Jane incident

Some customers receiving an error connecting to Jane

Major Resolved View vendor source →

Jane experienced a major incident on April 26, 2019, lasting 41m. The incident has been resolved; the full update timeline is below.

Started
Apr 26, 2019, 04:41 PM UTC
Resolved
Apr 26, 2019, 05:23 PM UTC
Duration
41m
Detected by Pingoru
Apr 26, 2019, 04:41 PM UTC

Update timeline

  1. investigating Apr 26, 2019, 04:41 PM UTC

    We've seen some issues crop up on one of our database servers and our team is working on identifying those issues right now.

  2. investigating Apr 26, 2019, 04:48 PM UTC

    Our team is continuing to work as fast as they can to diagnose the source of the problem. Thanks for your patience while we get this resolved!

  3. monitoring Apr 26, 2019, 05:02 PM UTC

    Our team is making progress narrowing down the source of the problem. We'll continue to post information as we know more, but our entire team is working to get Jane back to life for you as soon as possible.

  4. monitoring Apr 26, 2019, 05:08 PM UTC

    And we're back! We've made the necessary updates and Jane should be working for you now. We'll keep a close eye--actually numerous close eyes--on things for the next bit though.

  5. resolved Apr 26, 2019, 05:23 PM UTC

    The issue has now been resolved. As background, an ongoing security update has been implemented over the last week, and this created a connection issue this morning with one of Jane's server clusters. The problem has been identified and we are working on re-configuration to prevent a re-occurrence moving forward. We will continue to strive for ongoing improvements and appreciate the importance of the role Jane plays on your team. Thanks so much for your kindness and patience this morning.