# Iterable: Major incident: Event-Triggered Journeys Delays Ingesting New Users

**Summary:** Iterable reported major delays ingesting new users into Event-Triggered Journeys from 2024-12-31 14:29 UTC to 2024-12-31 18:25 UTC, lasting 3 h 55 min. Errors in workflow-entrance-trigger pods caused a backlog; Iterable updated the service and scaled up pods, then confirmed the backlog was drained. Scheduled Journeys and API Triggered Journeys were unaffected. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2024-12-31 14:29 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/l4t7fqdyq98l](https://stspg.io/l4t7fqdyq98l)
- [Company: Iterable](https://rewindex.com/company/iterable.md)
- Versions: before (none: first archived) → after incident\_version:247/mt0bvwnxbcp5@117639368824
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Event-Triggered Journeys Delays Ingesting New Users
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-12-31 14:29 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-12-31 18:25 UTC
```

**6. Added: Affected components**

```diff
+ Global Web Application
```

**7. Added: Update** (identified) · 2024-12-31 14:29 UTC

```diff
+ Summary:  Event-Triggered Journeys Delays Ingesting New Users.  The issue originated from errors in the workflow-entrance-trigger pods, causing a significant backlog in processing. There is no impact to Scheduled Journeys and API Triggered Journeys . Actions Taken The workflow-entrance-trigger service was updated to the latest version, and additional pods were scaled up to process the backlog faster. The deployment resolved the issue, and error rates dropped significantly. Current Status The errors we were experiencing have been fixed since 5AM PST, now we're just monitoring the backlog as it drains. For 99% of clients, the backlog has drained completely, there are a few stragglers with small backlogs  Next Steps Engineers will continue monitoring error rates and ensure the backlog clears entirely. Follow-up tasks include setting up error rate monitoring and addressing journey-specific issues to prevent recurrence.
```

**8. Added: Update** (identified) · 2024-12-31 16:11 UTC

```diff
+ We are continuing to work on a fix for this issue.
```

**9. Added: Update** (resolved) · 2024-12-31 18:25 UTC

```diff
+ This issue is now resolved and the backlog is completely drained. Event trigger journey's as of 7:25 AM PST are back to normal and processing as expected.  If you still have any further questions please reach out to support@iterable.com.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-12-31 14:29 UTC | Major incident: Event-Triggered Journeys Delays Ingesting New Users (this change) | degradation |

All Iterable changes: [timeline](https://rewindex.com/company/iterable/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i3489639f2d2006 · Markdown: https://rewindex.com/change/i3489639f2d2006.md · JSON: https://rewindex.com/api/v1/changes/i3489639f2d2006 · Generated 2026-10-18T02:28:38.697Z