Total Synergy experienced a minor incident on November 2, 2022 affecting Synergy App, lasting 6h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 02, 2022, 12:19 AM UTC
We've become aware of an issue impacting multiple areas of Synergy Cloud. Known areas of impact currently: -Logging in -Exporting reports to excel/PDF -Using Connect for Xero/MYOB import/export -Changing configration settings for Project Numbering This is not impacting all organisations, or all users but if you are affected please know that our Development team is currently investigating this with the highest priority and we will provide updates as they become available. We're incredibly sorry for any disruption caused by this and endeavour to get this resolved as soon as possible.
- identified Nov 02, 2022, 12:36 AM UTC
Development have identified the problem causing the performance issues that are impacting some users currently. We will be doing a full server restart which will cause approx. 5-10 minutes of downtime. This server restart is schedulled for 11:40 AM AEST, 02/11/2022 This will cause the entirety of Synergy Cloud to be offline. We will continue to provide updates as they become available.
- monitoring Nov 02, 2022, 01:28 AM UTC
Our development team have completed the restart in Synergy Cloud to resolve the issue impacting a small number of our users. Downtime started at 11:41 AM and finished at 11:44 AM (AEST) on 02/11/2022. We will continue monitoring all services in the background. Thank you so much for your patience and understanding during this downtime period.
- resolved Nov 02, 2022, 06:41 AM UTC
This issue was resolved today at 11:44 AM (AEST) on 02/11/2022, after a restart of services. Our Development team will continue to investigate and monitor the cause of this performance degredation, and make changes as required to ensure this is prevented in the future. This issue impacted only a small number of users, and the primary area of impact was with Reports when exporting to pdf/excel. We're incredibly appreciative of the patience during this performance degredation, and once again we are so sorry for any and all disruption to your daily workflow this may have caused.