Social Post Delays in Customer Portal.
Incident Report for Yext
Postmortem

Summary

On November 16, 2021, at 9:26PM ET, we received reports of delays in the publishing of new social posts. At 10:28PM, the root cause was identified and a fix was applied. At 11:46PM ET, all outstanding social posts were confirmed to be successfully published. There was no data loss of social posts as a result of this incident.

Root Cause

A database cleanup operation performed earlier that day required the restarting of an internal social post publishing service, which had not been performed at that time. Once this service was restarted, social posts were able to publish successfully.

Remediation

We plan to improve our alerting to more quickly detect social posting delays. We also plan to perform future data cleanup operations in a way that prevents the need for service restarts.

Posted Dec 08, 2021 - 14:41 EST

Resolved
This incident is resolved.
Posted Nov 16, 2021 - 23:46 EST
Monitoring
We have remediated the issue, and are processing the delayed data. We will continue to monitor the situation.
Posted Nov 16, 2021 - 22:39 EST
Identified
We have identified the issue and are working on remediation.
Posted Nov 16, 2021 - 22:28 EST
Investigating
We are investigating reports of delays in social posts in the Customer Portal.
Posted Nov 16, 2021 - 22:07 EST
This incident affected: Customer Portal and Platform API (Knowledge and Administrative).