Outage in Shelf

Investigating: sign-in issues

Resolved Major

October 20, 2025 - Started 6 months ago - Lasted about 4 hours
Official incident page

Incident Report

We are investigating reports of sign‑in failures in our US region. The first errors began at approximately 06:48 UTC. EU and CA regions remain healthy. We'll share more as we learn. Next update within 30 minutes.

Components affected

Shelf Authentication Shelf Genesys PureCloud Integration Shelf Search Shelf Insights & Analytics Shelf Emails Shelf Self-Service Portals Shelf Content Publication Workflow

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Latest Updates ( sorted recent to last )

RESOLVED 6 months ago - at 10/20/2025 10:14AM

This incident has been resolved.

MONITORING 6 months ago - at 10/20/2025 09:29AM

Sign-in functionality is now operational. We are actively monitoring the results.

IDENTIFIED 6 months ago - at 10/20/2025 08:28AM

The issue persists. Our cloud infrastructure provider continues to experience a region-wide incident in their US‑East region. We are actively working with the provider to reduce impact.

IDENTIFIED 6 months ago - at 10/20/2025 07:24AM

We have identified that the sign‑in failures correlate with a regional incident at our cloud infrastructure provider in their US‑East region. Customers served from our US region may see "incorrect password" messages or slow/failed requests. Our EU and CA regions remain healthy.

INVESTIGATING 6 months ago - at 10/20/2025 07:13AM

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