Pantheon incident
Intermittent database access issues on non-live environments
Pantheon experienced a major incident on April 14, 2025 affecting Customer Sites and Workflow Operations, lasting 2h 3m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 14, 2025, 04:42 PM UTC
We are currently investigating an issue affecting non-Live environments on some sites. Users may see 504 “Database not responding” errors or encounter workflow failures involving database access. Live environments on paid sites are not impacted. Our team is actively working to resolve this as a top priority. We will provide updates as more information becomes available.
- identified Apr 14, 2025, 05:14 PM UTC
We have identified the root cause of the issue affecting non-Live environments, which may result in 504 database errors or workflow failures. Our team is implementing a fix and working to restore full functionality as quickly as possible. Live environments on paid sites remain unaffected.
- identified Apr 14, 2025, 05:49 PM UTC
We are continuing to work on a fix for this issue. While Live environments on paid sites remain largely unaffected, we have identified a limited scenario where 504 database errors or workflow failures may occur. This can happen if a paid Live environment is non-production and has not received any web requests in the past 12 hours. Our team is actively addressing this and will provide further updates as progress is made.
- monitoring Apr 14, 2025, 06:17 PM UTC
We've implemented a fix, and service has been restored. Database connections and related workflows should now be functioning normally across all environments. We are continuing to monitor the platform to ensure stability. If you encounter any issues going forward, please contact Support.
- resolved Apr 14, 2025, 06:46 PM UTC
Service has been fully restored following an incident that affected non-Live environments and a limited number of idle Live environments. The impact lasted from 15:27 to 18:03 UTC. All systems are now operating normally. We sincerely apologize for the disruption and are taking steps to prevent recurrence.