On November 1, 2022 from 14:13 UTC to 19:04 UTC, some Zendesk Guide customers across multiple Pods were impacted by an issue that prevented some Help Center articles from loading data resulting in blank articles.
17:45 UTC | 10:45 PT
We are investigating reports of some Guide articles showing as blank when editing. Further updates will be posted shortly.
17:59 UTC | 10:59 PT
We have confirmed an issue causing blank screens when editing some Guide articles. Our team is investigating and we will provide additional information as soon as we can.
18:27 UTC | 11:27 PT
Our team continues to search for a root cause for the issue causing blank pages when editing some Guide articles. We will provide additional updates as we learn more.
19:08 UTC | 12:08 PT
We are beginning to see some improvement in the issue causing blank pages when editing some articles in Guide. Please reload your browser and let us know if you continue to experience any issues.
Root Cause Analysis
This incident was caused by a code change that was implemented to optimize how we load article data. The change prevented some data from being fetched.
To fix this issue, our team identified the problematic code change and rolled it back.
- Additional acceptance and unit testing to cover the scenario uncovered in this incident.
- Improve diagnostic tooling to allow quicker troubleshooting in future.
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 via ZBot Messaging within the Widget.
Postmortem published November 23, 2022.
Article is closed for comments.