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Is there an Gainsight outage?

Gainsight status: Systems Active

Last checked: 19 minutes ago

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Gainsight outages and incidents

Outage and incident data over the last 30 days for Gainsight.

There have been 1 outages or incidents for Gainsight in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for Gainsight

Outlogger tracks the status of these components for Xero:

EU Data Ingestion Queue Active
EU Data Processor Queue Active
EU Rules Engine Queue Active
Gainsight CS EU Application Active
Gainsight CS US1 Application Active
US1 Data Ingestion Queue Active
US1 Data Processor Queue Active
US1 Rules Engine Queue Active
Gainsight CS US2 Application Active
US2 Data Ingestion Queue Active
US2 Data Processor Queue Active
US2 Rules Engine Queue Active
Component Status
Active
EU Data Ingestion Queue Active
EU Data Processor Queue Active
EU Rules Engine Queue Active
Gainsight CS EU Application Active
Active
Gainsight CS US1 Application Active
US1 Data Ingestion Queue Active
US1 Data Processor Queue Active
US1 Rules Engine Queue Active
Active
Gainsight CS US2 Application Active
US2 Data Ingestion Queue Active
US2 Data Processor Queue Active
US2 Rules Engine Queue Active

Latest Gainsight outages and incidents.

View the latest incidents for Gainsight and check for official updates:

Updates:

  • Time: Oct. 3, 2024, 8:22 p.m.
    Status: Resolved
    Update: Queues have returned to expected levels.
  • Time: Oct. 3, 2024, 8 p.m.
    Status: Monitoring
    Update: We have identified an issue with the Journey Orchestrator service. A fix is applied to resolve the issue and we are monitoring it closely. We anticipate a delay in the processing, which should catch up in a few hours.

Updates:

  • Time: Sept. 4, 2024, 6:34 p.m.
    Status: Resolved
    Update: The issue is resolved. We will share RCA details as they become available.
  • Time: Sept. 4, 2024, 5:13 p.m.
    Status: Monitoring
    Update: A fix has been implemented and we are monitoring the results.
  • Time: Sept. 4, 2024, 4:16 p.m.
    Status: Investigating
    Update: We are observing degraded performance in CS-US1.

Updates:

  • Time: Sept. 4, 2024, 4:54 a.m.
    Status: Postmortem
    Update: **Incident:** 26th August, 2024: Some customers may have experienced elevated levels of latency while using our CS-US1 application. **Root Cause:** * There was an increased frequency of database calls tied to a recent hotfix. The increased traffic was intermittent but led to slower API response times and thus impacted customer experience from browser. * Customers in CS-US1 may have experienced the latency while browsing. Impact was relatively less for our CS-US2 and CS-EU regions. * Sanity testing in lower environments did not initially produce this issue which was only observed with production traffic in US1. ‌ **Recovery Action:** Once the source was identified, a subsequent fix was applied which restored performance to expected levels. **Preventive Measures:** The mentioned fix has resolved this issue. We will continue to review and learn from issues like this in effort to provide the best possible customer experience. Please contact [support@gainsight.com](mailto:support@gainsight.com) if there are any questions.
  • Time: Aug. 27, 2024, 1:31 p.m.
    Status: Resolved
    Update: The issue is resolved. Systems are back to their normal performance level. We will share the RCA as soon as it is available.
  • Time: Aug. 27, 2024, 4:36 a.m.
    Status: Monitoring
    Update: We are continuing to monitor for any further issues.
  • Time: Aug. 26, 2024, 7:33 p.m.
    Status: Monitoring
    Update: We are keeping the incident open at this time to monitor for further issues.
  • Time: Aug. 26, 2024, 6:28 p.m.
    Status: Monitoring
    Update: A fix has been implemented and we are monitoring the results.
  • Time: Aug. 26, 2024, 5:19 p.m.
    Status: Identified
    Update: The issue has been identified and a fix is being implemented.
  • Time: Aug. 26, 2024, 5:06 p.m.
    Status: Investigating
    Update: We are investigating reports of latency with loading pages in CS-US1. We will post further updates as we have more details.

Updates:

  • Time: Aug. 19, 2024, 7:25 p.m.
    Status: Resolved
    Update: CS-US1: Some customers may have experienced issues while exporting from Dashboard and Success Snapshot from 13:00 to 18:00 UTC. We restarted related services which resolved this issue. Please email support@gainsight.com with any questions.

Updates:

  • Time: June 3, 2024, 7:14 a.m.
    Status: Postmortem
    Update: **Incident Summary for issue on 28 May 2024  \(External\)** **Gainsight CS - EU - Elevated errors in NXT Authentication** On **2024-05-28** between **07:31 and 08:45 UTC**, users of the Gainsight Application in the CS EU Cloud experienced intermittent application availability issues. The Gainsight UI was inaccessible for approximately 75 minutes during this window. **Root Cause :** Investigations have identified the following cause of the incident: * An infrastructure component, specifically the backend worker service \(Kubernetes Karpenter\), was upgraded to a newer  version to patch critical security and other updates. * This change had already been successfully executed in the STAGE and other PROD environments. * During the EU environment upgrade, all metadata configurations were transferred except for one critical rule. * The missing rule allowed for UDP communication to DNS Servers. * Due to the absence of this rule, DNS requests could not be resolved, causing microservices on newly provisioned worker nodes to fail. Microservices on older worker nodes were unaffected. * These failures resulted in a significant number of stale threads/connections in a short time frame, rendering the API Gateway unresponsive. * Updating the missing rule in the Network Security Group and reprovisioning the worker nodes resolved the issue. * Pending rule jobs were either skipped or resubmitted as necessary. ‌ **Recovery Action :** 1. Updated the missing UDP rule in the Network Security Group. 2. Restarted all affected services. ‌ **Preventive Measures:** 1. Ensure network rules consistency before and after any upgrade – this process has been initiated. 2. Schedule critical security updates and even low-risk infrastructure changes during non-peak hours, despite previous successes in other environments, to minimize impact.
  • Time: May 28, 2024, 9:10 a.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: May 28, 2024, 8:45 a.m.
    Status: Monitoring
    Update: We are continuing to monitor for any further issues.
  • Time: May 28, 2024, 8:45 a.m.
    Status: Monitoring
    Update: Fix is implemented and all services are back to normal. The queues are also released and the jobs will catchup in next couple of hours. We are monitoring closely
  • Time: May 28, 2024, 8:08 a.m.
    Status: Identified
    Update: The issue has been identified and fix is being implemented.
  • Time: May 28, 2024, 7:31 a.m.
    Status: Investigating
    Update: Gainsight NXT application is still down. We are working with the upstream service provider. We will post updates as soon as they are available.
  • Time: May 28, 2024, 6:46 a.m.
    Status: Investigating
    Update: We are investigating errors while logging into the Gainsight NXT application. We will post updates as soon as they are available.

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Frequently Asked Questions - Gainsight

Is there a Gainsight outage?
The current status of Gainsight is: Systems Active
Where can I find the official status page of Gainsight?
The official status page for Gainsight is here
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