Sense experienced a critical incident on October 24, 2024 affecting Web Portal and Messaging Chrome Extension and 1 more component, lasting 1h 50m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 24, 2024, 03:10 PM UTC
We are receiving reports of a spike in latency on the Sense servers, causing extended loading times in pages or not loading all the data expected. Our teams are actively investigating the cause and working to have a fix in place as soon as possible. We’ll provide more updates as we receive them
- identified Oct 24, 2024, 03:45 PM UTC
Our team has identified the cause of the server spike and actively implementing a fix. Once deployed we'll monitor to ensure we see the spike in latency decrease and stability across the platform. We'll provide more updates as soon as they are available
- monitoring Oct 24, 2024, 04:00 PM UTC
A fix has been implemented and we are seeing stability across all pages and products once more in Sense. Our team will continue to monitor to ensure this does not recur and work with those who submitted tickets to ensure we are not seeing other reports We will provide another update after we confirm this has been resolved permanently after monitoring further. If you believe you are still experiencing issues, please submit a ticket to our support team at https://support.sensehq.co/hc/en-us/requests/new
- resolved Oct 24, 2024, 05:00 PM UTC
After monitoring, we are continuing to see stability on platforms across the entire Sense server and all products working as expected. Any missed messages during this time will populate in the inbox as expected once the user is logged in. If you believe you are still experiencing issues with the platform related to this issue, please submit a ticket to our support team to check on a case by case basis at https://support.sensehq.co/hc/en-us/requests/new