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.
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.
Root Cause Analysis
This incident was caused by an AWS issue impacting the us-east-1 region.
The issue was fixed by AWS.
- 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.
Postmortem published November 23, 2021.
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