[UPDATED] Recent Customer Portal Outage Issues

UPDATE: 25 July 2014

The Customer Portal team has been working diligently to address the intermittent errors affecting the portal. After updating two specific module versions related to caching that contained bug fixes, including some for issues that were possibly (but not definitively) related to our incidents, we have not seen a recurrence. We will continue to monitor closely and have also begun to expand our performance testing and analysis process for the future.

This will be the final update on this issue, unless there is an unexpected recurrence. Thank you again for your patience.

Original Announcement

The Customer Portal team is actively engaged on a production issue that has been throwing intermittent errors for the last several days. This issue affects all Knowledgebase, groups, and discussion content, as well as the downloads page. It is a cache-related error that is happening sporadically throughout each day.

While the team continues to dig into the root of the issue, we are clearing caches on a regular basis to keep the application functional. During the time when the cache error occurs, the above-mentioned content is temporarily unavailable, but it is restored immediately after the caches are cleared.

We will post a follow-up announcement when the issues are resolved, but at this time, we unfortunately do not have an ETA on a permanent resolution.

We apologize for any inconvenience and appreciate your patience as we work to resolve this issue. If you need immediate assistance, please contact your regional Customer or Technical Support representatives.