eMerchantPay incident
emerchantpay - Genesis Gateway - Slow Transaction Time
Resolved after 2 hours 26 minutes, affecting Genesis - admin console (PRODUCTION) and Genesis - merchant console (PRODUCTION) and 1 more, on January 25, 2021.
Dear Valued Partner, We have found and resolved the root cause of the issue. We optimized our database configuration for range index dive limit, to optimize a complex DB query that suddenly started misbehaving this morning, without any development or infrastructure changes from our side (DB statistics related). We have already applied a fix for this and the processing time of the transactions is now normal and as before. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team
Affected components
Update timeline
- investigating Jan 25, 2021, 09:06 AM UTC
Dear Valued Partner, We are currently experiencing an issue which causes transactions to be processed slower than usual. We are working with our development and infrastructure teams to find the root cause of the issue. We will provide you with an update shortly. Kind regards, Technical Support Team
- investigating Jan 25, 2021, 09:07 AM UTC
We are continuing to investigate this issue.
- identified Jan 25, 2021, 10:46 AM UTC
The issue has been identified and a fix is being implemented.
- resolved Jan 25, 2021, 11:32 AM UTC
Dear Valued Partner, We have found and resolved the root cause of the issue. We optimized our database configuration for range index dive limit, to optimize a complex DB query that suddenly started misbehaving this morning, without any development or infrastructure changes from our side (DB statistics related). We have already applied a fix for this and the processing time of the transactions is now normal and as before. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team
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