Platform is unavailable

Update timeline

1. investigating Nov 18, 2025, 12:15 PM UTC

   This notice is to advise you that we are receiving reports of our customers experiencing difficulties with the platform. We are actively investigating and will provide regular updates until the issues are resolved. Our apologies for the inconvenience this may be causing and we appreciate your patience as we investigate further.

2. resolved Nov 18, 2025, 03:04 PM UTC

   We have confirmed internally and with our customers that the Aera platform is now fully restored. We appreciate your patience during this incident and apologise for any inconvenience that this issue may have caused. Our teams are now working on documenting a comprehensive root cause analysis which we will share with you shortly. If you have any questions or experience any further problems please don’t hesitate to reach out to our Support team at Aera Support Portal

3. postmortem Nov 21, 2025, 10:12 AM UTC

   Summary: On November 18, 2025, our platform experienced a global outage due to a network incident at our service provider. This impacted all environments and caused customers to face access issues. The service provider identified the root cause as a latent bug in their bot management service configuration, which triggered a crash in their core proxy system. The issue was entirely within the service provider’s infrastructure and not related to our platform’s systems. Services were fully restored once the service provider resolved the problem, and our application is now fully operational. Customer Impact: Customers experienced access issues across all environments due to an outage at our service provider. Additionally, our status page was impacted because it relies on the same provider, which limited real-time communication during the incident. Root Cause: The outage occurred due to a latent bug in Cloudflare’s bot management configuration, which caused a crash in their core proxy system. Since our platform relies on Cloudflare for traffic routing and security services, this issue impacted all environments. [ Cloudflare post-mortem ] Remediations: The service provider reverted to a stable configuration and fixed the underlying bug. Our team performed thorough sanity checks and confirmed that all integrations and platform functionalities are working as expected. Future Mitigating Actions: We have enhanced our communication protocols to ensure faster and more reliable customer updates during any third-party service disruptions. We have strengthened our periodic resilience drills to validate recovery plans and confirm readiness for external service failures.