Resolved after 21 hours 48 minutes, affecting Aura Console (console.neo4j.io) and Aura API (api.neo4j.io), on June 23, 2026.
## What Happened At approximately 12:00 UTC on January 22, 2026, users encountered intermittent error banners within the Aura console displaying, "We're having a problem. Try again.," which occurred alongside 500 errors from console API endpoints. These disruptions were transient and caused by internal API timing out during the TLS handshake process, typically resolving within about 10 seconds or following a page refresh ## How the service was affected The Aura Console and Aura API experienced degraded performance, which manifested as intermittent error banners within the Aura console UI. An investigation identified the root cause as high CPU usage and throttling within the console API. This issue was primarily driven by repeated large entity listings and expensive reconciler requests To address the issue, targeted fixes were successfully deployed to both the Aura console and Aura API. This was followed by adjustments to the resource configuration to increase operational headroom and ensure stability ## What are we doing now The following reactive and proactive measures have been implemented to reduce the likelihood of similar incidents: * Developed a monitoring dashboard to observe request drops based on internal API log data to implement automated monitoring and alerting to catch issues before they occur * Implemented a staggered delay between paginated reconciler requests to mitigate high resource consumption and improve API stability * Enhanced infrastructure aware resources calculations to improve performance * Introduced a new filter for queries based on service tiers to optimize CPU overhead for each calls performed by the reconciler * Deactivated redundant request middleware processing to optimize API calls
Affected components
Update timeline
- identified Jun 23, 2026, 11:25 AM UTC
Aura console is experiencing some intermittent errors: "Our system is experiencing problems right now. try again later or contact support if the problem persists." This may require you to reload or wait longer for navigating in the console Operations and the Aura API remain unaffected We are actively working on a fix
- identified Jun 23, 2026, 01:03 PM UTC
We are continuing to investigate a fix for the issue
- identified Jun 23, 2026, 01:39 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Jun 23, 2026, 03:43 PM UTC
We are deploying a change. We will monitor and update.
- monitoring Jun 23, 2026, 07:27 PM UTC
Continuing to monitor the deployed changes. Next update expected 6/24/2026 10am UTC.
- monitoring Jun 24, 2026, 09:14 AM UTC
We have checked and confirm that the issue is now fully addressed.
- resolved Jun 24, 2026, 09:14 AM UTC
This incident has been resolved.
- postmortem Jul 10, 2026, 02:50 PM UTC
## What Happened At approximately 12:00 UTC on January 22, 2026, users encountered intermittent error banners within the Aura console displaying, "We're having a problem. Try again.," which occurred alongside 500 errors from console API endpoints. These disruptions were transient and caused by internal API timing out during the TLS handshake process, typically resolving within about 10 seconds or following a page refresh ## How the service was affected The Aura Console and Aura API experienced degraded performance, which manifested as intermittent error banners within the Aura console UI. An investigation identified the root cause as high CPU usage and throttling within the console API. This issue was primarily driven by repeated large entity listings and expensive reconciler requests To address the issue, targeted fixes were successfully deployed to both the Aura console and Aura API. This was followed by adjustments to the resource configuration to increase operational headroom and ensure stability ## What are we doing now The following reactive and proactive measures have been implemented to reduce the likelihood of similar incidents: * Developed a monitoring dashboard to observe request drops based on internal API log data to implement automated monitoring and alerting to catch issues before they occur * Implemented a staggered delay between paginated reconciler requests to mitigate high resource consumption and improve API stability * Enhanced infrastructure aware resources calculations to improve performance * Introduced a new filter for queries based on service tiers to optimize CPU overhead for each calls performed by the reconciler * Deactivated redundant request middleware processing to optimize API calls
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