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Text of the page (random words):
al cause and fixed the issue slowness in kb site and api hub resolved mar 18 2025 13 27 gmt 00 00 we observed a failover event in redis that lasted for a few minutes causing slowness in kb and apihub all applications are functioning as expected now affected components europe show history investigating mar 18 2025 12 20 gmt 00 00 we experienced some slowness in knowledge base site and api hub the issue has been mitigated for now and we are actively investigating the root cause false alert in us knowledge base resolved aug 08 2024 10 11 gmt 01 00 closing this issue since the root cause has been identified as a false alert show history open aug 08 2024 10 10 gmt 01 00 the service degradation alert received in the us environment is a false alarm caused by a dns issue with the monitored endpoint service degradation in kb resolved jul 29 2024 13 02 gmt 01 00 the issue is now resolved show history resolved jun 29 2024 06 06 gmt 01 00 we have observed the resolution provided have mitigated the service disruption and system is stable now monitoring jun 29 2024 05 00 gmt 01 00 we have identified the root cause and fixed the issue the service degradation was limited to articles with tags we are currently monitoring the situation identified jun 29 2024 04 30 gmt 01 00 we faced service degradation in eu and us environment in during scheduled maintenance intermittent slowness in portal api resolved jul 29 2024 11 00 gmt 01 00 the slowness was caused by a recent change made for improving the code stability we have identified the root cause and fixed the issue show history open jul 29 2024 09 56 gmt 01 00 we are facing intermittent slowness in portal api we have identified the root cause and working on a fix service disruption in portal resolved may 22 2024 17 17 gmt 01 00 start time 2024 05 22 16 23 00 we are experiencing slowness and downtime in portal site due to disruption in azure service we re actively working on to resolve this issue we will share more updates once the issue is resolved thank you for your understanding and continued support should you have any further inquiries or require additional information please do not hesitate to reach out to our support team resolved time 2024 05 22 16 50 00 this issue has been resolved now we ll share more details shortly facing slowness in authentication resolved feb 26 2024 10 40 gmt 00 00 incident during february 20 09 21 to 10 41 pm ist and february 21 07 26 to 09 11 pm ist a production outage occurred in the identity server disrupting service for multiple customers duration the slowness persisted for 185 minutes in total causing interruptions in service availability and connectivity impact customers using document360 portal and private projects had intermittent timeouts cause during peak traffic periods the system experienced performance degradation characterized by delayed response times and subsequent timeouts automatic horizontal scaling mechanisms were activated to manage the increased load on our servers however as the horizontal scaling reached a critical threshold it exacerbated connection issues with the sql database resulting in timeouts resolution to address this challenge we implemented a solution by vertically scaling our server infrastructure to higher core machines capable of handling increased loads with high availability this adjustment ensures improved performance and reliability during peak usage periods thereby mitigating potential disruptions caused by resource limitations thank you for your understanding and continued support should you have any further inquiries or require additional information please do not hesitate to reach out to our support team show history monitoring feb 22 2024 07 01 gmt 00 00 we have taken mitigation measures for the identity service slowness the application is working normal now and we are monitoring the situation investigating feb 21 2024 15 25 gmt 00 00 we are facing slowness in our identity authentication servers we are currently investigating the issue service disruption in private projects kb site and portal resolved feb 26 2024 10 40 gmt 00 00 incident during february 20 09 21 to 10 41 pm ist and february 21 07 26 to 09 11 pm ist a production outage occurred in the identity server disrupting service for multiple customers duration the slowness persisted for 185 minutes in total causing interruptions in service availability and connectivity impact customers using document360 portal and private projects had intermittent timeouts cause during peak traffic periods the system experienced performance degradation characterized by delayed response times and subsequent timeouts automatic horizontal scaling mechanisms were activated to manage the increased load on our servers however as the horizontal scaling reached a critical threshold it exacerbated connection issues with the sql database resulting in timeouts resolution to address this challenge we implemented a solution by vertically scaling our server infrastructure to higher core machines capable of handling increased loads with high availability this adjustment ensures improved performance and reliability during peak usage periods thereby mitigating potential disruptions caused by resource limitations thank you for your understanding and continued support should you have any further inquiries or require additional information please do not hesitate to reach out to our support team show history identified feb 20 2024 04 02 gmt 00 00 between 04 02pm and 04 57 pm utc on 20 february 2024 customers who had set up private mode experienced inaccessibility to the knowledgebase and portal site s pages causing a disruption in service requests for the home page or portal would consistently time out after approximately 30 seconds root cause after conducting an investigation it was determined that the identity server encountered a sudden and substantial increase in traffic characterized by an unusually high volume of requests this surge led to the database system reaching its maximum concurrent requests limit resulting in data write issues mitigation the delay in the data write process resulted in temporary system slowness which in turn caused a delay in the scaling up process as defined in the system next steps we are currently engaged in a comprehensive analysis to identify potential areas for improvement to prevent similar incidents in the future we appreciate the understanding and patience of our customers during this incident and we are dedicated to continuously enhancing our systems to provide a seamless and reliable service false alert knowledgebase instance 3 is down resolved dec 26 2023 23 22 gmt 00 00 earlier today our monitoring system identified a ping url as being offline attributing it to a dns issue subsequent to a meticulous investigation we have determined that this alert was indeed a false positive our findings affirm that the ping url was fully operational throughout the specified period and there was no authentic disruption in service we sincerely apologize for any confusion or inconvenience this erroneous alert may have caused should you have further inquiries concerns or insights pertaining to this incident please don t hesitate to contact our dedicated support team your feedback is of great value to us as we strive to enhance our systems and processes continually service disruption in private projects portal and kb site resolved dec 14 2023 15 24 gmt 00 00 impact customers who had set up private mode experienced inaccessibility to the knowledgebase and portal site s pages causing a disruption in service requests for the home page or portal would consistently time out after approximately 30 seconds cause upon investigation it was found that the identity server experienced a sudden and significant surge marked by an unusually high number of requests this influx in turn triggered a timeout situation in the sql server our analysis revealed a notable increase in thread connections directly attributable to the surge in requests this surge coupled with connection pool starvation led to the inability to establish necessary connections with the database resulting in the observed timeouts mitigation to address the immediate impact our auto heal setup and process efficiently identified the elevated server load and initiated the scaling out of resources this reactive measure ensured that the system could adapt to the increased demand mitigating the severity of the issue and restoring accessibility to the knowledgebase and portal pages for users in private mode next steps we are currently engaged in a comprehensive analysis to identify potential areas for improvement to prevent similar incidents in the future our aim is to implement proactive measures that will enhance the system s resilience and responsiveness ensuring a more robust and reliable experience for our users even during periods of unexpected demand we appreciate the understanding and patience of our customers during this incident and we are dedicated to continuously enhancing our systems to provide a seamless and reliable service user authentication service got high response time resolved nov 15 2023 09 56 gmt 00 00 root cause analysis rca report incident summary an unusual surge in traffic was directed towards one instance of our authentication server the increased traffic load overwhelmed the affected instance leading to a partial outage and impacting the availability and performance of our authentication services the incident was identified as an azure outage in traffic manager services affecting our hosting infrastructure incident resolution we have taken comprehensive measures to enhance the reliability and availability of our authentication and other services this includes strengthening our auto scaling configurations to better handle future demands and potential challenges our team has worked diligently to ensure that these services are not only more resilient but also more efficient in responding to varying loads and usage patterns conclusion we apologize for any inconvenience caused and are taking steps to prevent future disruptions thank you for your understanding and support for further questions or information please contact our support team show history open nov 15 2023 09 55 gmt 00 00 beginning on friday november 10 2023 at 10 34 utc the document360 user authentication service got a high response time impacting some of our select customers this issue is impacting the kb site and portal login functionality we are actively working on restoring the services we apologize for any impact this incident has had on your business we treated the disruption as our highest priority to ensure resolution knowlege base site home page analytics services down resolved nov 08 2023 09 27 gmt 00 00 root cause analysis rca report incident summary one of the analytics cluster nodes was identified to be in an unhealthy state this situation was triggered by an overwhelming surge in the volume of incoming requests and data processing in our analytics servers consequently the delayed data synchronization in the secondary node resulted in timeouts for new requests leading to the failure of the home page to load when the widget was configured to display on the home page however other sections such as the docs page and articles pages remained unaffected incident resolution the database system responded to the issue by initiating an automatic recovery process scaling up to the next available premium tier once the node s status transitioned back to a healthy state this process ensured the restoration of the analytics services ultimately resolving the issue conclusion we deeply regret any disruption this incident may have caused to your business operations we are committed to implementing the necessary measures to prevent such occurrences and ensure the continued seamless functioning of our services thank you for your understanding and continued support should you have any further inquiries or require additional information please do not hesitate to reach out to our support team show history open nov 07 2023 21 22 gmt 00 00 beginning on tuesday november 7 2023 at 17 02 utc document360 knowledge base site home page and analytics services experienced an outage impacting some of our customers this issue is impacting kb site home page and analytics related services we re actively working on to restore the services we apologize for any impact this incident has had on your business we treated the disruption as our highest priority to ensure resolution false alert knowledgebase instance 3 is down resolved aug 11 2023 00 00 gmt 01 00 earlier today our monitoring system flagged a ping url as being down due to a dns issue after a thorough investigation we ve concluded that this alert was in fact a false positive the ping url was fully operational during the specified period and there was no genuine disruption in service we apologize for any confusion or inconvenience this false alert may have caused if you have any further questions concerns or insights related to this incident please feel free to reach out to our support team your feedback is invaluable as we work to improve our systems and processes document360 api outage resolved jul 07 2023 12 08 gmt 01 00 the issue is resolve and the api is stable now show history monitoring jul 07 2023 10 34 gmt 01 00 we have observed network level issue in our portal api we are actively investigating the situation update 10 am utc we have taken measures to address the problem and are actively monitoring the situation to ensure stability additionally we are conducting an investigation to determine the underlying cause of the issue portal down azure service interruption resolved jan 25 2023 07 10 gmt 00 00 we are encountering an issue accessing our document360 portal application due to an outage in azure services we are waiting for an update from the cloud platform on the same we will provide more updates shortly summary of impact customers experienced issues with networking connectivity manifesting as network latency and or timeouts when attempting to connect to azure resources mitigation ms azure identified a recent change to wan as the underlying cause and have rolled back that change issue is resolved and all services are functioning now portal down azure service interruption closed jul 21 2022 05 15 gmt 01 00 we are encountering an issue accessing our document360 portal application due to an outage in one of the services in azure sql database we are waiting for an update from the cloud platform on the same we will update once it s resolved we observed an incident in azure sql database west europe region which affects our eu customers accessing portal and kb sites azure sql engineers identified a configuration change on the metadata drop operation which has caused the overall issue this incident has been resolved false alert knowledgebase instance 3 is down resolved jul 18 2022 11 11 gmt 01 00 we ...
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