Increased response times for BigCommerce Authorization/Login systems

Incident Report for BigCommerce

Resolved

This incident has been resolved.

Posted Feb 27, 2019 - 16:31 CST

Monitoring

The issue with our DNS Registrar has been resolved. It may take some amount of time for DNS caches to be corrected. We apologize for this incident and will be discussing further how this happened with our DNS Registrar.

Posted Feb 27, 2019 - 16:00 CST

Identified

We have identified a fix with our DNS Registrar. We expect to have it implemented soon.

Posted Feb 27, 2019 - 15:48 CST

Investigating

We are investigating an issue with the resolution of *.mybigcommerce.com domains. If you have a custom domain, not using *.mybigcommerce.com, then this issue would only affect you at login to Control Panel. We are working with our DNS registrar to fix the issue.

Posted Feb 27, 2019 - 14:48 CST

Identified

We have stabilized the login infrastructure but are still seeing some edge cases with login issues. We continue to fix all login issues.

Posted Feb 27, 2019 - 13:38 CST

Investigating

The fix that was implemented has not resolved all login issues. Our engineers are investigating alternatives and will update as we know more. Thank you for your patience.

Posted Feb 27, 2019 - 12:51 CST

Monitoring

We have deployed a better fix and response times have returned to normal.

Posted Feb 27, 2019 - 12:22 CST

Update

A fix was deployed and had a marginally good effect. Engineers are working on a further fix.

Posted Feb 27, 2019 - 11:53 CST

Investigating

We are seeing increased response times from our Authorization infrastructure. Engineers are working on a fix.

Posted Feb 27, 2019 - 11:37 CST

This incident affected: Control Panel.