Latency Observed on LMS Pages Across EU Production (Galaxy Customers)

Update timeline

1. investigating Feb 24, 2026, 01:28 PM UTC

   We are currently investigating reports of increased latency affecting EU region Production Environment. This issue impacts Galaxy customers using LXP and LMS, or LXP alone, and may result in slower page load times and eventually erroring out. Our Engineering team is investigating on the root cause and is actively working to restore normal response times. We will continue to share updates as progress is made. Thank you for your patience and understanding.

2. identified Feb 24, 2026, 01:44 PM UTC

   Our Engineering team has identified the root cause and is actively working to restore normal response times. We will continue to share updates as progress is made.

3. monitoring Feb 24, 2026, 02:05 PM UTC

   The issue has been identified and resolved, and services have been restored to normal operations. We will continue to monitor the situation closely.

4. resolved Feb 24, 2026, 07:24 PM UTC

   After a period of monitoring with no further recurrence observed, the issue is now considered resolved. The CSOD Technology Team identified a performance degradation impacting EU Production (Galaxy Customers). The issue began at 4:28 AM Pacific Time and was resolved at 5:19 AM Pacific Time. During this period, clients with portals in this region may have experienced slow performance or intermittent errors while accessing/working on the application.

5. postmortem Mar 13, 2026, 07:31 PM UTC

   **Issue Summary:** On February 24, 2026, elevated latency was observed in the EU region, resulting in degraded platform performance. During the affected period, users experienced slower response times while accessing the platform, particularly for operations within the Learning Experience Platform \(LXP\). **Root Cause:** The incident was caused by performance degradation in an interdependent backend service. The slowdown in this service propagated to dependent platform components, resulting in increased latency and delayed processing of LXP operations in the EU region. **Corrective Action:** As an immediate mitigation, Cloud Operations collaborated with the development team to implement temporary measures to reduce the latency impact and stabilize platform performance. Engineering teams have also prepared a permanent code fix to address the underlying issue. **Preventive Measures:** To reduce the likelihood of a similar incident in the future, the following fix is being implemented: * Improved the service logic to better handle certain user validation scenarios, preventing unnecessary retries that previously contributed to increased latency.