On April 10, 2025, starting at approximately 15:43 UTC, users of the Lucidworks Platform UI at platform.lucidworks.com may have experienced issues accessing or altering their Lucidworks Platform product configurations. This was due to an error introduced during the deployment of a new service as part of a forthcoming product rollout. The issue was identified and resolved by 16:19 UTC.
The incident occurred when a new service was deployed with an incorrect network configuration. The Lucidworks Platform uses a global load-balancing and routing system to direct traffic to the various services it provides. When introducing a new route to accommodate a newly-developed service, a misconfiguration of that routing layer inadvertently resulted in UI traffic being directed to this new service, which affected the reachability of platform.lucidworks.com for all users. Our engineering team identified the problem and resolved it by reverting the routing configuration to the previous stable state.
Our internal investigation revealed that the configuration error stemmed from incomplete internal documentation as well as a need for more rigorous processes for deploying new services. We are taking steps to address these internal factors to prevent similar issues in the future, as described below.
Detection of this incident could have been more timely. Our postmortem analysis revealed a misconfigured alert that was incorrectly getting set to a lower severity than is appropriate for this level of impact. This misconfiguration has been corrected.
Lucidworks is committed to providing a stable and reliable platform experience for all users. As a result of this incident, we are taking the following actions:
There are no recommended client actions as a result of this incident. If you have any follow-up questions or concerns, please submit a request with Lucidworks Support.