Staffbase Status - [App/Intranet] - Issues with uploading PDF files

[App/Intranet] - Issues with uploading PDF files

Incident Report for Staffbase

Postmortem

Now that our investigation of the incident is complete, we would like to share more detailed information about the past incident.

The summary from April 18:
Between 07:30 am and 04:30 pm CEST users experienced issues with uploading media files. At first it wasn’t possible to upload any kind of media file, after 10 am CEST only PDF files were affected.

What happened?
The media server’s memory was overloaded with requests. This happened because we had reduced the media server’s resources the previous day to optimize resource usage. After restarting the media server, the issue was resolved and the media files could be uploaded again.

Impact:
During the above-mentioned period, all users of apps hosted on the German servers were unable to upload media files.

Future improvements:
We will increase the resources of the media server and work on scaling the automation to avoid such incidents in the future. We apologize for the inconvenience.

Please contact us at support@staffbase.com if you have any further questions regarding this topic or if any feature is still impacted against expectations.

Posted Apr 21, 2023 - 09:51 CEST

Resolved

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Posted Apr 19, 2023 - 12:18 CEST

Monitoring

We have implemented a fix for the behavior and all customers are able to upload PDF files again. We will continue to monitor the systems until we are sure that the issue is fully resolved.

Posted Apr 18, 2023 - 16:43 CEST

Investigating

Some customers on our german system may experience issues with uploading PDF files. The upload can't be completed. Our teams are currently investigating the issue. We will keep you updated on the progress as we learn more.

We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

Posted Apr 18, 2023 - 13:59 CEST

This incident affected: Employee App & Front Door Intranet (all regions) (Media API (Germany) [SLA], Web Application (Germany) [SLA]).

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