Akeneo experienced a major incident on July 2, 2026 affecting Akeneo App for Shopify, lasting 4d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 02, 2026, 09:45 AM UTC
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.
- identified Jul 02, 2026, 12:21 PM UTC
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.
- monitoring Jul 02, 2026, 02:28 PM UTC
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.
- investigating Jul 03, 2026, 07:35 AM UTC
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.
- investigating Jul 03, 2026, 04:00 PM UTC
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.
- monitoring Jul 04, 2026, 09:50 AM UTC
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.
- resolved Jul 06, 2026, 10:39 AM UTC
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.