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    Insided kesinti geçmişi

    54 Insided incidents · Mayıs 2023 — official updates, affected components, duration and resolution details.

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    PHP Vulnerability duyurdu - Yük yetenekleri engelli

    Başlangıç 21 Ekim 2026 11:53 UTC · Devam ediyor

    Pending
    1. 21 Ekim 2026 11:53 UTCidentified

      Bir önlem olarak, toplumdaki geçici olarak devre dışı yükleme işlevine sahibiz. Bu süre zarfında, üyeler, doğrusal görüntüler, profil avatarları ve ekleri dahil olmak üzere dosyaları yükleyemeyecektir. Okuma, yayınlama ve cevaplama dahil olmak üzere diğer tüm topluluk işlevleri, etkilenmez. Müşteri verileri veya topluluk kullanılabilirliği için herhangi bir etki görmedik. İşimiz tamamlandığında yüklemeyi bekliyoruz ve bu sayfayı daha fazla bilgiye sahip olduğumuz sürece güncelleyeceğiz.

    2. 21 Ekim 2026 12:40 UTCidentified

      Platformu yakından izlemeye devam ediyoruz. Araştırmamız, ele aldığımız güvenlik sorununun istismar edildiğine dair hiçbir kanıt bulamadı. Dosya yüklemeleri geçici olarak bir önlem olarak devre dışı kalır ve onları mümkün olduğunca kısa sürede restore etmeye çalışıyoruz. Bu sayfayı durum geliştikçe tutacağız.

    3. 21 Ekim 2026 13:00 UTCidentified

      PHP kırılganlığı (PHP2Shell): geçici olarak devre dışı bırakıldı Olasılık Müşteri Toplulukları PHP kullanır. 20 Ekim'de PHP'de iki kritik açık (CVE-2026-109618 ve CVE-2026-109619, PHP2Shell olarak bilinen) resmi düzeltmenin önünde açıklandı. PHP güvenlik ekibi bugün düzeltmeyi salıveriyor, 21 Ekim, 16:00 CEST (14:00 UTC). Ne yaptık: Tüm dosya, doğrusal görüntüler, profil avatarları ve post ekleri de dahil olmak üzere tüm topluluklara yükler. Bu saldırılarda kullanılan istek türüne karşı ek güvenlikleri koyun. Satış belirtileri için girişlerimizi gözden geçirdik. Şimdiye kadar, kırılganlığın platformumuzda sömürüldiğini kanıt bulamadık. Bir sonraki ne olur: EMEA ve ABD altyapımızdaki PHP güvenlik güncellemesini en kısa sürede uygulayacağız. Terk ettikten sonra, tam bir uzlaşma incelemesi yapacağız ve buradaki sonucu paylaşacağız. Bir kez yama uygulanır ve doğrulanır. Okuma, yayınlama ve normal olarak çalışmayı yanıtlayın. Sonraki güncellememiz 17:00 CEST veya herhangi bir değişiklik olursa er olacaktır.

    4. 21 Ekim 2026 14:07 UTCidentified

      Bu sorun için bir düzeltme üzerinde çalışmaya devam ediyoruz.

    5. 21 Ekim 2026 14:08 UTCidentified

      Güncelleme: PHP güvenlik ekibi düzeltmeyi serbest bıraktı. Şimdi bunu doğruluyor ve platformumuza karşı test ediyoruz. Bunu EMEA ve ABD altyapımızda bir kez test tamamlandığında dağıtacağız. Dosya yüklemeleri, düzeltmenin yapıldığı ve doğrulanana kadar geçici olarak devre dışı kalır. İzlememiz, platformumuzda kırılganlığın sömürüldüğüne dair hiçbir kanıt göstermeye devam ediyor. Okuma, yayınlama ve cevaplama normal olarak çalışmaya devam ediyor. Bir sonraki güncellememiz 5PM CEST veya herhangi bir değişiklik olursa er olacaktır.

    6. 21 Ekim 2026 15:30 UTCidentified

      Güncelleme: Herhangi bir regresyonları tanıtmak için serbest bırakılan düzeltmeyi test ediyoruz. Dosya yüklemeleri, düzeltmenin yapıldığı ve doğrulanana kadar geçici olarak devre dışı kalır. İzlememiz, platformumuzda kırılganlığın sömürüldüğüne dair hiçbir kanıt göstermeye devam ediyor. Okuma, yayınlama ve cevaplama normal olarak çalışmaya devam ediyor. Bir sonraki güncellememiz 6PM CEST veya herhangi bir değişiklik olursa er olacaktır.

    7. 21 Ekim 2026 16:16 UTCidentified

      Güncelleme: Herhangi bir regresyonları tanıtmak için serbest bırakılan düzeltmeyi test ediyoruz. Dosya yüklemeleri, düzeltmenin yapıldığı ve doğrulanana kadar geçici olarak devre dışı kalır. İzlememiz, platformumuzda kırılganlığın sömürüldüğüne dair hiçbir kanıt göstermeye devam ediyor. Okuma, yayınlama ve cevaplama normal olarak çalışmaya devam ediyor. Sonraki güncellememiz 7PM CEST veya herhangi bir değişiklik olursa er olacaktır.

    8. 21 Ekim 2026 18:18 UTCidentified

      Update: We are completing the testing in staging before deploying to production. File uploads remain temporarily disabled until the fix is deployed and verified. Our monitoring continues to show no evidence that the vulnerability was exploited on our platform. Reading, posting and replying continue to work as normal. Our next update will be by 8:30PM CEST, or sooner if anything changes.

    9. 21 Ekim 2026 18:53 UTCmonitoring

      Update: The PHP security fix has been deployed to production and we are continuing to monitor closely. We have found no evidence that the vulnerability was exploited on our platform. File uploads remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Next update by 08:00AM CEST, or sooner if anything changes.

    10. 22 Ekim 2026 06:12 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Next update by 10:00AM CEST, or sooner if anything changes.

    11. 22 Ekim 2026 08:17 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Next update by 12:00PM CEST, or sooner if anything changes.

    12. 22 Ekim 2026 11:19 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Next update by 3:00PM CEST, or sooner if anything changes.

    13. 22 Ekim 2026 14:18 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Next update by 6:00PM CEST, or sooner if anything changes.

    14. 22 Ekim 2026 18:43 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads that render in the page remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Attachments of files pdf, zip, txt is again possible. Next update by 10:00PM CEST, or sooner if anything changes.

    15. 22 Ekim 2026 20:02 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. File uploads that render in the page remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. Attachments of files pdf, zip, txt is again possible. Next update by 10:00AM CEST, or sooner if anything changes.

    16. 23 Ekim 2026 11:13 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. Image file uploads that render in the page remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. We will have an update on restoring image file uploads by end of day. Attachments of files pdf, zip, txt is again possible. Next update by 6:00PM CEST, or sooner if anything changes.

    17. 23 Ekim 2026 19:44 UTCmonitoring

      Update: We are continuing to monitor and have found no evidence that the vulnerability was exploited on our platform. Image file uploads that render in the page remain temporarily disabled out of an abundance of caution. Reading, posting and replying work as normal. We have started reworking the concerned services to ensure we can restore image uploads as fast as possible. We will have a firm ETA by 25 Sunday 12pm CET Attachments of files pdf, zip, txt is again possible. Next update by 12:00PM CEST, or sooner if anything changes.

    18. 26 Ekim 2026 04:39 UTCmonitoring

      Uploads restored: Uploads are available again in all Gainsight Customer Communities. No action is needed. We will continue to monitor closely.

    Resmî olay güncellemesinden otomatik olarak çevrilmiştir.

    [AB ve ABD toplulukları] Elevated error 500 ve 504 hataları giriş yaparken

    Başlangıç 29 Eylül 2026 11:05 UTC · 1h 30m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 29 Eylül 2026 11:05 UTCidentified

      Sorun tespit edildi ve bir düzeltme uygulanır.

    2. 29 Eylül 2026 11:28 UTCmonitoring

      Bir düzeltme uygulandı ve sonuçları takip ediyoruz.

    3. 29 Eylül 2026 12:35 UTCresolved

      Bu olay çözüldü - bu kesintiden platforma içtenlikle özür dileriz ve tamamlandıktan sonra burada bir RCA belgesi yükleyeceğiz.

    Resmî olay güncellemesinden otomatik olarak çevrilmiştir.

    ABD - Kullanıcı güncellemek için yavaş yavaş

    Başlangıç 24 Ağustos 2026 07:35 UTC · 1d 5h

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    User Overview
    1. 24 Ağustos 2026 07:35 UTCinvestigating

      Şu anda bu konuyu araştırıyoruz - ABD toplulukları için kullanıcı genel bakış, yeni kullanıcıları görüntülemek için her zamankinden daha uzun sürüyor, bu yavaşlık da kontrol sayfasında gerçekleşiyor.

    2. 25 Ağustos 2026 13:21 UTCresolved

      Bu olay çözüldü.

    Resmî olay güncellemesinden otomatik olarak çevrilmiştir.

    [EU + US communities] Topics failing to load

    Başlangıç 4 Ağustos 2026 07:57 UTC · 3h 30m

    OutageKritik olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 4 Ağustos 2026 07:57 UTCinvestigating

      We are currently investigating an issue with topics not loading correctly, we will update this page asap with more information once known.

    2. 4 Ağustos 2026 08:08 UTCmonitoring

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

    3. 4 Ağustos 2026 11:27 UTCresolved

      This issue has been resolved - time of the incident (CEST) 9:33am - 10:00am; a 27 minute period in which most topics were returning a 404 error page instead of the topic. It was caused by an unexpected side affect of a downstream change to one of our platform security mechanisms, we apologise for this temporary disruption.

    Intermittent timeouts and slowness are identified in our EU communities

    Başlangıç 8 Temmuz 2026 09:45 UTC · 2h 9m

    OutageKritik olay
    Etkilenen bileşenler
    Status of our EMEA Community Infrastructure
    1. 8 Temmuz 2026 09:45 UTCidentified

      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.

    2. 8 Temmuz 2026 11:54 UTCresolved

      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.

    Investigating AI Answers / AI Summary Services

    Başlangıç 2 Temmuz 2026 17:28 UTC · 2h 7m

    Pending
    Etkilenen bileşenler
    Community SearchSearch Functionality
    1. 2 Temmuz 2026 17:28 UTCinvestigating

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

    2. 2 Temmuz 2026 19:34 UTCresolved

      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.

    Events Module Unavailable for US Communities

    Başlangıç 29 Mayıs 2026 19:21 UTC · 24m

    OutageKritik olay
    Etkilenen bileşenler
    Events Module
    1. 29 Mayıs 2026 19:21 UTCinvestigating

      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.

    2. 29 Mayıs 2026 19:45 UTCresolved

      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 [email protected]

    Salesforce Connection Failure

    Başlangıç 21 Kasım 2025 12:47 UTC · 117d 3h

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    Salesforce IntegrationSalesforce Integration
    1. 21 Kasım 2025 12:47 UTCinvestigating

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

    2. 21 Kasım 2025 14:01 UTCidentified

      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.

    3. 22 Kasım 2025 02:57 UTCidentified

      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.

    4. 22 Kasım 2025 19:36 UTCidentified

      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

    5. 22 Kasım 2025 19:48 UTCidentified

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

    6. 2 Aralık 2025 17:42 UTCidentified

      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

    7. 13 Aralık 2025 22:43 UTCmonitoring

      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

    8. 18 Mart 2026 16:35 UTCresolved

      This incident has been resolved.

    Issue with content creation and edits

    Başlangıç 17 Kasım 2025 09:07 UTC · 4h 42m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 17 Kasım 2025 09:07 UTCinvestigating

      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.

    2. 17 Kasım 2025 12:03 UTCidentified

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

    3. 17 Kasım 2025 12:20 UTCmonitoring

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

    4. 17 Kasım 2025 13:49 UTCresolved

      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 [email protected] and we apologies for any inconvenience caused by this.

    Custom community pages may not load properly

    Başlangıç 10 Kasım 2025 18:38 UTC · 5h 16m

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 10 Kasım 2025 18:38 UTCinvestigating

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

    2. 10 Kasım 2025 20:15 UTCidentified

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

    3. 10 Kasım 2025 21:08 UTCidentified

      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.

    4. 10 Kasım 2025 22:19 UTCidentified

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

    5. 10 Kasım 2025 23:54 UTCresolved

      This incident has been resolved.

    Embedded Media Not Working

    Başlangıç 6 Ekim 2025 15:18 UTC · 4h 37m

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    Text EditorText Editor
    1. 6 Ekim 2025 15:18 UTCidentified

      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.

    2. 6 Ekim 2025 19:25 UTCmonitoring

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

    3. 6 Ekim 2025 19:55 UTCresolved

      This incident has been resolved.

    Embedded media (e.g., Vimeo videos) is currently not working across communities

    Başlangıç 26 Eylül 2025 08:32 UTC · 1h 39m

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    Text EditorText Editor
    1. 26 Eylül 2025 08:32 UTCinvestigating

      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.

    2. 26 Eylül 2025 10:12 UTCresolved

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

    US region degraded performance

    Başlangıç 3 Eylül 2025 16:49 UTC · 4h 7m

    IssuesKüçük çaplı olay
    Etkilenen bileşenler
    Status of our US Community Infrastructure
    1. 3 Eylül 2025 16:49 UTCidentified

      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.

    2. 3 Eylül 2025 17:43 UTCidentified

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

    3. 3 Eylül 2025 17:44 UTCidentified

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

    4. 3 Eylül 2025 17:44 UTCmonitoring

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

    5. 3 Eylül 2025 20:56 UTCresolved

      This incident has been resolved.

    [EU + US communities] Issues with Linkedin + Facebook Login

    Başlangıç 29 Ağustos 2025 08:48 UTC · 2h 42m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Single Sign On (SSO)Single Sign On (SSO)
    1. 29 Ağustos 2025 08:48 UTCidentified

      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.

    2. 29 Ağustos 2025 10:36 UTCmonitoring

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

    3. 29 Ağustos 2025 11:30 UTCresolved

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

    EU + US Communities - Elevated error rates on topic load

    Başlangıç 6 Ağustos 2025 14:05 UTC · 3h 22m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 6 Ağustos 2025 14:05 UTCinvestigating

      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.

    2. 6 Ağustos 2025 14:24 UTCidentified

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

    3. 6 Ağustos 2025 15:33 UTCmonitoring

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

    4. 6 Ağustos 2025 17:28 UTCresolved

      This incident has been resolved.

    Community Pages Not Loading Properly

    Başlangıç 28 Temmuz 2025 17:29 UTC · 3h 55m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 28 Temmuz 2025 17:29 UTCidentified

      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.

    2. 28 Temmuz 2025 21:24 UTCresolved

      This incident has been resolved.

    Issues with Third Party Scripts due to Front End performance improvements

    Başlangıç 24 Temmuz 2025 07:00 UTC · 0m

    Pending
    1. 11 Ağustos 2025 10:21 UTCresolved

      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.

    EU Communities - elevated error rate

    Başlangıç 15 Temmuz 2025 15:14 UTC · 20m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community Infrastructure
    1. 15 Temmuz 2025 15:14 UTCinvestigating

      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.

    2. 15 Temmuz 2025 15:24 UTCidentified

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

    3. 15 Temmuz 2025 15:34 UTCresolved

      This issue has been resolved and the platform is stable again. Any more follow up issues please contact [email protected] - apologies for this short disruption.

    SSO Login issues

    Başlangıç 27 Haziran 2025 07:26 UTC · 2h 13m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our EMEA Community InfrastructureStatus of our US Community Infrastructure
    1. 27 Haziran 2025 07:26 UTCinvestigating

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

    2. 27 Haziran 2025 07:42 UTCidentified

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

    3. 27 Haziran 2025 08:08 UTCmonitoring

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

    4. 27 Haziran 2025 09:39 UTCresolved

      This incident has been resolved - we sincerely apologise for the disruption caused by this, any more issues or questions please email [email protected].

    US Communities - Currently experiencing issues with community loading

    Başlangıç 13 Haziran 2025 15:19 UTC · 4h 44m

    OutageBüyük çaplı olay
    Etkilenen bileşenler
    Status of our US Community Infrastructure
    1. 13 Haziran 2025 15:19 UTCinvestigating

      We are currently investigating this issue.

    2. 13 Haziran 2025 15:45 UTCinvestigating

      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,

    3. 13 Haziran 2025 16:46 UTCinvestigating

      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.

    4. 13 Haziran 2025 17:37 UTCinvestigating

      We are continuing to investigate this issue.

    5. 13 Haziran 2025 18:11 UTCinvestigating

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

    6. 13 Haziran 2025 18:44 UTCinvestigating

      Users may experience degraded performance in some areas.

    7. 13 Haziran 2025 18:56 UTCidentified

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

    8. 13 Haziran 2025 19:05 UTCmonitoring

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

    9. 13 Haziran 2025 20:03 UTCresolved

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

    10. 19 Haziran 2025 10:58 UTCpostmortem

      **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 [[email protected]](mailto:[email protected]).