Shelf.io incident
Self-Service Portal Homepage Cache Issue on some US/EU Portals
Resolved after 4 hours 28 minutes, affecting Self-Service Portals and Self-Service Portals, on November 3, 2025.
Duration: ~2h55m. Cause: CDN cache contamination of homepage caches. Impact limited to US and EU Self-service portal homepages. All systems normal.
Affected components
Update timeline
- investigating Nov 03, 2025, 04:47 PM UTC
Some customer Self-Service Portal homepages were showing other customers' homepage content. Other pages (search, article, product pages) remained functional. Workaround: avoid the homepage. Append a language code, or add a query character such as ?, to force a fresh render.
- identified Nov 03, 2025, 05:07 PM UTC
Root cause narrowed to CDN cache contamination triggered by a configuration rollback. The contamination affected homepage edge cache only.
- monitoring Nov 03, 2025, 05:10 PM UTC
Self-Service Portal homepages are now returning correct content after cache purges. We are monitoring edge cache consistency and user reports for recurrence.
- resolved Nov 03, 2025, 06:43 PM UTC
Duration: ~2h55m. Cause: CDN cache contamination of homepage caches. Impact limited to US and EU Self-service portal homepages. All systems normal.
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