Air Outage History

Started May 02, 2026, 03:50 PM UTC· resolved May 02, 2026, 04:32 PM UTC

1. investigating May 02, 2026, 03:50 PM UTC

   We are investigating an issue that is causing degraded performance on media processing. We will update the status of this investigation here as we know more.

2. resolved May 02, 2026, 04:32 PM UTC

   This incident has been resolved. All systems are operational.

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Started Nov 03, 2025, 02:33 PM UTC· resolved Nov 03, 2025, 02:43 PM UTC

1. investigating Nov 03, 2025, 02:33 PM UTC

   We’re currently aware of an issue causing the app to be unresponsive for some users. Our engineering team is investigating and working to restore full functionality as quickly as possible.

2. identified Nov 03, 2025, 02:41 PM UTC

   We’ve identified the underlying cause of the issue and are implementing a fix. Some users may continue to experience slow load times while we work to restore service.

3. resolved Nov 03, 2025, 02:43 PM UTC

   This incident has now been resolved. The app should be fully responsive and operating normally again.

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Started Oct 20, 2025, 12:57 PM UTC· resolved Oct 21, 2025, 01:25 PM UTC

1. identified Oct 20, 2025, 12:57 PM UTC

   We are currently experiencing an outage impacting parts of our infrastructure due to an ongoing AWS US-EAST-1 regional issue. This may cause degraded performance, delayed processing, or limited access for some users. Our engineering team is actively monitoring AWS’s recovery progress and working to mitigate impact.

2. identified Oct 20, 2025, 12:58 PM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Oct 20, 2025, 01:03 PM UTC

   We’re seeing delayed processing of uploaded content. Uploads are completing successfully, but due to the ongoing AWS US-EAST-1 outage, our processing capacity is being throttled by AWS. Our engineering team is actively working with AWS Support, who have confirmed they’re working to restore full capacity.

4. monitoring Oct 20, 2025, 02:33 PM UTC

   AWS is still experiencing issues in its US-EAST-1 region, which is causing delays in processing uploaded content. We’re in touch with AWS Support and working to fix the problem and restore normal performance.

5. monitoring Oct 20, 2025, 07:04 PM UTC

   We’re still seeing some issues with processing uploaded content, but there’s been slight improvement as AWS continues to recover from their US-EAST-1 outage. Processing may still be slower than usual. We’re staying in close contact with AWS Support as they work to fully restore capacity.

6. resolved Oct 21, 2025, 01:25 PM UTC

   The underlying AWS issues have been resolved, and our systems are mostly back to normal. Uploads and processing are functioning as expected, but we’re still working through a backlog of assets created during the outage. As we catch up, you may notice some delays in enrichment or processing times, but these should continue to improve throughout the day.

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Started Oct 07, 2025, 05:52 PM UTC· resolved Oct 07, 2025, 06:05 PM UTC

1. investigating Oct 07, 2025, 05:52 PM UTC

   System response times are currently degraded, causing slower performance for users. The team is actively investigating the cause and working to restore normal service levels.Retry

2. resolved Oct 07, 2025, 06:05 PM UTC

   The response time slowness has been resolved.

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Started Oct 02, 2025, 05:42 PM UTC· resolved Oct 02, 2025, 05:59 PM UTC

1. investigating Oct 02, 2025, 06:03 PM UTC

   We are currently investigating reports that users are unable to load the application. Our team is actively looking into the issue and we will provide an update as soon as we have more information.

2. resolved Oct 02, 2025, 09:19 PM UTC

   This incident has been resolved.

3. postmortem Oct 09, 2025, 10:12 PM UTC

   ### Overview Incident name: Ineffective planning of isolated db queries led to degraded app experience Date and time: 2025-10-02 13:47–14:01 ET Affected areas: Air’s web app Status: Resolved ### Customer impact * Some users experienced slow loading or were unable to load the Air app for roughly 15 minutes. The issue was fully resolved the same day. * Time window: Approximately 1:47–2:01 PM ET on October 2, 2025 * Data and security: No data loss or security exposure occurred ### What happened Multiple long-running queries caused contention on the primary database, leading to app unavailability and elevated error rates until mitigation reduced load and queries resumed normal performance. ### Root cause * Primary cause: On the writer, the query planner failed to use an index on the clip table for a frequently executed query, resulting in full table scans and spills to disk under load. ### Timeline \(high level\) * 13:47: Degradation reported; app fails to load. * 13:48: Error rate confirmed elevated; incident channel started. * 14:00: Error rates decrease and app loads. * 14:01: Huddle begins; root cause investigation continues. * 2025-10-03 04:56: Database parameter change applied to reduce spill risk for heavy queries. ### Preventative actions * Immediate fixes completed * Reduced load and stabilized the app within minutes * Completed database maintenance and configuration updates to improve query planning and performance * Near-term improvements \(planned or in progress\) * Enhanced autoscaling of database readers. * Configure and tune autovacuum to reduce bloat. * Timeout configuration for Lambda. ### Frequently asked questions * Was any customer data lost? * No. We confirmed no data loss or security exposure. * Do customers need to take any action? * No. Systems recovered without degradation. If anything looks off, contact us and we will investigate immediately. * Could this happen again? * The underlying query inefficiency has been mitigated and additional monitoring and runbook improvements are in progress. ### Need help? If you notice anything unexpected, please reach out to your Air contact or reply to your most recent support thread and we’ll follow up immediately.

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Started Sep 30, 2025, 04:45 PM UTC· resolved Sep 30, 2025, 05:45 PM UTC

1. investigating Sep 30, 2025, 04:58 PM UTC

   We are currently investigating this issue.

2. identified Sep 30, 2025, 05:46 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Sep 30, 2025, 05:57 PM UTC

   This incident has been resolved.

4. postmortem Oct 06, 2025, 07:35 PM UTC

   ### **Overview** * Incident name: Internal Cleanup Led to API Request Handling Issues * Date and time: 2025-09-30, roughly 12:45 PM–1:45 PM ET * Affected areas: Consumers of Air’s API * Status: Resolved ### **Customer impact** * What customers experienced: During this period foreground apps were left with intermittent success in accessing the api with more impact seen on operations modifying data * Scope: Actions that modified data and intermittent impact to actions reading data. Some background tasks such as media processing, AI enrichments, indexing, and downloads were delayed during the incident but resumed following resolution without degradation. * Duration: 2025-09-30, roughly 12:45 PM–1:45 PM ET * Data and security: No data loss or security exposure occurred. ### **What happened** Internal cleanup on a dataset led to increased load on Air’s primary database which led to subsequent queries being impacted \(latency and/or timing out\). ### **Root cause** * Primary cause: cleanup logic was not throttled correctly to limit load it placed on the primary database. ### **Timeline \(high level\)** * 12:45 PM: Degradation from cleanup observed and cleanup terminated * 1:00 PM: Load on primary decreases and intermittent api access is observed * 1:08 PM: longer running queries that were created from cleanup terminated * 1:25 PM: Additional read capacity added to the database to support volume of requests during recovery * 1:45 PM: All app functionality returned to nominal behavior and async processing resumed ### **Preventative actions** * Immediate fixes completed * Increased environment capacity to handle load * Cleanup process placed back in review for further refinement * Near-term improvements * Refine approval and application out-of-band processing \(e.g cleanup, etc\) * Alert on early indicators \(e.g., database locks, etc\) for faster detection * Long-term investments * Dedicated system for out-of-band processing to provide additional guardrails ### **Frequently asked questions** * Was any customer data lost? * No. We confirmed no data loss or security exposure. * Do customers need to take any action? * No. All queued work has been safely processed. If anything still looks off, please let us know and we will investigate immediately. * How will we keep you updated? * Your account team will share any follow-ups on improvements. We will also post future status updates through our standard channels if needed.

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Started Sep 19, 2025, 02:23 PM UTC· resolved Sep 19, 2025, 05:07 PM UTC

1. investigating Sep 19, 2025, 02:23 PM UTC

   We are currently investigating an issue where Air's web interface is unresponsive.

2. identified Sep 19, 2025, 02:33 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Sep 19, 2025, 02:36 PM UTC

   Air's app is beginning to load for users. Uploading and notifications remains in a degraded state as Air continues implementing a fix.

4. identified Sep 19, 2025, 02:39 PM UTC

   API services have been restored. We are seeing delays with media processing, search reindexing, and notifications which is being actively investigated.

5. monitoring Sep 19, 2025, 03:42 PM UTC

   A fix has been implemented and we are monitoring the results. Air's web app is restored.

6. resolved Sep 19, 2025, 05:07 PM UTC

   This incident has been resolved.

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Started Sep 10, 2025, 06:43 PM UTC· resolved Sep 11, 2025, 01:28 AM UTC

1. investigating Sep 10, 2025, 06:43 PM UTC

   We’re currently investigating an issue where reindexing and uploading are not working in some workspaces. Our engineering team is working to identify the cause and restore full functionality as quickly as possible.

2. monitoring Sep 11, 2025, 01:02 AM UTC

   We are starting to see tasks being processed again. Search indexing is slightly delayed, which is expected given the current processing load. While recovery has begun, we still have a backlog of tasks to reprocess and are continuing to monitor until we are fully in the clear.

3. resolved Sep 11, 2025, 01:28 AM UTC

   This incident has been resolved.

4. postmortem Sep 16, 2025, 09:05 PM UTC

   ### Overview * Incident name: Delayed media asset processing * Date and time: 2025-09-10, roughly 2:03 PM–6:10 PM ET \(with safe reprocessing continuing through 12:30 AM on 9/11\) * Affected areas: Background processing of certain actions such as search reindexing, upload processing, and zip downloads. It’s worth clarifying that uploading originals were functioning as usual. * Status: Resolved ### Customer impact * What customers experienced: Some background tasks such as media processing, AI enrichments, indexing, and downloads were delayed. Foreground app access remained available. * Scope: A subset of actions across customers experienced delays; not every action was impacted. * Duration: Delays primarily between ~2:03 PM and ~6:10 PM ET on 9/10. Backlogs were fully cleared by ~12:30 AM on 9/11. * Data and security: No data loss or security exposure occurred. ### What happened A spike in background activity coincided with limited available infrastructure capacity and a rolling deployment. This combination created a large queue of background work. While service remained available, some background tasks took longer than normal to start and complete. We mitigated by increasing capacity, adjusting infrastructure to remove bottlenecks, and carefully reprocessing queued work to restore expected performance. ### Root cause * Primary cause: Background work was scheduled across many dynamic queues. With capacity already at its maximum, a sudden increase in queued work reduced per-queue processing rate, allowing a backlog to build and slow processing further. * Contributing factors: Rolling deployment temporarily reduced available workers, and incoming event volume was significantly above typical peaks. ### Timeline \(high level\) * 2:03 PM: Issue reported; we observed a growing background queue * 2:34 PM: Incident declared; investigation and mitigation began * 3:15 PM: First mitigation reduced the queue briefly; additional steps identified * 5:10 PM: Second mitigation increased capacity and stabilized the system * 6:10 PM: Backlog returned to normal levels; background processing restored * 12:30 AM \(9/11\): All queued background work safely reprocessed ### Preventative actions * Immediate fixes completed * Increased environment capacity and tuned scaling to better handle spikes * Adjusted deployment approach to avoid temporary under-provisioning during rollouts * Near-term improvements * Add safeguards to prevent queue growth from reducing throughput * Alert on early indicators \(e.g., concurrent queue count and processing rate\) for faster detection * Long-term investments * Optimize scheduling to keep processing performance stable as the number of queues grows * Evaluate architecture options \(partitioning and mediated queueing\) for additional resilience ### Frequently asked questions * Was any customer data lost? * No. We confirmed no data loss or security exposure. * Do customers need to take any action? * No. All queued work has been safely processed. If anything still looks off, please let us know and we will investigate immediately. * How will we keep you updated? * Your account team will share any follow-ups on improvements. We will also post future status updates through our standard channels if needed.

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Started Sep 09, 2025, 07:55 PM UTC· resolved Sep 09, 2025, 08:21 PM UTC

1. investigating Sep 09, 2025, 07:55 PM UTC

   We’re currently investigating an issue where the app is not loading. Our engineering team is actively working to identify the cause and restore service as quickly as possible.

2. resolved Sep 09, 2025, 08:21 PM UTC

   The issue preventing the app from loading has been resolved and functionality has been fully restored. We are continuing to monitor performance to ensure stability.

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Started Aug 28, 2025, 06:30 PM UTC· resolved Aug 28, 2025, 06:30 PM UTC

1. resolved Aug 28, 2025, 06:36 PM UTC

   A brief performance degradation was observed. The issue caused slower load times and intermittent errors.

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Started Aug 07, 2025, 02:37 PM UTC· resolved Aug 07, 2025, 05:56 PM UTC

1. investigating Aug 07, 2025, 02:37 PM UTC

   We're currently investigating reports of degraded performance across the Air app. Users may experience slow load times, delays when searching, or timeouts when accessing certain features.

2. resolved Aug 07, 2025, 05:56 PM UTC

   This incident has been resolved, and we will continue monitoring for further issues.

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Started Jun 26, 2025, 03:00 PM UTC· resolved Jun 26, 2025, 03:16 PM UTC

1. investigating Jun 26, 2025, 03:00 PM UTC

   Due to database performance issues, the air.inc application is currently unresponsive and hanging for users. Users may experience the inability to load the application or complete normal operations.

2. monitoring Jun 26, 2025, 03:15 PM UTC

   Air is coming back online with degraded performance. Service is partially restored but operating below normal capacity. Monitoring ongoing.

3. resolved Jun 26, 2025, 03:16 PM UTC

   Air is now fully operational and all issues appear to be resolved. Service has been restored to normal capacity. Continued monitoring is in place to ensure stability.

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Started Jun 12, 2025, 06:52 PM UTC· resolved Jun 12, 2025, 08:48 PM UTC

1. investigating Jun 12, 2025, 06:52 PM UTC

   We are currently experiencing technical difficulties with our partner tool integrations that may affect some Air functionality. Our engineering team is actively investigating the issue and working to restore full service as quickly as possible.

2. resolved Jun 12, 2025, 08:48 PM UTC

   This incident has been resolved

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Started May 08, 2025, 03:15 PM UTC· resolved May 08, 2025, 03:51 PM UTC

1. investigating May 08, 2025, 03:15 PM UTC

   We’re investigating delays in asset indexing that may cause uploads to temporarily disappear from boards, especially after refreshing or navigating away. Collaborators may also not see newly uploaded content. Assets are not lost and will appear once the backlog clears. We’ll share updates as we learn more.

2. identified May 08, 2025, 03:46 PM UTC

   We’ve identified a backlog in our search indexing system that’s delaying asset visibility. We’re working to resolve the root cause and will continue to share updates.

3. resolved May 08, 2025, 03:51 PM UTC

   Indexing delays have stabilized. Uploads are now processing successfully, and asset visibility should be back to normal. We’ve upgraded our search engine to prevent future issues. While we’re still monitoring for any residual errors, no user impact is expected at this time. Thanks for your patience.

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Started May 07, 2025, 02:22 PM UTC· resolved May 07, 2025, 03:51 PM UTC

1. investigating May 07, 2025, 02:22 PM UTC

   We're currently experiencing technical issues affecting our background processing systems. You may notice delays in media processing for some content. Our engineering team is working to restore full functionality as soon as possible. We'll provide updates as soon as we have more information.

2. identified May 07, 2025, 02:35 PM UTC

   We have identified the issue and are working on a fix. You may continue to see delayed processing of your assets in uploads and imports. Any assets that have been delayed will be processed. No action is needed on your end.

3. resolved May 07, 2025, 03:51 PM UTC

   This incident has been resolved, but we will continue to monitor. Previously impacted uploads will be processed.

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Started Mar 04, 2025, 04:48 PM UTC· resolved Mar 04, 2025, 05:07 PM UTC

1. investigating Mar 04, 2025, 04:48 PM UTC

   We are currently experiencing temporary performance slowdowns in our application. Search functionality and application response times may be impacted. Our engineering team is actively working to optimize system responsiveness and minimize further service disruptions.

2. monitoring Mar 04, 2025, 05:04 PM UTC

   Our application has returned to normal operational conditions. Key system components have been stabilized, and most features function at full capacity. We are still investigating the root cause and monitoring performance.

3. resolved Mar 04, 2025, 05:07 PM UTC

   The root cause has been identified and a fix has been implemented.

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Started Jan 02, 2025, 02:55 PM UTC· resolved Jan 02, 2025, 03:47 PM UTC

1. investigating Jan 02, 2025, 02:55 PM UTC

   Air is currently experiencing a service disruption. Impact includes the inability to log in and interact with core UI functionality. We are currently investigating the root cause.

2. monitoring Jan 02, 2025, 03:04 PM UTC

   We believe we have identified the root cause. Login is working again and requests are succeeding. We are currently monitoring to ensure that the issue is completely resolved.

3. resolved Jan 02, 2025, 03:47 PM UTC

   The incident is resolved as the app continues to remain stable.

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Started Dec 13, 2024, 01:55 AM UTC· resolved Dec 13, 2024, 05:00 AM UTC

1. investigating Dec 13, 2024, 01:55 AM UTC

   We are currently investigating an issue impacting login functionality. Thank you for your patience as we work to resolve the issue.

2. monitoring Dec 13, 2024, 02:37 AM UTC

   We have identified that Air's hosting service, AWS, is experiencing an outage. We are awaiting a resolution and will continue to monitor this issue.

3. monitoring Dec 13, 2024, 02:58 AM UTC

   We are still experiencing service disruptions due to the ongoing AWS outage. Our team continues to actively monitor and assess the situation.

4. resolved Dec 13, 2024, 05:00 AM UTC

   Login functionality has been restored. With the AWS issue resolved, we do not anticipate any further problems. We appreciate your patience.

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Started Nov 26, 2024, 08:28 PM UTC· resolved Nov 26, 2024, 08:47 PM UTC

1. resolved Nov 26, 2024, 08:51 PM UTC

   The issue has been resolved. Slowness occurred between 3:28pm EST - 3:47pm EST

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Started Oct 31, 2024, 02:31 PM UTC· resolved Oct 31, 2024, 02:33 PM UTC

1. investigating Oct 31, 2024, 02:31 PM UTC

   The app is currently unresponsive or slow to respond. We are currently investigating the issue.

2. resolved Oct 31, 2024, 02:33 PM UTC

   Immediate slowness has been resolved. The root cause is being investigated and monitored to prevent reoccurrences.

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