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[App/Intranet/Studio] – platforms may show temporary loading issues when using data connection in Telekom networks
Incident
Report for Staffbase
Resolved
This incident has been resolved.
Summary:
Our internal systems are fully operational and performing as expected. We understand how important consistent performance is for your work, and we appreciate your patience while we investigated these reports.
Root Cause Analysis:
Throughout our investigation, we identified that intermittent loading delays when accessing the Staffbase App or Intranet were caused by external network routing and capacity constraints within the Deutsche Telekom AG network (including subsidiary providers using Telekom infrastructure).
These delays typically occur during general peak internet traffic hours. Because this behavior originates from interconnections between independent network providers, it is outside of Staffbase’s direct technical control. This is not a malfunction of the Staffbase application, and other affected global platforms are experiencing similar symptoms during those occurrences.
Next Steps:
While we continue to monitor the situation alongside our infrastructure partners, we recommend that affected users or their IT departments reach out to their internet service provider (ISP) for further assistance.
If you have any further questions, our team is here to help at support@staffbase.com.
Summary:
Our internal systems are fully operational and performing as expected. We understand how important consistent performance is for your work, and we appreciate your patience while we investigated these reports.
Root Cause Analysis:
Throughout our investigation, we identified that intermittent loading delays when accessing the Staffbase App or Intranet were caused by external network routing and capacity constraints within the Deutsche Telekom AG network (including subsidiary providers using Telekom infrastructure).
These delays typically occur during general peak internet traffic hours. Because this behavior originates from interconnections between independent network providers, it is outside of Staffbase’s direct technical control. This is not a malfunction of the Staffbase application, and other affected global platforms are experiencing similar symptoms during those occurrences.
Next Steps:
While we continue to monitor the situation alongside our infrastructure partners, we recommend that affected users or their IT departments reach out to their internet service provider (ISP) for further assistance.
If you have any further questions, our team is here to help at support@staffbase.com.
Monitoring
We are aware that some users on the Telekom network may still experience intermittent loading issues within the app. The root cause has been identified as a routing issue between Telekom and Cloudflare, the global CDN provider. While this is an external network conflict, we take the situation very seriously and are in contact with Cloudflare to expedite a sustainable solution.
We estimate that only a small number of users are affected. If you are currently experiencing issues, we recommend fully closing the app, waiting a few minutes, and then restarting it. In many cases, this allows the network to re-establish a stable connection. Another possible solution is to connect via a different network—for example, switching from Wi-Fi to mobile data.
We are monitoring the situation closely and will provide further updates as soon as more information becomes available. Thank you for your patience and understanding.
We estimate that only a small number of users are affected. If you are currently experiencing issues, we recommend fully closing the app, waiting a few minutes, and then restarting it. In many cases, this allows the network to re-establish a stable connection. Another possible solution is to connect via a different network—for example, switching from Wi-Fi to mobile data.
We are monitoring the situation closely and will provide further updates as soon as more information becomes available. Thank you for your patience and understanding.
Investigating
Affected feature: App & Intranet
We have received reports that the Staffbase App and Intranet may not load correctly when accessed via mobile data on the Telekom network. This behavior does not occur consistently and seems to affect only some users.
Initial analysis suggests that the issue may be related to the network routing (peering) between Telekom and our CDN provider Cloudflare.
Our teams are currently investigating the behavior and will work to address it as quickly as possible. We will share more information as soon as it becomes available.
We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com
We have received reports that the Staffbase App and Intranet may not load correctly when accessed via mobile data on the Telekom network. This behavior does not occur consistently and seems to affect only some users.
Initial analysis suggests that the issue may be related to the network routing (peering) between Telekom and our CDN provider Cloudflare.
Our teams are currently investigating the behavior and will work to address it as quickly as possible. We will share more information as soon as it becomes available.
We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com
This incident affected: App, Intranet & Staffbase Email (Web Application (Europe) [SLA], Native App - iOS, Native App - Android).