Akeneo had 39 outages in the last 2 years totaling 388h 34m of downtime — averaging 1.6 incidents per month.
There were 39 Akeneo outages since October 8, 2025 totaling 388h 34m of downtime. Each is summarised below — incident details, duration, and resolution information.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
A subset of users are currently unable to access the PIM. Any attempt to log in or load the application is failing. This issue began at 11:00 UTC and is affecting customers on the Growth Package. Other plans are not impacted. The issue has been identified and a fix is being progressively rolled out. We will provide an update in 30 minutes.
We are continuing to work on a fix for this issue.
All customer configurations have been fixed. The issue is fully resolved, and all PIM features are available again. Thank you for your patience and understanding
Since 14:17 UTC, some Serenity Edition customers have been unable to access a set of features from the PIM's UI and API, including collaboration workflows, proposals, shared assets, asset versioning, Agentic Ziggy, channel permissions, and product restorations. No data has been lost as a result of this issue. This issue affected approximately 10% of customer instances running Serenity Edition, across all regions. The root cause has been identified, and a fix is currently being rolled out to all impacted instances. We will provide an update within 60 minutes.
All customer configurations have been fixed, and we are now monitoring the situation. We will provide an update within 30 minutes
The issue is fully resolved, and all PIM features are available again. Thank you for your patience and understanding
Some users in the US region may experience delays affecting job execution and triggered rule execution. We are currently investigating the issue and have applied an initial mitigation. Our team is actively monitoring the situation.
We have identified the infrastructure issue causing delays in job and rule execution. A mitigation has been applied, and performance is steadily returning to normal. We are continuing to monitor the recovery and will provide another update in 30 minutes.
Our changes made to restore performance to optimal levels are having the intended effect, and service is back to normal. We sincerely apologize for the disruption, and thank you for your patience while we worked on this issue.
We are currently investigating an issue affecting Shopify App synchronizations for some customers. Due to temporary errors from our cloud infrastructure providers, some synchronizations may fail or stop unexpectedly. Our team is actively investigating the issue and monitoring the situation. We will provide another update as soon as we have more information. We apologize for the inconvenience and appreciate your patience.
GCP have confirmed this is an internal issue and raised to the Google engineering teams for support. Pending further updates. If you are impacted by this issue please raise a support ticket so that we can collate and provide updates directly as well.
Google engineering teams released a fix, and we have confirmed that the issue is mitigated. We will leave this incident as open/monitoring for 24 hours before closing it if we have no new alerts.
We have unfortunately seen intermittent failures corresponding to the same issue. We are re-engaging with Google support and will continue to monitor and escalate as required. Once more we extend our apologies to you, our customers.
We are aware that some customers are still experiencing failures in shopify synchronisation. We are awaiting additional support from Google, while reviewing all options available to us to mitigate. If you are impacted by this issue please raise a support ticket. We apologize for the inconvenience and appreciate your continued patience.
Overnight Google have increased both capacity and memory allocation to our datastore fleets to reduce the impact to our Shopify customers. We are not aware of repeated instances of incidents since then but will continue monitoring. If you are impacted please reach out and raise a support ticket. Google will also share with us a full root cause analysis once the incident is declared closed.
Working closely with Google over the weekend, they isolated the root cause and restored capacity. The incident is now resolved. Given the impact on you and your customers, we are prioritising the steps needed to prevent a recurrence. Our first actions will be to produce a full postmortem and to work with Google to incorporate their own root cause analysis. We don't yet have an ETA for the follow-up actions, and will share more as soon as we do. If you have any questions, please raise a new ticket, update an existing one, or reach out to your CSM. We sincerely apologise for the disruption this caused you and your customers, and thank you for your patience.
⚒️ Degraded Activation experience - full service to be restored by 18:00 UTC
We have released substantial fixes to improve database read performance. We will continue to monitor proactively, before closing the incident.
We've completed the changes needed to restore performance to normal levels. While we'll continue active monitoring, we're confident the issue is resolved and are now closing this incident. Thank you for your patience.
We are currently experiencing a major outage causing PIM instances to be completely inaccessible for a portion of our customers since 12:15 UTC. A subset of customers hosted in Western Continental Europe is affected, representing approximately 4% of our customer base. You are likely impacted if you encounter a "The server returned a 500 Internal Server Error" message when attempting to access your instance. We are actively investigating the root cause and will provide an update in 30 minutes.
We are still actively investigating the issue. We'll provide an update in 30 minutes.
We are still actively investigating the issue. We'll provide an update in 30 minutes.
The issue has been identified, and a fix has been implemented. Service is getting back to normal. We are actively monitoring the recovery.
We are continuing to monitor for any further issues.
This incident has been resolved. We sincerely apologize for the disruption, and thank you for your patience while we worked on this issue.
Customers report not being able to access Apps since 6pm UTC, across all regions. You are impacted if you can see "App no longer listed on the Akeneo App Store" message on the Connected Apps page. Our team is actively working on identifying the root cause of the problems.
Synchronization jobs to third party systems are verified to be working properly. The incident is limited to listing the App from the App Store.
The issue has been identified and a fix is being implemented.
The incident is now resolved. Access to apps is back and fully operational. We apologize for the inconvenience, and thank you for your patience while we were solving the issue.
We are currently experiencing errors in AI-enabled SDM steps (Classification and Extraction) for all ongoing jobs. We are actively investigating the root cause of the issue.
We are currently restoring the failed SDM jobs for Classification and Extraction.
The issue affecting AI-enabled SDM steps is now resolved. All affected jobs have been restarted. We sincerely apologize for this temporary disruption.
We have identified an issue in which synchronizations aren't working for some merchants due to a partial outage of the Shopify API. The issue has been identified and mitigated by the Shopify team and is currently being monitored. You can follow the resolution of the issue directly on the Shopify Status Page: https://www.shopifystatus.com
This issue has been resolved and is being monitored by Shopify.
We have implemented a fix for the issue affecting the delay in job execution for some customers in the Europe region. We are now monitoring our systems closely to confirm full recovery and stability. So far, we've seen positive results.
The issue affecting the delay in job execution is now resolved, and all services are operating normally. We sincerely apologize for the disruption this caused. Thank you for your patience.
Users in Germany are currently experiencing degraded performance when progressing through collaboration workflows. Specifically, there is a noticeable delay between the start or completion of a workflow step, and the product loading on the next step. Who is affected: All users based in Germany using collaboration workflows in the PIM. You may be impacted if: You observe abnormal delays between completing a workflow step and the product appearing on the subsequent step. We are implementing a fix and will provide an update in 60 minutes.
We are still working on implementing the fix. We will provide an update within 90 minutes.
We are still working on implementing the fix. We will provide an update within 90 minutes.
We are continuing to work on a fix for this issue.
A fix has been deployed, and after monitoring we have confirmed that Workflows have been restored to standard functionality. We apologise for the inconvenience caused by this temporary disruption.
We are currently experiencing delays in job processing on Supplier Data Manager. Our team is actively investigating and working to restore normal performance. We sincerely apologize for the inconvenience caused by this service disruption.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results. New SDM jobs are now processed as expected.
This incident has now been resolved. All affected jobs have been reset and new jobs are processed correctly. We apologise for the inconvenience caused by this temporary disruption.
We have experienced degraded performance for SDM jobs processed after 28th April, at Mapping and Normalization steps. The jobs were incorrectly marked as complete before the end of the workflow. The issue has been identified and resolved on production. The impacted jobs will be automatically reset today, resuming normal workflow operation. We sincerely apologize for the inconvenience caused by this service disruption.
Starting on May 4 at around 12:00 PM UTC, customers hosted in the Western European region are experiencing intermittent episodes of high response times within the PIM. The issue is ongoing and occurring episodically — normal performance resumes between episodes. During affected periods, pages and actions may take significantly longer than usual to load or complete. All customers in the Western European region may be affected, though not continuously. We are actively investigating and working to stabilize the platform. We will provide an update as soon as we have more information to share.
We are continuing to investigate this issue and will keep you updated on the situation within 2 hours. Thank you for your understanding
The investigation is still ongoing as our team is trying to analyse the root cause of the high latency episodes within our infrastructure. We will keep you updated in the next 3 hours. Thank you for your patience.
Our engineers have identified a bottleneck and have performed an operation to release pressure on our infrastructure. We'll keep closely monitoring the situation and will provide an update within the next 2 hours. Thanks for your patience
We are continuing to monitor for any further high-latency episodes. Thank you for your patience.
We are currently implementing additional mitigations on our infrastructure to continue improving overall latency and PIM performance. We will make sure to keep you updated within the next 3 hours. Thank you for your patience
The mitigation is still in progress, and the latency is going back to its expected level. We will inform you when the situation is fully resolved. Thank you for understanding.
This incident has been resolved, and the PIM is now performing within its expected parameters in the Western European region. Thank you for your patience
Since 12:30 UTC, users are experiencing performance issues with the Workflow feature. When performing enrichment operations, the Workflow UI may become completely unresponsive. All users of the Workflow feature are affected. API Workflow enrichment remains operational. We have identified the issue and are currently working on deploying the fix in production. We will update you within 60 minutes.
A fix is being deployed for this issue and we are monitoring the results.
The fix has been deployed and we have confirmed that the Workflow feature is now working as expected. We apologize for the disruption.
We have identified an issue in which some users in the Western European region are experiencing increased latency across all exports and all imports except product imports. The issue began around 2:00 PM CEST on April 21st, 2026. Our engineering team has identified the root cause within our infrastructure and has implemented a fix to mitigate the issue. We will continue monitoring the situation and provide an update within 1 hour.
The incident has been resolved, and all import and export jobs in Western Europe are now being processed as expected.
We have identified an issue where a subset of customers in the Western European region is experiencing increased latency on product and product model imports. The issue began around 5:00 PM CEST on April 16th, 2026. Our engineering team is actively investigating the root cause. We will provide an update in 60 minutes.
The issue has been identified, and a fix is being implemented to mitigate the latency on import jobs. We will provide another update within 60 minutes.
The latency has decreased, and import jobs are now processing as expected. We will continue to monitor import jobs' performance to confirm the incident is resolved.
The issue affecting the latency is now resolved, and imports are operating at the expected level of performance. We apologize for any disruptions this issue may have caused. Thank you for your patience.
We are currently experiencing a partial outage preventing users from logging in and browsing the PIM UI. Who is affected: All users located in Eastern Europe (approximately 20% of our customer base) are impacted. If you are in this region and cannot log in or navigate the PIM, you are affected by this incident. Workaround: PIM REST API and GraphQL API remain usable. A fix has been implemented and is being monitored. We will provide an update in 30 minutes.
Traffic is getting back to normal. We continue monitoring the platform. We will provide an update in 60 minutes.
This incident has been resolved. The issue affecting login and navigation on the PIM for users in Eastern Europe has been fully addressed following a fix deployed at 12:45 UTC. We apologize for the disruption.
We are currently observing increased response times when creating or updating several entities (product, product model, assets, reference entities and proposal) in europe west 1 region. Our team is actively investigating the issue and will provide additional updates as soon as more information becomes available.
We have implemented a fix. We are now monitoring our systems closely to confirm full recovery and stability. So far, we've seen positive results.
The issue affecting the latency is now resolved, and all services are operating normally. The fix we deployed has proven effective. We sincerely apologize for the disruption this caused. Thank you for your patience.
We are currently investigating an issue affecting product import jobs in the Australian region. Impacted jobs are abnormally remaining in a queued or failed state and are not being processed. All other regions are unaffected. Workaround: While we work on a fix, products can still be created using the PIM REST API or directly through the PIM UI. We will provide a further update along with the identification of the root cause. We apologize for the disruption.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
The issue affecting product import jobs in the Australian region has been resolved. All import jobs are now processing normally. All pending jobs were processed. We apologize for the disruption this may have caused, and thank you for your patience while our engineering team worked on the resolution.
We are currently investigating an issue affecting GraphQL API pagination links specifically for reference entity records. This issue impacts all GraphQL API users worldwide, who include reference records in their products or product models (about 1% of our customer base), since Feb 17th, 6pm CET. Workaround: To obtain a valid URL, you can manually remove the #ref_entity suffix from the returned pagination link. We have identified the root cause, and are currently deploying a fix. We apologize for the disruption to your workflow.
The fix has been successfully deployed. All GraphQL pagination links generated since 4:30 PM CET are now fully functional. We appreciate your patience and understanding while we worked to resolve this issue.
We are currently investigating this issue.
The slowness is caused by intermittent throttling/quotas from a third-party dependency. When these quotas are reached, some jobs may end in a failed state (only 1.6% of jobs in the last hours). We’re implementing a fix to increase the available quotas and reduce the risk of recurrence.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.