Staffbase incident

[App/Intranet/Email] [German System / US System] - [Chat function unavailable, issues with screen loading]

Major Resolved View vendor source →

Staffbase experienced a major incident on July 14, 2025 affecting Web Application (Americas) [SLA] and Web Application (Europe) [SLA], lasting 1h 23m. The incident has been resolved; the full update timeline is below.

Started
Jul 14, 2025, 02:16 AM UTC
Resolved
Jul 14, 2025, 03:39 AM UTC
Duration
1h 23m
Detected by Pingoru
Jul 14, 2025, 02:16 AM UTC

Affected components

Web Application (Americas) [SLA]Web Application (Europe) [SLA]

Update timeline

  1. investigating Jul 14, 2025, 02:16 AM UTC

    Affected feature: [Chat function] Some customers may be experiencing issues with loading the chat function. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at [email protected].

  2. identified Jul 14, 2025, 03:27 AM UTC

    We have identified the root cause and will now take steps to fix the issue.

  3. monitoring Jul 14, 2025, 03:28 AM UTC

    We have released an update to resolve the issue and the chat plugin is functional. We will continue to monitor the systems until we are sure the issue is fully resolved.

  4. resolved Jul 14, 2025, 03:39 AM UTC

    The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at [email protected] in case you're still having any problems. We’re happy to help!

  5. postmortem Aug 12, 2025, 04:31 PM UTC

    **Summary** The chat function was temporarily unavailable. Users experienced a long loading screen followed by a white page instead of the expected chat interface. **What happened** This issue was linked to the introduction of a new language option for the user interface. The chat system could not handle this new setting because the required translation file was not included in the chat interface. As a result, the chat was unable to load properly and stopped functioning. **Impact** During the incident, users were not able to access the chat feature at all. **Future improvements** To avoid similar issues in the future, we aim to conduct additional testing whenever new languages are added to the platform. This will ensure that all parts of the system, including the chat, can handle new localization settings correctly.