Gainsight Outage History

Gainsight CS experienced a filtering incident that prevented users from accessing dashboard filters, home page filters, report filters, and task filters through the application UI, with users encountering error messages when navigating to these pages. The issue lasted 12.9 hours and only affected the user interface, while backend scheduled processes continued to function normally with existing filter configurations. The incident was resolved after a fix was applied to restore full filtering functionality.

Gainsight CS US1 customers experienced delays in the Rules Engine Queue and intermittent report rendering issues due to an AWS us-east-1 availability zone infrastructure problem. The incident affected the Gainsight Application and Rules Engine Queue for 16.5 hours, while US2 and EU customers remained unaffected. The service was restored after AWS resolved the infrastructure issue and Gainsight's recovery actions brought queue levels back to normal.

Gainsight experienced delays in Rules Engine and Data Designer functionality for customers in the US2 region due to a capacity issue. The problem affected processing queues for a subset of users over 4.7 hours. The issue was resolved by fixing the underlying problem and adding additional capacity to expedite processing.

Gainsight PX experienced intermittent issues with application domain resolution due to a problem with an upstream DNS service provider. The DNS issues caused elevated error rates and affected customers' ability to access applications reliably. The incident was resolved after 2.2 hours when the upstream DNS service provider fixed the underlying problem.

Gainsight experienced Salesforce connection failures after Salesforce revoked access tokens for Gainsight-published applications due to unusual activity, disrupting functionalities that relied on real-time API interactions with Salesforce. The incident also affected integrations with HubSpot, Zendesk, and other third-party connectors as a precautionary measure. The issue was resolved through a comprehensive security investigation, reauthorization of connections, deployment of new managed packages, and gradual restoration of all affected integrations and connectors.