Jun <var data-var='date'>23</var>, <var data-var='time'>12:00</var> UTC Resolved - Between 23 Jun 12:00 UTC and 25 Jun 19:00 UTC, we experienced intermittent errors in core resource fetching. This caused a small percentage of requests to fail, which in some cases resulted in users seeing a white screen instead of the app. The incident affected a small number of customers globally. Due to a configuration issue, impact may have been higher for some customers than others. The issue has been resolved, and service has returned to normal. We apologize for the disruption.

Intermittent app loading issues

Feb <var data-var='date'> 7</var>, <var data-var='time'>11:00</var> UTC Completed - The scheduled maintenance has been completed. Feb <var data-var='date'> 7</var>, <var data-var='time'>09:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'> 5</var>, <var data-var='time'>09:28</var> UTC Scheduled - We are conducting planned database maintenance for Content Analytics across all regions. During this window, users may experience timeouts while the databases restart; however, existing sessions should remain active. We are monitoring the upgrades and validating service health as each region completes.

Content Analytics Database Maintenance

Nov <var data-var='date'>15</var>, <var data-var='time'>14:00</var> UTC Completed - The scheduled maintenance has been completed. Nov <var data-var='date'>15</var>, <var data-var='time'>08:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'>14</var>, <var data-var='time'>18:18</var> UTC Scheduled - We will be performing configuration update to the search infrastructure to improve capacity and reliability. Expected Impact: - Search remains available; no downtime expected - Brief periods of slower search performance are possible

Scheduled Maintenance - ElasticSearch

Nov <var data-var='date'> 8</var>, <var data-var='time'>18:00</var> UTC Completed - The scheduled maintenance has been completed. Nov <var data-var='date'> 8</var>, <var data-var='time'>12:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'> 6</var>, <var data-var='time'>12:55</var> UTC Scheduled - We will be performing configuration update to the EU search infrastructure to improve capacity and reliability. Expected Impact: - Search remains available; no downtime expected - Brief periods of slower search performance are possible

Scheduled Maintenance - ElasticSearch (EU Region)

Nov <var data-var='date'> 7</var>, <var data-var='time'>11:30</var> UTC Completed - The scheduled maintenance has been completed. Nov <var data-var='date'> 7</var>, <var data-var='time'>10:30</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'> 7</var>, <var data-var='time'>10:21</var> UTC Scheduled - We’re rolling out major version upgrades to the Self‑Service Portals core packages to improve performance, security, and stability. We’ll post progress here and confirm once maintenance is complete.

Self‑Service Portals core packages major version upgrades

Nov <var data-var='date'> 3</var>, <var data-var='time'>18:43</var> UTC Resolved - Duration: ~2h55m. Cause: CDN cache contamination of homepage caches. Impact limited to US and EU Self-service portal homepages. All systems normal. Nov <var data-var='date'> 3</var>, <var data-var='time'>17:10</var> UTC Monitoring - Self-Service Portal homepages are now returning correct content after cache purges. We are monitoring edge cache consistency and user reports for recurrence. Nov <var data-var='date'> 3</var>, <var data-var='time'>14:20</var> UTC Identified - Root cause narrowed to CDN cache contamination triggered by a configuration rollback. The contamination affected homepage edge cache only. Nov <var data-var='date'> 3</var>, <var data-var='time'>14:15</var> UTC Investigating - Some customer Self-Service Portal homepages were showing other customers' homepage content. Other pages (search, article, product pages) remained functional. Workaround: avoid the homepage. Append a language code, or add a query character such as ?, to force a fresh render.

Self-Service Portal Homepage Cache Issue on some US/EU Portals

Oct <var data-var='date'>21</var>, <var data-var='time'>06:18</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>22:01</var> UTC Update - In the last three hours we observed a single brief spike in 5xx responses around 20:45 UTC in the US region; since then, 5xx has held at 0% across monitored endpoints. For transparency, we'll keep the incident open in Monitoring with no components marked as affected through the end of the day while we continue to observe. Oct <var data-var='date'>20</var>, <var data-var='time'>20:08</var> UTC Monitoring - Update - Error rates are trending down. Over the last few minutes the US region is averaging about 0.4% 5xx responses. Core paths (Authentication, Viewing Content & Search, Self‑Service, and content edits) are each ≤0.5%, while Integrations and Insights & Analytics fluctuate slightly higher but remain under 1%. We'll keep mitigations in place and continue to monitor. Oct <var data-var='date'>20</var>, <var data-var='time'>17:46</var> UTC Update - Update - This remains a brownout, not a full outage. Most requests in the US region are succeeding, but ongoing upstream degradation is causing intermittent errors and latency. Authentication, Viewing Content & Search, Self‑Service Portals, Emails & Notifications, and Making Changes to Content are largely available; Integrations and Insights & Analytics are the most affected with higher delays/timeouts. We continue to mitigate and monitor. Oct <var data-var='date'>20</var>, <var data-var='time'>16:13</var> UTC Identified - Reopened. Our earlier resolution was premature. Our cloud infrastructure provider continues to report widespread degradation in their US‑East region (about 80 services affected, several in a brownout state). This is causing intermittent errors, elevated latency, and timeouts across multiple Shelf services in the US region, Answer Assist and Search, and integrations. EU and CA regions remain healthy. We are working with the provider and have applied mitigations to reduce impact. Next update within 30 minutes. Oct <var data-var='date'>20</var>, <var data-var='time'>15:35</var> UTC Update - We're still observing occasional timeouts in Agent Assist searches for certain real-time suggestions. Oct <var data-var='date'>20</var>, <var data-var='time'>15:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'>20</var>, <var data-var='time'>14:57</var> UTC Identified - The issue has been identified and a fix is being implemented. Oct <var data-var='date'>20</var>, <var data-var='time'>14:26</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'>20</var>, <var data-var='time'>14:21</var> UTC Update - We are continuing to investigate this issue. Oct <var data-var='date'>20</var>, <var data-var='time'>14:16</var> UTC Investigating - We are currently investigating this issue.

US region: Ongoing upstream provider degradation causing intermittent errors across multiple services

Oct <var data-var='date'>20</var>, <var data-var='time'>21:39</var> UTC Completed - Maintenance finished successfully. We deployed a major upgrade to our search infrastructure, increasing capacity and resilience in the US region. Search remained available throughout the window and is operating normally. Oct <var data-var='date'>20</var>, <var data-var='time'>21:09</var> UTC In progress - Search functionality maintenance is currently in progress. Oct <var data-var='date'>20</var>, <var data-var='time'>21:30</var> UTC Update - We will be undergoing scheduled maintenance during this time. Oct <var data-var='date'>20</var>, <var data-var='time'>16:40</var> UTC Scheduled - We will be performing scheduled maintenance on our search functionality infrastructure. No changes to functionality are expected, and search operations will remain available throughout the maintenance window.

Search Functionality - Scheduled Maintenance

Oct <var data-var='date'>20</var>, <var data-var='time'>10:14</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>09:22</var> UTC Monitoring - US region services have returned to normal operation as of 09:22 UTC. This incident stemmed from a region‑wide issue at our cloud infrastructure provider and caused intermittent errors and latency across multiple US services. Impact window: 06:48-09:22 UTC (2 hours 34 minutes). No data was lost. EU and CA regions were not affected. Thank you for your patience. Oct <var data-var='date'>20</var>, <var data-var='time'>08:28</var> UTC Update - The issue persists. Our cloud infrastructure provider continues to experience a region-wide incident in their US‑East region. We are actively working with the provider to reduce impact. Oct <var data-var='date'>20</var>, <var data-var='time'>07:24</var> UTC Identified - We have identified that the sign‑in failures correlate with a regional incident at our cloud infrastructure provider in their US‑East region. Customers served from our US region may see "incorrect password" messages or slow/failed requests. Our EU and CA regions remain healthy. Oct <var data-var='date'>20</var>, <var data-var='time'>06:48</var> UTC Investigating - We are investigating reports of sign‑in failures in our US region. The first errors began at approximately 06:48 UTC. EU and CA regions remain healthy. We'll share more as we learn. Next update within 30 minutes.

US region: Widespread service disruption due to upstream cloud provider incident

Oct <var data-var='date'>17</var>, <var data-var='time'>16:03</var> UTC Resolved - This incident has been resolved. All search, announcement, and feedback services in the US region have returned to normal operation. System monitoring confirms stable performance with no residual errors. We apologize for any disruption this may have caused. Oct <var data-var='date'>17</var>, <var data-var='time'>15:44</var> UTC Monitoring - We have identified and addressed the underlying issue affecting search and content discovery performance in the US region. Our engineering team has implemented corrective measures and is actively monitoring system behavior. During peak impact, approximately 20-40% of search and content discovery requests experienced errors. We continue to observe system performance to ensure full stability. Oct <var data-var='date'>17</var>, <var data-var='time'>15:22</var> UTC Investigating - We are currently investigating increased error rates affecting search and content discovery in our US region. Some users may experience slower response times or intermittent errors when searching for content, viewing announcements, or submitting feedback. Other platform capabilities, including content creation and editing, remain fully operational.

Search, Announcements, and Feedback API errors (US)

Sep <var data-var='date'>12</var>, <var data-var='time'>20:00</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>12</var>, <var data-var='time'>18:10</var> UTC Update - All services have recovered. Error rates and latency are back to normal across all regions. We’ll continue to monitor closely for the next hour. If you still encounter issues, please refresh your browser and try again. Sep <var data-var='date'>12</var>, <var data-var='time'>18:05</var> UTC Monitoring - We’ve deployed a fix and are seeing recovery for application and API requests across regions. If you encountered errors, please try again or refresh your browser. Sep <var data-var='date'>12</var>, <var data-var='time'>17:57</var> UTC Update - Search has recovered across regions. Feedback and CPW remain degraded for a subset of customers while the fix completes rollout. Next update within 30 minutes. Sep <var data-var='date'>12</var>, <var data-var='time'>17:30</var> UTC Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'>12</var>, <var data-var='time'>17:21</var> UTC Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'>12</var>, <var data-var='time'>17:12</var> UTC Update - We are seeing recovery in the CA and EU regions, and a fix is being rolled out to the remaining regions. A subset of customers outside those regions may still be impacted. Sep <var data-var='date'>12</var>, <var data-var='time'>16:30</var> UTC Identified - Starting at 16:30 UTC, an infrastructure issue caused elevated 5xx errors for application and API requests. We have identified the cause and are rolling out a fix. Impact affects a subset of customers across multiple regions.

Service Availability Incident: Elevated 5xx Errors Across Regions

Sep <var data-var='date'>10</var>, <var data-var='time'>16:35</var> UTC Resolved - SSO sign-ins have been restored. Between 14:38-16:27 UTC a configuration regression in our authentication layer caused the authorization code exchange to fail, resulting in "access_denied (Unauthorized)" after IdP login. We corrected the configuration and refreshed services; metrics show recovery across all regions. Sep <var data-var='date'>10</var>, <var data-var='time'>16:26</var> UTC Identified - We have deployed a fix to our authentication flow at 16:15 UTC. Users should begin to see successful sign-ins resume across all regions. Please retry logging in; starting a new browser session (or incognito) may help clear a failed attempt. We’re closely monitoring error rates and will provide another update within 30 minutes. Sep <var data-var='date'>10</var>, <var data-var='time'>14:38</var> UTC Investigating - Starting at 14:38 UTC, we observed a spike in SSO authentication failures. Affected users may be unable to sign in and see "access_denied (Unauthorized)" after returning from their IdP. We are actively investigating with our identity provider. Next update within 30 minutes.

Investigating: SSO login failures across regions

Sep <var data-var='date'> 2</var>, <var data-var='time'>18:56</var> UTC Resolved - The issue affecting search and content viewing has been resolved and service is operating normally. Sep <var data-var='date'> 2</var>, <var data-var='time'>18:46</var> UTC Monitoring - Mitigation is in place and performance is improving for search and content viewing; we will provide another update by 18:56 UTC. Sep <var data-var='date'> 2</var>, <var data-var='time'>18:36</var> UTC Identified - We have identified a performance issue and are working to restore normal search and content viewing. Sep <var data-var='date'> 2</var>, <var data-var='time'>18:26</var> UTC Investigating - We are investigating an issue where users could experience intermittent errors and delays when searching or viewing content; content creation and edits remain available.

Search and Content Viewing Degradation

Aug <var data-var='date'>22</var>, <var data-var='time'>18:19</var> UTC Resolved - The issue has been fully resolved and all functionalities are now restored. Thank you for your patience throughout this incident. Aug <var data-var='date'>22</var>, <var data-var='time'>15:50</var> UTC Update - Some functionalities have been successfully restored. We are continuing to work on bringing full service back online and will provide updates as progress continues. Aug <var data-var='date'>22</var>, <var data-var='time'>15:43</var> UTC Update - We have begun applying fixes to address the issue. While progress has been made, the issue is not yet fully resolved. Our team continues to work toward a complete resolution, and we will share updates as they become available. Aug <var data-var='date'>22</var>, <var data-var='time'>15:10</var> UTC Update - Our Team is actively working on a resolution. We will provide further updates as soon as more information becomes available. Thank you for your patience. Aug <var data-var='date'>22</var>, <var data-var='time'>12:48</var> UTC Identified - Core issue is isolated, we are working on the fix Aug <var data-var='date'>22</var>, <var data-var='time'>10:42</var> UTC Update - We have identified that the issue is limited to gem listing updates. Specifically, some gems may continue to appear in their previous location after being moved or archived. Our team is actively working on a fix to ensure updates are reflected correctly. We will share another update as soon as we have progress to report. Thank you for your understanding. Aug <var data-var='date'>22</var>, <var data-var='time'>09:27</var> UTC Update - We are continuing to investigate this issue. Aug <var data-var='date'>22</var>, <var data-var='time'>09:27</var> UTC Investigating - We're currently experiencing an issue with a third-party service provider that may impact some users' experience. Our team is actively working with the provider to resolve the situation as quickly as possible.

Degraded performance in Content service

Jul <var data-var='date'> 3</var>, <var data-var='time'>15:46</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 3</var>, <var data-var='time'>15:26</var> UTC Identified - The issue has been identified and a fix is being implemented.

Search Functionality Degradation Affecting Multiple Features

Jun <var data-var='date'>27</var>, <var data-var='time'>12:40</var> UTC Resolved - On 27 June 2025, between 14:40 UTC and 14:51 UTC, some users in the US region were unable to retrieve search results after selecting a library. Other areas of the platform continued to operate normally.

Search Functionality Disruption

Apr <var data-var='date'>29</var>, <var data-var='time'>16:03</var> UTC Resolved - The configuration issue has been corrected, and Gem content access via KMS is restored. Apr <var data-var='date'>29</var>, <var data-var='time'>15:42</var> UTC Update - We have identified the root cause related to a deployment configuration and are deploying a correction. Apr <var data-var='date'>29</var>, <var data-var='time'>15:37</var> UTC Identified - We are investigating reports of users being unable to view Gem content.

Gem Content Inaccessible via KMS Dashboard/Search

Feb <var data-var='date'>25</var>, <var data-var='time'>20:56</var> UTC Resolved - The disruption to Content Intelligence service in the US region has been fully resolved. Our engineering team successfully restored all services to their normal state. The situation has been closely monitored, and performance metrics have stabilized without further issues. We appreciate your patience and understanding during this time. Feb <var data-var='date'>25</var>, <var data-var='time'>20:00</var> UTC Monitoring - The Content Intelligence service in the US region has been fully restored as of 20:00 UTC. Our engineering team successfully implemented a failover solution using a recent system backup taken moments before the disruption. All user data is intact and operations performed during the outage have been properly stored. Some users may experience brief periods of reduced performance as our systems complete the scaling process. We continue to monitor the service closely during this stabilization period and appreciate your patience throughout this event. Feb <var data-var='date'>25</var>, <var data-var='time'>17:20</var> UTC Identified - We are currently experiencing a disruption to our Content Intelligence service in the US region that began at 17:20 UTC. Users may be unable to view analytics dashboards and charts. All data remains secure, and any changes made during this period will be properly processed once service is fully restored. Our engineering team has identified the root cause as an underlying infrastructure issue with our service provider and is actively implementing mitigation measures, including routing operations to redundant systems. We are in direct communication with AWS support engineers via a priority incident channel and collaboratively working toward resolution. This issue affects only the US region; EU and CA regions remain fully operational. We will provide updates as the situation progresses.

Content Intelligence Service Degradation in US Region

Jan <var data-var='date'>24</var>, <var data-var='time'>20:29</var> UTC Completed - The scheduled maintenance has been completed. Jan <var data-var='date'>24</var>, <var data-var='time'>04:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan <var data-var='date'>23</var>, <var data-var='time'>11:55</var> UTC Scheduled - Please be aware that Content Publication Workflow will be undergoing maintenance on Friday, January 24, for the entire day, as we roll out updates to enhance the editing functionality. During this time: - All tasks will remain accessible for viewing only. - You will not be able to edit, update, or publish any tasks. - You will not be able to create new tasks. - Scheduled publications will proceed as planned, without any interruption. We recommend taking this into account when planning your work. Thank you for your understanding and cooperation.

Content Publication Workflow Scheduled Maintenance on Friday, January 24

Oct <var data-var='date'>24</var>, <var data-var='time'>20:21</var> UTC Resolved - Search functionality has been restored across all major features including Gems search. The system is now operating normally and we continue to monitor for stability. We appreciate your patience during this disruption. Oct <var data-var='date'>24</var>, <var data-var='time'>20:00</var> UTC Monitoring - We have successfully restored search functionality for Announcements, Feedback lists, and CPW tasks. Gems search remains temporarily affected while we complete the final recovery steps. Our engineering team continues working on full service restoration. We will provide another update once all features are back online. Oct <var data-var='date'>24</var>, <var data-var='time'>19:35</var> UTC Update - Our engineering team has identified the source of the disruption affecting search functionality. We are actively implementing necessary adjustments to restore service. Search capabilities remain limited across affected features while we work on the resolution. We will provide another update once service is restored. Oct <var data-var='date'>24</var>, <var data-var='time'>19:28</var> UTC Identified - We are experiencing a service disruption affecting our search-related functionality across multiple features including Gems search, Feedback list, and Announcement list. Our engineering team has been notified and is actively working to restore normal operations. While basic platform functionality remains available, search capabilities are currently limited. We will provide updates as the situation develops.

Sep <var data-var='date'>19</var>, <var data-var='time'>12:30</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>19</var>, <var data-var='time'>12:28</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>19</var>, <var data-var='time'>08:08</var> UTC Investigating - We are aware of an issue where a recent update to Google Chrome is causing errors within the user interface of our platform. Our team is actively investigating the matter to identify the root cause and implement a fix. We will provide further updates as soon as more information is available. Thank you for your patience and understanding.

Chrome Update Causing UI Errors

Jul <var data-var='date'>12</var>, <var data-var='time'>12:24</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>12</var>, <var data-var='time'>11:41</var> UTC Verifying - Verification is currently underway for the maintenance items. Jul <var data-var='date'>12</var>, <var data-var='time'>08:07</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>12</var>, <var data-var='time'>08:06</var> UTC Scheduled - We're temporarily disabling some functionality for required maintenance of the underlying infrastructure.

Search Copilot: Maintenance Mode

Jun <var data-var='date'>18</var>, <var data-var='time'>16:59</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>18</var>, <var data-var='time'>16:59</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>18</var>, <var data-var='time'>11:30</var> UTC Identified - We have identified an issue with the task publishing process and are actively working to resolve it.

Content Publication Workflow: Service Interruption

May <var data-var='date'> 7</var>, <var data-var='time'>12:56</var> UTC Resolved - This incident has been resolved. May <var data-var='date'> 7</var>, <var data-var='time'>12:34</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 7</var>, <var data-var='time'>12:21</var> UTC Update - We are continuing to work on a fix for this issue. May <var data-var='date'> 7</var>, <var data-var='time'>12:00</var> UTC Identified - The issue has been identified and a fix is being implemented.

Gem Page Loading Issue

Apr <var data-var='date'>28</var>, <var data-var='time'>10:16</var> UTC Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>28</var>, <var data-var='time'>10:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>26</var>, <var data-var='time'>15:49</var> UTC Scheduled - We will be undergoing scheduled maintenance of our CDN setup to improve stability

Is Shelf down?

Shelf status is UP

Lastest published events

Intermittent app loading issues

Content Analytics Database Maintenance

Scheduled Maintenance - ElasticSearch

Shelf Services, Components and Regions

Recent Shelf events

Intermittent app loading issues

Content Analytics Database Maintenance

Scheduled Maintenance - ElasticSearch

Scheduled Maintenance - ElasticSearch (EU Region)

Self‑Service Portals core packages major version upgrades

Self-Service Portal Homepage Cache Issue on some US/EU Portals