Thursday May 15, 2025

Summary

On May 12, 2025 between 15:00 PDT and 16:58 PDT users experienced issues with sending messages, loading channels and interacting with agents.

This was due to elevated error rates across our platform caused by an issue with the communication link between our web application and the database routing layer. Due to recent infrastructure growth, we exceeded some defined configurations which prevented our web application from receiving updates about available database gateways/communication links.

Our engineering team addressed the issue by making infrastructure adjustments; enabling web applications to receive the complete, updated list of database gateways and restoring normal operations.

4:24 PM PST

Resolved

Our investigation is ongoing, but we have determined that our backend database routing is contributing to error spikes with many Slack features.

• Current status and actions being taken: We are working at identifying impact, resolving routing issues, and are closely monitoring error rates.
• Estimated time to resolution: No ETA at this time.
• Scope: This is not limited to a region and is impacting a percentage of users globally. We are working to determine full impact. (EDIT: We previously mentioned all users were affected and have adjusted to more accurately reflect the situation.)
• Current impact to end users: Users face issues booting the client, messages failing to send, channels and threads failing to load, applications failing to run.
• Known workarounds: None at this time.

We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

4:14 PM PST

Update

Our investigation is ongoing, but we have determined that our backend database routing is contributing to error spikes with many Slack features.

• Current status and actions being taken: We are working at identifying impact, resolving routing issues, and are closely monitoring error rates.
• Estimated time to resolution: No ETA at this time.
• Scope: This is not limited to a region and is impacting a percentage of users globally. We are working to determine full impact. (EDIT: We previously mentioned all users were affected and have adjusted to more accurately reflect the situation.)
• Current impact to end users: Users face issues booting the client, messages failing to send, channels and threads failing to load, applications failing to run.
• Known workarounds: None at this time.

We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

4:12 PM PST

Investigating

We're investigating a new incident.

Current impact to end users: We are currently investigating an issue where users are experiencing issues connecting to Slack and are unable to load threads. We will be back with another update as soon as we know more. 

We'll provide an update within 30 minutes including further details on scope and actions being taken to resolve the issue.

4:07 PM PST