Outage in Akeneo
Service disruption for PIM customers hosted in our London region
Resolved MajorIncident Report
Summary AI Generated
**Akeneo PIM Service Disruption – London Region** A cloud provider network outage in the London (europe-west2) region rendered PIM instances inaccessible for approximately 7.9 hours starting 06:00 UTC on October 20, 2026, affecting Serenity, Growth Edition, Onboarder, and the GraphQL API — with customers in other regions unaffected. Akeneo activated its Disaster Recovery Plan, restoring instances from backups with an average data loss window of 15 minutes (maximum 39 minutes). All instances were fully restored and the incident resolved by 16:34 CEST, with in-app notifications sent to affected customers detailing the data loss window and any operations requiring re-execution.
We are currently investigating an issue affecting some PIM customers in europe region.
Trusted by 1,000+ teams
The Status Page Aggregator with Early Outage Detection
Stop finding out about outages from your users. Monitor 6,320+ cloud services and get alerted the second something breaks.
Latest Updates ( sorted recent to last )
RESOLVED
4 days ago - at 10/20/2026 02:34PM
The incident is now resolved.
We apologize for the inconvenience and appreciate your patience while it was being solved.
MONITORING
4 days ago - at 10/20/2026 11:27AM
All impacted PIM instances are now up and running.
A specific communication banner will be shortly displayed directly in the impacted PIM instances, informing about the data loss time range, and the operations to be re-run.
We are keeping monitoring the service health.
We will provide an update within the next 3 hours.
IDENTIFIED
4 days ago - at 10/20/2026 11:06AM
We're recovering the impacted instances.
89% of the impacted PIM instances are now up and running. If your instance is accessible and responsive, you can use it.
We will provide an update within the next 1 hour.
IDENTIFIED
4 days ago - at 10/20/2026 10:04AM
We have started the Disaster Recovery Plan (DRP) operations.
As a consequence of this process, data on the europe-west2 region (UK) will be recovered from backups. The data loss time range (time between the last backup and the outage) is expected to be 15 minutes in average, 39 minutes maximum.
We will provide an update within the next 1 hour.
IDENTIFIED
4 days ago - at 10/20/2026 08:57AM
Our cloud service provider is still actively investigating the ongoing outage.
As we await the resolution of the issue by our cloud provider, we have initiated the pre-launch steps of our Disaster Recovery Plan. We will launch it if the provider outage is not solved before 10:00 UTC (one hour from now).
We will provide an update within the next 1 hour.
IDENTIFIED
4 days ago - at 10/20/2026 08:16AM
Our cloud service provider is still actively investigating the ongoing outage.
As we await the resolution of the issue by our cloud provider, we are currently working on a solution to restore the service for customers located in the UK region.
We will provide an update within the next 30 minutes.
IDENTIFIED
4 days ago - at 10/20/2026 07:48AM
We are continuing to work on a fix for this issue.
IDENTIFIED
4 days ago - at 10/20/2026 07:27AM
Our cloud provider is still working on the incident affecting its services in the London region.
PIM customers hosted in this region continue to experience errors and failing background jobs.
Customers in other regions are not affected.
IDENTIFIED
4 days ago - at 10/20/2026 06:46AM
Since 06:00 UTC (08:00 CEST) on October 20, customers whose PIM is hosted in our London region are unable to use their PIM. The web application and the REST API return errors or time out for most requests, and background jobs such as imports and exports are failing or delayed.
All other customers are not affected. If your PIM is working normally, no action is needed.
The cause is a network incident at our cloud provider in one of our hosting regions. Our provider has confirmed the issue and is working on a fix.
Our team is monitoring the situation and will take any action available on our side to restore service as quickly as possible.
INVESTIGATING
4 days ago - at 10/20/2026 06:42AM
We are currently investigating an issue affecting some PIM customers in europe region.
Latest Akeneo outages
PHP vulnerabilities announced - 3 days ago
SDM Jobs not pushed to Akeneo PIM - 15 days ago
Display issue on the History tab - 22 days ago
PIM Growth Package UI unavailable for some instances - about 1 month ago
The Status Page Aggregator with Early Outage Detection
With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.
Start free trialNo credit card required · Cancel anytime · 6320 services available
Integrations with
