Issue sending replies

Incident Report for AppFollow Status Page

Postmortem

Incident Description: On the 19th and 20th of September, we experienced a bug that impacted our service and caused disruption for our customers, preventing them from replying to reviews.

Incident Timeline:

Replies Endpoint Modification: Complexities emerged during endpoint changes.
Unidentified Processing Bug: A bug went unnoticed due to testing limitations.
Simultaneous Disruptions: Two disruptions affecting replies functionality emerged at the same time:

App Store side, which required App Store Connect users to accept an updated agreement on their end.
Internal Bug: Endpoint changes caused the issue.

Key Takeaways and Plan: * Adjustment of deployment processes * Enhance monitoring and metrics. * Implement real-time alerts. * Enforce vigilant monitoring.

Posted Sep 27, 2023 - 11:52 UTC

Resolved

The issue with sending replies is resolved.

Posted Sep 22, 2023 - 09:24 UTC

Investigating

We still see some cases where the replies are still not sending. Continuing the investigation.

Posted Sep 20, 2023 - 10:40 UTC

Monitoring

We have implemented the fix and are monitoring the results. All replies should be going through normally.

Posted Sep 20, 2023 - 09:42 UTC

Investigating

We are currently facing issues on sending replies to the stores, which return "Error while publishing" and "Your reply was not published, please check the Reply to Reviews integration." errors. Our team is already working on a fix for this issue, and we will provide updates as soon as we have them.

Posted Sep 19, 2023 - 13:38 UTC

This incident affected: App Store (Reply to Reviews) and Google Play (Reply to Reviews).