Beginning Sep 19 at 7:26pm CDT, some users experienced slow, incomplete, or failed loading of the Avid web interface. Access was intermittent during this period and did not fully return to normal until 8:39pm CDT.

The root cause of this issue was related to an upstream problem with file processing that caused an unexpected load on one of our database servers (not related to the storage of sensitive client data). This load caused connections to be delayed or rejected, resulting in the degradation of the web interface. This incident was further compounded by an abnormally large number of organizations performing initial setups at the NIO Summit conference, leading to an above-average baseline load prior to and following the incident. Despite some requests being successful during this time, we consider this an unplanned downtime incident, reducing our trailing 30-day uptime to 99.899%.

Other Avid systems, including API connections, SFTP uploads, and outbound Pathways are not affected, and data should be current for all clients.

We take any downtime incident seriously and apologize for any inconvenience it caused, and will continue monitoring all production systems to ensure a return to normal operation. Please don't hesitate to reach out to our support team with any questions or concerns.