Gem experienced a critical incident on October 20, 2025 affecting Gem Web Application and Gem Integrations and 1 more component, lasting 10h 52m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 02:49 PM UTC
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.
- identified Oct 20, 2025, 05:46 PM UTC
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
- identified Oct 20, 2025, 06:58 PM UTC
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.
- identified Oct 20, 2025, 09:01 PM UTC
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
- identified Oct 20, 2025, 10:07 PM UTC
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.
- identified Oct 21, 2025, 01:06 AM UTC
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.
- resolved Oct 21, 2025, 01:07 AM UTC
This incident has been resolved.