SearchStax incident
AWS Outage affecting Site Search and Managed Search Services
SearchStax experienced a major incident on October 20, 2025 affecting Admin App and Admin App and 1 more component, lasting 16h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 05:12 PM UTC
AWS has alerted to a networking issue in their US-EAST-1 region. The following SearchStax services are being impacted: 1. SearchStax Manged Search Dashboard and APIs 2. Site Search Dashboard 3. Client Dedicated Solr deployments in US East Region 4. Serverless Solr Deployments in US East Region 5. Client Site Search Services in US East Region
- investigating Oct 20, 2025, 05:14 PM UTC
We are continuing to investigate this issue. Please note that SearchStax uses Zendesk to manage Support tickets, and Zendesk is currently experiencing a service outage that is impacting our ability to view or respond to new tickets. You can monitor Zendesk’s real-time status updates here: https://status.zendesk.com/
- identified Oct 20, 2025, 05:15 PM UTC
SearchStax Manged Search Dashboard and APIs are now operational. Client Solr deployments, Serverless Solr deployment and Site Search Services are also now operational. Pulse Monitoring Service continue to be down and our team is actively working to restore it
- identified Oct 20, 2025, 05:16 PM UTC
Pulse Monitoring Service continues to be impacted. You might have received false heartbeat alerts as a result of that. We are now pausing alerts till the service is fully restored. No action is required by you at this time unless you are observing an actual Solr outage.
- identified Oct 20, 2025, 05:17 PM UTC
We have identified the issue with the Pulse Monitoring Service for Managed Search Solr Deployments and are actively working on the fix. All other SearchStax services remain fully operational.
- identified Oct 20, 2025, 06:25 PM UTC
Index Creation for Serverless Deployments has been reported to be failing for certain clients. Our team is looking into this.
- monitoring Oct 20, 2025, 07:18 PM UTC
The Pulse Monitoring Service is now fully operational. Index creation on serverless is working, but can be taking upto 300-500 seconds. We will continue to monitor all other services closely to ensure stability. Please note that AWS continues to experience an ongoing incident in the US East region. However, mitigation measures are showing signs of recovery. For the latest AWS status, visit: https://health.aws.amazon.com/health/status
- monitoring Oct 20, 2025, 10:51 PM UTC
Index Creation Delays on Serverless have been resolved, and we see no issues since 2025-10-20T21:05 UTC. We will continue to monitor all other services closely to ensure stability.
- resolved Oct 20, 2025, 11:10 PM UTC
This incident has been resolved.