Ascend experienced a major incident on May 22, 2024 affecting Ascend HQ, lasting 6d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 22, 2024, 06:52 PM UTC
We're currently investigating an issue affecting logging into Ascend HQ. You may experience errors until the issue is resolved. Here's a few steps you can try should you be experiencing issues: 1. Verify your Ascend User in your local Ascend is not hidden and has the same email address as the one you're trying to use on HQ. 2. If the email address you're using is also what you use for your trekbikes.com account, the passwords must match. 3. Clear the cache in your browser. Our team is aware that even after performing these steps some users still cannot login. We're actively investigating this issue. We'll update this thread as soon as we have it and no later than the end of day today. Thank you for your patience as we work to resolve this issue.
- identified May 23, 2024, 02:05 PM UTC
While we have resolved some of the issues with the new Ascend HQ login process, we are aware issues for certain users remain. Our team is actively working on resolving these issues. We will update this thread as soon as we have an update. Thank you for your patience.
- monitoring May 28, 2024, 07:45 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 29, 2024, 06:23 PM UTC
There are a small number of accounts that are being repaired, but HQ access is generally working once again. Please reach out to the support team if you encounter any issues.