14:47 UTC | 07:47 PT
We're investigating an issue of blank screens upon login for some users. This usually can be resolved by clearing cookies and cache.
15:15 UTC| 08:14 PT
We're still actively investigating an issue of blank screens for some users. More information to come soon
15:37 UTC | 08:37 PT
Investigation continues into an issue causing blank screens for some users. No root cause has been identified yet.
16:10 UTC | 09:10 PT
We're still investigating the blank screen issue. Please try clearing cache and cookies and logging out and back into Zendesk
20:50 UTC | 13:50 PT
We've confirmed the problem causing blank screens for some users has been resolved. Post mortem to follow.
A small subset of agents were unable to access the agent interface between 17:23 UTC on April 12 and18:06 UTC on April 13. For some customers, the issue was resolved by clearing their cookies and cache, but for others, it persisted. The outage was limited to users on accounts who had not updated a single macro since 20:30 UTC on March 31, 2016.
The issue arose when code was deployed that relied on the existence of a digital key in a heavily cached payload that is required to boot the agent interface. The cached payload in question is refreshed each time a macro is edited on an account. The app failed to load for those users who had not updated any macros since March 31, 2016. To resolve the issue, we bumped the cache version key for that payload, forcing all users to fetch a fresh instance.
FOR MORE INFORMATION
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