Is Piano.io down?

Since approximately 11:00 PM (UTC) on June 8, 2026, there have been intermittent delays loading files into Snowflake. The average load duration is currently about 10 minutes, compared to the usual under 2 minutes. The issue has been identified and a ticket has been opened with Snowflake.

The incident has been resolved and is no longer affecting Piano Analytics. We apologise for the inconvenience caused.

**Incident explanation:** The latency was caused by an issue on our cloud data platform provider's side. An internal infrastructure configuration change introduced resource contention that affected workloads with high ingestion concurrency, leading to elevated response times and intermittent timeouts when loading files. The change has been reverted by the provider, and ingestion performance has fully returned to its normal baseline. **Actions performed:** Opened and tracked an incident with our data platform provider and provided detailed monitoring evidence to support their investigation.Deployed mitigations on our streaming ingestion stack (increased service scaling and improved handling of stalled ingestion calls) to limit customer impact during the incident.Temporarily tuned ingestion timeout and retry settings to keep file loading as stable as possible while the root cause was being addressed.Continuously monitored ingestion latency and error rates until performance returned to normal.Confirmed full recovery, then reverted the temporary configuration to restore standard behaviour and avoid masking any future issues. **Actions to come:** Continued close monitoring of ingestion latency over the coming days to confirm lasting stability.Keep the temporary mitigation patterns configurable in the code so they can be re-applied quickly should a similar provider-side degradation occur.

We are currently experiencing an issue with the Content Crawler, which is failing to crawl content. Our team is actively investigating the root cause. We will provide further updates as more information becomes available.

We are continuing to investigate this issue.

The issue has been identified and a fix is being implemented.

A fix has been implemented and all Content pipeline services have been restored. Some processing delays may persist while the crawling backlog clears. We will continue to monitor and confirm full resolution.

This incident has been resolved.

RCA report for the incident is available at [**this link**](https://docs.piano.io/wp-content/uploads/2026/06/2026-05-29-RCA-Content-Crawler-Service-Disruption-1.pdf).

We identified an issue in our systems starting around 10:20 UTC that is currently degrading CXSense platform responsiveness over the /public/user/id endpoint. As a result, some users may experience failed requests, while others may experience longer response times and timeouts. Our engineering team is actively investigating and working on mitigation efforts. We will continue to provide updates as more information becomes available.

A fix has been implemented and we are currently monitoring the results. At this time, API performance has returned to normal operation levels and the platform is behaving as expected again. We will continue monitoring closely to ensure stability.

This incident has been resolved.

On 20 May 2026, starting at approximately 09:58 UTC, we identified an issue affecting Piano Activation in the US environment, impacting the Dashboard, Piano ID authentication, and checkout flows. A fix has been applied and the platform is now operating normally. We are continuing to monitor the situation and further details will follow. We apologise for any inconvenience caused.

The incident has been resolved. All services are operating normally. Between approximately 09:58 and 10:11 UTC, users in the US region may have experienced issues accessing the Piano Dashboard, signing in via Piano ID, or completing checkout flows. This was caused by a routine configuration update to our US environment that introduced a conflict and disrupted traffic routing to the affected services. Our team identified the issue, rolled back the change, and confirmed full recovery shortly after. To prevent this from happening again, we are reviewing our release process and will validate the change in a controlled manner before re-applying it. We apologize for the inconvenience and thank you for your patience.

We are currently experiencing degraded performance across the Publisher Dashboard in the AP environment, with data taking up to 3 hours longer than usual to reflect recent changes. This may affect any section of the Dashboard — including user search, reporting, and other data views. Our engineering team has identified the underlying cause and is actively working on a resolution. We will provide updates as the situation progresses.

This incident has been resolved.