Service Availability Issue Impacting Some Stores
Incident
Report for BigCommerce
Resolved
This issue has been resolved.
Monitoring
At this time, the IP address rotation for impacted stores is complete and we're currently confirming that access to all stores has been restored.
For the majority of impacted merchants where DNS name servers or records point to BigCommerce infrastructure, this is a seamless change that has been applied and your store should be operational again immediately or within a few moments as cached DNS records expire (usually within 15 minutes).
If your BigCommerce store is currently inaccessible, this may be because your DNS records are not under BigCommerce control. These merchants should contact our support call center who will assist you in either pointing your DNS back to BigCommerce or making you aware of the changes you need to make.
We're continuing to keep a close eye on our network should the attacks we experienced earlier return.
For the majority of impacted merchants where DNS name servers or records point to BigCommerce infrastructure, this is a seamless change that has been applied and your store should be operational again immediately or within a few moments as cached DNS records expire (usually within 15 minutes).
If your BigCommerce store is currently inaccessible, this may be because your DNS records are not under BigCommerce control. These merchants should contact our support call center who will assist you in either pointing your DNS back to BigCommerce or making you aware of the changes you need to make.
We're continuing to keep a close eye on our network should the attacks we experienced earlier return.
Identified
We're continuing to work to restore access to the small number of stores that are currently inaccessible. At this time, we're working to rotate the IP addresses of stores currently impacted to route around a null route that has been put in place on our network to protect against attack traffic. For most impacted merchants, access should be restored as soon as this process is complete.
Update
Due to the DDoS attack BigCommerce Engineers have been mitigating today, we have been forced to null route a small subset of our stores to protect the overall network. At this time a small subset of less than 300 stores are currently offline, at this time we are working to restore service to as many stores as possible while we locate the specific target of this attack.
Monitoring
Traffic has been successfully migrated off the problematic upstream provider. We are seeing all infrastructure components return to normal response times. We will continue to monitor. We appreciate your patience.
Identified
Mitigation policies have been updated to cover the new DDoS identified.
BigCommerce engineers are still working to move traffic away from the upstream network provider that is causing network issues. Internal monitoring is showing store response times returning to normal levels as those adjustments are rolled out.
BigCommerce engineers are still working to move traffic away from the upstream network provider that is causing network issues. Internal monitoring is showing store response times returning to normal levels as those adjustments are rolled out.
Investigating
We are currently experiencing a new DDoS attack. We are working with our upstream providers to mitigate. We will update as more information becomes available.
Identified
We are currently moving traffic away from the upstream network provider that is causing issues on the network. We will update with more information as soon as possible.
Update
Working with our network and service providers, we have mitigated a DDoS attack that was targeted toward BigCommerce infrastructure.
A number of BigCommerce stores are still continuing to experience elevated page load times or intermittent availability issues due to suspected issues with one of our upstream network providers. We are continuing to work with this network provider to determine the root cause and restore service ASAP.
A number of BigCommerce stores are still continuing to experience elevated page load times or intermittent availability issues due to suspected issues with one of our upstream network providers. We are continuing to work with this network provider to determine the root cause and restore service ASAP.
Update
We are continuing to work with our mitigation and network providers to restore access to stores impacted by a DDoS attack targeted toward our infrastructure. Our operations team are also investigating additional reports availability issues of stores not in the attack path - these stores may also be seeing slow page load times. We will have another update momentarily.
Investigating
Engineers are currently investigating a targeted DDoS attack and will provide updates as we find out more.
This incident affected: API & Webhooks, Control Panel, and Storefront.