Intermittent Lookout timeouts

Update timeline

1. investigating Jun 10, 2025, 06:45 AM UTC

   Our monitoring has alerted us to a consistent, low volume of request timeouts affecting varied platform clients and pages. We're actively investigating.

2. investigating Jun 10, 2025, 07:47 AM UTC

   We are continuing to investigate the issue.

3. identified Jun 10, 2025, 08:18 AM UTC

   There's an issue with our platform provider. We're continuing to investigate.

4. identified Jun 10, 2025, 09:14 AM UTC

   No updates from our provider as of yet. We are continuing to investigate.

5. identified Jun 10, 2025, 10:17 AM UTC

   Our platform provider has identified an issue and is currently investigating.

6. identified Jun 10, 2025, 11:14 AM UTC

   We are still seeing < 1% of requests timeout due to a problem identified by our platform provider. If you experience a timeout you can safely try again as 99% of requests are performing normally. They continue to investigate.

7. identified Jun 10, 2025, 11:53 AM UTC

   We saw ~15% of requests timeout due to a problem identified by our platform provider between 9:16PM AEST and 9:48PM AEST. We are now seeing < 1% of requests timeout. They continue to investigate.

8. identified Jun 10, 2025, 12:09 PM UTC

   Our platform provider is continuing to investigate. Next update will be at 6am AEST.

9. identified Jun 10, 2025, 08:03 PM UTC

   Our platform provider is still looking into the issue but has restored some functionality.

10. monitoring Jun 10, 2025, 09:21 PM UTC

    We are now in a position to provision resourcing again. We have made an operational change and are seeing performance return to target levels. Some background jobs, such as sending emails and notifications, may have been delayed but we are also seeing performance return to target levels here too. We are continuing to work with our platform provider who is experiencing a major outage. Therefore, while our site is up, we continue to monitor. The latest from our platform provider: "We don’t have additional information to share at this time. Our efforts remain focused on internal testing and validation as we continue to see incremental improvements. We will provide a resolution timeline as soon as possible, and we apologize for the continued trouble.."

11. monitoring Jun 10, 2025, 11:10 PM UTC

    Our monitoring continues to show an operational Lookout platform. We are also observing encouraging signs of recovery with our upstream infrastructure provider. We will continue to monitor.

12. resolved Jun 11, 2025, 06:44 AM UTC

    This incident has been resolved.