Zenscrape experienced a minor incident on September 10, 2024 affecting Dashboard and Analytics and 1 more component, lasting 3h 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 10, 2024, 12:37 AM UTC
A subset of customers is experiencing issues when attempting to access the Freshservice portal through specific Internet Service Providers (ISPs). These affected users are unable to load the portal, encountering error messages such as "Hmm... can't reach this page" or facing connection timeouts. The problem has been reported across multiple accounts and seems to be impacting various components within the portal.
- investigating Sep 10, 2024, 02:16 AM UTC
Our team is still working on the issue and is focused on narrowing down the cause to resolve it quickly. We are actively investigating and will provide updates as we have more information.
- investigating Sep 10, 2024, 03:00 AM UTC
Our engineering team is actively involved in resolving the issue, more updates to follow
- investigating Sep 10, 2024, 03:30 AM UTC
We have been informed that our service provider has detected a problem with their upstream Internet Service Provider (ISP). They are actively working to resolve this issue. We will provide further updates as more information becomes available.
- resolved Sep 10, 2024, 04:00 AM UTC
Our third party service provider has updated that they have resolved the issue with their upstream Internet Service Provider (ISP) All services are restored and now operating as expected.