Resolved after 1 day 6 hours, affecting EU, on October 1, 2026.
**Incident Summary** Between 30th September and 1st October 2026, some users and administrators in the EU West region experienced slow performance and intermittent loading problems when using SMP, with the impact building gradually beforehand. The first customer reports were received on 30th September. Service was restored at 08:04 UTC on 1st October once corrective action was taken, with all services verified as stable. **Root Cause** A subset of the servers supporting SMP in EU West ran short of memory, which reduced the capacity available to process customer requests and caused the intermittent slowness. This followed an increase in the temporary data held by the application. Investigations into the origin of this increase are ongoing. **Incident Resolution** Corrective action was taken on the affected servers, which returned the service to normal operation. Service remained stable following the recovery, and the teams continue to review the service to support long-term stability. **Mitigative Actions** * Review how alerts for memory-related issues are allocated and routed, so they reach the correct teams promptly. * Improve logging and monitoring capabilities to speed up the identification and diagnosis of future issues. * Address memory-handling issues within the application that were identified during the investigation. **Timeline** * 29 Sept 2026 - A gradual increase in memory usage was observed on the affected servers, with no customer impact reported. * 30 Sept 2026, 12:30 - Customers first reported slowness and loading problems when using SMP. * 01 Oct 2026, 06:30 - Some users continued to experience intermittent performance issues. * 01 Oct 2026, 06:50 - Further reports were received as additional customers and partners were affected. * 01 Oct 2026, 07:20 - Urgent support cases were raised, prompting a wider review of the service. * 01 Oct 2026 - Investigations linked the issue to memory pressure on a subset of the servers. * 01 Oct 2026, 08:00 - Corrective action was taken on the affected servers. * 01 Oct 2026, 08:04 - Service was restored to normal operation. * 01 Oct 2026, 11:00 - One related report was received after recovery, and reports then tapered off. * 02 Oct 2026, 06:00 - The incident was formally closed, and work continued to establish the origin of the increase in memory usage.
Affected components
Update timeline
- investigating Oct 01, 2026, 07:08 AM UTC
We are currently investigating a potential incident affecting SMP. At this time, the specific regions and the extent of the impact are not yet confirmed. Our teams are actively working to identify the scope of the issue and we will provide updates every 60 minutes as we gather more information. Thank you for your patience as we work to address this matter. Dstny Support
- monitoring Oct 01, 2026, 08:06 AM UTC
We are writing to inform you that an issue occurred earlier affecting SMP in the EU West region. The incident has been fully resolved, and services have been restored. This may have caused black screens, performance issues, pages not loading, and slow speeds for users in the affected areas. We will continue to monitor the situation for the next 24 hours to ensure there is no further impact. Thank you for your understanding, and we appreciate your continued patience. If you have any questions or concerns, please don't hesitate to contact our support team. Dstny Support
- resolved Oct 02, 2026, 01:21 PM UTC
We are pleased to confirm that this incident has been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. We have determined the root cause and have implemented measures to prevent future occurrences. In the interest of transparency, a detailed post-mortem report will be made available within the next five business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. Should you have any further questions or concerns, please do not hesitate to contact our support team. Thank you, Dstny Support
- postmortem Oct 20, 2026, 04:43 PM UTC
**Incident Summary** Between 30th September and 1st October 2026, some users and administrators in the EU West region experienced slow performance and intermittent loading problems when using SMP, with the impact building gradually beforehand. The first customer reports were received on 30th September. Service was restored at 08:04 UTC on 1st October once corrective action was taken, with all services verified as stable. **Root Cause** A subset of the servers supporting SMP in EU West ran short of memory, which reduced the capacity available to process customer requests and caused the intermittent slowness. This followed an increase in the temporary data held by the application. Investigations into the origin of this increase are ongoing. **Incident Resolution** Corrective action was taken on the affected servers, which returned the service to normal operation. Service remained stable following the recovery, and the teams continue to review the service to support long-term stability. **Mitigative Actions** * Review how alerts for memory-related issues are allocated and routed, so they reach the correct teams promptly. * Improve logging and monitoring capabilities to speed up the identification and diagnosis of future issues. * Address memory-handling issues within the application that were identified during the investigation. **Timeline** * 29 Sept 2026 - A gradual increase in memory usage was observed on the affected servers, with no customer impact reported. * 30 Sept 2026, 12:30 - Customers first reported slowness and loading problems when using SMP. * 01 Oct 2026, 06:30 - Some users continued to experience intermittent performance issues. * 01 Oct 2026, 06:50 - Further reports were received as additional customers and partners were affected. * 01 Oct 2026, 07:20 - Urgent support cases were raised, prompting a wider review of the service. * 01 Oct 2026 - Investigations linked the issue to memory pressure on a subset of the servers. * 01 Oct 2026, 08:00 - Corrective action was taken on the affected servers. * 01 Oct 2026, 08:04 - Service was restored to normal operation. * 01 Oct 2026, 11:00 - One related report was received after recovery, and reports then tapered off. * 02 Oct 2026, 06:00 - The incident was formally closed, and work continued to establish the origin of the increase in memory usage.
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