[App] [German System / US System] - The old menu is displayed for customers who have not yet rolled out the new mobile menu for all users

Incident Report for Staffbase

Postmortem

Summary
On August 20, 2025, global administrative roles using the mobile view experienced an issue where an outdated menu was displayed instead of the current version. The issue was identified and resolved the same day.
What Happened
A system behavior caused the global administrative roles view on mobile to temporarily show an older version of the menu. This affected how content editors previewed the navigation in the editing environment. The live view for end users was not affected. The issue was corrected with a product update.
Future Improvements
We will implement additional checks to ensure that the editing environment accurately reflects the current state of content across all views. Thank you for your understanding as we continue to improve the reliability of our platform. If you have any questions or concerns, please contact our support team at support@staffbase.com.

Posted Sep 26, 2025 - 15:46 CEST

Resolved

The issue is resolved. We apologize for the inconvenience this has caused.

Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Posted Aug 20, 2025 - 15:13 CEST

Monitoring

We have implemented a fix to resolve the issue and the new mobile menu should display for system wide roles only as intended.
For the fix to take effect, please fully close the app and restart it.

We will continue to monitor the systems until we are sure the issue is fully resolved.

Posted Aug 20, 2025 - 14:06 CEST

Identified

We have identified the root cause and will now take steps to fix the issue.

Posted Aug 20, 2025 - 13:15 CEST

Investigating

Affected feature: Mobile Menu

Customers who have not yet rolled out the new mobile menu for all users (but only for global roles), currently see the old menu in the app.

Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon.
You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title.

We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Posted Aug 20, 2025 - 10:47 CEST