Incorrect Uptime Display for Support Portal and Status Page

The status page displayed 0% uptime for the Support Portal and Status Page services. All services were operating normally throughout this period. The issue was caused by the health monitoring system incorrectly recording health check results for manually-managed services, which do not require automated health checks. This resulted in inaccurate uptime data being displayed to visitors. The monitoring system has been corrected and the erroneous data has been removed.

• Posted: Apr 4, 2026, 00:00 UTC
• Resolved: Apr 5, 2026, 21:15 UTC
• Duration: 1d 21h

Timeline

1. resolved

   Apr 5, 2026, 21:15 UTC

   This incident is resolved. The status page now displays accurate uptime data for all services. No actual service disruption occurred during this period. The issue was limited to incorrect data display on the status page.

2. monitoring

   21:10 UTC

   The monitoring system has been updated to exclude manually-managed services from automated uptime recording. 1,276 erroneous health check entries have been removed from the database. Uptime now correctly displays 100% for both affected services. We are monitoring to confirm the fix holds.

3. identified

   21:00 UTC

   The root cause has been identified. The health monitoring system was incorrectly recording automated health check results for manually-managed services. These services do not require automated health checks, but the monitoring system was checking their URLs and recording every result as a failure, which produced inaccurate uptime percentages.

4. investigating

   20:45 UTC

   We are aware that the status page is displaying 0% uptime for the Support Portal and Status Page services. Both services are operating normally. We are investigating the cause of the incorrect uptime data.

Permalink: /incident/43