Time: June 29, 2023, 3:30 p.m.

Status: Resolved

Update: We have identified the cause of this issue and the accounts affected. (This issue only affects 2% of all Intuiface accounts globally.) We will shortly be contacting each affected account with further information.

Time: June 29, 2023, 2:57 p.m.

Status: Investigating

Update: Experiences published to the Intuiface Cloud and stored in Intuiface’s Ireland-based Amazon AWS bucket are currently inaccessible for download or for remote deployment. This outage primarily affects the accounts of Intuiface users located in the UK and Ireland. (Intuiface automatically stores published experiences in the Amazon AWS bucket closest, geographically, to the location of the associated Intuiface account.) We are actively investigating the issue.

Time: June 13, 2023, 9:52 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: June 13, 2023, 7:44 p.m.

Status: Identified

Update: Amazon AWS has experienced a variety of service failures: https://health.aws.amazon.com/health/status These issues are preventing global access and use of Headless CMS. It appears the problems started around 3:08pm New York. Amazon's latest post states they've identified the cause and are working on a resolution. No timeline has been shared.

Time: Nov. 22, 2022, 1:55 p.m.

Status: Postmortem

Update: The operating system for our AWS-based production servers was upgraded unexpectedly at 1am CET on 28-Oct, triggering a reboot of the servers hosting the [my.intuiface.com](http://my.intuiface.com) web server. Communication between the [my.intuiface.com](http://my.intuiface.com) web server and the AWS load balancer failed to work following the reboot due to a faulty web server configuration, causing the general unavailability of all [my.intuiface.com](http://my.intuiface.com) services, including new license activation, access to all dashboards, license purchases, etc. We identified the issue \(bad server configuration\), and its fix was applied at 8:30am CET. Our server upgrade procedure is under review and will be enhanced to prevent unexpected production server upgrades and configuration issues.

Time: Oct. 28, 2022, 8:10 a.m.

Status: Resolved

Update: The issue is fixed. A postmortem analysis will be published next week

Time: Oct. 28, 2022, 7:14 a.m.

Status: Monitoring

Update: The issue was fixed. We are still monitoring the server to ensure everything is working properly.

Time: Oct. 28, 2022, 6:08 a.m.

Status: Identified

Update: The cause has been identified. We are working an a fix.

Time: Oct. 28, 2022, 4:37 a.m.

Status: Investigating

Update: We are experiencing a server issue affecting my.intuiface.com (My Intuiface). All product authentication attempts will fail, and all services hosted on the My Intuiface website are inaccessible. We will post an update once we have additional information or progress to share.

Time: Sept. 9, 2022, 6:47 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Sept. 9, 2022, 6:15 p.m.

Status: Monitoring

Update: The issue seems solved on AWS side. We are continuing our monitoring of HCMS.

Time: Sept. 9, 2022, 5:46 p.m.

Status: Identified

Update: Due to AWS issues in N-Virginia, we are currently experiencing degraded H-CMS service. Both the H-CMS application (used to edit the bases) and the download of bases by Players are impacted. We are awaiting news from AWS: https://health.aws.amazon.com/health/status and will keep you informed.

Time: June 20, 2022, 2:51 p.m.

Status: Postmortem

Update: **What happened** At 5:30am UTC on 14-June, we initiated a [planned maintenance operation](https://status.intuiface.com/incidents/s6sx4t24r87k). At the end of the maintenance operation, we observed a significant increase in CPU usage for the Intuiface user database, triggering a high latency for [my.intuiface.com](http://my.intuiface.com/) access and license activation. Eventually, the database CPU usage went to 100%, preventing both access to [my.intuiface.com](http://my.intuiface.com/) and license activation of Players and Composers. \(Already running Players were not impacted due to an efficient fallback mechanism.\) During the incident, several attempts to identify and fix the issues were made, without definitive success, leading to rollback of the maintenance update. **How do we plan to remediate such incident in the future?** We are actively working on enhancing our performance testing tools and procedures, particularly those for environments simulating near-real-life licenses checks and license activations on a pre-production servers. We are also improving our incident management process for long lasting incidents so that rollbacks are triggered earlier during the incident, typically after one hour duration, thus reducing their negative impact.

Time: June 14, 2022, 1:17 p.m.

Status: Resolved

Update: The incident is closed. Our users will get a post-mortem email in the coming days detailing this event, causes and what we are putting in place to prevent another occurrence.

Time: June 14, 2022, 11:34 a.m.

Status: Monitoring

Update: We decided to perform a rollback to the version prior to our 7:30am CET database migration. Everything appears back to normal now.

Time: June 14, 2022, 11:08 a.m.

Status: Identified

Update: my.intuiface.com, including license activation, is currently experiencing performance issues that are preventing authentication on support.intuiface.com. Players already activated are not impacted by the issue but Composers using “release license on exit” are and cannot get a new license. We are currently working on fix and will continue to inform you about the progress in 30’.

Time: June 14, 2022, 10 a.m.

Status: Identified

Update: my.intuiface.com, including license activation, is currently experiencing performance issues that may also prevent authentication on support.intuiface.com. We have found the root cause and are currently testing a fix. We continue to expect the fix to be deployed within the next hour. We will continue to inform you about progress in 30’.

Time: June 14, 2022, 9:27 a.m.

Status: Identified

Update: my.intuiface.com, including license activation, is currently experiencing performance issues that may also prevent authentication on support.intuiface.com. We have found the root cause and are currently testing a fix. We are expecting the fix to be deployed within the next hour. We will inform you about the progress in 30’.

Time: June 14, 2022, 8:18 a.m.

Status: Identified

Update: My.intuiface.com, including license activation, is currently experiencing performance issues that may also prevent authentication on support.intuiface.com. We have found the root cause and are actively working on a fix. We are expecting the issue to be fixed within the next hour. We will inform you about the progress in 30’.

Time: June 14, 2022, 7:45 a.m.

Status: Investigating

Update: my.intuiface.com, including license activation, is currently experiencing performance issues. We have found the root cause and are actively working on a fix. We are expecting the issue to be fixed within the next hour. We will inform you about the progress in 30’.