Summary
Between November 9, 2021, at 21:00 UTC and November 11, 2021 at 4:27 UTC, Explore customers on non-EU pods experienced stale data or data not being refreshed.
Timeline
23:41 UTC | 15:41 PT
We are aware of an issue causing Explore data to not be refreshed. We will provide more info as soon as we have an update.
03:10 UTC | 19:10 PT
We continue to investigate Explore data delays with our hosting provider that is impacting some customers in non-EU locations. We will provide the next update when more info is available.
05:20 UTC | 21:20 PT
The issue with stale data in Explore for non-EU customers has been resolved. Thanks for your patience while we worked with our hosting provider to resolve this issue.
POST-MORTEM
Root Cause Analysis
This incident was caused by an AWS issue impacting the us-east-1 region.
Resolution
The issue was fixed by AWS.
Remediation Items
- Improve runbook to enable quicker response times.
- Investigate an auto-retry mechanism after receiving errors from AWS.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.
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Postmortem published November 23, 2021.
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