Syncplicity incident

Desktop Clients Service and Web Site Service Performance Issue

Notice Resolved View vendor source →

Syncplicity experienced a notice incident on May 11, 2020 affecting US Desktop Clients Service and US MySite Web Content and 1 more component, lasting 3h 59m. The incident has been resolved; the full update timeline is below.

Started
May 11, 2020, 08:11 AM UTC
Resolved
May 11, 2020, 12:10 PM UTC
Duration
3h 59m
Detected by Pingoru
May 11, 2020, 08:11 AM UTC

Affected components

US Desktop Clients ServiceUS MySite Web ContentUS Cloud File StorageUS API GatewayUS API DeveloperUS DASUS Mobile Clients

Update timeline

  1. investigating May 11, 2020, 09:02 AM UTC

    Currently, the Desktop Clients Service and Web Site Service is experiencing higher than normal response times. End-users and administrators may experience page loading delays or timeouts. The Syncplicity team is actively monitoring the services and investigating the issue and will send an update as soon as the problem is resolved.

  2. investigating May 11, 2020, 09:09 AM UTC

    We are continuing to investigate this issue.

  3. investigating May 11, 2020, 10:18 AM UTC

    We are continuing to investigate this issue.

  4. investigating May 11, 2020, 11:23 AM UTC

    We are continuing to investigate this issue.

  5. identified May 11, 2020, 01:31 PM UTC

    The issue has been identified and a fix is being implemented.

  6. monitoring May 11, 2020, 01:50 PM UTC

    A fix has been implemented and we are monitoring the results.

  7. resolved May 11, 2020, 02:18 PM UTC

    This incident has been resolved.

  8. postmortem May 11, 2020, 02:19 PM UTC

    The issue identified to be triggered by slowness in a specific DataBase. The impact was found to affect desktop application clients and MySite users who were not able to authorize their accounts. The incident was resolved. Engineering team has been involved for further analysis and corrective actions to prevent a recurrence of this problem.