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This incident has been resolved.

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

We are currently investigating an issue affecting the availability of ShopWired websites and ShopWired accounts.

This issued was resolved at 13:07 UTC.

We are currently investigating an issue affecting the display of some sub-categories not appearing on parent category pages, and some products not appearing on category pages.

The cause of the issue has been identified as a hardware failure which has now been resolved.

ShopWired website loading times and website availability were adversely affected today by an incident occurring between 19.47 and 19.56. The issue appeared to be intermittent and didn't affect all visitors all of the time. Occasionally visitors may have seen 503 or 502 timeout errors. The issue appears to have resolved itself but we are investigating the root cause.

This incident has not reoccurred and the underlying cause has been resolved.

Service returned to normal at 10.57am but the underlying issue has yet been identified. We are therefore continuing to investigate the issue.

We're currently investigating an incident affecting the availability of websites.

The Google Shopping app has completed its processing and is functioning normally. This incident is now resolved.

The Google Shopping app is currently finishing off its processing of a backlog of product listing and stock sync updates to Google Merchant Center. We expect that this process will be completed by 1.00pm today (10/12/2024) after which time normal syncing times will resume. We will post a further update once the process has completed. The Veeqo app continues to function normally. No other apps were affected by this incident.

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

The Veeqo app is now functioning as normal and any delayed stock and order messages have now been processed. A fix for the Google Shopping app has also been implemented and we are monitoring results. Processing is still currently delayed.

We have identified the cause of the issue for Veeqo and have implemented a fix. Currently old stock sync and order messages are being synced and we expect normally syncing times from 2.30pm today (09/12/2024). Work continues on Google Shopping.

We are currently investigating slow processing times on the Veeqo and Google Shopping apps. The issue is affecting: - The processing of stock sync updates with Veeqo - The processing of order exports to Veeqo - The processing of all listing updates to Google Shopping (including the creation of new listings) All other apps are working normally.

All apps have now completed unprocessed activity during the performance issues.

The underlying issue has been resolved and all apps are functioning normally again from 11.18am. The apps will now begin completing activity that didn't complete during the issue. This process will take several hours. We will post an update once this has completed in full.

Our engineers are continuing to work on the fix for this issue which started at 18.00 (UK time) on Wednesday 13th November. Any activity the apps haven't completed due to the issue will be automatically completed by the apps (without manual action being necessary) once the fix has been implemented. We will post another update shortly.

We have identified an issue causing degraded service for some of ShopWired's apps. The affected apps are: Xero Kashflow Quickbooks Clearbooks CSV order exporter Our engineers are currently working on a fix.

All of ShopWired's apps have now completed all outstanding tasks.

We've received notification from Heroku that the issue has been resolved. All tasks (e.g. order export) that should have been completed by ShopWired's apps during the period will be actioned by the apps over the coming hours but this process will take some time to complete, please be patient. We are sorry for any inconvenience that this issue will cause. We will send further notification once the tasks have been completed.

A major issue affecting our hosting platform, Heroku, is affecting all of ShopWired's apps. The issue first appeared at 5.27pm (UK time) and lasted until 10.10pm on 08/10/2024. This caused degraded performance amongst ShopWired apps resulting in app pages not loading and order exporting (and other tasks performed by the apps) to be slower than normal. Unfortunately the issue has reoccured from 2.06pm (UK time) on 09/10/2024 and we are currently monitoring Heroku's status for further updates. This is a major outage at Heroku which they will be investigating Whilst the outage occurs, app pages may not load and order exporting (and other tasks performed by the apps) will be slower than normal. Once the issue has been resolved by Heroku we will provide an update. For more details please consult Heroku's own status page at https://status.heroku.com

This incident has been resolved.

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

We have identified the cause of an issue affecting the syncing of stock and price information with external sources for users of the **Stock Sync** app. The issue is currently causing a delay of updating information from external CSV sources. Our team are currently working on a fix for the issue. This is the only app affected.

This issue has now been completely resolved. All systems are performing as normal.

The issue was resolved just after 12.30pm today and we have been monitoring results. We will continue to monitor the performance.

We are currently investigating an issue causing slow response times and 503 errors across websites and admin

All errors have now been resolved and orders are now exporting successfully. If you experience any errors exporting orders to either Click & Drop or Shipstation please contact the support team at hi@shopwired.co.uk

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

We are continuing to work on a fix for this issue.

Unfortunately the issue concerning the export of orders to Royal Mail Click & Drop is persistent for some users. We have identified the source of the issue and are implementing a fix.

Order exporting has now returned to normal and we are monitoring the apps closely. Orders that failed to export during the incident will be exported automatically, we will confirm once this process is complete.

We are currently investigating an ongoing incident affecting the export of orders to Royal Mail Click & Drop and Shipstation connected to an issue with our hosts, Heroku, described at https://status.heroku.com/incidents/2678

This incident has been resolved.

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

We are currently investigating an issue causing slow response times across websites and admin.

This incident has been resolved.

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

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

We are continuing to investigate this issue.

We are investigating reports of an issue affecting some ShopWired websites that utilise Version 5 themes and the section/block system. Websites using Version 4 and earlier themes are not affect.

Our scheduled maintenance has been completed

Our scheduled maintenance is continuing

This incident has been resolved.

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

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

We are currently investigating an outage affecting ShopWired websites and platform

This incident has been resolved.

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

We are currently investigating this issue.

This incident has been resolved.

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

We have identified the cause of this issue and a fix is currently being implemented.

We are continuing to investigate this issue.

We are currently investigating reports of slow response times when using the ShopWired admin system. Some users may experience timeout errors.

Platform performance returned to normal at 11:40 and no further problems were identified. This incident has been closed.

The issue has been resolved and we are closely monitoring the performance of the platform.

We are continuing to investigate this issue.

We have identified an issue on ShopWired's platform affecting ShopWired accounts and front end websites, causing slow response times and sometimes 503 responses.

This incident has been resolved.

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

We are currently investigating an issue with front end websites and ShopWired accounts.

This incident has been resolved.

We have identified the cause of the error and are implementing a fix.

We're investigating reports concerning problems using the ShopWired admin system. Page loading times are higher than normal and some links are unresponsive.

This incident has been resolved.

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

We've identified an issue concerning import/export systems on ShopWired (affecting all systems, i.e. products, categories, delivery rates, voucher codes, gift vouchers) and the generation of reports for ShopWired Payments. We are currently implementing a fix for this issue.

At approximately 10.50pm on Saturday 4th March our engineers became aware of errors occurring on the ShopWired platform. After investigation, they found the disruption was caused by internal network/DNS issues at AWS (our hosting provider). Our engineers continued to work on the problem and at approximately 01.30am on Sunday 5th March, full service on the ShopWired platform was restored. During the disruption, some ShopWired users may have found their websites unresponsive and unable to load. The admin system may have only been sporadically available and some API services were unavailable. We are continuing to liaise with AWS to investigate the root cause of the issue.

This incident has been resolved and we are continuing to monitor websites.

We're currently investigating reports from some clients regarding domain name SSL (security) certificate errors.

This incident has been resolved.

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

We're currently investigate an issue affecting platform availability.

This incident has been resolved.

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

We are continuing to investigate the cause of this issue.

We're currently investigating reports from some customers that some visitors are unable to add products to the basket on some websites.

This incident has been resolved.

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

Our engineers are continuing to investigate the cause of this issue. We will post further updates as and when they are available.

We are continuing to investigate this issue.

We're currently investigating an issue affecting the processing of PayPal payments.

This incident has been fully resolved. The cause appears to be an undocumented change in Javascript code provided by Google Adwords for conversion tracking.

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

We are continuing to investigate this issue, but have found that only a small number of websites are affected.

We're currently investigating an issue affecting some storefront checkouts and the ability of website users to enter a shipping address.

This incident has been resolved.

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

We are investigating an issue affecting the live preview feature within the theme editor.

This incident has been resolved.

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

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

We're aware of an incident affecting the Click & Drop app and are currently investigating.

This incident has been resolved.

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

We are continuing to work on a fix for this issue.

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

We are continuing to investigate this issue.

We're currently investigating an issue preventing users from adding products to the basket.

This incident has been resolved.

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

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

We're currently investigating reports from some users that website visitors are unable to add products to the basket.

This incident is now resolved, all normal functionality has been restored.

We are aware of an issue affecting connectivity of the Instagram app. This may cause the Instagram feed on websites to not always load.

All missing data has now been recovered.

Our engineers are currently working to restore missing data and we will update this status once this has been completed.

The issue has been identified and our engineers are monitoring the fix put in place. All data should now be syncing normally. We are continuing to work on restoring missing data.

Earlier this morning, some of ShopWired's apps started to encounter difficulties in processing jobs (for example exporting orders). Our engineers are currently investigating this issue. This may have lead to a temporary loss in data (i.e. some data will not have imported or exported from a third party system). We are working to resolve this as soon as possible. Affected apps include: - Royal Mail Click & Drop (orders may not have exported) - Klaviyo & Mailerlite (new subscribers may not have exported) - Linnworks (stock may not have synced) - Printful & Printify (orders may not have exported) - Sage Business Cloud (orders may not have exported) - Unleashed & Veeqo (orders may not have exported) - Zakeke (orders may not have exported) Our engineers will work to restore all missing data. We will update this page as we have more information.

This incident has been resolved.

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

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

We are aware of a loss of service of both the ShopWired Front and Back end systems. We are investigating this issue and will update as soon as the problem has been resolved

This incident has been resolved.

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

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

We are currently investigating this issue.

We are continuing to monitor for any further issues.

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

We are aware of a loss of service of both the ShopWired Front and Back end systems. We are investigating this issue and will update as soon as the problem has been resolved.

The updates have been completed.

We are currently applying further updates to ShopWired platform

The updates have been completed.

We are currently applying a security update to ShopWired.

This incident has been resolved.

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

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

We are aware of a loss of service of both the ShopWired Front and Back end systems. We are investigating this issue and will update as soon as the problem has been resolved.

This incident has been resolved.

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

We are aware of a loss of service of both the ShopWired Front and Back end systems. We are investigating this issue and will update as soon as the problem has been resolved.

Whilst resolved, this issue continues to be under investigation. We will provide an update on this page once the investigation is complete.

For several hours this morning ShopWired's platform has been unavailable for users. This appears to have been caused by a hardware issue although we are currently investigating the underlying cause of the issue. Performance has now returned to normal and access to websites and the ShopWired admin system has been restored. We are continuing to monitor the platform to ensure similar errors do not reoccur. We will post more information once we have investigated.

This incident has been resolved.

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

We are currently experiencing an issue across the platform database architecture affecting the retrieval and storage of information. We are investigating.

All components are now operational again.

The updates for our schedule maintenance are taking a few minutes longer than anticipated. We are working to restore service asap.

This incident has been resolved.

The problem appears to have resolved and we are currently monitoring the platform.

We've identified an issue with category and product search pages. Some users might intermittently see empty category or product search pages with no products displayed. We're currently investigating.

This incident has been resolved.

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

We've identified an issue with category and product search pages. Some users might intermittently see empty category or product search pages with no products displayed. We're currently investigating.

This incident has been resolved.

We've identified an issue with category and product search pages. Some users might intermittently see empty category or product search pages with no products displayed. We're currently applying a fix.

This incident has been resolved.

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

We are investigating an issue affecting certain areas of the administration system and visibility of websites.

We have completed monitoring of affected systems and this error appears to have been caused by a network problem outside of our direct control. All systems have been fully operational since around 11am this morning.

We are investigating reports that some users are experiencing a loss of product visibility across their sites (that products are intermittently not being displayed on product search results and category pages).

Throughout April 2021, ShopWired engineers had been carrying out a number of upgrades across our platform infrastructure involving multiple servers and the software used by them as well as other third party services in use. These upgrades were completed on 29th April 2021. At around 5.57pm on 4th May 2021 our monitoring software alerted us that the platform was experiencing difficulties in serving traffic. The error became apparent following a large increase in traffic to a few websites utilising ShopWired that had product launches. During this time, some visitors to websites on the ShopWired platform will have been shown a 503 error which is an error message shown by our load balancer software when it cannot direct traffic to a web server. By around 6.30pm traffic returned to normal levels and the platform began to be able to serve all visitors normally. ShopWired engineers began investigating the errors immediately to establish the root cause. A large increase in traffic to a single website on ShopWired's network was then received on 5th May that started at around 5.56pm. As before, some visitors to websites on the ShopWired platform will have seen a 503 error. This problem lasted until around 8.45pm on 5th May at which time traffic levels returned to normal. ShopWired engineers continued to work on the problem on 6th and 7th May and implemented final fixes that rectified the underlying cause on the 7th May, identified as a software failure. The issue was difficult to identify and unfortunately only presented itself at times of peak traffic onto the platform. We have carried out load tests on the infrastructure to ensure that it is able to handle peak demand normally. ShopWired engineers will now conduct more thorough load testing after deployments to ensure reliability.

ShopWired websites and admin are now operating normally and this issue is being marked as resolved. We are continuing to investigate the underlying causes with the affected parts of our infrastructure to remedy issues for future performance.

The problem has resolved and we are currently monitoring performance.

We are experiencing slow site loading times and occasional 503 errors across websites and when using ShopWired accounts that appears to be the result of the same infrastructure issue that affected users yesterday. We are working to restore service as soon as possible.

This incident has been resolved.

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

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

We are receiving reports that users are experiencing slow site loading times and occasional 503 errors across websites and when using ShopWired accounts that appears to be the result of an infrastructure issue. We are currently investigating.

This incident has been resolved.

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

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

We are investigating an issue affecting the display of products on category pages and search results pages. The issue appears to be occurring intermittently and not all websites are affected.

This incident has been market as resolved.

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

We are investigating an intermittent issue affecting the display of products on category pages and search results.