Syncplicity incident

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

Minor Resolved View vendor source →

Syncplicity experienced a minor incident on March 25, 2020 affecting US Desktop Clients Service and US MySite Web Content and 1 more component, lasting 4h 50m. The incident has been resolved; the full update timeline is below.

Started
Mar 25, 2020, 02:33 PM UTC
Resolved
Mar 25, 2020, 07:24 PM UTC
Duration
4h 50m
Detected by Pingoru
Mar 25, 2020, 02:33 PM UTC

Affected components

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

Update timeline

  1. monitoring Mar 25, 2020, 02:33 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. resolved Mar 25, 2020, 07:24 PM UTC

    This incident has been resolved.

  3. postmortem Mar 26, 2020, 05:44 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 by adding resources to raise service throughput to handle the increased incoming load. The capacity management process initiated to prevent a recurrence of this problem.