Indexing Issues and Slower API Response Times for the East Coast
Incident Report for Searchspring Public
This incident has been resolved. There is still a slightly larger than normal indexing queue, which we expect will continue to decrease over the next several hours, at which point indexing times should return to normal.
Posted Jan 07, 2021 - 17:52 MST
We still have a large backlog of indexes to work through, but we are beginning to clear out the remaining customers who are in the queue. We are continuing to monitor to ensure that the queue continues to clear out the remaining indexes.
Posted Jan 07, 2021 - 17:31 MST
We are beginning to work through the queue of customers who are affected by this issue. Some affected customers have already been indexed, others are still in the queue. If you require an index to go through urgently and have not already done so, please contact our support team to request priority in the indexing queue.
Posted Jan 07, 2021 - 17:20 MST
API response times should be back to normal.

A subset of customers may still be experiencing slower than normal indexing, and we are continuing to work on correcting this as quickly as possible.
Posted Jan 07, 2021 - 17:00 MST
We have made an update that we believe should resolve the issue with customers who are experiencing the 'Waiting on Feed Generation' issue. We are now working on re-queuing those customers, and their indexing should kick off shortly.
Posted Jan 07, 2021 - 16:49 MST
We are continuing to investigate this issue.
Posted Jan 07, 2021 - 16:45 MST
We are continuing to perform system maintenance. Some users may notice that their Indexing Status is stuck on 'Waiting on Feed Generation'. We are working to resolve this as quickly as possible. It's possible some users may experience errors in the SMC for a short period of time.
Posted Jan 07, 2021 - 16:29 MST
System Maintenance is still underway. The expected impact is still minimal, although some customers may experience errors in the Searchspring Management Console for a short period of time.
Posted Jan 07, 2021 - 16:12 MST
We are performing unplanned maintenance on our servers. Expected impact is minimal, but the Searchspring Management Console may return errors for a short period of time.
Posted Jan 07, 2021 - 15:56 MST
We are continuing to explore the root cause of the server issues.
Posted Jan 07, 2021 - 15:47 MST
We are currently investigating an issue with our East Coast servers. Currently, indexing processes may take longer than normal, and some customers may experience slower than normal API responses on their sites.
Posted Jan 07, 2021 - 15:31 MST
This incident affected: Search, Indexing, Autocomplete, SMC ( Searchspring Management Console ), and Product Recommendation Widgets.