Shelf.io incident

Self-Service Portal Homepage Cache Issue on some US/EU Portals

Minor Resolved View vendor source →

Shelf.io experienced a minor incident on November 3, 2025 affecting Self-Service Portals and Self-Service Portals, lasting 4h 28m. The incident has been resolved; the full update timeline is below.

Started
Nov 03, 2025, 02:15 PM UTC
Resolved
Nov 03, 2025, 06:43 PM UTC
Duration
4h 28m
Detected by Pingoru
Nov 03, 2025, 02:15 PM UTC

Affected components

Self-Service PortalsSelf-Service Portals

Update timeline

  1. investigating Nov 03, 2025, 04:47 PM UTC

    Some customer Self-Service Portal homepages were showing other customers' homepage content. Other pages (search, article, product pages) remained functional. Workaround: avoid the homepage. Append a language code, or add a query character such as ?, to force a fresh render.

  2. identified Nov 03, 2025, 05:07 PM UTC

    Root cause narrowed to CDN cache contamination triggered by a configuration rollback. The contamination affected homepage edge cache only.

  3. monitoring Nov 03, 2025, 05:10 PM UTC

    Self-Service Portal homepages are now returning correct content after cache purges. We are monitoring edge cache consistency and user reports for recurrence.

  4. resolved Nov 03, 2025, 06:43 PM UTC

    Duration: ~2h55m. Cause: CDN cache contamination of homepage caches. Impact limited to US and EU Self-service portal homepages. All systems normal.