Spiceworks incident
Cloud Help Desk - Reports on the Export page stuck in the "running" state
Spiceworks experienced a major incident on May 5, 2025 affecting Cloud Help Desk, lasting 50d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 05, 2025, 06:23 PM UTC
The engineering team has been notified and are investigating the issue.
- investigating May 05, 2025, 07:15 PM UTC
The backlog for reports has now cleared and it appears they are being processed normally.
- investigating May 06, 2025, 01:19 PM UTC
Investigation is still ongoing as we saw this issue for a period of time again this morning.
- identified Jun 02, 2025, 06:33 PM UTC
Engineering have a potential fix that will be applied late Wednesday June 4th (Central US time). The impact of this will be monitored to establish if additional work is required.
- identified Jun 10, 2025, 04:45 PM UTC
Monitoring indicates the potential fix did not improve the issue. Engineering are treating this as a priority and will deploy additional logging tomorrow, in order to better trap the root cause of the issue.
- identified Jun 11, 2025, 01:57 PM UTC
The root cause of this issue has been identified. A fix is being developed in the current sprint. A further update will be made once that code is tested and deployed.
- resolved Jun 25, 2025, 03:33 PM UTC
A fix has been implemented and affected users with support tickets have confirmed it is effective. If you are still seeing this issue please submit a ticket with [email protected]