Amplience incident
No assets showing in Content Hub & Asset Library
Amplience experienced a major incident on September 24, 2026 affecting DAM and CMS, lasting 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 24, 2026, 05:37 PM UTC
We’re aware of an issue where assets are not displaying in Content Hub. This also impacts users importing images into content using CMS. Our teams are actively investigating the cause. At this time, we can confirm that already published assets are not impacted. Further updates will follow as soon as we have more information.
- resolved Sep 24, 2026, 05:46 PM UTC
This incident has been resolved.
- postmortem Oct 08, 2026, 04:18 PM UTC
**Incident Start Time** 24 September 2026, 18:23 BST **Incident End Time** 24 September 2026, 18:45 BST **Issue Summary** On 24 September 2026, users experienced an issue accessing assets within DAM and the CMS Asset Library. Whilst existing published content was not impacted, users were unable to view assets within DAM, and asset libraries appeared empty in CMS when attempted to import assets into content. **Root Cause** Our investigation identified a failure within one of the shards of our search and indexing service \(SOLR\), which is responsible for making assets discoverable within DAM and the CMS Asset Library. Recovering the affected shard restored functionality. Further investigation identified that indexing larger text-based files contributed to increased memory consumption, which we believe caused the service failure. **Corrective Actions** * We have reviewed and updated our monitoring and alerting to improve our ability to detect and respond to potential issues. * We have identified a change to the indexing process that will reduce memory consumption. This fix is currently being prioritised for release. * We will continue monitoring indexing activity and memory consumption to assess the effectiveness of these improvements.