Matterport experienced a major incident on April 2, 2018, lasting 41m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Apr 02, 2018, 12:37 PM UTC
Showcases and Cloud are currently unavailable. We are looking into the issue.
- monitoring Apr 02, 2018, 01:05 PM UTC
There was an issue with the HTTPS certificate for one of our critical services. Everything should be back to normal now, we will be monitoring to ensure that's the case.
- resolved Apr 02, 2018, 01:19 PM UTC
This incident has been resolved.
- postmortem Aug 02, 2018, 04:40 PM UTC
We had our first significant platform outage in over a year earlier this morning. We know our customers put a lot of trust in us to serve their 3D Showcases to their audience, so we want to make sure everyone knows what happened, and how we are mitigating future incidents like this. The connection between our CDN (Fastly) and our servers was effectively down from 5:00am PT to 5:59am PT due to an error with a HTTPS certificate on a load balancer. On-call engineers received automated alerts at 5:04. By 5:34 the engineers had identified the issue, and at 5:59 they successfully fixed the load balancer in question. During this time any page on my.matterport.com, including most 3D Showcases and Workshop, would display a “503” error. Around 30% of 3D Showcases continued to load successfully and were not impacted by the issue. We take great pride in the performance of our platform and work hard to exceed your expectations, and apologize for any impact it may have had. We are always focused on eliminating such problems, and improving our response times when they do happen. If you have any further questions about the outage please feel free to contact [email protected].