Customer Portal Disruption
Incident Report for Yext
Postmortem

Summary

On September 22nd, 2020, beginning at 2:04 p.m. ET, Yext engineers began tracking elevated error rates in the Customer Portal. Issues were mitigated by 2:14 p.m. ET, at which point error rates returned to normal. During this period, some pages in the Customer Portal failed to load.

Root Cause

An internal server which processes data for the Customer Portal was overwhelmed by a number of exceedingly large requests, causing it to fail to serve other traffic. Once the large requests were processed, error rates returned to normal.

Remediation

We are actively conducting performance testing and improvements on our internal servers, which will improve overall capacity and avoid this class of problems in the future.

Posted Sep 25, 2020 - 17:58 EDT

Resolved
This incident has been resolved.
Posted Sep 22, 2020 - 16:12 EDT
Monitoring
We have mitigated the errors and service should be restored. We will continue to monitor for issues.
Posted Sep 22, 2020 - 14:32 EDT
Investigating
We are currently investigating reports of elevated error rates in the Customer Portal. Some pages in the Customer Portal may not load at this time. Pages updates may also be delayed.
Posted Sep 22, 2020 - 14:19 EDT
This incident affected: Customer Portal Login.