Amplience Outage History

Started Sep 24, 2026, 05:37 PM UTC· resolved Sep 24, 2026, 05:46 PM UTC

1. 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.

2. resolved Sep 24, 2026, 05:46 PM UTC

   This incident has been resolved.

3. 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.

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Started Sep 15, 2026, 03:00 PM UTC· resolved Sep 15, 2026, 03:12 PM UTC

1. resolved Sep 16, 2026, 12:43 PM UTC

   During a routine release of improved Workforce & Flows features, we experienced a brief interruption between 16:08 and 16:12 BST. During this period, some Flows failed to complete as expected. The issue was short-lived, and normal processing resumed once the release activity completed. The impact was limited in duration, with no ongoing service degradation identified following the release.

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Started Jul 06, 2026, 04:08 PM UTC· resolved Jul 06, 2026, 04:58 PM UTC

1. investigating Jul 06, 2026, 04:08 PM UTC

   We're currently experiencing an elevated level of API errors and are actively investigating the issue. During this time, customers may experience slower response times or intermittent API errors. We apologise for the disruption and will provide further updates as soon as we have more information.

2. monitoring Jul 06, 2026, 04:17 PM UTC

   Service has been restored, and we are continuing to monitor the platform closely to ensure stability.

3. resolved Jul 06, 2026, 04:58 PM UTC

   This incident is now resolved.

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Started Jun 30, 2026, 02:02 PM UTC· resolved Jun 30, 2026, 04:34 PM UTC

1. identified Jun 30, 2026, 02:02 PM UTC

   We are aware that a subset of legacy processing jobs are experiencing intermittent issues. We have identified the cause and are working to restore normal service. We will provide further updates as progress continues.

2. resolved Jun 30, 2026, 04:34 PM UTC

   We have successfully implemented a fix.

3. postmortem Jul 02, 2026, 12:47 PM UTC

   **Incident Start Time** 9 June 2026, 00:00 UTC **Incident End Time** 30 June 2026, 17:37 UTC ‌ **Issue Summary** A small number of legacy Processing Jobs intermittently failed to run at their scheduled times. As a result, some automated asset processing tasks, such as set creation and metadata updates, were not completed as expected. ‌ **Root Cause** The issue was caused by a planned authentication change introduced by Bitbucket as part of the retirement of its app password authentication method. During scheduled transition periods, authentication requests using the deprecated method were temporarily rejected, preventing some Processing Jobs from downloading the scripts required to execute. ‌ **Corrective Actions** We have implemented a permanent fix to remove the dependency on the deprecated authentication method. As a result, these Processing Jobs are no longer affected by Bitbucket's scheduled transition periods. We have identified all Processing Jobs impacted during the incident and are replaying them where appropriate to ensure the expected processing is completed. If you have any questions or believe your workflows require additional review, please contact our Support team at [support.amplience.com](http://support.amplience.com).

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Started Jun 11, 2026, 06:20 AM UTC· resolved Jun 11, 2026, 07:28 AM UTC

1. investigating Jun 11, 2026, 06:20 AM UTC

   We are currently investigating scheduled editions that failed to publish between 05.07 - 05.52 BST

2. resolved Jun 11, 2026, 07:28 AM UTC

   A third-party provider that we use for a backend service carried out emergency maintenance earlier today, which impacted some of our services. During this period, we identified a small number of Editions that failed to Publish. We have contacted the affected customers directly and provided a workaround to allow them to proceed. We also observed degraded performance impacting DC-API during the same timeframe. Our teams are continuing to monitor the situation closely while we work with the provider to understand the full impact and prevent any recurrence.

3. postmortem Jun 23, 2026, 09:59 AM UTC

   **Incident Start Time:** 05.07 BST **Incident End Time:** 05.52 BST ‌ **Issue Summary:** An incident occurred with one of our back end databases. This caused degraded performance to DC-API and some Dynamic Content Editions were in a stuck status. ‌ **Root Cause:** Some inefficient queries to our back end database caused our primary node to fail over to our secondary node. ‌ **Corrective Actions:** We have already introduced corrective mitigations with additional indexes and working with MongoDB we have further improvements planned.

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Started Jun 11, 2026, 04:00 AM UTC· resolved Jun 11, 2026, 04:00 AM UTC

1. resolved Jun 11, 2026, 06:14 AM UTC

   We are investigating an issue where some scheduled editions are failing to publish.

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Started May 29, 2026, 10:37 AM UTC· resolved May 29, 2026, 11:05 AM UTC

1. identified May 29, 2026, 10:37 AM UTC

   We have identified the root cause of a known issue and are currently implementing a fix. Further information to follow.

2. monitoring May 29, 2026, 10:53 AM UTC

   The fix has been deployed and the impact is currently being monitored.

3. resolved May 29, 2026, 11:05 AM UTC

   We can confirm the fix has been released and validated

4. postmortem Jun 11, 2026, 01:59 PM UTC

   **Incident Start Time:** 13 May 2026 **Incident End Time:** 29 May 2026 ‌ Between 13 May and 29 May 2026, we identified an issue affecting a subset of assets uploaded through automated workflows, where metadata such as image dimensions, file type, and alt text was not indexed correctly within our search platform. ‌ Assets uploaded manually through the user interface were not impacted. A fix was released on 29 May 2026 to correct the indexing behaviour for newly uploaded assets. ‌ Following the release of the fix, Amplience teams completed a retrospective re-indexing activity for affected assets to restore missing metadata records. ‌ **Root Cause** ‌ The issue was traced to a change introduced in a DAM API release on 13 May 2026, which altered how metadata was written during the indexing process for certain uploaded assets. ‌ **Corrective Actions** ‌ * Increasing validation and review around indexing-related configuration changes * Improving logging and monitoring for metadata indexing processes

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Started May 28, 2026, 08:53 PM UTC· resolved May 29, 2026, 08:00 AM UTC

1. investigating May 28, 2026, 08:53 PM UTC

   We are investigating an issue in Dynamic Content, search indexes are unavailable

2. identified May 28, 2026, 08:53 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring May 28, 2026, 09:06 PM UTC

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

4. resolved May 29, 2026, 08:00 AM UTC

   This incident has been resolved.

5. postmortem Jun 08, 2026, 03:05 PM UTC

   **Incident Start Time:** 19.49 BST **Incident End Time:** 22.03 BST **Issue Summary:** An incident occurred within Dynamic Content that required a rollback to a previous version. In the Development Tab of Dynamic Content, search indexes were returning zero records. **Root Cause:** The issue was introduced in a recent Dynamic Content release, which introduced a new Content Security Policy \(CSP\) header. This header unintentionally blocked Algolia search index requests, resulting in searches returning no records. **Corrective Actions:** * Improve validation and regression testing around CSP-related changes to ensure third-party services such as Algolia continue to function as expected. * Whitelist the security headers in a future release.

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Started May 11, 2026, 12:53 PM UTC· resolved May 11, 2026, 03:24 PM UTC

1. identified May 11, 2026, 12:53 PM UTC

   Users may experience an issue when switching repositories, where the selected repository updates but the displayed content does not reflect the newly selected repository.

2. monitoring May 11, 2026, 01:28 PM UTC

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

3. resolved May 11, 2026, 03:24 PM UTC

   This incident has been resolved.

4. postmortem May 15, 2026, 11:36 AM UTC

   **Incident Start Time:** Friday, 8th May, 09.57 BST **Incident End Time:** Monday, 12th May, 14.18 BST ‌ **Issue Summary:** An incident occurred within Dynamic Content that required an immediate rollback to a previous version. Users were unable to navigate through different Repositories. ‌ **Root Cause:** The issue was introduced in the latest Content Management App release, which included a new multi-select feature for the repository library. The feature caused unintended behaviour that impacted repository navigation functionality. ‌ **Corrective Actions:** * Review release verification procedures to improve early detection of UI interaction issues.

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Started Apr 22, 2026, 07:05 PM UTC· resolved Apr 22, 2026, 07:24 PM UTC

1. monitoring Apr 22, 2026, 07:05 PM UTC

   We experienced a minor outage with app.amplience.com logging into Dynamic Content. The spike to performance has since subsided and we a now monitoring the situation. We can confirm that Dynamic Content is now accessible.

2. resolved Apr 22, 2026, 07:24 PM UTC

   The issue is resolved. app.amplience.net logins are working as expected

3. postmortem Apr 29, 2026, 09:19 AM UTC

   **Incident Start Date** 19:40 BST **Incident End Date** 19:54 BST ‌ **Issue Summary** On Wednesday evening, users were unable to log into [app.amplience.net](http://app.amplience.net) for a period of 14 minutes. ‌ **Root Cause** Our third-party authentication provider, Auth0, experienced a DNS outage caused by a misconfiguration on their side. This incident also impacted some of our alerting capabilities, which we are currently reviewing with our partners. ‌ **Resolution** Auth0 resolved their DNS issue, restoring normal authentication services. **Corrective Actions** * Review and strengthen alerting to ensure visibility is maintained during third-party DNS-related incidents * Work with Auth0 to understand the full scope of the misconfiguration and their preventative measures

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Started Apr 19, 2026, 09:16 PM UTC· resolved Apr 19, 2026, 09:22 PM UTC

No vendor updates were posted for this incident.

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Started Feb 19, 2026, 04:07 PM UTC· resolved Feb 19, 2026, 04:07 PM UTC

1. monitoring Feb 19, 2026, 04:07 PM UTC

   Feb 19, 16:07 GMT Resolved - We have monitored this issue and confirm we are fully operational Feb 19, 15:19 GMT Monitoring - We have identified the issue and Content Hub is now displaying assets, we are continuing to monitor the situation. Feb 19, 15:01 GMT Investigating - We are currently investigating an issue with assets not displaying on Content Hub

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Started Jan 22, 2026, 05:02 PM UTC· resolved Jan 22, 2026, 05:02 PM UTC

1. monitoring Jan 22, 2026, 05:02 PM UTC

   Jan 22, 17:02 GMT Resolved - A patch has now been released. Jan 22, 15:27 GMT Update - We are continuing to work on a fix for this issue. Jan 22, 15:23 GMT Identified - The issue has been identified and a fix is being implemented. Jan 22, 15:23 GMT Investigating - Users may experience issue editing nested content within the content form.

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Started Dec 05, 2025, 09:00 AM UTC· resolved Dec 05, 2025, 09:00 AM UTC

1. resolved Dec 05, 2025, 10:17 AM UTC

   Some users may have experienced issues accessing ondemand.amplience.com and support.amplience.com. Email [email protected] remained operational during this time. To minimise any impact, we temporarily rerouted ondemand traffic away from the affected service. Traffic has now been restored to the normal route. Both issues were caused by a disruption affecting a third-party service. All issues are now resolved.

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Started Nov 25, 2025, 10:44 AM UTC· resolved Nov 25, 2025, 10:44 AM UTC

1. monitoring Nov 25, 2025, 10:44 AM UTC

   Nov 25, 10:44 GMT Resolved - This incident has been resolved, and purging functionality is now operating as expected Nov 25, 10:09 GMT Monitoring - We are currently observing an issue with one of our upstream partners, Akamai, which is experiencing an outage. As a result this will impact purging functionality within the Dynamic Media app. Our team is actively monitoring the situation and will provide further updates as they become available.

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Started Nov 18, 2025, 07:27 PM UTC· resolved Nov 18, 2025, 07:27 PM UTC

1. monitoring Nov 18, 2025, 07:27 PM UTC

   Nov 18, 19:27 GMT Resolved - We are satisfied the Cloudflare outage is resolved after our extended monitoring period. We can confirm we were not impacted and did not see any degraded performance. Our platform traffic is stable and we will continue to monitor our healthy service to ensure we remain operational. Nov 18, 13:25 GMT Monitoring - We continue to monitor our own infrastructure and can confirm that our own delivery services are not impacted. Traffic remains diverted away from Cloudflare. Nov 18, 12:15 GMT Identified - We are currently observing an issue with one of our upstream partners, Cloudflare, which is experiencing an outage. As a preventative measure, our platform is actively rebalancing traffic. Our systems continue to operate as expected, and customers may experience some intermittent performance degradation during this period. We are closely monitoring the situation and will continue to track Cloudflare’s recovery.

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Started Oct 22, 2025, 03:09 PM UTC· resolved Oct 22, 2025, 03:09 PM UTC

1. monitoring Oct 22, 2025, 03:09 PM UTC

   Oct 22, 16:09 BST Resolved - We can confirm that the affected feature has been rolled back and functionality has returned to normal. Oct 22, 16:06 BST Identified - We’ve identified an issue with a recent release that’s impacting content creation. Our team is currently rolling back the affected feature, and we’ll confirm once the rollback is complete

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Started Oct 20, 2025, 09:44 AM UTC· resolved Oct 20, 2025, 09:44 AM UTC

1. monitoring Oct 20, 2025, 09:44 AM UTC

   Oct 20, 10:44 BST Resolved - The incident has been resolved. Oct 20, 09:57 BST Investigating - Users may be experiencing slower than normal response times when contacting support. We are working with our provider to resolve this as soon as possible.

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Started Oct 20, 2025, 09:43 AM UTC· resolved Oct 20, 2025, 09:43 AM UTC

1. monitoring Oct 20, 2025, 09:43 AM UTC

   Oct 20, 10:43 BST Resolved - This incident is now resolved. Oct 20, 10:32 BST Monitoring - Our upstream partners have restored service, and we are monitoring. Oct 20, 10:04 BST Identified - We are currently seeing degraded Content Delivery performance in one region. Traffic is being redirected away from the affected region, and we are working with our upstream partners to restore normal service.

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Started Sep 19, 2025, 08:42 PM UTC· resolved Sep 19, 2025, 09:54 PM UTC

1. identified Sep 19, 2025, 08:42 PM UTC

   We are experiencing an outage with our Media Delivery (assets) service, which impacts published assets. We have identified the fault and now investigating the fix

2. monitoring Sep 19, 2025, 08:51 PM UTC

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

3. resolved Sep 19, 2025, 09:54 PM UTC

   The incident has been resolved

4. postmortem Sep 22, 2025, 03:26 PM UTC

   Incident Start Time: 21:22 BST Incident End Time: 21:39 BST **Issue Summary:** ‌ On 19th September, we experienced a disruption to our media delivery service. Impacted customers saw images failing to load. ‌ **Root Cause:** ‌ Amplience operates a multi-layer CDN infrastructure to ensure continuous delivery. A change related to Cloudflare affected approximately 0.04% of our daily requests. ‌ Our automatic failover logic initiated during this incident, diverting traffic away from Cloudflare to Akamai. ‌ ‌ **Corrective Actions:** ‌ * While the overall percentage of requests impacted was low, the experience for affected customers was significant. We are fine-tuning our process to make the failover more efficient. * We are awaiting a full root cause analysis \(RCA\) from our provider, Cloudflare. ‌ ‌ If you have any questions or would like to discuss this further, please reach out to your Customer Success Manager or contact us at [[email protected]](mailto:[email protected]).

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Started Sep 11, 2025, 11:16 AM UTC· resolved Sep 11, 2025, 11:28 AM UTC

1. investigating Sep 11, 2025, 11:16 AM UTC

   We are currently investigating the issue

2. monitoring Sep 11, 2025, 11:19 AM UTC

   Assets now display in content hub and we are monitoring.

3. resolved Sep 11, 2025, 11:28 AM UTC

   This incident was resolved at 12.19 BST

4. postmortem Sep 12, 2025, 10:37 AM UTC

   **10/09/25** Incident Start Time: 15:06 BST Incident End Time: 15:20 BST **11/09/25** Incident Start Time: 12:09 BST Incident End Time: 12:15 BST **Issue Summary:** ‌ On 10th September, we experienced a brief outage within our Content Hub platform. Assets were no longer displaying in the UI, and some background processes that relied on indexing failed to run to completion. The following day, we experienced the same outage - we had fixed the issue initially, but not all of the corrective actions had been completed. ‌ We’d like to point out that this short outage did not impact any published assets. ‌ **Root Cause:** ‌ We identified that an unindexed query over time caused an excessive consumption of memory in our backend platform, Solr. **‌Corrective Actions:** ‌ * Operations were able to cycle the Solr nodes to clear the memory utilisation. * The Solr memory in the backend has been increased. * Additional monitoring and alarms have been enabled to identify cache entries before memory is fully consumed.‌ ‌ If you have any questions or would like to discuss this further, please reach out to your Customer Success Manager or contact us at [[email protected]](mailto:[email protected]).

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Started Jun 27, 2025, 03:28 AM UTC· resolved Jun 27, 2025, 07:55 AM UTC

1. investigating Jun 27, 2025, 03:28 AM UTC

   We are currently investigating this issue.

2. identified Jun 27, 2025, 05:42 AM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Jun 27, 2025, 07:55 AM UTC

   This incident has been resolved.

4. postmortem Jul 02, 2025, 01:49 PM UTC

   ## Issue Summary: Between 26 and 27 June, some users experienced delays in content publishing and inconsistencies in the UI. In certain cases, content appeared to be stuck in a “Scheduling” state, even though it had successfully published on the backend. ## Root Cause: The incident was triggered by the localization of a large content item involving over 16,000 entries. This placed unexpected load on part of our infrastructure, leading to memory pressure and delays in processing publish events. As a result, UI updates did not accurately reflect the publishing status. ## Resolution: We increased system resources and redeployed affected services, which restored full functionality. ‌ ## Corrective Actions: To help prevent similar issues in future, we have already: * Added new alerts to proactively monitor system load and memory usage. * Improved internal documentation and escalation processes. We are also: * Reviewing how large-scale content changes are processed across the platform to improve system resilience. ‌ If you have any questions or would like to discuss this further, please contact your Customer Success Manager or email us at [**[email protected]**](mailto:[email protected])**.**

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Started May 13, 2025, 02:36 PM UTC· resolved May 13, 2025, 03:00 PM UTC

1. investigating May 13, 2025, 02:36 PM UTC

   We are currently investigating this issue.

2. monitoring May 13, 2025, 02:40 PM UTC

   Freshservice is now working as normal

3. resolved May 13, 2025, 03:00 PM UTC

   This incident has been resolved.

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Started Apr 30, 2025, 11:01 AM UTC· resolved Apr 30, 2025, 11:23 AM UTC

1. investigating Apr 30, 2025, 11:01 AM UTC

   We are currently investigating this issue.

2. identified Apr 30, 2025, 11:23 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Apr 30, 2025, 11:23 AM UTC

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

4. resolved Apr 30, 2025, 11:23 AM UTC

   This incident has been resolved.

5. postmortem May 02, 2025, 09:50 AM UTC

   **Incident Start Time:** 11:39 BST **Incident End Time:** 12:11 BST ‌ **Issue Summary:** ‌ On 30th April, users experienced issues where published status changes were not reflected in the UI. This may have appeared as though content was not publishing successfully, despite actual publishing occurring as expected. ‌ **Root Cause:** ‌ While content was publishing correctly, the issue stemmed from a fault in the event listener responsible for updating the UI with publish status feedback. During a release, an update to the stack misconfigured, resulting in the UI not receiving confirmation of the successful publish. ‌ **Corrective Actions:** ‌ * Alerts have been implemented to monitor changes made to this specific part of the infrastructure. * We are using this incident to review and strengthen our RBAC \(Role-Based Access Control\) model to prevent similar issues in future. ‌ If you have any questions or would like to discuss this further, please reach out to your Customer Success Manager or contact us at [[email protected]](mailto:[email protected]).

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Started Apr 07, 2025, 10:32 AM UTC· resolved Apr 07, 2025, 10:39 AM UTC

1. investigating Apr 07, 2025, 10:32 AM UTC

   We are currently investigating an issue with a third-party provider that is impacting manual uploads within Content Hub. Please note that bulk ingestion via FTP remains operational and can be used as an alternative in the meantime.

2. monitoring Apr 07, 2025, 10:35 AM UTC

   Service appears to be restored by the third party, and we will continue to observe

3. resolved Apr 07, 2025, 10:39 AM UTC

   This Incident is resolved

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