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Incident Details

Error messages within admins and storefronts

What happened?

On June 5, 2024, from 18:18 UTC to 18:46 UTC, Shopify experienced an outage which impacted the performance of store admins, storefronts, and Shopify POS.

Shopify deployed an update at 18:16 UTC on June 5, which was intended to enhance the resilience of our database systems. Due to issues with this deployment, merchants and users experienced errors across Shopify.

Our automated monitors detected the errors following the deployment of the update. By 18:32 UTC, the problematic update had been identified as the root cause of the errors, and was immediately rolled back. Errors began to subside as the rollback progressed.

By 18:46 UTC, error rates had returned to baseline levels, and the related issues were noted to be resolved for most merchants. Some issues with Shopify POS were noted to persist slightly longer for some merchants.

Shopify is taking the following remediation steps to ensure our systems respond in more resilient ways, so as to minimize impact, and reduce the duration of any recurrences :
- We will increase our deployment phases to ensure we are slowing down the deployment across production, and thus minimizing any possible adverse impact.
- We will also increase the soak time between phases of deployment to ensure there is time for automated observability checks to catch errors, and halt progression.
- We will implement measures for quicker and more graceful recovery of Shopify POS.

Events

  • Jun 06, 2024 01:20 UTC

    Please see description for event summary and timeline postmortem.

  • Jun 05, 2024 18:52 UTC

    The issue impacting Shopify admins and storefronts is resolved.

  • Jun 05, 2024 18:43 UTC

    We are seeing recovery for issues on Shopify admins and storefronts. Point of sale may also have been impacted for some shops. We are continuing to monitor the situation.

Status

Postmortem

Areas affected

  • Admin

  • Storefront

  • Point of sale

Start

Jun 05, 2024 18:35 UTC

End

Jun 05, 2024 18:52 UTC