eMerchantPay incident

emerchantpay - Genesis Gateway - Slow Transaction Time

Minor Resolved View vendor source →

eMerchantPay experienced a minor incident on January 25, 2021 affecting Genesis - admin console (PRODUCTION) and Genesis - merchant console (PRODUCTION) and 1 more component, lasting 2h 26m. The incident has been resolved; the full update timeline is below.

Started
Jan 25, 2021, 09:06 AM UTC
Resolved
Jan 25, 2021, 11:32 AM UTC
Duration
2h 26m
Detected by Pingoru
Jan 25, 2021, 09:06 AM UTC

Affected components

Genesis - admin console (PRODUCTION)Genesis - merchant console (PRODUCTION)Genesis - web payment form (PRODUCTION)Genesis - API (PRODUCTION)

Update timeline

  1. 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

  2. investigating Jan 25, 2021, 09:07 AM UTC

    We are continuing to investigate this issue.

  3. identified Jan 25, 2021, 10:46 AM UTC

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

  4. 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