Snapshot 37731
Normalized text
Scripts and page chrome removed; this is what change detection compares.
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"body": "At about 10:31am PST on 8/12/2026 Lever Support initiated a backend data query that caused Lever hire services to encounter an out of memory error.\n\nThe result of this caused site degradation and failed page loads for hire.lever.co between 10:31am - 10:46am PST. Impacted users would notice a \"500 error\" during the affected page loads. Service was restored to all users as of 10:46am PST.\n\nAt this time we are working on continued enhancements to mitigate the risk of Lever Support initiated queries triggering outages in the future.\n\nAn full RCA will be posted to this issue within 7 to 10 business days.",
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"name": "Lever Outage",
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"postmortem_body": "**Incident Summary**\n\nOn August 12, 2026, between approximately 10:31 AM and 10:45 AM PDT, the Lever platform experienced partial unavailability. During this 14-minute window, some customers were unable to access the platform, and others experienced elevated error rates for API requests.\n\n **Detection**\n\nThe issue was identified through internal monitoring. A Datadog alert for high database page faults triggered at 10:37 AM PDT, notifying the engineering team. This allowed responders to isolate the specific database nodes experiencing high load and identify the responsible operations.\n\n **Root Cause**\n\nThe incident was triggered by a safety mechanism within an internal administrative tool designed to prevent expensive database queries. When an operator searched for unindexed data, this safety check requested a \"plan\" from the database to see if the query was safe to run. However, because the data was unindexed, the database attempted to evaluate every possible retrieval method, resulting in the same large account being scanned 11 times for a single request. These diagnostic checks bypassed standard time limits, consuming the database read capacity required for normal customer traffic.\n\n **Resolution**\n\nEngineering teams identified and terminated the long-running diagnostic operations, which immediately restored database performance and platform stability. Following the cleanup, a database-level safeguard was applied to force these specific queries into a single, efficient path, preventing the database from attempting multiple expensive scans in the future.\n\n **Preventative Measures**\n\n* **Redesigning Safety Checks:** We are replacing the current diagnostic method with a new system that verifies query safety by inspecting database definitions directly, eliminating the need to run expensive tests on live data.\n* **Advanced Alerting**: We are implementing new monitoring for database read churn and long-running operations to detect and resolve similar issues before they affect customers.\n* **Enhanced Logging:** We are improving internal audit logs to ensure faster identification and attribution of administrative database activity.\n* Database Optimization: We are adding new indexes to properly support these search patterns, ensuring they are inherently efficient.",
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"body": "Maintenance will begin as scheduled in 60 minutes.",
"created_at": "2026-08-11T19:30:08.670-07:00",
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"body": "We will be performing upgrades on our Lever Production (US) cluster starting at 8:30 PM PDT on August 11th. The maintenance window is expected to last approximately 8 hours, during which users may experience intermittent availability",
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"body": "The scheduled maintenance has been completed.",
"created_at": "2026-08-10T03:30:18.142-07:00",
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"id": "ytk8bvj4sl5w",
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"created_at": "2026-08-09T22:30:07.639-07:00",
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"created_at": "2026-08-07T07:33:34.077-07:00",
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"body": "We will be performing upgrades on our Lever Production cluster starting at 10:30 PM PDT on August 9th. The maintenance window is expected to last approximately 5 hours, during which users may experience intermittent availability.",
"created_at": "2026-08-07T06:58:23.392-07:00",
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"description": null,
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"name": "Communication \u0026 eSignature",
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"created_at": "2026-08-07T09:38:25.426-07:00",
"id": "88p9dsklfddq",
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"body": "This incident has been resolved. The document converter is now processing in real time. Offers are sending with no delay and all document previews in Lever should be visible.\n\nAn RCA will be available within 7-10 business days.",
"created_at": "2026-08-07T15:29:28.702-07:00",
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"body": "A fix has been implement to immediately fallback to an alternate document converter after offer document conversions are stuck for a period of time.\n\nWe are currently processing through a backlog of offer sends and we expect the backlog processing to take around one to two hours. Users may notice a delay sending offers, but offer documents should send successfully.\n\nAny document (resumes, offers, etc.) image previews may show loading failures while the backlog processing catches up to real time.\n\nWe are continuing to actively monitor the document previewer and Adobe PDF Services API outage.",
"created_at": "2026-08-07T14:29:46.768-07:00",
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"id": "7t8qfbsjsf67",
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"body": "We found that our Fallback document converter in case of an Adobe PDF Services API outage is not working as expected. We are working on a fix to implement an immediate fallback document converter to prevent failed/stuck offer sends in cases of an Adobe PDF Services API outage.\n\nNext update: 4pm PST/PDT or earlier\n\nFor the most up to date status on the Adobe API outage follow: https://status.adobe.com/products/503500/202608070024",
"created_at": "2026-08-07T13:28:26.092-07:00",
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"id": "m96b4j4mpc37",
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"status": "identified",
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"body": "Update — Offer Letter Sending Disrupted \n\nIssue: We've identified that this disruption is broader than initially scoped. The Adobe outage is impacting our PDF conversion process, which all offer letters — regardless of e-signature provider (Adobe Sign, DocuSign, or Native eSignature) — depend on to generate the final document. \n\nCustomer Impact: All customers are currently unable to send offer letters successfully. This is no longer limited to Adobe Sign integration users. Recruiters attempting to generate or send an offer letter may see failures or delays regardless of which e-signature method is configured on their account.\n\nStatus: Investigating.",
"created_at": "2026-08-07T10:11:08.921-07:00",
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"body": "Issue: We are aware of an active outage with Adobe Sign, a third-party e-signature provider. This is affecting Lever customers who use the Adobe Sign integration.\n\nCustomer Impact: Recruiters may be unable to generate or send offer letters for e-signature via Adobe Sign. Candidates with pending Adobe Sign requests may be unable to sign at this time. Customers using DocuSign and all other Lever functionality are unaffected.\n\nStatus: Investigating. This is an upstream issue with Adobe; we are monitoring and will update as Adobe provides more information.\n\nFor direct updates from Adobe, see their status page at https://status.adobe.com/",
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"metadata": {},
"monitoring_at": "2026-08-07T14:29:46.768-07:00",
"name": "Offer Letter Conversion outage",
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"postmortem_body": "**Incident Summary**\n\nOn August 7, 2026, between approximately 6:00 AM and 5:30 PM ET, some customers were unable to send offer letters, and some document and resume previews failed to generate. Files uploaded successfully; only the step that converts them into a viewable PDF or preview failed. No data was lost.\n\n **Detection**\n\nIdentified on August 7 at approximately 11:47 AM ET following customer reports to our Support team.\n\n**Root Cause**\n\nA third-party service we use to convert documents into PDFs experienced an outage lasting most of the day. During it, the service accepted conversion requests but never completed them. Our system is designed to switch to a backup conversion method when that service reports a failure — but because these requests neither succeeded nor failed, they simply waited, and the backup was never used. Each waiting request also occupied one of a limited number of conversion slots, so delays spread to other documents.\n\n **Resolution**\n\nWe added a strict overall time limit to document conversions: if the third-party service does not finish within that window, we stop waiting and convert the document using our own backup method instead. We also corrected a related defect that had prevented the backup from being used reliably. Both fixes were released to production on the afternoon of August 7, while the third-party outage was still ongoing, and conversion success rates returned to normal levels the following day.\n\nWe then re-processed the documents that had failed to convert during the outage. \n\n**Preventative Measures**\n\n· We fixed a defect that had prevented this service's health measurements from reaching our monitoring system and are adding alerts on the document conversion failure rate, so issues like this are detected automatically and quickly, rather than through customer reports.\n\n· The new time limit can be adjusted without a code release, and we are documenting a procedure to route all conversions away from the third-party service during a vendor outage.",
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"body": "The scheduled maintenance has been completed.",
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