Users hosted in the Asia region experienced downtime with their ftrack service. The outage resulted in the service being completely inaccessible for customers hosted in the Asia-Pacific region. The outage affected the service for three and a half hours.
The outage was caused by a system failure in a service managed by the cloud provider (Google). An automatic repair was initiated but failed to repair the service.
ftrack was able to work around the issue and made the service operational again. The root cause was later resolved by the cloud provider.
Google cloud platform has committed to conduct an internal investigation of this issue and make appropriate improvements to its systems to help prevent or minimize future recurrence.
ftrack will also investigate and take action to minimize the risk of cloud provider outages in the future. We will also look over our internal processes and policies to ensure information about an outage is available to our customers on our status page (status.ftrack.com) as soon as possible during an outage.
All times are in CEST.
2019-05-08 01:59 AM - Internal service failure detected.
2019-05-08 02:14 AM - ftrack service outage started.
2019-05-08 05:45 AM - ftrack service available again.
2019-05-08 10:19 AM - The root issue was resolved by the cloud provider (Google).