Resolved after 1 hour 12 minutes, affecting DAM and Dynamic Media, on September 19, 2025.
Incident Start Time: 21:22 BST Incident End Time: 21:39 BST **Issue Summary:** On 19th September, we experienced a disruption to our media delivery service. Impacted customers saw images failing to load. **Root Cause:** Amplience operates a multi-layer CDN infrastructure to ensure continuous delivery. A change related to Cloudflare affected approximately 0.04% of our daily requests. Our automatic failover logic initiated during this incident, diverting traffic away from Cloudflare to Akamai. **Corrective Actions:** * While the overall percentage of requests impacted was low, the experience for affected customers was significant. We are fine-tuning our process to make the failover more efficient. * We are awaiting a full root cause analysis \(RCA\) from our provider, Cloudflare. If you have any questions or would like to discuss this further, please reach out to your Customer Success Manager or contact us at [[email protected]](mailto:[email protected]).
Affected components
Update timeline
- identified Sep 19, 2025, 08:42 PM UTC
We are experiencing an outage with our Media Delivery (assets) service, which impacts published assets. We have identified the fault and now investigating the fix
- monitoring Sep 19, 2025, 08:51 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 19, 2025, 09:54 PM UTC
The incident has been resolved
- postmortem Sep 22, 2025, 03:26 PM UTC
Incident Start Time: 21:22 BST Incident End Time: 21:39 BST **Issue Summary:** On 19th September, we experienced a disruption to our media delivery service. Impacted customers saw images failing to load. **Root Cause:** Amplience operates a multi-layer CDN infrastructure to ensure continuous delivery. A change related to Cloudflare affected approximately 0.04% of our daily requests. Our automatic failover logic initiated during this incident, diverting traffic away from Cloudflare to Akamai. **Corrective Actions:** * While the overall percentage of requests impacted was low, the experience for affected customers was significant. We are fine-tuning our process to make the failover more efficient. * We are awaiting a full root cause analysis \(RCA\) from our provider, Cloudflare. If you have any questions or would like to discuss this further, please reach out to your Customer Success Manager or contact us at [[email protected]](mailto:[email protected]).
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