Dstny experienced a major incident on October 9, 2025 affecting EU, lasting 4d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 09, 2025, 06:45 AM UTC
We are currently investigating this issue.
- investigating Oct 09, 2025, 07:08 AM UTC
We are continuing to investigate the ongoing issues with the ConnectMe application as a high priority. While the previous recommendation to uninstall and reinstall the app resolved some cases, we can confirm that it is not resolving all reported problems. Please do not attempt to uninstall and reinstall the application at this time. Our technical teams are actively working to identify the root cause and implement a comprehensive solution. We will provide the next update within 60 minutes. Thank you for your continued patience and understanding.
- monitoring Oct 09, 2025, 07:47 AM UTC
Our engineering team has identified the root cause of the service disruption and taken emergency action to restore services. Following this change, we are currently observing unsuccessful login attempts for ConnectMe desktop users. We kindly ask affected users to reattempt login. If issues persist, please contact the Dstny Support Team immediately for assistance. We are actively monitoring service availability and login activity. A further update will be provided in 2 hours. Thank you for your patience and understanding.
- monitoring Oct 09, 2025, 10:49 AM UTC
Our engineering team has identified the root cause of the service disruption and implemented corrective measures to restore services. Our Support team has not received any further reports of unsuccessful logins, and we have not observed any failed login attempts for ConnectMe desktop users. We will continue to monitor service availability over the next 24 hours and do not anticipate any further impact at this time. Thank you for your continued patience and understanding. Dstny Support
- resolved Oct 13, 2025, 08:32 AM UTC
Dear Customer, We are pleased to confirm that this incident has now been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. The root cause has been identified, and preventative measures have been implemented to avoid future occurrences. To ensure transparency and provide further insight, a detailed post-incident report will be made available within the next five working days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. If you have any further questions or concerns, please do not hesitate to contact our support team. Kind regards, Dstny Support
- postmortem Oct 14, 2025, 02:00 PM UTC
**Major Incident Category** Service Outage **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 14 Oct 2025, 11:15 **Incident Summary** Between 22:10 UTC on 8th October and 07:30 UTC on 9th October, ConnectMe was inaccessible for all users in the EU-West production environment, across both web and desktop platforms. The issue was introduced during a scheduled change initiated at 22:10 UTC on 8th October and was identified through routine post-upgrade testing. The outage was caused by the system continuing to use cached data containing outdated configuration, which prevented ConnectMe from refreshing correctly. Recovery efforts were coordinated promptly, and full service was restored by 07:30 UTC. **Root Cause** The outage was caused by a mismatch in how the application identified itself during login. A recent change had updated the way ConnectMe is recognised by the system, but the update wasn’t picked up by users’ browsers. This happened because the file that tells the browser how to load ConnectMe didn’t appear to have changed, even though it had. As a result, the browser continued using an older version of that file, which contained outdated information. This caused the system to reject login attempts and led to errors across the platform. **Incident Resolution** To restore service, the system was reconfigured to accept both the previous and updated client ID formats. This ensured compatibility and allowed users to log in successfully. Once this adjustment was made, normal functionality was restored across both web and desktop platforms. **Mitigative Actions** To help prevent similar issues in future, we are enhancing our testing processes across both web and desktop platforms, improving how changes are validated before release, and ensuring greater visibility of system behaviour following updates. We are also reviewing how changes are assessed for potential impact and strengthening coordination between teams during upgrades to ensure early detection and resolution of any unexpected behaviour. **Timeline \(UTC\)** * 08 Oct 2025, 22:00 - A system change was implemented in the EU-West production environment. * 09 Oct 2025, 00:47 - Upgrade completed. * 09 Oct 2025, 05:25 - Post-upgrade checks identified errors affecting ConnectMe. * 09 Oct 2025, 05:41 - Issue escalated to out-of-hours support. * 09 Oct 2025, 05:44 - Response teams engaged for coordinated investigation. * 09 Oct 2025, 06:09 - Customer impact confirmed by Dstny Support. * 09 Oct 2025, 06:12 - Major Incident process initiated. * 09 Oct 2025, 06:25 - WarRoom established to manage resolution efforts. * 09 Oct 2025, 06:30 - System adjustments made to restore service. * 09 Oct 2025, 07:30 - Successful logins confirmed; incident closed.