Shelf.io incident

Gem Content Inaccessible via KMS Dashboard/Search

Major Resolved View vendor source →

Shelf.io experienced a major incident on April 29, 2025 affecting Viewing Content & Search and Viewing Content & Search and 1 more component, lasting 26m. The incident has been resolved; the full update timeline is below.

Started
Apr 29, 2025, 03:37 PM UTC
Resolved
Apr 29, 2025, 04:03 PM UTC
Duration
26m
Detected by Pingoru
Apr 29, 2025, 03:37 PM UTC

Affected components

Viewing Content & SearchViewing Content & SearchViewing Content & Search

Update timeline

  1. identified Apr 29, 2025, 04:03 PM UTC

    We are investigating reports of users being unable to view Gem content.

  2. identified Apr 29, 2025, 04:04 PM UTC

    We have identified the root cause related to a deployment configuration and are deploying a correction.

  3. resolved Apr 29, 2025, 04:05 PM UTC

    The configuration issue has been corrected, and Gem content access via KMS is restored.

  4. postmortem Apr 29, 2025, 06:36 PM UTC

    Between approximately 15:37 UTC and 16:03 UTC on April 29, 2025, some users experienced an issue where content pages \('Gems'\) would not load when accessed directly from the main Shelf dashboard or search results. This temporary issue stemmed from the premature activation of a configuration change during preparations for our planned user interface update, scheduled for April 30th. **Impact & Workaround:** During this time, content remained accessible via the Gem Preview feature. Other platform areas like Agent Assist, Self-Service Portals, and Content Intelligence were unaffected. **Resolution:** The issue was identified and fully resolved by 16:03 UTC. All systems are now operating normally. We apologize for any inconvenience caused.