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Incident Details

Merchants experiencing errors when accessing multiple areas of Shopify

What happened?

Between 19:49 PM and 20:06 PM UTC on May 6, 2024 one of our edge networking providers, Cloudflare performed changes to how they route traffic to Shopify. These changes were intended to align Shopify’s storefronts configuration to their latest standard. As a result of these changes, we observed a partial traffic loss and errors that merchants and users saw Shopify-wide. Internal alerts notified us, and we immediately reached out to Cloudflare.

Due to the traffic loss, our systems automatically scaled down. In order to prepare for the traffic to suddenly return once Cloudflare reverted their change, we subsequently began to scale up our systems. Seven minutes after this incident began, Cloudflare reverted their change and we were not yet fully scaled up to accommodate the new traffic. This temporary lack of capacity caused an additional ten minutes of downtime while our system responded.

Shopify is taking the following remediation steps to ensure our systems respond in more resilient ways such as minimizing impact and reducing the duration of the incident :

- Improve our automated scaling responses to a significant drop in traffic to ensure that we’re not overwhelmed when that traffic suddenly returns.
- Improve our processes and partnership with Cloudflare in order to make responding to incidents faster and more effective.
- Enhance the routing and escalation of our internal alerts for edge network outages to alert us of similar misconfigurations.
- Isolate more of our services from this type of interruption in the future.

Events

  • May 06, 2024 at 23:43 pm

    Please see description for event summary and timeline postmortem.

  • May 06, 2024 at 20:28 pm

    Between 19:54 UTC - 20:04 UTC, we experienced errors affecting multiple areas of Shopify. These errors recovered at 20:04 UTC which resolved the issue. The monitoring period for this issue has ended and no further impact has been observed.

  • May 06, 2024 at 20:17 pm

    The issue has been resolved and Shopify Admin and storefronts working normally.

  • May 06, 2024 at 20:06 pm

    We are seeing recovery from errors. We continue to investigate the issue. We will continue to keep updating as frequently as possible.

Status

Postmortem

Areas affected

  • Admin

  • Checkout

  • Reports and Dashboards

  • Storefront

  • API & Mobile

  • Third party services

  • Point of sale

  • Oxygen

Start

May 06, 2024 at 20:00 pm

End

May 09, 2024 at 12:10 pm