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PeopleMatter API and File Process Performance Issue- 8/11/16 (Resolved)

Amy -

There is currently an issue that is impacting the file processors, the integration platform and APIs your team may be using from the PeopleMatter system.This will prevent files sent to the processor from successfully being processed and may impact certain API calls. Once corrected, we believe we should be able to reprocess any failed files or any failed API calls.

This issue is actively being looked at by our team and is a very high priority. We will provide an update to this issue by within the next 2 hours.

 

Thank you for your patience.

 

PeopleMatter Support

Comments

  • Avatar
    Amy

    Below is the most up to date information:

    PeopleMatter engineers are aware of the service issue affecting API calls for business updates and job posting and are working to mitigate the problem.

    ISSUE: Users of the API began to see intermittent errors involving timeout or dropped connection when accessing resources. Retry of the failed call is usually successful, but integrations that are more sensitive to errors during processing may require manual intervention to continue.multiple customers and internal stakeholders have reported similar intermittent issues, we believe the issue is consistent across the platform.

    Root Cause: This issue was reported the morning of 8/11 and our Engineers have verified it. There is still no data yet to point out the specific source of the issue. Investigation is ongoing into all layers of the API subsystem to determine the cause. Priority is on limiting the impact as quickly as possible.

  • Avatar
    Amy

    Update:
    Our Engineering team has taken steps to reduce the potential for restarts going forward. Additional monitoring checks have been added to more closely track responsiveness of API calls and indicate in more detail the location of issues if they continue to occur.
    Next steps - Our Development Operations team are engaged in a deep review of log/error information in order to pinpoint the source component that may be driving the occurrence of the issue. Additional monitoring is being written and log reviews are underway to determine which component of the system is generating the timeout.
    Service should continue to stabilize from here forward with minimal errors.

    We will post the next update no later than 11AM EST.

    PeopleMatter Support Team

  • Avatar
    Amy

    Update:
    There have been no new instances of this issue in 12 hours. Ongoing corrective actions are in progress and will be completed in the next few days. The system overall is stable but is under close observation while engineers complete the full set of mitigating actions that are planned.

    PeopleMatter Support Team

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