Searchspring incident
Shopify: Products Missing from Collections
Searchspring experienced a minor incident on October 23, 2024 affecting Search, lasting 7d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 23, 2024, 05:42 PM UTC
We are currently experiencing an issue impacting a subset of Shopify customers, where products may be missing from collections. Our team has identified the issue and our teams are working on resolving the issue as quickly as possible. We will provide another update in 30 minutes or less.
- identified Oct 23, 2024, 06:23 PM UTC
Our team is still working to resolve the issue for all impacted customers, and we appreciate your patience. We will provide another update in 30 minutes or less.
- identified Oct 23, 2024, 06:53 PM UTC
Work continues on the issue and we will update you again in another 30 minutes.
- identified Oct 23, 2024, 07:28 PM UTC
We continue to work on a fix to resolve the issue. We will update you again in approximately 30 minutes.
- identified Oct 23, 2024, 08:40 PM UTC
We continue to work on a fix to resolve the issue. We will update you again in approximately 30 minutes.
- identified Oct 23, 2024, 09:45 PM UTC
We’ve identified the issue and implemented a workaround while we await a technical response from a third-party provider. We’ll keep you informed and provide an update as soon as we have more information.
- identified Oct 24, 2024, 02:40 AM UTC
We are still waiting on a technical response from a third-party provider. While we await their response Live Indexing is disable, however normal indexing functionality was restored with our previous status. Our next update will be once we've received a response from the third-party provider.
- identified Oct 24, 2024, 05:24 PM UTC
We are continuing to work on a fix for this issue.
- identified Oct 28, 2024, 05:02 PM UTC
Shopify has acknowledged the issue on their end is working towards a solution. They have not yet provided us with a timeline. Once they have implemented a fix, we will be able to evaluate if Live Indexing can be re-enabled for customers who were previously running it.
- identified Oct 29, 2024, 02:31 PM UTC
Shopify has begun making changes to resolve the API issue which started last week. As a result of those changes, we are currently experiencing issues with data collection from their platform. Our team is currently investigating the root cause of the issue. We will provide another update within the next hour.
- identified Oct 29, 2024, 03:58 PM UTC
We are currently awaiting an update from Shopify regarding API changes that they've made. Search is operational, however we are not receiving properly formatted Collection data from Shopify. Additionally, product data may be stale. We will provide additional information as it becomes available to us.
- monitoring Oct 29, 2024, 04:49 PM UTC
It appears that Shopify has rolled back the undocumented API changes that they made overnight, as we are now receiving data and collections have been restored. As we have not yet received a confirmation or update from Shopify, we are continuing to monitor the situation. Once we are confident that additional changes aren't being made by Shopify, we will mark this issue as resolved.
- resolved Oct 31, 2024, 03:35 PM UTC
We have been monitoring the data that we are receiving from Shopify and are now satisfied that the undocumented API changes they made have been reverted. For customers who we had to temporarily disable live indexing, this functionality has been fully restored on your sites. We appreciate your patience during this time, and we’ll continue to keep a close eye on the situation to ensure consistent performance.