Historical record of incidents for Shuttlerock
Report: "ShuttlerockCloud is unavailable"
Last updateThere appears to be an issue with Auth0, the application we use for authorization and authentication. Our software engineers are investigating, and we will provide more details once we have identified how to resolve the issue.
Report: "Planned Outage for Shuttlerock Cloud"
Last updateShuttlerock is undergoing scheduled maintenance.
Report: "ShuttlerockCloud Outage"
Last updateThis incident has been resolved.
Access has been restored, and ShuttlerockCloud is now fully operational again. We'll continue to monitor for a period, to ensure there's no further issues - please reach out via our support channels if you encounter any further problems.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
We've identified the issues and have worked through the causes, implementing some fixes. Majority access has now been restored to ShuttlerockCloud, but we're continuing to validate complete recovery and restoration of normal performance.
We are continuing to investigate this issue.
We are currently investigating the cause of the outage on ShuttlerockCloud.
Report: "ShuttlerockCloud outage"
Last updateThis incident has been resolved.
We've implemented fixes for the causes of the issues, and ShuttlerockCloud is now fully operational again. We'll continue to monitor things for a period, to ensure there's no further issues - please reach out via our support channels if you encounter any further problems.
We're continuing to work on resolving the issues, however we've now restored partial access to ShuttlerockCloud, with the homepage and others now reachable again. We'll post further updates here as they develop.
We've identified the causes of the issues, and are currently working towards implementing fixes. We'll keep you posted here with updates on our progress as things move forward.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "ShuttlerockCloud experiencing degraded performance"
Last updateThis incident has been resolved.
We are continuing to monitor for any problems. If you notice any unexpected issues in ShuttlerockCloud, please reach out to our support team.
A fix has been implemented and we are monitoring the results.
ShuttlerockCloud is currently experiencing degraded performance due to some unexpected software infrastructure configuration changes. The issue is currently being investigated.
Report: "SRC experiencing degraded performance"
Last updateThe issue has resolved, and the SRC is working normally again.
We are currently investigating this issue, and will let you know when it is resolved.
Report: "Service interruption - access issues"
Last updateThis incident has now been resolved.
We've fixed the network related issue and recycled the failing apps in order to restore service, and will continue to monitor for a period to ensure everything's back to normal.
Our production cluster became degraded, although it’s still unclear exactly what triggered the problem.
Some of the services in ShuttlerockCloud are currently degraded. This is causing SRC to not display project information on the homepage along with limiting access to briefs and projects. We're actively investigating this issue, and we'll post an update as soon as we discover the cause.
Report: "Revision comments not appearing on the revision app"
Last updateThis incident has been resolved.
We have identified an issue that is affecting users being able to review revision comments on the revision app. Our software engineers have identified the issue and are working on a fix. We apologise for any inconvenience, and will update you once the issues are resolved.
Report: "Unable to Sign In to ShuttlerockCloud"
Last updateThank you for your patience. The issues with Auth0 have resolved and users can now login and access ShuttlerockCloud.
There appear to be outages with Auth0. Auth0 manages the authentication and authorisation for ShuttlerockCloud. We are monitoring the Auth0 status page, and will update you when the issues have been resolved.
Report: "Ongoing issues with ShuttlerockCloud"
Last updateAfter completing a monitoring period, we're now satisfied that the issues have been resolved. Please contact us if you encounter any further problems.
We've just released a fix for the issues, and are now monitoring to make sure that this has solved the problems ShuttlerockCloud was experiencing. We'll post another update when this has been fully resolved.
ShuttlerockCloud is currently facing degraded performance - we've identified a solution which we're actively working on, and will update again when this has been resolved.
ShuttlerockCloud is working again, as we have applied a temporary fix. We will continue to monitor ShuttlerockCloud and work on a more permanant solution.
We are currently investigating reports of problems accessing pages in ShuttlerockCloud. We will let you know when these issues have been resolved.
Report: "Google sign in issue"
Last updateThis incident has been resolved.
We believe we have found the cause of the issue, and have made some configuration changes which should resolve any access problems. We will continue to monitor the situation for now, so in the meantime please let us know if you have any access issues signing into SRC with Google.
The issue has been identified and a fix is being implemented.
We’ve become aware of an issue post-release where users who use the Google option to sign into SRC may have issues accessing their account properly. We’re currently investigating the issue and will post updates as we progress.
Report: "SRC login issues when signed out"
Last updateWe have found and fixed an authentication issue that was preventing internal users from logging into ShuttlerockCloud.
Auth infrastructure wasn't successfully deployed during latest release, causing infinite redirect when attempting to login.
Report: "Issue viewing delivery pages in SRC"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We've identified the cause of the issue and are currently implementing a fix.
We’ve become aware of an issue which is currently preventing logged out users and some external users from viewing delivery pages. We’re currently investigating the issue to identify the cause and will provide updates as they come.
Report: "SRC Platform Outage"
Last updateThis incident has been resolved. As part of an infrastructure state import, the wrong ID values were imported which affected how user permissions were assigned to the user token. The infrastructure has now been updated and reapplied.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "SRC Review tool partial outage"
Last updateAfter monitoring, we can confirm the incident has now been resolved. The ShuttlerockCloud Revision application cache was not successfully invalidated across all regions post-release, and as such several regions were not able to access the revisions application within SRC. Once identified, the cache was successfully invalidated, and the application began behaving as normal again.
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 currently investigating this issue.
Report: "Browser caching issues"
Last updateThis incident has been resolved.
A fix has been rolled out which prompt users to reload and clear their cache. We are monitoring the situation.
Some users are experiencing browser caching issues that are preventing the application from loading correctly. We have identified a fix and are planning rolling this out later today. In the meantime clearing your browser cache for the cloud.shuttlerock.com site will resolve the issue
Report: "Uploading assets with Google Drive and Dropbox not working"
Last updateThe issue with our provider has been resolved. Uploading with Google Drive and Dropbox is now working.
We are continuing to monitor for any further issues.
There is an issue we’ve become aware of regarding uploading assets to briefs through Google Drive and Dropbox - currently this is not working. Uploading assets from your device is still working as normal however. Unfortunately this is out of our control and due to an issue with one of our providers, the status of which can be seen and tracked here https://status.heroku.com/incidents/2453 We’ll update you and let you know as soon as we’re aware that the issue has been resolved.
Report: "Issues with SRC Revision App"
Last updateThis incident has been resolved.
We are continuing to work on a fix for this issue.
The issue has been identified and a fix is being implemented.
We are currently investigating the cause of this issue.
Report: "SRC projects are stuck in the Production Setup state"
Last updateThis incident has been resolved.
There is an issue at the moment with the approval of briefs in the SRC. We have identified the issue and will let you know when it has resolved.
Report: "Planned Maintenance"
Last updateThis incident has been resolved.
Maintenance has concluded - apologies for any inconveniences.
We are continuing to investigate this issue.
Shuttlerock is currently down for planned maintenance. Expected to return at 1000 GMT + 12.
Report: "Facebook Login and Export Options are not working for ShuttlerockCloud"
Last updateOur permissions have been reinstated for our Facebook app. Logging in with Facebook and exporting to Facebook are now working again.
Hi everyone, we are 90% there with a fix for the Facebook login and export issue. We will be releasing our update to the SRC tomorrow morning (NZT) and we will update you again then. If you have users who have only ever signed in with Facebook, then they can 'reset their password' to set a password for the SRC and then login with their Facebook email address.
We are continuing to work on a fix for this issue.
Unfortunately the Facebook App used in Shuttlerock Cloud is preventing login and export to Facebook due to permissions being revoked. We believe it is related to an issue we found late last week where a user removes permission for ShuttlerockCloud to access their email address. We are working on a fix and hope to deploy this today.
Report: "Connectivity issues"
Last updateThis incident has been resolved, and all of our systems are operating normally.
We are currently experiencing connectivity issues due to a problem in our upstream server provider (https://status.heroku.com/). We are monitoring the situation, and will provide updates as we get them.
Report: "Planned Outage for Shuttlerock Cloud"
Last updatePlanned outage is complete. The new url for the Shuttlerock cloud is now live - https://cloud.shuttlerock.com
This is planned outage for the Shuttlerock Cloud while we transfer the application from being hosted in the USA to the EU. We will update everyone once the Shuttlerock Cloud is live again.
Report: "Issue sending invites to new users"
Last updateThe ''Send Invite Email' issue has been resolved.
Currently the option to 'Send Invite Email' when creating a new user is not working from the 'New User' page. In the interim, please use the 'Copy Invite Link' option instead when creating a new user.
Report: "Issue uploading assets to Studio Briefs"
Last updatePage should no longer become unresponsive when uploading assets to the brief.
There is currently an issue when uploading assets to the briefs, which causes the page to become unresponsive. Our developers are working on a fix at the moment, and we will update you once it has been resolved. While this issue is being resolved assets can be imported into the Studio briefs using Google Drive.
Report: "This is an example incident"
Last updateWhen your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.
Empathize with those affected and let them know everything is operating as normal.
As you continue to work through the incident, update your customers frequently.
Let your users know once a fix is in place, and keep communication clear and precise.