Hive9 "error/error" Update

As you are  aware, the Hive9 Application has been experiencing intermittent outages that affect all users when they occur. During these outages, users are redirected to "plan.hive9.com/Error/Error" (or "SSO_Organization.hive9.com/Error/Error"), leading to a blank white screen. The application remains in this state until the issue is resolved and the user’s session is reset.

Rest assured, our teams are working hard to determine the root cause and work toward a resolution. In the spirit of transparency, we would like to keep you informed on the actions have been taken since the problem first emerged to help diagnose and address the outages:

• We have implemented an Automated Alert System to detect outages and promptly notify the relevant teams (Cloud Ops, Hive9 support, and engineering), who are on high alert to resolve the issue immediately]
• APM tools (such as New Relic and Redgate) are being used to monitor logs for errors as well as resource consumption in the Hive9 Application.
• Extended logging has been added to capture detailed events leading up to each outage.
• All recent code deployments preceding the first outage have been reviewed and audited to identify any potential causes.
  
  

Note: The affected users can often get stuck on the error page until they restart their session with the application. (this can be done by either using the private browser tab, using a different browser, or clearing cache on the same browser)

We apologize for the inconvenience this has caused. Please be assured that identifying the root cause and resolving the issue is our top priority.