Staffbase Outage History

**Summary:** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on November 5, 2025, between 08:00 CET and 13:00 CET. **What happened:** A recent update introduced an unintended side effect; custom fonts weren’t shown or misaligned and likes, comments, breadcrumbs to appear visually distorted in the app. **Impact:** During the incident period, users experienced distorted formatting issues. These visual and functional inconsistency affected the usability and appearance of the product. **Future improvements:** Immediate corrective action was taken, and a fix for the formatting issue has been successfully deployed. Thank you for your understanding while we continue to improve the reliability and consistency of our platform. For further inquiries or assistance, please feel free to contact us at [[email protected]](mailto:[email protected]).

**Summary** Over the weekend of November 1–2, 2025, some users experienced issues when creating news posts. The posts were actually saved, but the system incorrectly reported a failure because an internal service was temporarily unavailable. This led to confusion and, in some cases, duplicate posts. **What Happened?** A core internal service that handles post-related updates became unavailable. As a result, the post was created, but the system was unable to process the final confirmation step. Users saw an error message even though their post existed. Some automated follow-up actions didn’t run as expected. **Impact** Some users experienced error messages, inconsistent post statuses, or duplicate posts when retrying. Overall platform stability was not affected. **Future Improvements** We will work on strengthening our monitoring, improving the reliability of the post-creation flow, and adding safeguards to prevent temporary service issues from showing up as false errors for users.

**Summary** Between September 2 and September 12, 2025, scheduled journey posts were not sent out as expected. The issue was identified and resolved on September 12, 2025. As part of the fix, queued journey posts during this timeframe were resend. However, there might have been cases were the posts could not have been resent. **What Happened** A system issue caused scheduled journey posts to be queued rather than being sent at their intended times. **Future Improvements** We are implementing additional safeguards to monitor the service that caused this behavior. These improvements will help ensure that journey posts continue to be delivered on time. We apologize for the inconvenience this has caused. If you have any additional feedback, please reach out to our support team at [[email protected]](mailto:[email protected]) .

**Summary** On August 20, 2025, global administrative roles using the mobile view experienced an issue where an outdated menu was displayed instead of the current version. The issue was identified and resolved the same day. **What Happened** A system behavior caused the global administrative roles view on mobile to temporarily show an older version of the menu. This affected how content editors previewed the navigation in the editing environment. The live view for end users was not affected. The issue was corrected with a product update. **Future Improvements** We will implement additional checks to ensure that the editing environment accurately reflects the current state of content across all views. Thank you for your understanding as we continue to improve the reliability of our platform. If you have any questions or concerns, please contact our support team at [[email protected]](mailto:[email protected]).

**Summary** Between July 28, 2025, and August 14, 2025, at 15:00 CEST, customers may have noticed missing Video Insights. Data collection on the web app has been working correctly again since August 14. **What happened** A recent change unintentionally affected how video views were tracked. **Impact** Some events were not counted in the video analytics reports. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the alerting. Thank you for your patience and understanding while we work to improve our services and prevent future disruptions. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).

**Summary** Between July 23rd 12:39 PM CEST and July 24th at 09:01 AM CEST, some users saw an error message when submitting a form that included an optional media upload field. **What happened** We recently updated the way our system processes form submissions. As part of this change, the logic for sending emails and generating the form content was restructured. During this update, an error was introduced that affected certain scenarios. **Impact** The issue only occurred when a form included an optional media attachment field that was left empty. In these cases, the form could not be submitted successfully, and users saw an error message. Forms without media fields, or where the media field was filled in, were not affected. **Future improvements** To prevent this from happening again, we are adding additional automated tests that will check for common field behaviors, including optional fields. This will help us identify and resolve such issues faster.

**Summary** On July 23, 2025, between 7:30 PM CET and 11:30 PM CET, some users may have experienced an issue where search results did not reflect the most recent user data. The issue was identified quickly and resolved within a few hours. **What Happened** Following a recent system update, one of the background services responsible for keeping user data up to date failed to start correctly. As a result, recent changes were not reflected in the search results. **Impact** Users may have seen outdated information during searches. **Future Improvements** We are enhancing our monitoring and deployment processes to detect similar issues earlier. Additional safeguards will be introduced to ensure all background services start and operate correctly after future updates.

**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.

# Summary **Problem:** Surveys have disappeared from all customer apps and intranets on all production environments and stage environment. **Impact:** All customers using surveys plugin are affected. **Causes:** The initialization of the plugin logic changed. The patch logic was not adopted accordingly. **Steps to resolve:** A manual fix was successfully applied on prod-de1 and prod-us1. Afterwards a permanent solution was implemented on stage first and later on rolled out to all production environments. The manual fix would have been overwritten by every new deployment.

**Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between June 17, 05:00 PM CEST, and June 18, 10:56 AM CEST. ‌ **What happened** A recent update altered the functionality of scheduled posts, resulting in unpublished but scheduled posts being visible to end users when they accessed the news page. ‌ **Impact** During the specified timeframe, end users had access to news posts that were intended to be scheduled for future visibility and, as such, should not have been accessible at that time. ‌ **Future Improvements** We are implementing measures to enhance our overall test coverage, with the goal of avoiding similar incidents in the future. Please contact us at [email protected] if you have any further questions regarding this topic or if any feature is still impacted against our expectations.

**Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between May 5th, 13:40 CEST, and May 6th 20:08 CEST. ‌ **What happened** A backend modification intended to enhance the performance of the _/api/users_ endpoint inadvertently altered its behavior. ‌ **Impact** During the specified time period, user API requests containing high offset values failed and returned “400 Bad Request” errors due to the search limit of 100,000 records. ‌ **Future Improvements** We have increased the maximum results window to ensure that requests with high offset values are properly handled by the API. In addition, we will introduce improved operational checks and optimize the warning mechanisms to prevent future incidents due to possible misconfigurations. Please contact us at [email protected] if you have any further questions regarding this topic or if any feature is still impacted against our expectations.