Incident Summary
From approximately 21:27 to 23:07 UTC on December 27th 2020, users in the AMS1/FRA1 Data Centers were intermittently seeing the error "Error while fetching line items: Gateway Timeout" on their Order Home Screen. An instance of one of our applications was unable to talk to a critical database and needed to be restarted.
Scope of Impact
During the incident window, customers were intermittently seeing the error "Error while fetching line items: Gateway Timeout" on their Order Home Screen.
Timeline (UTC)
2020-12-27 21:27: Incident Started - an instance of one of our applications experienced connection issue with a critical database
2020-12-27 21:27: IM- ticket was raised and escalated to Engineering team
2020-12-27 23:07: Incident Resolved
Cause Analysis
An instance of one our applications was unable to talk to a critical database and needed to be restarted.
Resolution Steps
Our engineers resolved the issue by deleting the instance with the connection issues. The new replacement instance was able to connect without any issues.
Next Step(s)
Conduct instance status checks to address any issues that arise quickly
The incident has been fully resolved. We apologize for the inconvenience this issue may have caused, and thank you for your continued support.
We are currently investigating the following issue:
We will provide an update as soon as more information is available. Thank you for your patience.