# Hex: Critical incident: Platform instability

**Summary:** Hex reported critical platform instability affecting kernel execution and site access, starting 2024-11-12 16:18 UTC and resolved 2024-11-12 19:08 UTC (2 h 50 min). An unintended effect of a recent database migration caused a backlog and impacted platform performance; Hex reported implementing a fix and resetting kernels. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-11-12 16:18 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/6x7t84nnx6v3](https://stspg.io/6x7t84nnx6v3)
- [Company: Hex](https://rewindex.com/company/hex.md)
- Versions: before (none: first archived) → after incident\_version:67/d6nzsghfnmmd@8cfb273b1a87
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Platform instability
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-11-12 16:18 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-11-12 19:08 UTC
```

**6. Added: Affected components**

```diff
+ Main site
```

**7. Added: Update** (investigating) · 2024-11-12 16:18 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2024-11-12 16:18 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (investigating) · 2024-11-12 17:17 UTC

```diff
+ We are continuing to investigate this issue.
```

**10. Added: Update** (monitoring) · 2024-11-12 17:38 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**11. Added: Update** (resolved) · 2024-11-12 19:08 UTC

```diff
+ On November 12, 2024 from 8:06 AM to 10:21 PM PT, Hex customers experienced platform instability, including issues with kernel execution and site access. This disruption stemmed from an unintended effect of a recent database migration, which ultimately caused a backlog and impacted overall platform performance. Our engineering team promptly identified the root cause and took corrective actions by resetting kernels to alleviate database congestion. Once the database stabilized, we rolled back the migration change, fully restoring service by 10:21 PM PT. To prevent similar issues in the future, we are enhancing our automated tests to better validate database migrations before deployment, ensuring they don’t inadvertently impact platform reliability. Thank you for your patience and understanding.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-11-12 16:18 UTC | Critical incident: Platform instability (this change) | outage |

All Hex changes: [timeline](https://rewindex.com/company/hex/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._


---
Canonical: https://rewindex.com/change/i7d427f18f13977 · Markdown: https://rewindex.com/change/i7d427f18f13977.md · JSON: https://rewindex.com/api/v1/changes/i7d427f18f13977 · Generated 2026-10-18T02:55:21.471Z