Alchemer incident

Canada-based accounts intermittently not loading

Minor Resolved View vendor source →

Alchemer experienced a minor incident on November 13, 2020 affecting Application - CA, lasting 1h 32m. The incident has been resolved; the full update timeline is below.

Started
Nov 13, 2020, 04:29 PM UTC
Resolved
Nov 13, 2020, 06:01 PM UTC
Duration
1h 32m
Detected by Pingoru
Nov 13, 2020, 04:29 PM UTC

Affected components

Application - CA

Update timeline

  1. investigating Nov 13, 2020, 04:29 PM UTC

    We are investigating intermittent reports of login access to Canada-based resulting in a white screen or an error message. Our system administration team is working swiftly to identify and resolve the issue. US and EU based accounts are not affected, and we have not seen impact upon survey taking. More information to follow.

  2. identified Nov 13, 2020, 04:49 PM UTC

    We have identified a fix to the issue and have implemented it to restore consistent access. More information to follow as testing continues.

  3. monitoring Nov 13, 2020, 05:14 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. resolved Nov 13, 2020, 06:01 PM UTC

    We are seeing proper access restored to CA-based accounts that were intermittently affected. If you are still experiencing this issue, please reach out to the Support team for further assistance.