Syncplicity incident

Search feature results occassionally appear blank or return error for a subset of users

Notice Resolved View vendor source →

Syncplicity experienced a notice incident on March 5, 2020, lasting 18h 22m. The incident has been resolved; the full update timeline is below.

Started
Mar 05, 2020, 08:35 PM UTC
Resolved
Mar 06, 2020, 02:58 PM UTC
Duration
18h 22m
Detected by Pingoru
Mar 05, 2020, 08:35 PM UTC

Update timeline

  1. investigating Mar 05, 2020, 08:35 PM UTC

    We have received reports that a subset of Syncplicity users may have occasionally experience issues searching for information in their accounts and from time to time may receive either blank search results or “503 synchronization error”. In case of a repeated search, the users receive the requested information. The Syncplicity team is actively monitoring the services and investigating the issue and will send an update as soon as the problem is resolved. Thank you for your continued patience while we work to address this issue.

  2. resolved Mar 06, 2020, 02:58 PM UTC

    The incident is now resolved. Search feature is fully operational. Thank you for your patience as we addressed this issue.

  3. postmortem Mar 06, 2020, 03:10 PM UTC

    Root cause identified and isolated to a permission change required to be made on a network device to resolve the issue. After the change, search services are fully operational.