Alchemer experienced a minor incident on September 16, 2020 affecting Application - US and Application - EU, lasting 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 16, 2020, 06:42 PM UTC
We are currently investigating an issue that is causing some users to receive an error message upon logging into the US application. The option to "Reload Page" from this error page is intermittently allowing the user to proceed. We are not seeing the EU or CA application affected at this time, as well as survey taking and response gathering not being affected. More information to follow.
- identified Sep 16, 2020, 06:49 PM UTC
Our team has identified the source of the issue and is working to make changes to resolve the issue shortly. We have also identified that the EU application appears to be affected as well.
- monitoring Sep 16, 2020, 07:22 PM UTC
A fix has been implemented for the US service which is causing the issue to subside. The fix is being implemented for our EU service now as well, and we will be providing an update shortly.
- resolved Sep 16, 2020, 07:37 PM UTC
The fix for the EU service has been completed. Normal service has been restored. If you are still experiencing this issue as of now, please reach out to our Support team to discuss.