Is there an Firstup outage?

Firstup status: Systems Active

Last checked: 7 minutes ago

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Firstup outages and incidents

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

There have been 2 outages or incidents for Firstup in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for Firstup

Outlogger tracks the status of these components for Xero:

Component Status

Latest Firstup outages and incidents.

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

Updates:

  • Time: July 3, 2023, 8:20 p.m.
    Status: Resolved
    Update: We have successfully identified and resolved the underlying problem that was preventing file processing. As a result, files are now being processed in the order they were received, following a first-in, first-out method. All files currently in the queue will be processed and completed within approximately 4 hours from 1:15 PM PT. This means that you can expect your files to be processed and completed by around 5:15 PM PT. We apologize for any inconvenience this delay may have caused and appreciate your patience during the resolution process. If you have any further questions or concerns, please reach out to our support team.
  • Time: July 3, 2023, 7:36 p.m.
    Status: Investigating
    Update: We are currently investigating the issue around User sync/data file not processing after it is uploaded.

Updates:

  • Time: July 13, 2023, 2:31 p.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: June 30, 2023, 3:59 p.m.
    Status: Monitoring
    Update: A third party platform incident has occurred, affecting the Customer's ability to open support tickets via Solvvy. To address the ongoing issue, a temporary workaround has been implemented. The Support Portal Widget has been temporarily disabled, ensuring that support tickets can still be created directly from the "Submit a Request" link available at https://support.firstup.io. This allows customers to continue seeking support and submitting their requests while our third party works on resolving the underlying platform incident.

Updates:

  • Time: June 29, 2023, 11:21 p.m.
    Status: Resolved
    Update: This incident is now resolved. Third party vendor as confirmed they have deployed a fix to resolve this issue.
  • Time: June 28, 2023, 6:50 p.m.
    Status: Monitoring
    Update: To address the ongoing issue, a temporary workaround has been implemented. The Support Portal Widget has been temporarily disabled, ensuring that support tickets can still be created directly from the "Submit a Request" link available at https://support.firstup.io. This allows customers to continue seeking support and submitting their requests while our third party works on resolving the underlying platform incident. Note: Customers who submitted a ticket and received an error are confirmed to have been queued in the backend and will be addressed has they come to support.
  • Time: June 28, 2023, 6:32 p.m.
    Status: Investigating
    Update: We are working to disable Support Portal Widget. Once this is completed we will be posting the workaround for customers to submit a ticket.
  • Time: June 28, 2023, 6:02 p.m.
    Status: Investigating
    Update: A third party platform incident has occurred, affecting the Customer's ability to open support tickets via Solvvy. The incident has been caused by a third party, resulting in two specific issues. Firstly, some customers are encountering an error in the widget when attempting to open support tickets. Secondly, after successfully submitting a support ticket form, some customers are not receiving the expected auto-reply email from Zendesk. We are working to determine the most effective way to quickly mitigate impact for our Customers.

Updates:

  • Time: June 22, 2023, 8:59 p.m.
    Status: Resolved
    Update: The Closed Caption Service remains available and functional. Firtsup Engineering will be prioritizing the work to deliver an appropriate error message to the end user when attempting to upload a corrupt Closed Caption file. To ensure that a Closed Caption file is not corrupted before uploading, we recommend using a service like https://validator.subtitledpro.com/ to validate the file first. This issue will now be marked as resolved.
  • Time: June 21, 2023, 3:33 p.m.
    Status: Monitoring
    Update: After further investigate, it has been identified that due to the aforementioned platform maintenance configuration change, the error message “Service unavailable, please try again later” is returned when a corrupted Closed Caption file is uploaded and cannot be processed. Otherwise, uncorrupted Closed Caption files process just fine with no error message returned, and this service is fully functional. We are currently working on modifying this error message to be more intuitive to the end user. We will provide another update once this has been completed.
  • Time: June 21, 2023, 2:48 p.m.
    Status: Identified
    Update: This service disruption has been clarified to be limited to uploading Closed Caption files to newly uploaded videos only. Previously uploaded videos and their associated Closed Captions are not affected. We are still testing the roll back in a test environment. Another update will be provided within 1 hour.
  • Time: June 21, 2023, 2:04 p.m.
    Status: Identified
    Update: This service disruption appears to be a regression to a configuration change that was deployed during a platform maintenance last night. We are currently working on rolling back the configuration changes to the affected component. Another update will be provided within 1 hour.
  • Time: June 21, 2023, 1:32 p.m.
    Status: Investigating
    Update: We are currently investigating reports that Closed Caption services are unavailable. We will provide an update with 1 hour.

Updates:

  • Time: June 16, 2023, 9:51 p.m.
    Status: Resolved
    Update: Per our monitoring, all video processing services have remained up, available, and fully functional since the last update. This issue will now be placed in a resolved status.
  • Time: June 16, 2023, 6:36 p.m.
    Status: Monitoring
    Update: The backfill for any videos that may have been stuck in a processing state has now been completed, and all uploaded videos should now be completely processed and displaying as such. We will be placing the affected service(s) under monitoring to ensure this issue does not reoccur.
  • Time: June 16, 2023, 3:54 p.m.
    Status: Identified
    Update: We have identified a configuration change that may have had some unintended outcome, resulting in this service disruption. We have rolled back these changes, and successfully tested uploading videos. We are currently working on backfilling any videos that were stuck in a processing state, and will provide another update once this is completed.
  • Time: June 16, 2023, 3:08 p.m.
    Status: Investigating
    Update: We continue to investigating this service disruption. Another update will be provided within the next 1 hour.
  • Time: June 16, 2023, 2:09 p.m.
    Status: Investigating
    Update: We are currently investigating reports of an issue where videos are not uploading successfully on the platform. We will provide you with an update within the next 1 hour.

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Frequently Asked Questions - Firstup

Is there a Firstup outage?
The current status of Firstup is: Systems Active
Where can I find the official status page of Firstup?
The official status page for Firstup is here
How can I get notified if Firstup is down or experiencing an outage?
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