Episerver incident

Optimizely Data Platform - Identity resolution - EMEA

Major Resolved View vendor source →

Episerver experienced a major incident on November 7, 2025 affecting Data Ingestion and Processing and Core App Experiences, lasting 14d 4h. The incident has been resolved; the full update timeline is below.

Started
Nov 07, 2025, 12:30 PM UTC
Resolved
Nov 21, 2025, 04:46 PM UTC
Duration
14d 4h
Detected by Pingoru
Nov 07, 2025, 12:30 PM UTC

Affected components

Data Ingestion and ProcessingCore App Experiences

Update timeline

  1. investigating Nov 07, 2025, 06:36 PM UTC

    We are investigating the problem with identity resolution in EMEA.

  2. identified Nov 07, 2025, 09:34 PM UTC

    Customers may experience the creation of duplicate profiles with new identities for those who have been previously seen. We are collaborating with our vendor to identify and test a potential solution for one of the underlying data storage systems.

  3. identified Nov 08, 2025, 02:04 AM UTC

    We are continuing to work with our vendor to test a potential solution for one of the underlying data storage systems.

  4. identified Nov 08, 2025, 08:39 AM UTC

    We have successfully recovered identity data for profiles that were seen before the incident. This recovery enables working with the original profiles instead of profile duplicates that may have been created during the incident. We will continue to examine the data to identify potential inconsistencies and develop a plan for resolving them.

  5. identified Nov 11, 2025, 08:23 AM UTC

    We're still analysing the affected dataset to identify potential inconsistencies and develop a plan for resolving them.

  6. identified Nov 12, 2025, 10:12 PM UTC

    We have identified all the variations of potential inconsistencies and now working on a solution to resolve them.

  7. identified Nov 13, 2025, 10:13 PM UTC

    We are working on a solution to resolve the remaining data inconsistencies. An estimated completion time will be provided in due course.

  8. identified Nov 16, 2025, 02:52 PM UTC

    We anticipate commencing data repair operations on Monday evening (CET). Once we begin, we can provide an estimated completion timeline.

  9. identified Nov 19, 2025, 09:28 AM UTC

    We expect to complete the data repair operations by Friday, 21 November, in the evening (CET).

  10. resolved Nov 21, 2025, 04:46 PM UTC

    We have finished the large majority of the planned data operations, all duplicates that were created as a part of the incident were removed and all campaign activity returned to normal. Over the coming weeks, we will be prioritising low-impact data clean-up operations.