Impact Intermittent slow performance and login issues in the Connectbase Portal and APIs Summary Between September 30 and October 10, some Connectbase customers experienced intermittent slowness and login errors when using the Connectbase platform. During peak impact periods, users saw delays when logging in, switching companies, or generating quotes. All services were restored to normal performance by October 11. The issue was traced to a combination of background database activity and heavy user workloads that temporarily exceeded our database's ability to manage concurrent updates.
Root Cause A background data synchronization task—used to keep our location and network data aligned across systems—generated a continuous stream of write activity in our database. This process coincided with other high-volume operations such as large location imports and pricing updates. While each process was functioning as designed, their combined load created contention inside the database, leading to delayed responses for user actions such as login, quote creation, and data updates. When the background replication process was paused, performance returned to normal immediately. Subsequent testing confirmed that the replication load was the primary trigger, amplified by concurrent import and pricing workloads.
Resolution The replication service was paused on October 9, immediately restoring platform performance. A configuration change was deployed to optimize large imports during high-traffic hours. Database configuration settings were further tuned to improve write handling and memory efficiency. The replication task was restarted in a controlled manner with controlled batch sizes and monitoring. No customer data was lost or corrupted. The system has remained stable since October 10 with normal performance across all environments.
Preventive Actions To ensure this issue does not recur, Connectbase has implemented and planned the following actions:
Reduced replication batch size and adjusted database flush parameters - Completed Added import scheduling guardrails to defer large data uploads during business hours - Completed Partitioning large database tables to improve write performance - In Progress Isolating background replication and import workloads to a dedicated database cluster - Planned (Q1 2026) Expanding monitoring to include per-process resource usage and lock analysis - In Progress
Customer Impact Duration: Intermittent from September 30 – Oct 10 Services affected: Connectbase Web Portal (The Connected World), APIs, Authentication, and Quoting workflows Resolution time: Intermittent system performance degradation over this period with full service restoration within minutes of replication suspension Data integrity: No loss or corruption occurred
Next Steps Connectbase is taking a broader architectural approach to improve resilience, including separating operational, analytical, and synchronization workloads. We will continue to monitor replication and import processes closely and will communicate any related maintenance windows proactively.
Posted Oct 10, 2025 - 17:14 EDT
Monitoring
System performance is stable. We are actively investigating the recent performance issues and continue to review and analyze system behavior.
Posted Oct 09, 2025 - 11:00 EDT
Update
We are currently investigating an issue causing intermittent login interruptions and slowness across the platform. Some users may be experiencing delays when accessing or navigating the system. Our engineering team is actively working to identify the root cause and restore full performance. We will continue to share updates as we make progress. We apologize for the inconvenience and appreciate your patience and understanding as we work to resolve this issue.
Posted Oct 09, 2025 - 08:46 EDT
Update
System performance is stable. We are actively investigating the recent performance issues and continue to review and analyze system behavior.
Posted Oct 06, 2025 - 08:28 EDT
Update
We are actively investigating the ongoing performance issues and continue to review and analyze system behavior. We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work toward a resolution.
Posted Oct 03, 2025 - 16:43 EDT
Update
We are actively investigating this issue and will continue to provide updates as progress is made. We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work toward a resolution
Posted Oct 03, 2025 - 15:08 EDT
Update
We are actively investigating this issue and will continue to provide updates as progress is made. We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work toward a resolution.
Posted Oct 03, 2025 - 12:42 EDT
Update
We are continuing to investigate this issue.
Posted Oct 03, 2025 - 10:37 EDT
Update
We are currently investigating an issue causing intermittent login interruptions and slowness across the platform. Some users may be experiencing delays when accessing or navigating the system. Our engineering team is actively working to identify the root cause and restore full performance. We will continue to share updates as we make progress. We apologize for the inconvenience and appreciate your patience and understanding as we work to resolve this issue.
Posted Oct 03, 2025 - 08:52 EDT
Update
Dear Connectbase Customer,
We are continuing to work on resolving the performance issues affecting login and other services. Our engineering team is actively implementing remediation steps to restore full functionality and improve platform stability.
Thank you for your patience. We'll keep you updated as we make progress.
Posted Oct 02, 2025 - 14:13 EDT
Update
We’re aware of an issue preventing some users from logging in or accessing the platform. Our team is actively working to resolve the issue. We’ll provide updates as soon as we have more information. We appreciate your patience.
Posted Oct 02, 2025 - 08:58 EDT
Investigating
We’re aware of an issue preventing some users from logging in or accessing the platform. Our team is actively working to resolve the issue. We’ll provide updates as soon as we have more information. We appreciate your patience.
Posted Oct 02, 2025 - 08:57 EDT
Monitoring
The platform is currently stable and we're actively monitoring.
Posted Sep 30, 2025 - 17:52 EDT
Investigating
Users may experience intermittent login delays, time-outs, or slower than usual performance across the platform. Our team is actively working on the issue. We’ll provide updates as soon as we have more information. We appreciate your patience.