Workfront is down for everyone today

[rbush_merkleinc]

Workfront is down for my team today, getting this message:

An error occurred while processing your request.

Reference #221.7abdb17.1754918151.2e772449

https://errors.edgesuite.net/221.7abdb17.1754918151.2e772449

[WibkeKu]

Yes, Workfront is currently down for us as well. You can go and see here: https://status.adobe.com/ that there is a major issue with Adobe Workfront.

If you did not receive an email about the issue then you can go to that same website and go to Manage Subscriptions and you can decide when and for what issues you want to receive notifications.

[jadman321]

Down for us, too.

[cverges-medallia]

As mentioned, there's an existing outage.  Adobe is aware but it's taking awhile to recover.

Something you may want to think about: https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-ondemandservicesunified-s...

Use the "Monthly" version is the uptime levels as a guide, since Adobe's contract uses "Calendar Month" as the basis for their calculation:

[-JC]

In terms of calculating what the actual downtime is, do you go off the issue start time? So for #202508110017 it says "Started/Updated: Today 8:15 AM - Today 9:35 AM (EDT)" - do we run the clock from 8:15 EDT on? I didn't think to submit a Support ticket to formally log it until I saw someone else's posts about it a few minutes ago. Appreciate you reminding us of this.

[cverges-medallia]

We calculate it based on the internal timestamp of first reported user impact.  Adobe will likely calculate it based on their declared time.  It becomes a bit of a negotiation during the comms with your rep.

[ConnorO2]

Did you all receive any updates from support yet? They are in our instance working to repair whatever isn't working but not updates just yet.

This is the longest outage I've experienced. 

[cverges-medallia]

Yeah, they told me to grant them access to the Workfront instance so they can check it out.  :insert-cry-laugh-emoji-here:

Just that they acknowledged the support ticket.  We use the Support tickets as ways to track the downtime so we have evidence when we go back for service credits.

[JustinRenteria2]

Ive been a Workfront admin for almost 8 yrs and this seems to be the longest application outage from what I can remember. Odd that they performed maint an hr prior to the outage... I wonder if that was the cause. 

[JohnJOSullivan]

Same. Been an admin for seven years and never seen a total outage like this. 

[JohnJOSullivan]

Yeah, this must be a pretty nasty one. Everything in the Workfront platform is down. 

Of course, it's the busiest season of the year and of course our users are reminding us admins that it is the busiest season of the year. I don't know what we're expected to do with that data. We can't do nothin'.

That said, I do have friends who are Orthodox priests, so I may call them to see if they can send me over an exorcism. I'm not sure how that works.

-j

[Srinija_N]

Longest outage!

The last update provided by Adobe was one hour+ ago.

[-JC]

When Smartsheet had a total outage like this in July 2019 for nearly 4hrs, every customer received an email directly from the CEO apologizing for the downtime, detailing what happened and why, and encouraging customers to contact him directly with any feedback. I hope Adobe will do the same, at minimum. 

https://www.linkedin.com/pulse/7-lessons-owning-from-smartsheets-outage-benjamin-glunz/

[KatherineLa]

Currently on the phone with Support, who don't seem to have any idea there's an outage at all. That's not reassuring.

Been an Admin since 2019, never seen an outage last this long either. 

[JohnJOSullivan]

Wha?!? That's nuts. I put two tickets in--one for Fusion at first, then for Workfront. Service validated there is an outage and that they're working on it. I can't believe they wouldn't know this.

[KatherineLa]

The rep put my ticket in with this coding, which I've already requested be updated.

[JohnJOSullivan]

Forgive me for laughing like a hyena when I saw that. Yeah, an over two-hour outage is merely a trifle. 

[ConnorO2]

Calling support has never been helpful for me in the past. If you don't put in a ticket with them, your not getting any answers. 

[JustinRenteria2]

Looks like it's back up and running

[ConnorO2]

Yes! We are starting to see things load on our end as well. 

[JohnJOSullivan]

Yeah, people are able to get back in and Fusion is behaving as expected. Thank goodness...

-j