Incident Summary:
- Date: Tuesday, April 16, 2024
- Time:
- Issue Start: 9:00 AM EST
- Issue Resolution: Approximately 12:00 PM EST
- Affected Users: All Sparkrock 365 customers in Canada (one customer affected on April 15th)
- Impact: System slowdowns or inability to load
Description:
Sparkrock 365 users in Canada experienced performance issues beginning on April 15th impacting system loading and response times.
Initial Communication:
An email was sent on April 16th to all Sparkrock 365 customers acknowledging the performance issue and informing them that the Sparkrock support team was actively investigating the problem in collaboration with Microsoft. The email also mentioned updates would be communicated as soon as available.
Resolution:
The performance issue was resolved by approximately 12:00 PM EST on April 16th.
Root Cause:
The root cause was identified by by Microsoft: A portion of the server nodes supporting environment access entered an unhealthy state.
Resolution: The product team restarted the service, and we confirmed via service health telemetry that the server nodes have recovered, restoring service.
Customer Communication:
A follow-up email will be sent to all Sparkrock 365 customers informing them of the resolved issue and the ongoing investigation for the root cause. The email will also include troubleshooting steps (hard browser reset) for customers who might still be experiencing performance issues. These steps will be provided for Chrome, Firefox, and Edge browsers on Windows and Linux.
- Hold Ctrl and click Reload.
- Alternatively, hold Ctrl and press F5.
- For Chrome users, open Chrome Dev Tools (F12), right-click on Reload, and select "Empty Cache and Hard Reload."
If the issue persists after these steps, they can let us know via their open support case or creating a case in our portal.
Additional Notes:
- While the issue primarily affected Canadian customers, the follow-up email will be sent to all Sparkrock 365 users for transparency.
- Customers experiencing further issues are encouraged to reach out to Sparkrock support through the support portal or at support@sparkrock.com.
Next Steps:
- Monitor customer feedback for any lingering performance issues.
- Continue working with Microsoft to identify the root cause of the problem.
Date:
2024-04-16
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