System slowness and error screens
Update - We are continuing to monitor the system status closely, and have not seen a repeat of the slowness and error pages experienced this week. Our teams are keeping a close eye on system performance and we’ve refined internal alerting to ensure we can respond promptly, but please do reach out to us if you’ve any concerns. You can continue using your system as normal in this time.
Oct 12, 2024 - 14:59 BST
Update - On Wednesday 9 October, from 09:55 BST / 04:55 EDT - 12:15 BST / 07:15 EDT, we received internal alerts of slowness across the system, and reports from system users that they were receiving error pages. This occurred again on Thursday 10 October, from 11:00 BST / 06:00 EDT - 11:45 BST / 06:45 EDT.

We’ve not since seen a recurrence of the problems experienced this week, and we’re continuing to investigate the root cause of the issues. We are monitoring system status closely and this monitoring will continue over the weekend. You can continue using your system as normal in this time; there is no need to limit activity or access.

We’ve received some questions asking whether these errors are related to system load or security - and the answer to both of these is no. We’ve identified the issue as being related to the communication between, and/or functioning of, two key infrastructure components. As the root cause of this is still unknown, there remains a possibility that these errors and behaviours may reoccur.

As this is a long-running problem with a complex investigation, we are in an extended monitoring phase, to ensure we can fully ascertain the cause and prevent any recurrences of the issue. We appreciate this will have had an impact on some of your operations this week and would like to thank you for your patience as we work to resolve this.
Oct 11, 2024 - 16:00 BST
Update - System speeds and behaviour have returned to normal, but we’re continuing to monitor its status closely. We’ve received some questions asking whether these errors are related to system load or security - and the answer to both of these is no. We’ve identified the issue as being related to the communication between, and/or functioning of, two key infrastructure components. As the root cause of this is still unknown, there remains a possibility that these errors and behaviour may reoccur. However, please be assured that we have engineers actively working to understand the root cause and are proactively monitoring the system
Oct 10, 2024 - 12:38 BST
Monitoring - We are continuing to monitor the system, but have seen system speeds to return to normal.
Oct 10, 2024 - 11:51 BST
Identified - We are seeing the system stabilise and speeds return to normal. We are continuing to closely look at this.
Oct 10, 2024 - 11:43 BST
Investigating - We are currently investigating reports of system slowness and error screens, both in your system and on websites.

We are treating this as a priority and investigating all channels.
Oct 10, 2024 - 11:33 BST

About This Site

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If you're experiencing something that isn't on this page, get in touch:

support@spektrix.com
UK & Ireland: 020 7183 3586
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Uptime over the past 90 days. View historical uptime.
Spektrix System ? Operational
90 days ago
99.93 % uptime
Today
UK and Ireland ? Operational
90 days ago
99.93 % uptime
Today
US and Canada ? Operational
90 days ago
99.93 % uptime
Today
Payments Processing ? Operational
90 days ago
99.99 % uptime
Today
Opayo (formerly SagePay) ? Operational
90 days ago
100.0 % uptime
Today
Spektrix Payments (Adyen) ? Operational
90 days ago
99.99 % uptime
Today
Worldpay (formerly Vantiv) ? Operational
90 days ago
99.99 % uptime
Today
Authorize.Net ? Operational
90 days ago
100.0 % uptime
Today
Moneris ? Operational
90 days ago
99.99 % uptime
Today
PayPal Operational
90 days ago
100.0 % uptime
Today
dotdigital ? Operational
90 days ago
100.0 % uptime
Today
Spektrix Link ? Operational
90 days ago
99.98 % uptime
Today
Support Services Operational
90 days ago
99.98 % uptime
Today
Support Centre and support@spektrix.com ? Operational
90 days ago
100.0 % uptime
Today
Phone Service - UK/Ireland ? Operational
90 days ago
99.97 % uptime
Today
Phone Service - North America ? Operational
90 days ago
99.97 % uptime
Today
APIs ? Operational
90 days ago
99.98 % uptime
Today
APIs - UK and Ireland ? Operational
90 days ago
99.98 % uptime
Today
APIs - US and Canada ? Operational
90 days ago
99.98 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Past Incidents
Oct 13, 2024

No incidents reported today.

Oct 12, 2024

Unresolved incident: System slowness and error screens.

Oct 11, 2024
Oct 10, 2024
Oct 9, 2024
System slowness and error screens
Resolved - After a period of close monitoring and root cause analysis, we are happy to consider this fully resolved. All aspects of the system have been fully stable since c. 12:15 BST / 07:15 EST / 04:15 PT.

At around 09:55 BST / 04:55 EST / 01:55 PT we first received internal alerts of slowness across the system. We also began to receive reports from system users that they were receiving error pages, and customers online would have experienced similar issues when browsing Spektrix-powered websites.

Shortly after this point, we were able to identify a broad area of our infrastructure relating to memory storage that was returning errors. Our work focused on this area throughout whilst we also investigated a range of other potential causes of the problem.
This initial period of investigation took around an hour - during this time period we were able to implement mitigations to try and rectify this, but we could see the core problem was still occurring. During this time there were periods were the system was more useable than others, and the amount of error pages and slowness experienced will have varied.

At approximately 11:30 / 06:30 / 03:30 we were able to fully isolate the part of the infrastructure within the above memory storage area that was causing the largest amount of impact. This was an internal part of our systems that was unrelated to any other system or user activity. Once we implemented a fix to resolve this shortly afterwards, system errors began to rapidly decrease. By 11:50 / 06:50 / 03:50 impact on regular system usage would have been minimal, and by 12:15 / 07:15 / 04:15 errors related to this area were completely eliminated.

As this was a long-running problem with a complex investigation, we then moved into an extended monitoring phase, so we could fully ascertain the cause and ensure that steps were in place to prevent any recurrences of the issue. We appreciate this will have had a significant impact on your operations today and would like to thank you for your patience as we worked to resolve this.

As always after any system issue of this scale we will reflect internally and make improvements to both our system health and our communications process. If you have any feedback you would like to share, or would like to discuss this issue in any more detail with us, please reach out to us at support@spektrix.com.
Oct 9, 17:12 BST
Update - We are continuing to stay in a monitoring phase as we undertake further root cause analysis. We are still seeing that the part of infrastructure that had issues earlier is stable, and we aren't anticipating any further slowness or outages. We should be in a position to fully resolve this status page shortly, and at this point we will share more information on the problems you experienced today, including a more detailed timeline.
Oct 9, 14:44 BST
Monitoring - After further work we can see that the number of errors you are seeing has vastly reduced - you should no longer have any issues accessing or using the system, and customers online will also be able to checkout successfully without any problems. We are continuing to monitor for any further issues or recurrences of the problem. Thanks for your patience as we worked through this issue today.
Oct 9, 12:41 BST
Identified - We are again seeing that action we are taking is reducing the number of errors that you are experiencing currently. We're still investigating and monitoring our changes and taking further action to continue this positive trend. Updates will continue as we work through this.
Oct 9, 11:57 BST
Update - We are seeing error messages continue to happen as part of normal clicking around the system, and this behaviour will also be apparent for customers online as well. We are still doing work to understand the cause of this problem - we have identified the part of our infrastructure that is causing issues and are focusing our efforts on this area. We will continue to update here at regular intervals.
Oct 9, 11:31 BST
Investigating - We're seeing instances of errors increase again. We're continuing to explore all avenues to resolve this as quickly as possible.
Oct 9, 11:03 BST
Identified - The work we are doing is continuing to show signs of improvements. Whilst both users and end-customers may still see errors, we are seeing the frequency of these errors continue to decrease. We will continue to update you as we work to resolve this fully.
Oct 9, 10:53 BST
Update - We are still working on investigating this issue. We have taken some initial actions that we believe are starting to have impact, but we are still seeing that users are getting error pages on a regular basis. We are continuing to take steps to resolve this as a priority and will update further shortly.
Oct 9, 10:37 BST
Update - We are continuing to investigate this as a priority.

This is impacting systems globally; you may experience slow loading times or green error screens within your system, and error messages on your website.
Oct 9, 10:22 BST
Investigating - We are currently investigating slowness across Spektrix systems. We have seen this since around 10am BST / 5am EDT, and are experiencing this in systems as well as on your websites.

We are investigating this as a priority.
Oct 9, 10:16 BST
Oct 8, 2024

No incidents reported.

Oct 7, 2024

No incidents reported.

Oct 6, 2024

No incidents reported.

Oct 5, 2024

No incidents reported.

Oct 4, 2024

No incidents reported.

Oct 3, 2024

No incidents reported.

Oct 2, 2024

No incidents reported.

Oct 1, 2024
Some clients experiencing system slowness
Resolved - We're happy all system speeds have returned to expected levels now. We are continuing to monitor but the fix we have implemented is in place and we can see response times are back to normal.
Oct 1, 23:59 BST
Monitoring - We believe we have identified the cause of this issue and are implementing a fix to improve system speeds.
The slowness will also be impacting websites, and you may notice queues trigger briefly before clearing, as well as slow clicks around your website.

Systems speeds have started to return to normal following the implementation of the fix. Some clients may have experienced slowness in their Spektrix system and on their website between 23:00 BST / 17:00 EDT and 23:55 BST / 17:55 EDT.

We are continuing to monitor this closely.
Oct 1, 23:01 BST
Some clients experiencing system slowness
Resolved - We're happy all system speeds have returned to expected levels now. We are continuing to monitor but the fix we have implemented is in place and we can see response times are back to normal.
Oct 1, 13:49 BST
Monitoring - Systems speeds have returned to normal following the implementation of the fix. Some clients may have experienced slowness in their Spektrix system and on their website between 12:45 BST / 07:45 EDT and 13:20 BST / 08:20 EDT.

We are continuing to monitor this closely.
Oct 1, 13:30 BST
Update - As the fix is implemented across systems, we are seeing improved click speeds and response times. This includes on websites.

We are continuing to monitor this closely as the fix is applied to all systems.
Oct 1, 13:23 BST
Update - We believe we have identified the cause of this issue and are looking to implement a fix to improve system speeds.

The slowness will also be impacting websites, and you may notice queues trigger briefly before clearing, as well as slow clicks around your website.
Oct 1, 13:12 BST
Identified - Some clients are currently experiencing system slowness, which started around 12:45 BST / 07:45 EDT.

We are currently investigating this as a priority.
Oct 1, 13:03 BST
Sep 30, 2024

No incidents reported.

Sep 29, 2024

No incidents reported.

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