We've had a string of search-related incidents over the past few days and last week and we want to share more details about what's going on and how we plan to address the ongoing issues.
If you’re seeing errors related to “Failure to load user list” or “error in retrieving users,” this is related to the ongoing errors with search. Fixing these errors is our top priority.
FIrst off, we know that this is frustrating. You rely on FullStory to be fast and reliable and we're sorry we've let you down. Our engineering team’s highest priority is and will remain addressing these issues as soon as possible so that customers can get full value from FullStory.
Here are the full details on what’s going on: Our customer base has grown faster than we’ve scaled our search cluster. You may have noticed that with FullStory 4, there’s a new and heavy emphasis on search, which allows you to paste in just about anything and FullStory will suggest exactly what to search. Because of this, the search cluster is becoming intermittently overloaded, which is causing the FullStory application to have increased search latency, which in turn can cause “time outs” such that the UI fails to return results.
Addressing these issues is our highest priority.
We have short-term (i.e. hours/days) and medium-term (1-2 weeks) plans, and although the next day or two may continue to be bumpy, we anticipate that we will begin to make visible progress in returning to normal operation soon.
If you have any questions or concerns, feel free to reach out to us at support@fullstory.com.