GeckoChat incident

Intermittent Issue with Agents Being Logged Out Unexpectedly

Major Resolved View vendor source →

GeckoChat experienced a major incident on August 30, 2022 affecting Web and Web, lasting 6h 33m. The incident has been resolved; the full update timeline is below.

Started
Aug 30, 2022, 10:55 AM UTC
Resolved
Aug 30, 2022, 05:29 PM UTC
Duration
6h 33m
Detected by Pingoru
Aug 30, 2022, 10:55 AM UTC

Affected components

WebWeb

Update timeline

  1. investigating Aug 30, 2022, 10:55 AM UTC

    We are currently experiencing an issue with some agents being logged out while actively using the Gecko Chat system for both our EU & US customers. Our engineers are investigating the issue and we will provide an update as soon as possible.

  2. monitoring Aug 30, 2022, 11:32 AM UTC

    We have identified and implemented a fix to resolve the issue. We will continue to monitor the situation. If you are still experiencing issues in regards to agents being logged out of the system unexpectedly, please reach out to a member of the client support team.

  3. resolved Aug 30, 2022, 05:29 PM UTC

    The issue has now been resolved for all clients. If you are still experiencing issues in regards to unexpected logging out of agents within Gecko Chat, please reach out to a member of the client support team.