Gem Outage History

We have identified an issue causing delays of ~30 minutes when populating AI Sourcing search results. Our team is working on a fix and will share updates here.

We have identified an issue with our nightly Greenhouse data sync that is causing delays in updates for some users. Many Greenhouse updates are syncing normally. This can cause some Gem users to see errors when attempting to update Greenhouse applications in Talent Pipeline or Application Review. We are currently working to resolve this delay and will provide updates with more information or when resolved.

We have identified an issue with our nightly Greenhouse data sync that is causing delays in updates for some users. To help resolve this issue, we have shipped a change to update Greenhouse permissions for each user more often when accessing Talent Pipeline and Application Review. Many Greenhouse changes are continuing to sync with Gem normally. We are continuing to work on a full resolution for this issue.

Webhook processing from Greenhouse is currently delayed by several hours. We are working on a fix for this issue. Gem users integrated with the Greenhouse ATS will see delays for changes to candidate and job information until this is resolved. At this time, we do not believe any updates have been lost. We will update when we have a fix and when the backlog of webhooks is resolved.

We have identified an issue beginning on Friday (November 14th) that causes stale information to be displayed in Prospect Search. As a result, you may see outdated information about your prospects or missing prospects. Our team has identified the root cause and is working on a fix.

We are continuing to see loading issues and degraded performance with Gem Scheduling and our website due to a technical issue with our vendor, Amazon Web Services (AWS). We will continue to provide updates here, but you can also follow along at Amazon's status page: https://health.aws.amazon.com/health/status During this time, we expect email sending failures and will automatically retry as soon as the incident is resolved. You may also experience integration or data sync issues, especially if the other platform is hosted by AWS, too.

Our website, gem.com, is now loading, but we continue to see degraded performance and intermittent failures. We are continuing to work on mitigating the impact. You can also track the status of the underlying cloud outages at the following pages: Amazon Web Services: https://health.aws.amazon.com/health/status Heroku: https://status.heroku.com/incidents/2910

Gem performance has mostly recovered, though our analytics and reporting features are still impacted. We are continuing to monitor and we will provide further updates, as Amazon AWS has not fully recovered yet.

Performance for our analytics and reporting features have been restored; however, we continue to see errors with Gem Scheduling. You may still see loading or interview scheduling issues. Our team will continue to monitor and work on mitigations where possible. You can track the status of the underlying cloud outages at the following pages: Amazon Web Services: https://health.aws.amazon.com/health/status Heroku: https://status.heroku.com/incidents/2910

Gem Scheduling is now mostly restored. Loading performance for remainder of the Gem website is fully restored. For Gem Scheduling, we are actively investigating a potential Zoom integration issue where some teams reported errors prompting them to reconnect Gem with their Zoom account when scheduling interviews. For these impacted teams, we will provide further instruction here.

Summary: Between 7:15am and 10:14am PT Gem was down due to a continued Amazon AWS outage. From 10:14am to 3:53pm PT Gem was operational but experiencing intermittent instability and performance degradations due to the continued outage. At this point, Gem is working normally and Amazon has confirmed the full resolution of the underlying outage. Some Gem customers may have had their Zoom accounts disconnected from Gem due to the outage, and need to reconnect them.

We have identified an issue causing stale data in Prospect Search, resulting in longer-than-normal refresh intervals. Our team is aware is currently working on a fix. Updates to this issue will be posted here.

New and updated Gem AI Sourcing searches are seeing delays in releasing candidate results after the search is started. Our team has identified the issue and is working on a solution.

We have identified an issue causing delays with AI sourcing, most notably that some results may be lacking email addresses. We're working to resolve this issue and will share updates here.

We have identified an issue with our analytics infrastructure which has caused data to be stale, as indicated by the data refresh timestamp in Pipeline Analytics and Dashboards. A fix has been deployed, but data will continue to be temporarily be out-of-date until it is complete. We will update this page once the incident is fully resolved.

We are currently aware of an issue where teams using Gmail are unable to send sequences. This is the result of technical issues that Google is currently experiencing and we will continue to monitor for updates on their status page: https://status.cloud.google.com/