Notebook services are unavailable

Summary:

On 14th July 2025, users reported issues accessing notebook services within the Production East US2 environment. Our SRE team immediately initiated an investigation and identified a degraded compute resource impacting service availability. The affected component was isolated and recovered, restoring full access to notebook services. The incident has been resolved, and all systems are functioning normally.

Customer Impact:

Users within the Production East US2 environment were temporarily unable to access notebook services.

Root Cause:

The issue was caused by a performance degradation on one of the underlying compute nodes, which temporarily disrupted notebook services.

Remediations:

The affected compute node was isolated and services were redirected to healthy nodes, restoring notebook access.

Future Mitigating Actions:

Refine monitoring thresholds and alerts for quicker detection and response.

We have confirmed internally and with our customers that the Aera platform is now fully restored.

We appreciate your patience during this incident and apologise for any inconvenience that this issue may have caused. Our teams are now working on documenting a comprehensive root cause analysis which we will share with you shortly.

If you have any questions or experience any further problems please don’t hesitate to reach out to our Support team at Aera Support Portal

We are continuing to investigate the issues with Notebook. Our engineers are actively working to restore service as quickly as possible. Thank you for bearing with us whilst we work through these issues.

This notice is to advise you that we are receiving reports of our customers experiencing difficulties with Notebook services. We are actively investigating and will provide regular updates until the issues are resolved.

Our apologies for the inconvenience this may be causing and we appreciate your patience as we investigate further.