MyVenue Outage History

Started Oct 22, 2026, 03:15 AM UTC· resolved Oct 22, 2026, 06:41 AM UTC

1. monitoring Oct 22, 2026, 03:15 AM UTC

   Status: Monitoring – No impact to MyVenue hosted services or websites. Reviewing Tapin2 hosted services Details: • mvManager (including the Suites Portal, database and surrounding infrastructure) are not impacted and do not use PHP. No patches are required. • A review of MyVenue code repositories found no direct or indirect use of PHP in our platform or back-office systems. • Websites (myvenue.com and tapin2.com) are protected by Cloudflare, which deployed protections against this vulnerability. Our understanding is that this occurred before the PHP vulnerability was made public. • A review of Tapin2 hosted database environments is ongoing Action required: None. If you have any questions, please contact support at [email protected]

2. resolved Oct 22, 2026, 06:41 AM UTC

   No impact to MyVenue or Tapin2 hosted services or websites. Details: • MyVenue & Tapin2 websites are protected by Cloudflare, which deployed protections against this vulnerability. Our understanding is that this occurred before the PHP vulnerability was made public. • All other MyVenue & Tapin2 hosted services do not use PHP. This includes the Suites Portals, databases and surrounding infrastructure. • A wider review of MyVenue & Tapin2 repositories found no direct or indirect use of PHP in the platform or back-office systems. Action required: None.

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Started Oct 20, 2025, 09:47 AM UTC· resolved Oct 20, 2025, 10:07 PM UTC

1. investigating Oct 20, 2025, 09:47 AM UTC

   We are aware of an ongoing global outage affecting Amazon Web Services (AWS). This may be causing intermittent delays or disruptions to certain sales transaction data flows into mvManager.

2. investigating Oct 20, 2025, 09:54 AM UTC

   We are continuing to investigate this issue.

3. investigating Oct 20, 2025, 09:55 AM UTC

   We are continuing to investigate this issue.

4. identified Oct 20, 2025, 10:03 AM UTC

   We are aware of an ongoing global outage affecting Amazon Web Services. This is currently causing delays in certain components within mvManager. All core POS operations remain functional. We are actively monitoring the situation and will provide updates as AWS implements recovery actions.

5. identified Oct 20, 2025, 10:15 AM UTC

   We are continuing to work on a fix for this issue.

6. identified Oct 20, 2025, 11:04 AM UTC

   We are currently processing sales in real time and continue to closely monitor the impact of the outage. Our systems remain stable, and we are sustaining uptime across all key services. Key points: Sales operations are functioning normally with no current delays. Monitoring tools are actively tracking system performance and customer impact. Engineering teams remain on standby to respond to any anomalies. We will provide further updates as needed or if there are any changes in system status.

7. resolved Oct 20, 2025, 10:07 PM UTC

   AWS Global Outage has been resolved with full restoration of services and all MyVenue systems are now fully operational. All sales processing is up to date. Please reach out to MyVenue Support with any further queries.

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Started Aug 09, 2025, 10:25 PM UTC· resolved Aug 10, 2025, 09:34 AM UTC

1. investigating Aug 09, 2025, 10:26 PM UTC

   We are currently investigating reports of latency when loading Suite orders in mvManager. Our team is actively working to identify the cause and implement a resolution as quickly as possible. We appreciate your patience and understanding as we work to restore full functionality.

2. investigating Aug 09, 2025, 11:30 PM UTC

   We are continuing to investigate the latency issues impacting the loading of Suite orders in mvManager. Our team remains actively engaged in identifying the root cause and will share additional updates as soon as they are available. We appreciate your patience as we work toward a resolution.

3. identified Aug 10, 2025, 03:23 AM UTC

   We have identified the root cause of the latency issues affecting the loading of Suite orders in mvManager. Our team is currently implementing a fix to resolve the problem and will continue to monitor performance closely. We will provide another update once the fix has been fully deployed and verified.

4. resolved Aug 10, 2025, 09:34 AM UTC

   We have identified and resolved the cause of the degraded performance. Performance should now be restored to normal. We thank you for your patience while we investigated this matter.

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Started Aug 09, 2025, 08:35 PM UTC· resolved Aug 10, 2025, 09:35 AM UTC

1. investigating Aug 09, 2025, 08:35 PM UTC

   We are currently investigating reports of degraded performance impacting the ability to view orders in SuitePOS. Our team is actively working to identify the cause and implement a resolution as quickly as possible. We appreciate your patience and understanding as we work to restore full functionality.

2. investigating Aug 09, 2025, 11:30 PM UTC

   We are continuing to investigate the degraded performance impacting the ability to view orders in SuitePOS. Our team remains actively engaged in identifying the root cause and will share additional updates as soon as they are available. We appreciate your patience as we work toward a resolution.

3. identified Aug 10, 2025, 03:22 AM UTC

   We have identified the root cause of degraded performance impacting the ability to view orders in SuitePOS. Our team is currently implementing a fix to resolve the problem and will continue to monitor performance closely. We will provide another update once the fix has been fully deployed and verified.

4. resolved Aug 10, 2025, 09:35 AM UTC

   We have identified and resolved the cause of the degraded performance. Performance should now be restored to normal. We thank you for your patience while we investigated this matter.

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Started Aug 09, 2025, 03:00 AM UTC· resolved Aug 09, 2025, 07:39 AM UTC

1. investigating Aug 09, 2025, 03:00 AM UTC

   We are currently investigating reports of degraded performance affecting Suites and Sales Processing. Our team is working to identify the cause and implement a resolution as quickly as possible. We appreciate your patience and understanding as we work to restore full functionality.

2. investigating Aug 09, 2025, 03:14 AM UTC

   We are continuing to investigate this issue.

3. investigating Aug 09, 2025, 03:20 AM UTC

   Sales Processing has been fully restored. Our team is continuing to investigate the ongoing degraded performance in Suites and will provide updates as more information becomes available.

4. resolved Aug 09, 2025, 07:39 AM UTC

   Our team identified and resolved the underlying issue that was causing degraded performance affecting Suites. All services are now operating normally. We appreciate your patience while we worked to resolve this matter and apologize for any inconvenience it may have caused.

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Started Aug 06, 2025, 01:17 AM UTC· resolved Aug 06, 2025, 01:59 AM UTC

1. investigating Aug 06, 2025, 01:17 AM UTC

   We are currently experiencing slower-than-usual performance for sales processing. Our engineering team is actively investigating the root cause and working to restore full performance as quickly as possible. We will continue to provide updates as more information becomes available. We appreciate your patience and understanding.

2. resolved Aug 06, 2025, 01:59 AM UTC

   We have identified and resolved the cause of the degraded performance. Performance should now be restored to normal. We thank you for your patience while we investigated this matter.

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Started Jul 23, 2025, 01:51 AM UTC· resolved Jul 23, 2025, 02:01 AM UTC

1. investigating Jul 23, 2025, 01:51 AM UTC

   We are currently experiencing degraded performance resulting in slower-than-usual performance for some suites users. Our engineering team is actively investigating the root cause and working to restore full performance as quickly as possible. We will continue to provide updates as more information becomes available. We appreciate your patience and understanding.

2. investigating Jul 23, 2025, 01:52 AM UTC

   We are continuing to investigate this issue.

3. resolved Jul 23, 2025, 02:01 AM UTC

   We have identified and resolved the cause of the degraded performance. Performance should now be restored to normal. We thank you for your patience while we investigated this matter.

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Started Jul 22, 2025, 04:38 PM UTC· resolved Jul 22, 2025, 05:05 PM UTC

1. investigating Jul 22, 2025, 04:38 PM UTC

   Incident: Internal Error When Creating Suites Orders via mvManager Start Time: 10:27 AM EST We are currently investigating an issue where users encounter an internal error when attempting to create Suites orders through mvManager. Our MyVenue IT Risk Management Team is actively working to identify the root cause and implement a resolution as quickly as possible. Workaround: In the meantime, suite orders can still be created directly through SuitePOS. To access SuitePOS from a PC, please use the following link: https://manager.myvenue.com/app/suiteorderpos

2. resolved Jul 22, 2025, 05:05 PM UTC

   Start Time: 10:27 AM EST Resolved: 12:35 PM EST The MyVenue IT Risk Management Team has identified and resolved the issue that was preventing suite order creation through mvManager. As of 12:35 PM EST, full functionality has been restored and the system is operating as expected. We appreciate your patience and understanding while we worked to address this issue. If you have any questions or experience any further issues, please don’t hesitate to reach out to our support team.

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Started Jun 12, 2025, 07:47 PM UTC· resolved Jun 12, 2025, 08:58 PM UTC

1. monitoring Jun 12, 2025, 07:47 PM UTC

   We a currently experiencing a service disruption due to a widespread outage affecting Google Cloud services, which are a core part of our infrastructure. This began at approximately 2:06 PM EDT, June 12, 2025 and is impacting some functionality within our mvManager and the processing of credit cards. We are actively monitoring the situation and working to minimize impact where possible. The issue originates from Google and is being addressed on their end. We will provide updates every 30 minutes or as new information becomes available. We recommend POS terminals operate in offline until the Google issue is resolved.

2. monitoring Jun 12, 2025, 07:47 PM UTC

   We are continuing to monitor for any further issues.

3. resolved Jun 12, 2025, 08:58 PM UTC

   Widesread outages affecting both Google Cloud and Amazon Web Services (AWS), which are critical parts of our infrastructure have begun to stabilize. This began at approximately 2:06 PM EDT, June 12, 2025 and is impacting some functionality within mvManager. Since the last update, systems are recovering and are now back online within mvManager. However, for mvPOS, we recommend restarting the POS device as a precautionary measure. This is because when the Firebase connection is lost, a manual reboot manually reconnects and ensures the connection is reestablished. We recommend POS terminals operate in offline/airplane mode until the issue is resolved & rebooting the POS terminals. Credit cards will be able to be processed in offline mode.

4. postmortem Jun 12, 2025, 09:36 PM UTC

   The issue affecting both **Google Cloud** and **Amazon Web Services \(AWS\)**, which are critical parts of our infrastructure have now been resolved with the full resumption of services. ‌ We recommend restarting POS devices as a precautionary measure. This is because when the Firebase connection is lost, a manual reboot manually reconnects and ensures the connection is reestablished.

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Started Apr 10, 2025, 07:56 PM UTC· resolved Apr 10, 2025, 10:06 PM UTC

1. resolved Apr 10, 2025, 09:30 PM UTC

   Issue with Suite Orders Suite Orders have been experiencing problems since 3:56pm EST and April 10th. The issue is impacting all suite orders and causing the following: Internal Error prompt The MyVenue IT Risk Management Team has identified and resolved the issue impacting suite orders at 5:06pm EST. We now expect full functionality to be restored across the platform.

2. postmortem Apr 10, 2025, 09:30 PM UTC

   Post-Incident Analysis: Comprehensive Root Cause Investigation and Preventative Measures Implementation Pending Service Restoration

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Started Feb 06, 2025, 11:48 PM UTC· resolved Feb 07, 2025, 09:21 AM UTC

1. investigating Feb 06, 2025, 11:48 PM UTC

   Update as at 6:24pm 6 Feb 2025 EST Google Firebase is experiencing continued issues which is causing the following: Issues with remote printing, tables, KDS, Firebase updates and Pos online status on dashboard. MyVenue are continuing to investigate the cause of the issue and are working towards the restoration all services.

2. investigating Feb 07, 2025, 02:21 AM UTC

   Issue still under investigation and has been escalated to Google. Working: 1. Concessions 2. Pinpad & tips 3. Local printing 4. Table charging including credit cards & tips where a single POS terminal is used 5. Suites Event Day Orders Shared services still experiencing issues with: 6. Remote printing generally unless on the same Vlan 7. Kitchen Display Systems 8. Account charging 9. Loaded tickets and gift cards 10. Dashboards & event day reporting 11. Real time updates 12. Processing tokenized credit cards (credit cards on file) 13. Remote printing in Suites for Event Day Orders 14. Suites credit cards auth adjust MyVenue are continuing to investigate the cause of the issue and are working towards the restoration all services.

3. investigating Feb 07, 2025, 04:05 AM UTC

   SuitePOS payments have now been restored. (Credit Card tokenization, authorization, adjustments and payment completion) Google Firebase issue remains unresolved and has been escalated to the highest Google Firebase Support level. MyVenue are continuing to work towards the restoration of all services.

4. monitoring Feb 07, 2025, 05:04 AM UTC

   Google has made changes to the backoffice database. Services have started to be restored with time allocated to working through backlog. More details will be provided in a timely manner

5. resolved Feb 07, 2025, 09:21 AM UTC

   All MyVenue systems and processes have now been fully restored. The incident appears to have been caused by a Google server entering an unusual state, which occurred at approximately 5:30 PM ET. None of the available MyVenue or Google tools were able to identify or resolve the issue. Once the development team successfully engaged with the appropriate personnel at Google, the affected server was identified and replaced. The server replacement took place at 10:45 PM ET, with full operational capacity restored shortly thereafter. The MyVenue Risk Team has initiated an investigation into the root cause of the incident and will provide a detailed report in due course. We fully recognize that incidents of this nature impact venue operations and personnel at all levels. We deeply regret any disruption this may have caused and sincerely apologize for any inconvenience.

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