Availability Issue with small subset of stores

Incident Report for BigCommerce

Resolved

All stores continue to remain up and operational. Please reach out to the BigCommerce support team if you are continuing to experience issues that you believe may be related to this incident.

Posted Dec 06, 2022 - 16:02 CST

Monitoring

All remaining stores including test and sandbox stores are up and operational. We are continuing to closely monitor the health and availability of all impacted stores. If you are continuing to experience issues with your BigCommerce store that you believe are related to this incident please reach out to our support team.

Posted Dec 06, 2022 - 01:49 CST

Update

BigCommerce Engineers have restored access to all remaining transacting stores which were experiencing issues as a result of this incident. We are continuing to work on restoring access to a small number of sandbox and test stores. If you are continuing to experience issues with your BigCommerce store that you believe are related to this incident please reach out to our support team. We will provide another update once access to the remaining sandbox and test stores is complete.

Posted Dec 06, 2022 - 01:16 CST

Update

Over the weekend we experienced a database issue that resulted in downtime for some merchants. After stabilizing the database Saturday, the problem resurfaced on Sunday. We are continuing to work as quickly as possible to restore access to all affected stores. Many have already been restored. We are committed to being as transparent as possible about the issue and our response and will continue to provide as much information as we can. We understand any downtime is disruptive to our merchants' business, and our teams are working tirelessly to resolve this and prevent additional outages.

Posted Dec 05, 2022 - 14:12 CST

Update

We are continuing to restore access to affected stores. As this work completes stores are returned to service automatically. We will continue to provide updates until all stores are online.

Posted Dec 05, 2022 - 11:20 CST

Update

BigCommerce engineers are continuing to restore access to stores on the affected database cluster. We recognize this process may seem slow, but due to the complex nature of this issue we must proceed cautiously. We will continue providing updates as they become available.

Posted Dec 05, 2022 - 09:13 CST

Update

The engineering team is continuing to restore access to the affected stores.

Posted Dec 05, 2022 - 07:17 CST

Update

The engineering team is continuing to restore access to the affected stores.

Posted Dec 04, 2022 - 23:42 CST

Update

BigCommerce engineers continue to work towards restoring affected stores. Some access for merchants has been restored and we continue to work towards getting everyone back online. Further updates will be provided when available.

Posted Dec 04, 2022 - 20:49 CST

Update

We are continuing to work on a fix for this issue.

Posted Dec 04, 2022 - 19:19 CST

Update

BigCommerce engineers are in the process of restoring access to stores on the affected database cluster; availability may be intermittent as restoration continues. We will provide further updates as they become available.

Posted Dec 04, 2022 - 18:43 CST

Update

We are continuing to work on a fix for this issue.

Posted Dec 04, 2022 - 18:02 CST

Identified

BigCommerce engineers have identified stability issues with a database cluster that hosts a subset of stores. The engineering team are currently in the process of migrating affected stores to alternative infrastructure and are aiming to restore access as soon as possible. We will provide updates as we make progress with this migration and apologize for the disruption that this issue has caused.

Posted Dec 04, 2022 - 17:26 CST

Investigating

BigCommerce engineers are currently investigating intermittent availability issues with a subset of stores.

Posted Dec 04, 2022 - 16:38 CST

This incident affected: API & Webhooks, Checkout & Payment Processing, Control Panel, and Storefront.