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**Platform System Slowness** **Root Cause Analysis** **Date & Time** Issue Found: 06 Sep 2024 1630 SGT Issue Resolved: 06 Sep 2024 1715 SGT **Issue Details** On 6 Sep 2024, our software platform experienced slowness, impacting the user experience. The root cause was identified as a database query taking longer than expected to complete. **Root Cause** The slowness was traced back to an inefficient database query that took longer than expected to complete. This caused delays in the system’s ability to process user requests in a timely manner. **Corrective Action** ·      The problematic database query was reviewed and optimized to reduce execution time. ·      Post-optimization, the system’s performance returned to expected levels. **Preventive Action** Monitoring tools have been put in place to proactively identify and address any future performance issues related to database queries.

Cargobase Platform experienced slowness on 6th September 2024 4:30 pm SGT. The issue is resolved at 5:15 pm SGT. We are investigating the root cause.

Platform System Slowness Root Cause Analysis Date & Time Issue Found 20 June 2024 1700 SGT Issue Resolved 20 June 2024 1945 SGT Issue Details Ticket ID: 2877820229 System performance impacted due to “Quote At Risk of Cancel” Widget Root Cause The "Quote At Risk of Cancel" Widget accesses a large amount of data in our database. As the database grows, this process takes longer and slows down other tasks, leading to increased load on the database and causing the platform to slow down. Corrective Action To address this, we have temporarily disabled the “Quote At Risk of Cancel” Widget for Provider users. We are currently investigating the performance issue and will re-enable the widget once we have resolved the problem. Preventive Action We have improved our performance monitoring for the Cargobase Platform to ensure we can take prompt action and resolve any slowdowns quickly.

A early morning deployment went wrong, causing the platform to be down for 20 minutes. This was outside working hours for most users.

This incident has been resolved.

The issue has been resolved and monitoring has been going on for a while. There might be a situation where certain updates are not being displayed still in the mobile apps, however; this should be sporadically and a solution is underway.

The root cause appears to have been found, and relates to a mismatch between values in a tracking system and an internal system that generates updates. A solution is expected within the next 20 minutes.

Some users might experience an issue with not seeing all tracking updates. This issue is being investigated at the moment.

This incident has been resolved.

A fix has been implemented - all tracking updates should be back to normal. Some users might have received a large number of updates at the same time, this is the result of clearing a 'queue' of updates. We are investigating if any updates might have been left behind, we will also continue to monitor the situation.

Some users have reported not receiving the automated mile-stone updates they expect. We are aware of this issue, and are investigating the root cause.

The issue has been resolved.

A fix has been implemented, we are now monitoring the effect. All approvers should see the 'Approval request' option once again, if not; please refresh the screen.

Some users are reporting not having the 'Approval request' option when trying to approve specific quote requests, we are investigating how to resolve this quickly. As a temporary workaround, we advise all approvers to install the 'Cargobase - On The Go' app from either the Apple App Store or Google Play Store. Approvals can be granted easily via the app. Another workaround, is to navigate to the specific quote request via the universal search, or via the 'Requests' section of the platform. Opening a request will navigate you to the approval steps.

This incident has been resolved.

We are currently investigating this issue.

The issue is now considered closed.

We are continuing to monitor for any further issues.

The problem should now have been resolved - if your experience issues in receiving message, please reach out to support@cargobase.com

An issue has been identified with e-mail delivery from Cargobase to certain mailservers that rely on Microsoft. Some Cargobase mails are rejected. We are working to remove this blockage, but at this moment we do not have a specified end time. Please ensure you refresh the platform frequently if you are awaiting certain updates.

The issue has now been resolved.

Due to network issues at our cloud provider, some users are experiencing issues logging in. We are investigating how to quickly resolve this issue.

This incident has been resolved.

We have identified a root cause to this profile issue and are performing a final quality inspection before pushing it to production.

We are continuing to investigate this issue.

There is an issue with certain user profiles, which forces these accounts to perform a very frequent password reset. We are investigating at this moment how to resolve this issue quickly and permanently. Our sincerest apologies for the inconvenience.

The incident is now considered resolved. Apologies for any inconvenience this might have caused.

We are continuing to monitor for any further issues.

The issue should now be resolved for all - but we will continue to monitor the situation.

All traffic should have recovered at this moment - please contact support@cargobase.com if you continue to experience service interruptions.

We are continuing to investigate this issue.

We are currently investigating reports that certain users in Europe and parts of Asia are experiencing issues in reaching the Cargobase platform.

During final release validation, a minor issue was uncovered. The root cause has been identified and the issue is solved - but due to stringent quality control, we will postpone the release to later today, or the morning of October 11th.

This issue was isolated to a few individual users client side.

This issue appears to be related to specific client caching issues. If you are experiencing something similar, ensure you clear your browser cache.

Some users are experiencing issues in following links in email notifications. We are investigating as we speak.

The incident has been resolved.

It seems that some users are experiencing compatibility issues when using internet explorer. We are investigating at the moment. In the meantime, we recommend using either Google Chrome or Apple Safari.

The issue has been identified, and the problems should now be resolved. For the fastest performance, we do still recommend either Google Chrome or Apple Safari.

We are currently investigating user reports about certain pages, tables and actions not working properly. These issues seem to be limited to users on Internet Explorer. We are still investigating the root cause, but in the meantime advise all users to opt for either Google Chrome (https://www.google.com/chrome) or Apple Safari.

This incident has been resolved.

This issue has been identified and solved. We will continue to monitor for the time being.

Some users are reporting a delay in e-mail delivery. We are aware of the issue and are currently investigating.

This incident has been resolved.

a fix has been identified and will be implemented asap - the impact assessment showed that this issue only arrises in cases of 'older' draft e-mails, for given Provider-shipper combinations.

Some users are experiencing an issue when submitting or updating invoices, after submitting the POD. Affected users are confronted with an error message after selecting the 'Review and submit' option.

The issue appears to be resolved. Some users might be required to refresh the page they have open.

For certain users specific fields names are replaced with generic labels. If you too experience this and are unsure what data to provide, please contact support@cargobase.com.

The issue is now considered resolved. Affected e-mails were sent between 6:30 UTC and 14:00 UTC.

The root cause has been found and the issue is resolved. Some messages arriving within the next hour, could however still be affected. The problem was caused when forming the link, certain details were included in the URL that did not belong in there. We will continue to monitor for the next few hours.

It appears that some users are experiencing issues when following links to the Cargobase platform found in recent e-mail notifications. We are working on a fix right now. In the meantime, we suggest you login into the platform via https://web.cargobase.com and review any events from the Dashboard page.

Between Wednesday morning, September 5 and Monday morning, September 10, certain e-mail notifications were not sent directly to providers. This issue only affected providers in case multiple teams were invited to a single request. The issue has now been resolved.

As a result of an issue between AWS Route 53 and Google public DNS services (8.8.8.8 and 8.8.4.4) some users might experience trouble in accessing the Cargobase platform. Unfortunately this is outside of our control. A workaround is (temporarily) using alternative DNS configurations, or trying a different network to connect.