Gainsight PX incident

Data freshness and Knowledge Center (KC) Bots issue

Minor Resolved View vendor source →

Gainsight PX experienced a minor incident on August 26, 2025 affecting Real Time Engine and SDK and 1 more component, lasting 6h 19m. The incident has been resolved; the full update timeline is below.

Started
Aug 26, 2025, 03:42 PM UTC
Resolved
Aug 26, 2025, 10:01 PM UTC
Duration
6h 19m
Detected by Pingoru
Aug 26, 2025, 03:42 PM UTC

Affected components

Real Time EngineSDKIn-app GuidesIn-app SurveysProduct Analytics

Update timeline

  1. investigating Aug 26, 2025, 03:42 PM UTC

    We are currently experiencing processing lag, which may cause delays in reporting data freshness. Some customers may also encounter issues with analytics and KC bot.

  2. identified Aug 26, 2025, 04:26 PM UTC

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

  3. identified Aug 26, 2025, 06:00 PM UTC

    We have applied a fix for the ongoing issue. While it has resolved the problem for most customers, we've identified that approximately 10% of our customers are still affected. Our engineering team is actively working on a solution to fully resolve the issue.

  4. monitoring Aug 26, 2025, 08:06 PM UTC

    We are currently rolling out a fix and will be closely monitoring the results.

  5. resolved Aug 26, 2025, 10:01 PM UTC

    This incident has been resolved.