Is Akeneo down?

We are aware of two critical PHP vulnerabilities announced yesterday and are treating this as a high-priority security matter. Protecting your business and data is our priority. Our engineering team is actively assessing the potential impact on Akeneo services, and mitigation work is already underway. In parallel, we are closely monitoring the PHP security release and will provide further updates here as our assessment and remediation progress. Your PIM instance is running normally. We will let you know if any action is required on your end. Thank you for your understanding.

Our mitigation work is complete. PIM SaaS is now running a patched version of PHP, which includes fixes for both identified vulnerabilities.⁠ PIM SaaS instances continue to operate normally, and no action is required on your end.⁠ Thank you for your understanding.

We are currently investigating an issue affecting some PIM customers in europe region.

Since 06:00 UTC (08:00 CEST) on October 20, customers whose PIM is hosted in our London region are unable to use their PIM. The web application and the REST API return errors or time out for most requests, and background jobs such as imports and exports are failing or delayed. Customers with High Availability are not affected. All customers from other regions are not affected. If your PIM is working normally, no action is needed. The cause is a network incident at our cloud provider in one of our hosting regions. Our provider has confirmed the issue and is working on a fix. Our team is monitoring the situation and will take any action available on our side to restore service as quickly as possible.

Our cloud provider is still working on the incident affecting its services in the London region. PIM customers hosted in this region continue to experience errors and failing background jobs. Customers in other regions are not affected.

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

Our cloud service provider is still actively investigating the ongoing outage. As we await the resolution of the issue by our cloud provider, we are currently working on a solution to restore the service for customers located in the UK region. We will provide an update within the next 30 minutes.

Our cloud service provider is still actively investigating the ongoing outage. As we await the resolution of the issue by our cloud provider, we have initiated the pre-launch steps of our Disaster Recovery Plan. We will launch it if the provider outage is not solved before 10:00 UTC (one hour from now). We will provide an update within the next 1 hour.

We have started the Disaster Recovery Plan (DRP) operations. As a consequence of this process, data on the europe-west2 region (UK) will be recovered from backups. The data loss time range (time between the last backup and the outage) is expected to be 15 minutes in average, 39 minutes maximum. We will provide an update within the next 1 hour.

We're recovering the impacted instances. 89% of the impacted PIM instances are now up and running. If your instance is accessible and responsive, you can use it. We will provide an update within the next 1 hour.

All impacted PIM instances are now up and running. A specific communication banner will be shortly displayed directly in the impacted PIM instances, informing about the data loss time range, and the operations to be re-run. We are keeping monitoring the service health. We will provide an update within the next 3 hours.

The incident is now resolved. We apologize for the inconvenience and appreciate your patience while it was being solved.

We are aware that product import and export jobs in the US region are taking longer than usual to start and complete. Some jobs may remain queued for now. No data is lost, and your existing catalog data is not affected. The rest of the PIM, including the UI and the API, is working normally. Our team has identified the cause and is working on restoring normal processing. We will post another update as soon as we have more information.

We have identified the cause of the delay affecting product import and export jobs in the US region and are applying a fix. Queued jobs will start to run again once it is in place, and they will be processed in the order they were submitted. Your catalog data is not affected. We will post another update once processing is back to normal.

A fix has been applied, and import and export jobs in the US region are running again. The queue is shrinking as the backlog is processed. Jobs that were waiting may take some time to complete, depending on the backlog. We are monitoring the system closely and will post a final update once processing is fully back to normal.

Import and export jobs in the US region are back to normal. All jobs that were delayed have now run, and new jobs are processed without delay. We apologize for the inconvenience.

The affected jobs have been retried, and the data is pushed correctly to the PIM.

The team has identified an issue with a feature flag used for new feature development affecting all SDM jobs pushed between 07:12 and 14:02 UTC (09:12–16:02 CEST). We are currently retrying all affected jobs. There is no other impact on core SDM functionality.

This incident has now been resolved. We apologise for the inconvenience caused by this temporary disruption.

The team has identified an issue with a feature flag used for new feature development affecting all SDM jobs pushed between 07:12 and 14:02 UTC (09:12–16:02 CEST). The affected jobs have been retried, and the data is pushed correctly to the PIM. The team is working on a solution to prevent any future issues from feature flag usage.