Server Communication Failure in Extension Displaying "No Response from Server" Error

Update timeline

1. identified Nov 04, 2024, 09:15 AM UTC

   Incident Details: We are currently investigating an issue reported by multiple users where the extension is displaying a "No response from server" error. This issue has affected users across all browsers, preventing successful communication between the extension and the server. Current Findings: - The issue has been identified and resolved. If you are still experiencing issues, please try restarting the extension and/or your browser or clearing your browser cache. Timeframe: - Start Time: 4th November 2024, 10:00 UTC+2 - End Time: 4th November 2024, 10:05 UTC+2 Contact Information: If you have any questions or need further assistance, please contact our support team at [email protected]. We're here to help and provide any necessary information or support.

2. identified Nov 04, 2024, 02:14 PM UTC

   Update: We’re still actively investigating the root cause of today’s incident. Right now we are concluding this incident as a memory leak on one of our infrastructure nodes, ultimately leading to a crash due to steady memory consumption within Uniqkeys workload. Tonight (4/11/2024), we’ll be implementing a change to help prevent this issue going forward. Our review showed that a previously implemented safeguard, specifically designed to prevent this type of incident, was malfunctioning, and did not provide protection as intended. Please note that, while this immediate action will mitigate the risk, the issue is not yet fully resolved. Our priority remains to identify the exact cause of the rising memory usage and to establish effective, long-term measures to prevent a recurrence of this kind of incident. We have also reviewed previous incidents and compared them to our memory consumption trends, and it does not appear that this incident is related to any previous issues. Note: If you are still experiencing issues like "No Response from Server", please try restarting the extension and/or your browser or clearing your browser cache. Contact Us: If you have any questions or need further assistance, please contact our support team at [email protected].

3. resolved Nov 05, 2024, 09:04 AM UTC

   Update: We have identified that yesterday’s incident was caused by memory resource exhaustion on one of our infrastructure nodes, resulting in a temporary service interruption. Immediate resolution: Our investigation uncovered a bug that prevented our alert system from activating at critical memory thresholds, resulting in failed autoscaling. This issue has now been resolved, with both the alert system and autoscaling fully re-enabled to safeguard against future occurrences. To further reinforce our systems, our team is conducting a comprehensive review of all safeguard mechanisms to ensure continued stability. Current Findings: Alongside this immediate resolution, we are implementing further enhancements by optimizing database caching and better memory limits to ensure sustainable, long-term reliability and prevent resource buildup over time. Contact Us: If you have any questions or need further assistance, please contact our support team at [email protected].