Shopify: Some merchants are encountering errors within their admin

Impact: majorStatus: resolvedStarted 2022-10-25 15:50 UTCResolved 2022-10-25 18:31 UTC (2.7 h)9 updatesSource: stspg.io

Summary

Shopify reported a major outage affecting admin access with 530 Authentication Errors, Plus Admin and POS App logins, and some storefront images. It started 2022-10-25 15:50 UTC and was resolved 2022-10-25 18:31 UTC, lasting 2 h 41 min. Shopify worked with partners and implemented a fix; some admins and storefronts experienced downtime.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: SupportAdminStorefrontPoint of Sale

Timeline of updates

investigating2022-10-25 15:50 UTC
Merchants may experience issues when trying to access the Shopify admin. The error will appear as a 530 Authentication Error. Refreshing may sometimes help the issue. The Plus Admin & POS App logins are also impacted by this same issue and some images may fail to load on storefronts. We are investigating and will keep you updated.
investigating2022-10-25 15:56 UTC
We are continuing to investigate this issue.
investigating2022-10-25 16:15 UTC
Our live chat and callbacks support are experiencing intermittent issues. We are investigating and will keep you updated.
identified2022-10-25 16:16 UTC
We’ve identified the problem and we’re working on a solution.
identified2022-10-25 16:40 UTC
We are continuing to work on a solution and will provide another update shortly.
identified2022-10-25 17:32 UTC
We are working with our partners and have implemented another solution to address the issues and are monitoring the results. We will update folks shortly.
monitoring2022-10-25 17:43 UTC
The fix has been implemented and the impacted areas are now recovering. We will continue to monitor.
monitoring2022-10-25 18:07 UTC
Between ~11:32am and ~1:52pm EST we experienced issues causing downtime on some admins and storefronts. This has since been resolved. The monitoring period for this issue has ended and no further impact has been observed.
resolved2022-10-25 18:31 UTC
This incident has been resolved.

Rewindex changes for this incident

Major incident: Some merchants are encountering errors within their admin 2022-10-25 15:50 UTC

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Shopify profile · Recent Shopify incidents · Markdown · JSON