Adobe Experience Cloud incident
Adobe Journey Optimizer, Real-Time CDP: Performance issue
Resolved after 22 hours 32 minutes, affecting Adobe Journey Optimizer and Real-Time CDP, on September 15, 2026.
The root cause analysis has been completed, and the Customer Statement (CFS) is now available. You can review the report here.
Affected components
Update timeline
- monitoring Sep 16, 2026, 02:20 PM UTC
We’re investigating a performance issue.
- monitoring Sep 16, 2026, 02:41 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: Adobe Engineering teams continue to monitor the environment and verify that previously queued jobs are being successfully processed and that service stability has been restored.- Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. While the service remained within its defined service level objectives, some customers may have observed delayed downstream activities that depend on the completion of these segmentation jobs.We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 02:41 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: Adobe Engineering teams continue to monitor the environment and verify that previously queued jobs are being successfully processed and that service stability has been restored.- Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. While the service remained within its defined service level objectives, some customers may have observed delayed downstream activities that depend on the completion of these segmentation jobs.We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 04:33 PM UTC
We’ve changed the impact start date for the performance issue.
- monitoring Sep 16, 2026, 04:37 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: Mitigation actions have been implemented and processing has partially recovered; however, a subset of jobs remains impacted. The team is focused on identifying the specific cause of the delayed processing and implementing a permanent resolution.- Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. While the service remained within its defined service level objectives, some customers may have observed delayed downstream activities that depend on the completion of these segmentation jobs.We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 04:38 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: Mitigation actions have been implemented and processing has partially recovered; however, a subset of jobs remains impacted. The team is focused on identifying the specific cause of the delayed processing and implementing a permanent resolution.- Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. While the service remained within its defined service level objectives, some customers may have observed delayed downstream activities that depend on the completion of these segmentation jobs.We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 06:16 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: The Adobe engineering team has implemented mitigation measures that has restored processing for previously delayed workloads, and queued jobs are actively being processed. We continue to monitor recovery and investigate the underlying cause while validating successful completion of impacted workloads. - Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 06:16 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may be experiencing a service degradation.- What has changed: The Adobe engineering team has implemented mitigation measures that has restored processing for previously delayed workloads, and queued jobs are actively being processed. We continue to monitor recovery and investigate the underlying cause while validating successful completion of impacted workloads. - Customer impact: Customers may be experiencing delays in the processing of segmentation jobs. We will post updates as soon as new information is available. If you have any questions, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support.
- monitoring Sep 16, 2026, 10:47 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may have experienced a service degradation.- What has changed: This issue has been resolved, and all systems are fully operational.- Customer impact: Customers may have experienced delays in the processing of segmentation jobs.If you are still experiencing symptoms, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support. The information on this page reflects our understanding of the incident and impact at the time of the update.
- resolved Sep 16, 2026, 10:47 PM UTC
We’ve resolved the performance issue.
- monitoring Sep 16, 2026, 10:47 PM UTC
We’ve reopened our report on the performance issue.
- resolved Sep 16, 2026, 10:51 PM UTC
A subset of Adobe Experience Platform customers in the Americas region may have experienced a service degradation.- What has changed: This issue has been resolved, and all systems are fully operational.- Customer impact: Customers may have experienced delays in the processing of segmentation jobs.If you are still experiencing symptoms, please contact Adobe Experience Platform Support at https://experienceleague.adobe.com/support. The information on this page reflects our understanding of the incident and impact at the time of the update.
- resolved Sep 16, 2026, 10:51 PM UTC
We’ve resolved the performance issue.
- resolved Oct 02, 2026, 04:54 PM UTC
The root cause analysis has been completed, and the Customer Statement (CFS) is now available. You can review the report here.
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