Platform Service Degradation: Error adding a link to a link block

Update timeline

1. investigating Sep 17, 2025, 07:00 PM UTC

   We are investigating reports where some campaign creators are receiving an error message when adding a link to a link block. We will provide an update within 1 hour.

2. identified Sep 17, 2025, 07:48 PM UTC

   We have identified a potential cause for this issue and are currently working to mitigate it. Another update will be provided within 1 hour.

3. identified Sep 17, 2025, 08:45 PM UTC

   We continue to work on a fix to mitigate this issue. Another update will be provided within 1 hour.

4. identified Sep 17, 2025, 09:40 PM UTC

   We continue to work on a fix to mitigate this issue. Another update will be provided within 1 hour.

5. identified Sep 17, 2025, 10:37 PM UTC

   A mitigating fix for this issue has been developed and is currently undergoing QA testing. Another update will be provided within 1 hour, or as soon as the fix has been released.

6. identified Sep 17, 2025, 11:37 PM UTC

   The proposed fix has passed QA testing, and we are working on deploying it in the production environment. Another update will be provided within 1 hour, or as soon as the fix has been released.

7. monitoring Sep 17, 2025, 11:56 PM UTC

   The proposed fix has been released. We will be placing the impacted services under monitoring for now.

8. resolved Sep 24, 2025, 07:38 PM UTC

   This incident is now resolved, and the impacted service has remained available.

9. postmortem Oct 16, 2025, 10:43 PM UTC

   **Summary:** On September 17th, 2025, at 5:56 AM PT, we received a single report where a Studio user received an error message on the Campaign Design page when adding a specific link to a link type block, impairing the full use of the link type block. Initial troubleshooting was able to reproduce this issue, and an internal platform incident was declared at 9:06 AM PT. Once the incident response team determined that the scope of this issue was platform-wide, it was published on our Status Page at 12:00 PM PT. **Severity:** Sev-2 **Scope:** Some Studio users could not add specific links to the link type block in the Campaign Design page. **Impact:** Some Studio users received an error message on the Campaign Design page when adding specific links to a link type block, impairing the full use of the link type block in the duration of this incident \(22hr 23mins\). A refresh of the page restored its functionality, but any attempt to add the same “problematic” link resulted in the same error displayed. **Root Cause:** The root cause for this incident was attributed to a code change that was deployed on September 16th, 2025 at 6:33 PM PT. The new code did not account for fields \(title, description, body, etc.\) that returned a “null” value after the entered link was scraped, resulting in the code to error. This incident did not impact all Studio users, as links that did not return fields with a “null” value were being processed as expected. **Mitigation:** To mitigate this incident, the new code was rewritten to account for fields that returned a “null” value and redeployed at 4:56 PM PT after passing QA tests. **Recurrence Prevention:** To prevent this incident from happening again, we have added this edge case to our QA test plan before any code-change release to the production environment.