Syncplicity incident

ROL US :: Desktop Clients Service and Web Site Service Performance Issue

Notice Resolved View vendor source →

Syncplicity experienced a notice incident on April 15, 2020 affecting US Desktop Clients Service and US MySite Web Content and 1 more component, lasting 5h. The incident has been resolved; the full update timeline is below.

Started
Apr 15, 2020, 10:40 AM UTC
Resolved
Apr 15, 2020, 03:41 PM UTC
Duration
5h
Detected by Pingoru
Apr 15, 2020, 10:40 AM UTC

Affected components

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

Update timeline

  1. investigating Apr 15, 2020, 02:34 PM UTC

    We are currently investigating this issue.

  2. investigating Apr 15, 2020, 02:35 PM UTC

    We are continuing to investigate this issue.

  3. monitoring Apr 15, 2020, 02:54 PM UTC

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

  4. monitoring Apr 15, 2020, 02:54 PM UTC

    We are continuing to monitor for any further issues.

  5. resolved Apr 15, 2020, 03:41 PM UTC

    This incident has been resolved.

  6. postmortem Apr 19, 2020, 10:50 AM 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 by implementing a workaround. Engineering team has been involved for further analysis and corrective actions to prevent a recurrence of this problem. On April 17, 2020, some changes have already been implemented.