Platform instability

Final update

On November 12, 2024 from 8:06 AM to 10:21 PM PT, Hex customers experienced platform instability, including issues with kernel execution and site access. This disruption stemmed from an unintended effect of a recent database migration, which ultimately caused a backlog and impacted overall platform performance. Our engineering team promptly identified the root cause and took corrective actions by resetting kernels to alleviate database congestion. Once the database stabilized, we rolled back the migration change, fully restoring service by 10:21 PM PT. To prevent similar issues in the future, we are enhancing our automated tests to better validate database migrations before deployment, ensuring they don’t inadvertently impact platform reliability. Thank you for your patience and understanding.

1. Resolved · Nov 12, 19:08 UTC
   On November 12, 2024 from 8:06 AM to 10:21 PM PT, Hex customers experienced platform instability, including issues with kernel execution and site access. This disruption stemmed from an unintended effect of a recent database migration, which ultimately caused a backlog and impacted overall platform performance. Our engineering team promptly identified the root cause and took corrective actions by resetting kernels to alleviate database congestion. Once the database stabilized, we rolled back the migration change, fully restoring service by 10:21 PM PT. To prevent similar issues in the future, we are enhancing our automated tests to better validate database migrations before deployment, ensuring they don’t inadvertently impact platform reliability. Thank you for your patience and understanding.
2. Monitoring · Nov 12, 17:38 UTC
   A fix has been implemented and we are monitoring the results.
3. Investigating · Nov 12, 17:17 UTC
   We are continuing to investigate this issue.
4. Investigating · Nov 12, 16:18 UTC
   We are continuing to investigate this issue.
5. Investigating · Nov 12, 16:18 UTC
   We are currently investigating this issue.