Singlewire Software incident

Visitor Aware Service Outage

Minor Resolved View vendor source →

Singlewire Software experienced a minor incident on April 11, 2025 affecting Visitor Aware, lasting 1h 16m. The incident has been resolved; the full update timeline is below.

Started
Apr 11, 2025, 04:59 PM UTC
Resolved
Apr 11, 2025, 06:15 PM UTC
Duration
1h 16m
Detected by Pingoru
Apr 11, 2025, 04:59 PM UTC

Affected components

Visitor Aware

Update timeline

  1. investigating Apr 11, 2025, 04:59 PM UTC

    We are currently experiencing degraded performance on VisitorAware.com. We are investigating root cause and will update this incident as we learn more.

  2. resolved Apr 11, 2025, 06:15 PM UTC

    This incident has been resolved.

  3. postmortem Apr 17, 2025, 07:45 PM UTC

    We disabled all SFTP file processing to address performance issues, which caused a backlog of files that attempted to process simultaneously during peak usage. This overloaded the database and resulted in timeout errors. To address this, we gradually re-enabled SFTP processing to run during off hours and increased the database size for higher memory and performance.