Confluence Page Load Errors

Summary

On Apr 14, 2025, between 18:40 and 19:00 UTC, some Atlassian customers in the US East region using Confluence Cloud products encountered errors when viewing pages. The event was triggered by a temporarily spiked error on Confluence backend services due to a capacity issue. Our alerts detected the incident within 11 minutes and the impact was mitigated by scaling up the backend service that was under load. This restored the Atlassian services to a fully operational state. The total time to resolution was approximately 20 minutes.

IMPACT

The impact occurred on Apr 14, 2025, between 18:40 and 19:00 UTC, to customers using Confluence Cloud. The incident caused service disruption to some US East region customers, resulting in reduced functionality and limited access when loading Confluence pages, space overviews, and the home page.

ROOT CAUSE

The incident's root cause stemmed from one of Confluence's non-critical backend services not being fully scaled to accommodate an unusual spike in traffic. Although failures from this backend service shouldn't affect page views critically, it was treated as a severe failure, impacting the Confluence core experience in this incident.

REMEDIAL ACTION PLAN & NEXT STEPS

We fully understand that outages impact your productivity. We continuously evaluate and validate the capacity of our backend services that are critical to the Confluence user experience. However, the impact of this non-critical backend service on the Confluence page view functionality was not identified beforehand.

We are prioritizing the following improvement actions designed to avoid repeating this type of incident:

• Reviewing the peak capacity allocated for critical backend services and ensuring that adequate capacity is reserved to encounter traffic spikes.
• Introducing fallback mechanisms for failures from non-critical backend services to improve Confluence service resiliency.

We apologize to customers whose services were impacted by this incident. We are taking steps designed to improve the platform’s performance and availability.

Thanks,

Atlassian Customer Support