affecting Analytics Reporting and a subset of ML Models in the US region. This is preventing updates to our data shares and platform reporting. Observed data may be delayed. Our team is already working on mitigating the impact and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

We have identified the root cause and our team is still actively working on resolving the issue.

Our team has implemented successful mitigations that have reduced the worst of the impact in most cases. However, a subset of customers will continue to see delays in data freshness for data used in the Administration Console. We are continuing to work towards complete mitigation.

The issue is now fully mitigated and this incident is resolved.

We identified an issue with one of our infrastructure providers affecting search for a subset of commerce customers in all regions. You may see service unreachable messages at times. Our team is already working on mitigating the impact and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

We've identified that the impact was specifically scoped to Commerce Recommendations and Product Listing Pages. Regular search queries are unaffected. Our team is continuing to work on mitigating the problem and will post regular updates until solved.

We are seeing a progressive recovery of the issues affecting our infrastructure provider and the errors affecting Commerce Recommendations and Product Listing Pages are also trending down. The incident is still not fully resolved and sporadic errors are still observed at the moment.

The issue affecting Commerce Recommendations and Product Listing Pages has been fixed and we are closely monitoring the service. If you need help or to get in touch with us, please visit our Help Portal

This incident has been resolved.

We identified an issue affecting a subset of requests sent to the Commerce Service in all regions. Recommendation requests where a product ID is either null or empty are currently being answered with 422 responses. Other requests are unaffected. Our team is already working on mitigating the impact and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

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

This incident has been resolved.

We're investigating an issue affecting the visibility of Document Logs in the US region. Some Document Logs may currently be unavailable as a result of an outage from one of our infrastructure providers. Our team is investigating potential mitigation actions and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

We've identified the root cause and our team is working towards processing historical data.

Historical data was fully reprocessed, Document Logs are now available as normal. The team is continuing to monitor the service closely.

This incident has been resolved.

We've identified an issue delaying ML model builds in the US region. Existing models refresh may fall behind schedule. Our team is investigating and will post regular updates until solved. ML Serving remains unaffected. If you need help or to get in touch with us, please visit our Help Portal

A fix has been implemented and we will continue monitoring the results. Thank you for your patience.

This incident has been resolved.

Between 1:46PM EDT and 2:47PM EDT, a temporary degradation of the Commerce API occurred which affected response time latency in the US region during that time window. The issue has been fixed and we are closely monitoring the service. If you need help or to get in touch with us, please visit our Help Portal

We identified an issue affecting Atomic v3 in all regions. Atomic V3 component can have issue loading. Our team is already working on mitigating the impact and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The issue has been fixed and we are actively monitoring this service. Thank you for your patience.

The service has remained fully operational since the last update. This incident is resolved.

We are investigating an issue affecting the Intent Aware Product Ranking Machine Learning models. Changes in catalogs may not be taken into account in a timely manner. Our team is investigating and will post regular updates until solved. If you need help or to get in touch with us, please visit our Help Portal

A fix has been implemented and we are monitoring the results. If you need help or to get in touch with us, please visit our Help Portal

This incident has been resolved.

We've identified an issue causing content refresh delays in our Australian hosting region. Your content might not be up to date. Our team is working on it and will post updates until solved. If you need help or to get in touch with us, please visit our Help Portal

The root cause has been identified and a fix is currently being implemented.

A fix has been implemented and we are monitoring the results. Content updates are now being processed again.

This incident has been resolved. Thank you for your patience.

We have identified an issue causing elevated source job refresh times. A fix has already been implemented and we are monitoring the results.

This incident has been resolved.

We're currently investigating an issue causing degraded relevance with Automatic Relevance Tuning (ART) in all regions. If you need help or to get in touch with us, please visit our Help Portal

We are continuing to investigate this issue.

The cause has been identified and mitigation is in progress. We will provide an update once the situation is fully resolved.

The issue has been fixed. We are monitoring the situation closely to ensure a full recovery.

This incident has been resolved.

We identified and mitigated an issue affecting the Search Service in all regions. Queries were being throttled due to a system issue. Our team has applied a mitigation and we are actively monitoring this service. Thank you for your patience. If you need help or to get in touch with us, please visit our Help Portal

We are continuing to monitor for any further issues.

The service has remained fully operational since the last update. This incident is resolved.