Is Ordergroove Down Right Now? Check if there is a current outage ongoing.

We are experiencing some connectivity issues related to our cloud hosting provider. We are investigating this incident and will provide further updates as soon as they become available.

We have completed the main recovery efforts related to this incident. The small amount of previously affected recurring orders are starting to flow through the placement process.

All valid Shopify events have been replayed successfully. We are now entering the next and final phase of the recovery effort. There is a small number of recurring orders that were impacted by this issue which will be retried over the next 24-48 hour period. We are taking extra precautionary measures to ensure that we only retry orders which were not properly processed by Shopify. No action needs to be taken and we will provide a final update once the task is completed by our team.

All of the services have recovered and message delivery is back to normal. We are in the process of replaying any missed transactions. No action needs to be taken, our team will make sure all events will be reprocessed. We will provide further updates as progress is made.

We have identified an issue related to internal systems that process Shopify events from 03/06/2025 4PM EST and until 03/07/2025 9AM EST. The underlying issue has been resolved and we are actively investigating all impacted areas that require manual intervention. No action needs to be taken, our team will make sure all events will be reprocessed. Areas impacted: - Increase in recurring order placement retry attempts due to connection errors - Delayed delivery of events and updates tied to certain customer actions such as change of frequency or payment updates Next Steps: - We are working diligently to ensure that all delayed events are being processed - We are reviewing all potentially impacted recurring orders to ensure proper placement We will provide further updates throughout the day

The incident has been resolved and the backlog has been entirely processed. We apologize for the delay in processing subscription creations, we have identified multiple steps to prevent this incident from happening again and we will prioritize those items to prevent any reoccurrence.

The issue has been identified and a fix is being implemented.

We have identified a delay in our subscription creation processing due to higher volume than usual. We are looking into this and scaling up our infrastructure in order to process subscriptions in the queue faster.

This incident has been resolved.

The delay is now down to under 30 minutes and the system is churning through the backlog of requests. We are still actively monitoring this delay.

We noticed a delay of up to 1 hour for tasks that were submitted between 12.30 PM and 1.30 PM ET. We are actively working on scaling up asynchronous worker to process the backlog of subscription creation requests.

The queue has been fully caught up and all subscriptions were processed with some delays.

We received an increased volume in the subscription creation queue in multiple waves throughout the day. All the requests are queued and are being processed continuously still. We are monitoring this very closely.

We are pleased to inform you that the incident affecting the loading of analytics data has been successfully resolved. Analytics services are now operating as expected for all merchants. Users who are currently logged in to the Ordergroove Dashboard may need to log out and then log back in to ensure visibility of the analytics data. Should you encounter any further issues or have any questions, please do not hesitate to reach out to our support team (support@ordergroove.com)

We are currently experiencing an issue impacting the loading of analytics data for some users on our Dashboard. Our team is taking immediate steps to restore normal functionality. We will provide further updates as soon as the issue is fully addressed.

The incident has been resolved

We are experiencing a slight delay in subscription creation. We are working through the current issue and should have it resolved shortly.

The issue has been resolved. We expect the majority of subscription data to catch up shortly. There will be a small subset of subscription data that will come through within the course of the next few hours.

We are currently investigating a delay in subscription creation for merchants on the Shopify platform

Shopify has released a fix which has addressed this issue. We are going to be running a script tomorrow to try and recover data for customers who may have been impacted during this outage.

Shopify is actively working to address this issue. We are continuing to gather more details around this issue but unfortunately at this point in time we do not have an ETA for a fix. We will continue to share updates via this page as they become available.

We are experiencing issues with syncing payment updates from Shopify to Ordergroove. Unfortunately, we have not been receiving payment method/update webhooks accurately from Shopify. Our team is actively collaborating with Shopify to address and resolve this issue promptly.

Shopify has implemented a fix for this. We are going to close this incident since we confirmed that the subscription manager is back to normal for everyone now. Feel free to check Shopify's status page or reach out to Shopify for more details on this issue. https://www.shopifystatus.com/ Thank you for your patience!

It seems that this issue has been introduced yesterday by a change on the Shopify side on the Proxy URL page. Shopify's support is aware of this issue and Shopify's team is working on it.

For Shopify merchants, the link redirects to the login page instead of the Subscription Manager. We are currently investigating and reaching out to Shopify support for more information.

The data cube has been rebuilt successfully, and all analytics data is now reporting correctly.

We are currently experiencing downtime on Analytics and Reporting cube generation on Ordergroove platform, as a result some values will not be correct. We are investigating and will update the status soon.

API was experiencing increased response time between 11:10pm - 12:00am EST on June 7, 2023

This issue has been resolved. We are working with our Business Intelligence tool to prevent this issue from happening again. Sorry for the inconvenience

The Revenue Data is incomplete and inaccurate. We are investigating this issue.

This has now been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating an issue with the order placement logs service. Our engineering team is working to identify the root cause and implement a solution. All users may be affected. We will send an additional update in 60 minutes.

Our engineers have identified the root cause of the issue and patched out a fix

We are currently investigating an issue related to the Ordergroove login on behalf of functionality.

This incident has been resolved and all the historical data is now correct. We will work with our business intelligence software to prevent this from happening again. Thank you for your patience and sorry for the inconvenience

The data is now correct again, although we are still monitoring this very closely

We are having an issue with our Business Intelligence tool that is rendering incorrect data (mainly in the Revenue tab). Data Exports are not impacted by this issue.

[https://docs.google.com/document/d/1s7cW7ULrqboPSB6nyUwXvHiAEEKH3C7kprWxUmDMcFM/edit?usp=sharing&resourcekey=0-diZW6hL0eSCQlx2IBF4kdw](https://docs.google.com/document/d/1s7cW7ULrqboPSB6nyUwXvHiAEEKH3C7kprWxUmDMcFM/edit?usp=sharing&resourcekey=0-diZW6hL0eSCQlx2IBF4kdw)

All reports with SLAs have been re-triggered in the afternoon and were successfully uploaded to the SFTP server. To avoid data duplication or tampering with some manual steps that you may have taken by generating on-demand reports in RC3, not all reports were re-triggered at this time. Please reach out to our support team if you would like us to re-trigger some of those reports, and we can certainly do that for you. The root cause for this issue has been completely resolved and reports tomorrow morning will be scheduled/generated as usual. A follow up root cause analysis will be posted on this page in the next few days with more details on what happened and what we will do to prevent this from happening again in the future. We sincerely apologize for the inconvenience and appreciate your patience through this.

We have identified the issue and we are working on re-triggering the reports that weren't delivered

Order and Subscription Reports haven't been scheduled and delivered overnight. We are investigating the issue. In the meantime, on-demand reports in RC3 are still functional and you can generate your needed reports from there directly: https://rc3.ordergroove.com/analytics/exports Thank you for your patience

This incident has been resolved.

As a result of an automated Google DNS upgrade, some of our internal DNS records aren't able to resolve, which caused degraded performance on some of our APIs. We have identified the issue, we updated the DNS and we are now monitoring the fix.

The issue has been resolved. We are now conducting an audit of previously affected orders and will be sending them through to be processed by the system.

We have found the issue and are deploying a fix to all affected systems.

This incident was marked as a partial outage for BigCommerce

We are investigating an issue related to our recurring order placement process on BigCommerce

This issue has been fully resolved and the data is now loading normally in our analytics platform. As mentioned earlier, there was no data loss as a result of this incident. The data just took longer to show up in the RC3 Analytics. Thank you for your patience and sorry for the inconvenience.

As of Dec 21, 2022 at 13:07 UTC (8:07 EST), our data streaming provider has been having issues causing some delays in the data displayed in our analytics platform. The historical data is still available but all the events after that time are not yet available in RC3. The data will be fully available as soon this issue is resolved and there will be no data loss as a result. We are monitoring this incident very closely and we will provide an update as soon as our streaming provider resolves this issue.

This issue was resolved at 4.07 PM EST. On-demand reports can be requested again within RC3 in order to receive the data reports.

On-demand Order reports in RC3 are failing to generate (starting 2.06 PM EST)

There was an increase in open connections on one of the production databases which resulted in some user's inability to access the Ordergroove app when attempting to open it from Shopify admin. Additionally, login on behalf of functionality was affected by this same issue. Our engineering team increased the connection pool and is working on a long-term adjustment to avoid this types of problem in the future.

This incident has been resolved.

A fix has been implemented and we are monitoring the results. Reports should be available again.

Some reports cannot be downloaded from https://rc3.ordergroove.com/exports/. We are currently investigating the root cause.

During a routine maintenance we have found that an older subdomain was unable to communicate with a newer service infrastructure.

Ordergroove constantly strives to deliver the best service and security to our customers. At this time, there have been no compromises or successful exploits observed in Ordergroove products and services. Should anything change, we will take appropriate remediation actions and notify any affected customers. At this time, we have no reason to believe that Ordergroove products and services were impacted by the Log4j 2 vulnerability.

We are continuing to monitor the situation and following up with our software vendors for updates. Thus far, <b>we have no reason to believe that Ordergroove has been exposed at any point by the Log4j vulnerability</b> (CVE-2021-44228) but we will take appropriate remediation actions and notify any affected customers should we identify any Ordergroove products or services that have been exploited by this vulnerability. Thanks for your patience!

Ordergroove is aware and actively following the security vulnerability in the open-source Apache “Log4j 2" utility. Log4j is a Java-based logging utility found in a wide number of software products. The CVE-2021-44228 vulnerability (aka the “Log4Shell” vulnerability) was disclosed by the Apache Log4j project. If exploited, this vulnerability could potentially allow a remote attacker to execute code on the server. Below is the full description of the CVE in the National Vulnerability Database: https://nvd.nist.gov/vuln/detail/CVE-2021-44228 When the vulnerability was publicly published on December 10, 2021, Ordergroove promptly began an audit of all our software, infrastructure, as well as engaging with our software vendors to determine potential impact. Thus far, <b>Ordergroove's platform is not exposed to this vulnerability</b>, but we continue to evaluate the impact of this vulnerability with all our software vendors. If Ordergroove becomes aware of any unauthorized access to customer data, we will notify impacted customers without undue delay. This page will be updated over the coming days as more information becomes available.

Google Cloud marked the issue with Cloud Networking as resolved as of Tuesday, 2021-11-16 11:28 US/Pacific. https://status.cloud.google.com/incidents/6PM5mNd43NbMqjCZ5REh

Google has implemented a fix for this. All services are back to normal but we are still monitoring the results.

We are continuing to investigate this issue.

All Google Cloud Load Balancers are returning 404 across all data centers. Seems to be a global issue with Google Cloud and impacts other websites like etsy.com or spotify.com. We are talking to Google Cloud about this incident.

Ordergroove is committed to providing our partners with the most reliable network environment possible for all of our services. In an effort to improve scalability, reliability, and security, we will be moving our SFTP server to a new strategic data center on the following schedule. The SFTP server and our Product Feed process will be stopped for 1 hour from 10.30 PM ET to 11.30 PM ET and our SFTP IPs will be updated. Changes may be required for some enterprise merchants, please reach out to your Account Manager for more information.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.