Snapshot 212343
Raw (normalized text)
Scripts and page chrome removed; this is what change detection compares.
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"body": "We are currently investigating an issue where client-hosted images are not displaying as expected in Studio, impacting product grids and creative previews for some customers.\n\nOur Engineering team is actively investigating the issue. We will provide another update within the next hour or sooner if additional information becomes available.",
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"postmortem_body": "**Postmortem**\n\n**Incident Summary**\n\nOn October 21, 2026, between 15:53 UTC and 18:20 UTC \\(11:53 AM to 2:20 PM ET\\), Capturama had trouble retrieving external images and assets while rendering content. The disruption reached our regions one after another, and each region recovered as we reversed the change.\n\nDuring this period, images pulled from customer-hosted assets may have failed to load in content rendered by Capturama.\n\nThe issue started with a routine update to the service that retrieves and caches external images. The update included a security patch that turned out to be incompatible with another software component the service depends on. That caused image requests to fail. Our standard health checks kept passing because they didn’t test image retrieval, so the problem wasn’t flagged automatically. Customer reports brought it to our engineering team.\n\n**Resolution**\n\nEngineering rolled the update back in all regions. Service was fully restored by 18:20 UTC, and the incident was then declared resolved.\n\nWe’ve also built and tested a permanent fix that removes the incompatible component. \n\n**Corrective Actions**\n\nTo keep this from happening again, we’ve added new alerts that trigger when image-retrieval traffic drops sharply.\n\nWe’re also adding health checks that confirm images load end to end, testing new builds with realistic image requests before they go live, and pausing a rollout automatically if service quality drops in any region.",
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"body": "The login issues affecting the DaVinci platform have been fully resolved. Users should now be able to log in to their accounts as normal. Please reach out to the Technical Support team if you continue to see this issue or have additional questions. A post-mortem will be published in 7 business days.",
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"body": "Our Engineering Team has deployed a fix, and all users should be able to log in to the platform. We are still monitoring and update in the next hour.",
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"body": "Our Engineering team is still investigating this issue. We will provide an update in 1 hour.",
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"body": "Users may be experiencing trouble with logging into/accessing the DaVinci platform. Our Engineering team is currently investigating. We will post an update in 1 hour.",
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"postmortem_body": "**Postmortem**\n\n**Incident Summary**\n\nOn October 13, 2026, between approximately 19:22 UTC and 22:47 UTC \\(3:22 PM–6:47 PM ET\\), some Da Vinci users were unable to log in to the platform. Users who sign in with a username and password were affected. Users who log in through single sign-on \\(SSO\\) were not. While the issue lasted, affected users were unable to build or approve campaigns.\n\nThe issue was caused by a mismatch between two changes made during the same period. A configuration update to our login and authentication service was applied on the expectation that a specific platform release was running. The platform was running an earlier release at the time, and the two were not compatible. This caused login requests to fail.\n\n**Resolution**\n\nOur Engineering team identified the mismatch and applied a fix so that the platform and the authentication configuration were compatible again. Affected users were asked to log out and log in again. Engineering then confirmed successful logins across the affected accounts and worked with Technical Support to follow up on users who continued to see errors. Service was fully restored by 22:47 UTC, after which the incident was declared resolved.\n\nNo campaign data was lost as a result of this incident.\n\n**Corrective Actions**\n\nTo prevent a similar issue, we are adding a verification step to our process. Before any change to the authentication configuration, the team will confirm that the version of the platform running in production matches the version the change depends on. We are also reviewing how we communicate which version is live following a deployment, so the information is clearer for the team making changes.\n\nWe apologize for the disruption this caused and appreciate your patience. Please reach out to the Technical Support team if you have any questions.",
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"body": "Incident Summary:\nBetween October 6, 2026 at 11:15 PM ET and October 7, 2026 at 1:30 AM ET, users experienced a disruption and period of increased latency for Studio content serving in our US East datacenter.\n\nImpact:\n\n- Studio content serving was disrupted and/or experiencing elevated latency\n- Scope limited to the US East datacenter region\n\nStatus: Resolved as of October 7, 2026 at 1:30 AM ET\n\nNext Steps:\nWe will follow up in 7 days with a post-mortem.",
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"body": "The login issues affecting the DaVinci platform have been fully resolved. Users should now be able to login into their accounts as normal. Please reach out to the Technical Support team if you continue to see this issue or have additional questions. A post-mortem will be posted within 7 business days.",
"created_at": "2026-10-06T13:02:33.177-04:00",
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"body": "Users may be experiencing trouble with logging into/accessing the DaVinci platform. Our Engineering team is currently investigating. We will post an update in 1 hour.",
"created_at": "2026-10-06T12:02:14.049-04:00",
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"name": "DaVinci - Login/Access Issues for Multiple Clients \u0026 Users",
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"postmortem_body": "**Postmortem**\n\n**Incident Summary**\n\nOn October 6, 2026, between approximately 15:27 UTC and 16:10 UTC \\(11:27 AM-12:10 PM ET\\), some Da Vinci users experienced difficulty accessing accounts on the platform. Users with access to multiple accounts or organizations received a “Permission denied” message when they tried to switch between them. Users who work in a single account were not affected.\n\nThe issue was caused by a platform update intended to improve how account information is displayed on the Users page. The update unintentionally limited the list of accounts available to some users, so the platform rejected their attempts to switch to accounts they were authorized to access. The update was released to production before our planned testing was complete, so the issue was not caught before it reached users.\n\n**Resolution**\n\nEngineering identified the cause and resolved the issue by correcting the update so that users’ full list of accounts is available again. Users were able to switch between accounts as normal once the fix was in place. The issue was resolved within approximately 40 minutes of the update reaching production.\n\n**Corrective Actions**\n\nTo reduce the likelihood of a similar issue recurring, we are strengthening our testing practices. Before changes that affect how users and accounts are retrieved are released, we will validate them against account-switching scenarios, including users with access to multiple organizations. We are also adding automated tests that confirm users can see and switch to all the accounts they are authorized to access.\n\nWe apologize for the disruption and appreciate your patience. Please reach out to the Technical Support team if you have any questions.",
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"started_at": "2026-10-06T12:02:13.923-04:00",
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"updated_at": "2026-10-14T16:54:02.325-04:00"
},
{
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"created_at": "2026-10-01T14:30:00.000-04:00",
"id": "h1sg0spq4vqf",
"impact": "none",
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"body": "On October 1, between approximately 1:30 PM and 3:30 PM EDT, we experienced an issue that caused delays with data processing and campaign scheduling for some customers. This may have resulted in campaigns taking longer than expected to process, sync, or become ready for scheduled activity.\n\nThe issue was identified and resolved, and affected services have returned to normal operation. We apologize for any disruption this may have caused.\n\nPlease contact the Technical Support team if you continue to experience any issues or have additional questions. A post-mortem will be shared within 7 business days.",
"created_at": "2026-10-02T16:01:09.141-04:00",
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"id": "6rj7fzf9tb2g",
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"status": "resolved",
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"updated_at": "2026-10-02T17:35:20.989-04:00",
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"metadata": {},
"monitoring_at": null,
"name": "Campaign Scheduling and Data Processing Delays",
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"postmortem_body": "**Incident Summary**\n\nOn October 1, 2026, between approximately 11:55 AM and 4:15 PM ET \\(15:55–20:15 UTC\\), Da Vinci experienced degraded performance in the systems that calculate campaign audience counts and process recommendation runs. Impact was most widespread between 2:25 PM and 4:15 PM ET \\(18:25–20:15 UTC\\).\n\nDuring this period, audience counts in the platform could fail to load, and recommendation runs and proof runs could fail or be delayed across multiple clients. Some users also experienced slower page load times.\n\nThe issue was triggered by an unusually demanding audience request that took far longer than expected to complete. When these requests timed out in the platform, the underlying work was not stopped behind the scenes. Repeated attempts stacked up, consuming system capacity and slowing other requests, which led to additional timeouts.\n\n**Resolution**\n\nEngineering stopped the backlog of long-running requests and halted the activity that was generating them, and system performance returned to normal at approximately 4:14 PM ET \\(20:14 UTC\\) and remained stable. Affected jobs were restarted, and clients were advised to retry any failed runs. Full resolution was confirmed at approximately 6:30 PM ET \\(22:30 UTC\\).\n\n**Corrective Actions**\n\nTo reduce the likelihood of a similar issue recurring, we are implementing several improvements. We are adding maximum run-time limits so that requests are automatically cancelled once they time out, rather than continuing in the background. We are also adding earlier alerting for system capacity strain and growing job backlogs, so issues can be identified before they affect clients.\n\nIn addition, we are improving the experience in the platform so that users receive a clear message when an audience count cannot be completed, rather than repeatedly retrying. We are also optimizing the type of audience request that triggered this incident.",
"postmortem_body_last_updated_at": "2026-10-14T17:12:02.465-04:00",
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"updated_at": "2026-10-14T17:12:08.534-04:00"
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{
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{
"created_at": "2023-05-12T06:48:23.377-04:00",
"description": null,
"group_id": "v6s6y1qs6vqn",
"id": "mhxbr3z6wp29",
"name": "Link Redirect",
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"position": 4,
"showcase": false,
"start_date": "2023-05-11T00:00:00.000-04:00",
"status": "operational",
"updated_at": "2026-07-30T18:49:27.080-04:00"
}
],
"created_at": "2026-07-30T17:36:16.953-04:00",
"id": "tkqfm2rf7tq6",
"impact": "minor",
"impact_override": null,
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{
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{
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"name": "Da Vinci - Link Redirect",
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"body": "The updated security certificate has been deployed, and Da Vinci click-through links are now functioning as expected.\n\nPlease reach out to the Technical Support team if you continue to experience issues or have additional questions. A post-mortem will be shared within 7 business days.",
"created_at": "2026-07-30T18:49:27.106-04:00",
"custom_tweet": null,
"deliver_notifications": true,
"display_at": "2026-07-30T18:49:27.106-04:00",
"id": "tnj550jdkv6y",
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"status": "resolved",
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{
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{
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"name": "Da Vinci - Link Redirect",
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"body": "We are investigating an issue impacting Da Vinci click-through links due to an expired security certificate. Our Engineering team is actively working to resolve the issue and will provide an update as soon as more information is available.",
"created_at": "2026-07-30T17:36:17.026-04:00",
"custom_tweet": null,
"deliver_notifications": true,
"display_at": "2026-07-30T17:36:17.026-04:00",
"id": "llv7by4d957w",
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"status": "investigating",
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"metadata": {},
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"name": "Da Vinci - Click-Through Links Experiencing Certificate Errors",
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"postmortem_body": "## Incident Summary\n\nOn July 30, 2026, between 20:13 UTC and 21:54 UTC \\(4:13 PM–5:54 PM ET\\), Da Vinci experienced an interruption affecting HTTPS traffic on the `coherentpath.link` tracking domain.\n\nDuring this period, recipients clicking links in proof or production emails could encounter a browser security warning indicating that the site's security certificate had expired. Users generating or proofing campaigns that relied on the affected tracking domain could also experience the same error. Click and open events initiated during the incident were unable to reach Da Vinci's tracking service and therefore were not recorded.\n\nThe issue was caused by the expiration of the TLS certificate serving `coherentpath.link` before a replacement certificate could be successfully provisioned. The renewal process was blocked because the certificate configuration still included domains associated with previously off-boarded clients. Since those domains no longer resolved to the production infrastructure, Google's managed certificate service was unable to issue the replacement certificate before the existing certificate expired.\n\nThe issue was limited to HTTPS traffic. The underlying application and HTTP endpoint remained available throughout the incident.\n\n## Resolution\n\nEngineering restored service by removing obsolete client domains from the certificate configuration and updating the production infrastructure to use a valid certificate while a replacement managed certificate was provisioned.\n\nOnce the updated certificate was deployed, the team validated HTTPS connectivity across the affected environments and re-synchronized impacted creatives to regenerate valid tracking links.Service was fully restored by 21:54 UTC, after which the incident was declared resolved.\n\n## Corrective Actions\n\nTo reduce the likelihood of a similar issue recurring, we are implementing several improvements to certificate and infrastructure management.We are adding proactive monitoring to alert on upcoming certificate expirations at least 14 days in advance, as well as alerts for managed certificate provisioning failures so renewal issues can be identified before they impact production.\n\nWe are also strengthening the client off-boarding process to ensure retired domains are removed from both ingress configuration and certificate definitions as part of the standard workflow.\n\nIn addition, production load-balancing resources will be brought under infrastructure-as-code management to reduce configuration drift and simplify future incident response. Monitoring around domain health, certificate status, and production routing will also be expanded to improve detection and diagnosis of similar issues.",
"postmortem_body_last_updated_at": "2026-07-31T16:45:31.208-04:00",
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{
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"description": null,
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"start_date": "2023-05-11T00:00:00.000-04:00",
"status": "operational",
"updated_at": "2026-07-23T09:55:07.019-04:00"
}
],
"created_at": "2026-07-23T08:50:53.354-04:00",
"id": "5y9n8kss19rb",
"impact": "major",
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{
"affected_components": [
{
"code": "123vjb9bvhsz",
"name": "Studio - Web App",
"new_status": "operational",
"old_status": "partial_outage"
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],
"body": "This incident has been resolved by our engineering team. All services have been restored and users are able to access Studio again.",
"created_at": "2026-07-23T09:55:07.052-04:00",
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"id": "87r752c1ssdr",
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"body": "The issue has been identified by our Engineering team and a fix will be implemented shortly",
"created_at": "2026-07-23T09:33:03.647-04:00",
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"id": "7nb2cw9m6bw5",
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{
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"body": "Users may be experiencing trouble with logging into/accessing the Studio platform. Our Engineering team is currently investigating. We will post an update in 1 hour.",
"created_at": "2026-07-23T08:50:53.451-04:00",
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"id": "k5h3jskh48ny",
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"status": "investigating",
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"name": "Studio - Login/Access Issues for Multiple Clients \u0026 Users",
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"postmortem_body": "**Incident Summary** \nOn July 23, 2026, between approximately 4:15 AM and 9:23 AM EDT \\(08:15 to 13:23 UTC\\), a large number of Studio users could not log in or reach the platform. The problem affected multiple customer accounts and every login method, including single sign-on. \nThe issue began when Auth0, our login provider, changed how it connects to Studio, and our system wasn’t updated to recognize the change, so sign-ins were blocked. Our monitoring didn’t catch it automatically, and we first learned of it from customer reports. \n**Resolution** \nOur Engineering team found the cause and updated the approved address list. The first two updates did not take effect because of configuration mistakes on our end, which lengthened the outage. The third update worked, and we verified that logins were back to normal and that users could once again access Studio. \n**Corrective Actions**\n\n* Making our approved address list easier to manage reliably, so that a formatting mistake can’t quietly cause failures.\n* Adding monitoring and alerts that notify us within minutes of a rise in login failures, rather than depending on customer reports.\n* Documenting the update procedure and requiring a verification step before any change is considered complete.\n* Assigning a clear owner and process for reviewing advance notices from third-party providers, including Auth0.\n\nWe apologize for the disruption and for how long it took to resolve. If you have questions or are still seeing login issues, please contact Movable Ink Support.",
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"started_at": "2026-07-23T08:50:53.341-04:00",
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"created_at": "2026-06-28T23:11:00.000-04:00",
"id": "drd3x2w18jcj",
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"body": "Between 11:11 PM ET on June 28, 2026 and 12:04 AM ET on June 29, 2026, Studio experienced a content serving disruption affecting requests routed through our US-East region. Requests routed through our EU or US-West regions were unaffected and completed normally.\n\nOur Engineering team has confirmed that content serving has fully recovered and the platform is operating normally.\n\nPlease reach out to the Technical Support team if you continue to see this issue or have additional questions. A post-mortem will be posted within 7 business days.",
"created_at": "2026-06-29T10:46:26.148-04:00",
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}