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[incident] 2026-05-18 9:30 AM - 2026-05-21 8:30 PM PST Cloud Intermittent Issues

[incident] 2026-05-18 9:30 AM - 2026-05-21 8:30 PM PST Cloud Intermittent Issues

Incident Summary

Date/Time : May 18, 20269:30 AM - May 21, 20268:30 PM PST
Service Impacted: Cloud DB
Severity: Medium
Total Duration: 3 days 13 hours

Customer Impact:

  • New cloud user creation may fail, especially for email addresses that have never had a Cloud account before.

  • Activation emails may not be received for newly created users.

  • Password reset workflows may not complete or may fail to load after clicking the reset button.

  • Some customers may see intermittent cloud connectivity issues or cloud systems temporarily showing as unreachable.

Incident Timeline (PST)

May 18:

  • 9:30 AM - First complaints received

  • 9:40 AM - Investigation started

  • 14:30 PM - Multiple samples of Client / Server logs were collected from affected environments

  • 15:40 PM - Investigation narrowed down to a potential root cause

  • 18:00 PM - Issue escalated to the Engineering team for deeper review and support

May 19:

  • 8:00 AM - Continuing to investigate and will provide additional updates as soon as more information is available or a confirmed mitigation is identified

May 20:

  • 12:00 PM - The issue has been identified. The amount of user base affected is less than 1%. An emergency hotfix is being scheduled to improve the situation and reduce the customer impact from the infrastructure side. This hotfix is intended as a temporary mitigation to improve stability and performance while the full application-level fix is being prepared.

  • 6:30 PM - the emergency hotfix has been applied.

  • 7:30 PM - the metrics show improvement after the emergency hotfix.

May 21:

  • 7:00 AM - We keep getting occasional reports about the ongoing issue.

  • 12:30 PM - The metrics are still show improvement so the amount of user base affected is less than 0.5%. however the temporary fix did not fully resolve the issue. We plan another emergency hotfix at 7 PM PST (2 AM EST).

  • 7:50 PM- Emergency update was performed successfully.

  • 8:30 PM - Post-change monitoring showed improvement in key service metrics.

May 22:

  • 9:00 AM - Multiple internal teams and Support confirmed that the reported customer-facing issues were resolved.