ShipHawk incident

Investigating reported issue with booking shipments

Minor Resolved View vendor source →

ShipHawk experienced a minor incident on April 1, 2022 affecting TMS, lasting 3h 5m. The incident has been resolved; the full update timeline is below.

Started
Apr 01, 2022, 03:29 PM UTC
Resolved
Apr 01, 2022, 06:34 PM UTC
Duration
3h 5m
Detected by Pingoru
Apr 01, 2022, 03:29 PM UTC

Affected components

TMS

Update timeline

  1. investigating Apr 01, 2022, 03:29 PM UTC

    Status update: We are investigating this issue. Customer Impact: Some customers are seeing the following error when attempting to book some of their shipments: “There was a problem booking your shipment: Couldn’t find Shipment with ‘id’= [WHERE “shipments”.“deleted_at” IS NULL AND “shipments”.“crm_instance_id” = $1]”. This error prevents them from booking the shipment. A workaround is possible and requires an administrative change by our team. If you experience this issue, contact our support team for assistance. Start Time: April 1, 7:12 AM PST

  2. identified Apr 01, 2022, 03:45 PM UTC

    Status update: We have identified the issue and are working towards a resolution. Customer Impact: Some customers are seeing the following error when attempting to book some of their shipments: “There was a problem booking your shipment: Couldn’t find Shipment with ‘id’= [WHERE “shipments”.“deleted_at” IS NULL AND “shipments”.“crm_instance_id” = $1]”. This error prevents them from booking the shipment. A workaround is possible and requires an administrative change by our team. If you experience this issue, contact our support team for assistance. Start Time: April 1, 7:12 AM PST

  3. monitoring Apr 01, 2022, 05:13 PM UTC

    Status update: A fix has been implemented and we are monitoring the results Customer Impact: Some customers are seeing the following error when attempting to book some of their shipments: “There was a problem booking your shipment: Couldn’t find Shipment with ‘id’= [WHERE “shipments”.“deleted_at” IS NULL AND “shipments”.“crm_instance_id” = $1]”. This error prevents them from booking the shipment. A workaround is possible and requires an administrative change by our team. If you experience this issue, contact our support team for assistance. Start Time: April 1, 7:12 AM PST

  4. resolved Apr 01, 2022, 06:34 PM UTC

    Status update: This issue is resolved. Customer Impact: Some customers are seeing the following error when attempting to book some of their shipments: “There was a problem booking your shipment: Couldn’t find Shipment with ‘id’= [WHERE “shipments”.“deleted_at” IS NULL AND “shipments”.“crm_instance_id” = $1]”. This error prevents them from booking the shipment. A workaround is possible and requires an administrative change by our team. If you experience this issue, contact our support team for assistance. Start Time: April 1, 7:12 AM PST End Time: April 1, 10:00 AM PST