Major incident involving all services and platforms.
Start time 10:00 AM CEST Resolved: 6:00 PM CEST Duration: 8 Hours Impacted services: Video Player, Data Services and Access, API, Connected Platforms, Integrations Severity: High Performance Impact: All services experienced either a significant slowdown in availability and performance and or complete denial of service as well as timed out requests.
We experienced a prolonged service interruption due to an issue on our load balancer server. This server is responsible for securely routing traffic to our infrastructure. A misconfiguration prevented secure connections from being reused efficiently, leading to high CPU usage and, eventually, timeouts and failures in serving content.
Resolution involved: Restarting all services to reinitialize the secure session cache Configuration limits and other adjustments to support more concurrent connections in the future Revalidation of SSL session reuse and performance optimizations were working as intended
What we are doing to make sure this doesn't happen again: We will be upgrading our load balancing infrastructure to a more modern version with better observability and performance control. In addition to that we will also be improving our monitoring to detect this type of issue earlier and review configuration and system resource limits to ensure they align with expected traffic levels.
We thank you for your patience and sincerely apologize for the disruption this caused. Reliability is our top priority, and we’re committed to strengthening our systems to avoid similar issues in the future.
If you have any questions, feel free to reach out to our support team.