Resolved on April 6, 2025.
On 4/6/25, a number of customers reported experiencing intermittent slow login to the POS after PIN entry, followed by a prolonged loading screen. In some cases, a subset of customers also reported seeing a blank screen after logging into the POS. The issue was traced to latency in receiving responses from our Redis caching database. An investigation revealed a significant number of blocking calls that caused some requests to be paused while previous requests were being serviced. Our engineers increased resource allocation to the database as an immediate measure of relief and subsequently optimized the usage of Redis within our applications to reduce the number of calls and to also reduce the size of stored payloads. This optimization took place incrementally between 4/7/25 and 4/10/25, during which time we observed performance improvements on the order of several magnitudes.
Update timeline
- resolved Apr 12, 2025, 11:11 AM UTC
On 4/6/25, a number of customers reported experiencing intermittent slow login to the POS after PIN entry, followed by a prolonged loading screen. In some cases, a subset of customers also reported seeing a blank screen after logging into the POS. The issue was traced to latency in receiving responses from our Redis caching database. An investigation revealed a significant number of blocking calls that caused some requests to be paused while previous requests were being serviced. Our engineers increased resource allocation to the database as an immediate measure of relief and subsequently optimized the usage of Redis within our applications to reduce the number of calls and to also reduce the size of stored payloads. This optimization took place incrementally between 4/7/25 and 4/10/25, during which time we observed performance improvements on the order of several magnitudes.
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