Syncplicity incident

Desktop Clients Service and Web Site Service Performance Issue

Notice Resolved View vendor source →

Syncplicity experienced a notice incident on May 7, 2020 affecting US Desktop Clients Service and US MySite Web Content and 1 more component, lasting 10h 19m. The incident has been resolved; the full update timeline is below.

Started
May 07, 2020, 03:30 PM UTC
Resolved
May 08, 2020, 01:50 AM UTC
Duration
10h 19m
Detected by Pingoru
May 07, 2020, 03:30 PM 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 07, 2020, 03:49 PM 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 07, 2020, 04:20 PM UTC

    We are continuing to investigate this issue.

  3. investigating May 07, 2020, 07:18 PM UTC

    We are continuing to investigate this issue.

  4. investigating May 07, 2020, 08:32 PM UTC

    We are continuing to investigate this issue.

  5. investigating May 07, 2020, 09:23 PM UTC

    We are continuing to investigate this issue.

  6. investigating May 07, 2020, 10:17 PM UTC

    We are continuing to investigate this issue.

  7. investigating May 07, 2020, 11:01 PM UTC

    We are continuing to investigate this issue.

  8. identified May 08, 2020, 01:21 AM UTC

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

  9. resolved May 08, 2020, 01:50 AM UTC

    This incident has been resolved.

  10. postmortem May 08, 2020, 08:57 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.