Gainsight PX incident

PX Engagements and Knowledge Center (KC) Bots

Major Resolved View vendor source →

Gainsight PX experienced a major incident on April 26, 2023 affecting Real Time Engine and In-app Guides and 1 more component, lasting 2h 47m. The incident has been resolved; the full update timeline is below.

Started
Apr 26, 2023, 02:53 PM UTC
Resolved
Apr 26, 2023, 05:40 PM UTC
Duration
2h 47m
Detected by Pingoru
Apr 26, 2023, 02:53 PM UTC

Affected components

Real Time EngineIn-app GuidesIn-app Surveys

Update timeline

  1. investigating Apr 26, 2023, 02:53 PM UTC

    Some customers may have issues with PX Engagements or Knowledge Center (KC) Bots. We have identified the cause and we're rolling out a fix.

  2. resolved Apr 26, 2023, 05:40 PM UTC

    This incident has been resolved. We will follow up with root cause details as they become available.

  3. postmortem May 02, 2023, 10:53 PM UTC

    **Summary of Incident:** Customers using PX, either as a customer or consumer, were unable to use Engagements and KC Bots starting on April 26, 2023 7:53 am PDT that was resolved by 10:40 PDT. ‌ **Root Cause:** This incident was determined to be caused my a memory leak issue ‌ **Immediate Action Items:** Our Engineering Team addressed the source of the memory leak which resolved this issue. Please reach out to [[email protected]](mailto:[email protected]) if you have questions.