Lime Connect incident

Increased error rates in Live Chat product

Major Resolved View vendor source →

Lime Connect experienced a major incident on August 27, 2020, lasting 1h 24m. The incident has been resolved; the full update timeline is below.

Started
Aug 27, 2020, 10:07 AM UTC
Resolved
Aug 27, 2020, 11:32 AM UTC
Duration
1h 24m
Detected by Pingoru
Aug 27, 2020, 10:07 AM UTC

Update timeline

  1. investigating Aug 27, 2020, 08:53 AM UTC

    We are currently experiencing increased error rates with the Chatpanel in our Live Chat product (legacy). Our Development Team is working to solve this as soon as possible. We apologize for the inconvenience caused. Please keep an eye on this page for the latest updates.

  2. monitoring Aug 27, 2020, 10:07 AM UTC

    An emergency fix for an identified issue from a routine version upgrade has been deployed and we currently monitor its results. Please note that if an operator has too many slots in use, leading to e.g. the widget becoming unavailable, their presence can be reset with immediate effect via Dashboard -> Operator or Operators can fix their presence/slots by a re-login -> https://www.userlike.com/en/logout

  3. resolved Aug 27, 2020, 11:32 AM UTC

    The emergency fix for the identified issue has been confirmed and the issue is resolved. If your Operators still have too many slots in use (leading to e.g. the widget becoming unavailable), their presence can be reset with immediate effect via Dashboard -> Operator or Operators can fix their presence/slots by a re-login -> https://www.userlike.com/en/logout