Insights reporting on the Firstup US1 region have now been restored and are fully operational. We will continue to keep all impacted services under monitoring for stability and functionality.
Posted Oct 20, 2025 - 21:50 UTC
Update
Insights reporting on Firstup's US1 region remain unavailable while Amazon rebuilds the AWS Redshift data store that it relies on. We have received a number of progress updates from AWS throughout the day, but no firm commitment thus far of service restoration. All other Firstup services remain fully operational.
Posted Oct 20, 2025 - 21:28 UTC
Update
We are continuing to monitor for any further issues.
Posted Oct 20, 2025 - 21:19 UTC
Monitoring
We are observing substantial improvements in error rates platform wide. Moving incident to Monitoring status and Studio and Web Experience to fully operational. We have separate work streams for Insights, and web experience images intermittently not displaying.
Posted Oct 20, 2025 - 18:20 UTC
Update
We are continuing to observe a low level of errors and intermittent network connectivity drops within the AWS cloud infrastructure. Service tuning on our side has been insufficient at times to handle the level of degredation we are observing with the underlying infrastructure. The following impact is being observed: * Web Experience - intermittent 502 Gateway Errors, blank white screen, errors loading content feed * Image transformation - some images are not displaying correctly and placeholders are being shown instead * User sync - we are reaching out directly to Customers we feel the user file upload may have failed while AWS S3 service wasn't available * Videos - AWS transcoding service appears to still be which is impacting video uploads * Studio performance and availability degraded due to AWS backend network connectivity problems
Posted Oct 20, 2025 - 17:46 UTC
Update
We are continuing to observe a low level of errors and intermittent network connectivity drops within the AWS cloud infrastructure. Service tuning on our side has been insufficient at times to handle the level of degredation we are observing with the underlying infrastructure. The following impact is being observed: * Web Experience - intermittent 502 Gateway Errors, blank white screen, errors loading content feed * Image transformation - some images are not displaying correctly and placeholders are being shown instead * User sync - we are reaching out directly to Customers we feel the user file upload may have failed while AWS S3 service wasn't available * Videos - AWS transcoding service appears to still be which is impacting video uploads
Posted Oct 20, 2025 - 16:56 UTC
Update
We are continuing to investigate this issue.
Posted Oct 20, 2025 - 15:47 UTC
Update
AWS are still investigating the issue impacting Insights. There is also an issue impacting the display of some images on Web Experience and Campaigns sent, this is also third party caused and related to the AWS issue.
Posted Oct 20, 2025 - 15:24 UTC
Update
It has been confirmed that this is a residual issue from the AWS issue earlier and Engineering are working with AWS to resolve. It is not only Firstup impacted by this residual issue, Studio/ Web Experience and Mobile channels all remain available.
Posted Oct 20, 2025 - 14:26 UTC
Update
We are working with AWS to restore service to the Insights Reports. Initial investigation is pointing to a residual issue from the earlier Third Party issue with AWS.
Posted Oct 20, 2025 - 13:37 UTC
Investigating
We are currently investigating an issue where Studio Insights Reports are not available on the Firstup US platform. Updates to follow asap.
Posted Oct 20, 2025 - 13:18 UTC
This incident affects: Products (Creator Studio, Classic Studio, Web Experience, Insights) and 3rd-Party Dependencies (Image Transformation API).