Changes / Trello / Trello is slow or unavailable
Trello: Critical incident: Trello is slow or unavailable
Summary
Trello reported a critical outage affecting API, Trello.com, and web and mobile apps, with slow or unavailable service starting 2024-02-13 09:30 UTC and resolving 2024-02-13 11:46 UTC (computed duration: 2 h 15 min). The postmortem cited long-running database queries slowing API responses; a fix was deployed and service restored.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Trello is slow or unavailable
Before: not present
After: critical
Before: not present
After: postmortem
Before: not present
After: 2024-02-13 09:30 UTC
Before: not present
After: 2024-02-13 11:46 UTC
Before: not present
After: API, Trello.com
Before: not present
After: We've noticed that Trello is responding slowly. This will be present in both the web and mobile apps.
Our engineering team is actively investigating this incident and working to bring Trello back up to speed as quickly as possible.
We'll keep you posted with further updates on this page.
Before: not present
After: Our team is still investigating the issue that's causing Trello to be slow or unavailable, and working to bring Trello back up to speed as quickly as possible. Thanks for your patience and understanding!
Before: not present
After: We're still investigating the root cause of this problem, and a new update will be shared soon! Thanks for your patience!
Before: not present
After: Our team is still looking into the issue causing Trello to be slow or unavailable. Thank you for your understanding, we're working to have Trello back up and running as quickly as possible.
Before: not present
After: We've identified an issue that was causing slowness in Trello and put a fix in place. We're seeing things improving for all our customers and we'll keep monitoring this latest fix for now. Once again, we appreciate your understanding!
Before: not present
After: Trello is now available. Thank you for your patience.
Before: not present
After: ### Summary
On Feb. 13, 2024, between 8:00 AM and 11:34 AM UTC, Trello experienced severely degraded performance appearing as a full or partial outage to Atlassian customers. The event was triggered by a buildup of long-running queries against our database, leading to slowed API response times and causing Trello to be degraded or unavailable for users. The root cause of the incident was identified as a compression change in our database deployed approximately 11 hours earlier during a low-traffic period. As European customers came online, traffic started increasing, resulting in a buildup of queries and the subsequent incident. The incident was detected by our monitoring system at 8:07 AM UTC and was mitigated by reverting the compression change and restarting components of our database system. The total time to resolution was 3 hours and 34 minutes.
### **IMPACT**
The overall impact was between 8:00 AM and 11:34 AM UTC on Feb. 13, 2024. The incident caused Trello to be fully or partially unavailable for customers using or attempting to access the site during this period.
### **ROOT CAUSE**
The issue was caused by a compression change in our database, which resulted in the build up of queries in the system. This build up then caused API response times to increase to critical levels. During the incident many users received HTTP 429 errors as the system began rate-limiting in an attempt to recover. Users that did not receive errors experienced API response times 10-100x slower than our standard response times.
### **REMEDIAL ACTIONS PLAN & NEXT STEPS**
We know that outages impact your productivity. We are prioritizing the following actions to avoid repeating this incident and reduce time to resolution:
* Improve our process for releasing incremental configuration changes which would have allowed the team to identify the root cause before a peak load period and prevent similar incidents.
* Adjust priority level of alerts related to this class of incident to improve signal to noise ratio and drive faster time to resolution.
We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve Trello’s performance and availability.
Thanks,
Atlassian Customer Support
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Critical incident: Trello is slow or unavailable (this change) Trello reported a critical outage affecting API, Trello.com, and web and mobile apps, with slow or unavailable service starting 2024-02-13 09:30 UTC and resolving 2024-02-13 11:46 UTC (computed duration: 2 h 15 min). The postmortem cited long-running database queries slowing API responses; a fix was deployed and service restored. | Major incident |