Golf Genius incident

KnowledgeBase and Intercom SSL Certificates Issue

Critical Resolved View vendor source →

Golf Genius experienced a critical incident on November 5, 2021 affecting Live Chat Support, lasting 2h 11m. The incident has been resolved; the full update timeline is below.

Started
Nov 05, 2021, 11:02 AM UTC
Resolved
Nov 05, 2021, 01:13 PM UTC
Duration
2h 11m
Detected by Pingoru
Nov 05, 2021, 11:02 AM UTC

Affected components

Live Chat Support

Update timeline

  1. identified Nov 05, 2021, 11:02 AM UTC

    Users can not access Intercom or the KnowledgeBase using a secured (https) connection. Both KnowledgeBase and Intercom can be accessed using a non-secured connection. We have alerted SupportHero of the outdated SSL Certificates, that are causing the issue.

  2. identified Nov 05, 2021, 12:35 PM UTC

    We are continuing to investigate. In the meantime, users can bypass this issue by going directly to docs.golfgenius.com. From there, users will be able to search the knowledge base and initiate support requests. If a security alert appears, users can proceed to the unsecured page.

  3. resolved Nov 05, 2021, 01:13 PM UTC

    The "Help" button (including the knowledge base and live chat support) is now working as normal. We apologize for any inconvenience that this may have caused.