rewindex

CompaniesCloseIncidents

Close: Search Indexing Delays

MinorStatus: postmortemStarted Resolved (55 min)5 updatesstspg.io (opens in new tab)

Affected components: QueryingSearch - QueryingApplication UIIndexingSearch - IndexingAPI

Timeline of updates

  1. investigating

    We have become aware of degraded performance of the Close system. We are actively triaging the issue. Updates will be posted as they become available.

  2. identified

    The issue has been identified and a fix is being implemented. Search indexing may be delayed for some customers.

  3. monitoring

    A fix has been implemented and we are monitoring the results. Search indexing may be delayed for some users.

  4. resolved

    This incident has been resolved.

  5. postmortem

    Close sincerely apologizes for the interruption of our service. We take the stability of our platform very seriously. Below is an explanation of what happened and how we will prevent another such interruption from occurring.

    Impact

    On February 14th, 2025 for two and a half hours (between 19:50 UTC and 22:00 UTC) some users saw outdated data in search results and smart views. No data was lost during the outage.

    Root Cause and Resolution

    A software update introduced malformed data to our Search platform that disrupted updates to our Search database. Close Engineering reverted the change and deleted the malformed data, which allowed the platform to resume processing updates to our Search database. The processing backlog was cleared by 22:00 UTC when full functionality was restored.

    We are implementing a new set of metrics and alerts that will help us identify this kind of failure more quickly. We are also enhancing the Search platform to better identify and discard malformed data to prevent similar incidents from occurring.

    Timeline

    All times are in UTC and events take place on 2025-02-14.

    • 19:50: A software update is deployed that sends malformed data to our search platform.
    • 20:33: Close Engineering is notified of an elevated error rate on the search platform and start investigating.
    • 21:04: Root cause is identified and work starts on a fix.
    • 21:40: The issue is resolved and all data is up-to-date.

Archive proof

Rewindex commits each version of an incident it captures to a daily checkpoint, chains it to the day before, and has the checkpoint timestamped by FreeTSA and DigiCert. That proves this record existed by then and has not been changed since, by anyone, Rewindex included.

How the archive is checked, and what it cannot prove.

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab).

Cite this

Status incident (vendor impact label: minor) posted by Close, started 2025-02-14 21:11 UTC, resolved after 55 min, 5 update(s).

Title
Search Indexing Delays
Vendor
Close
Date
URL
https://rewindex.com/company/close/incidents/bz9xv87xt003

Close profileRecent Close incidentsAll outages on February 14, 2025Close in February 2025MarkdownJSON