Is Uscreen Down?

**Incident:** Storefront errors and degraded performance **Date:** September 13, 2026 **Duration:** 12:09–12:47 UTC and 13:18–13:26 UTC, approximately 45 minutes of customer impact ## Summary Some customers and end users experienced intermittent storefront errors and degraded performance during two periods on September 13. Services were restored, additional traffic protections were implemented, and the platform is operating normally. ## What happened Our infrastructure experienced an unusual spike in incoming traffic that exceeded the platform’s normal operating range. The increased load placed pressure on shared platform resources, causing intermittent errors and degraded performance across storefronts. ## Timeline of events * 12:09 UTC: Customer-visible degradation began. * 12:42 UTC: Additional traffic controls were applied. * 12:47 UTC: Services recovered from the first period of impact. * 13:18 UTC: A second period of degradation began. * 13:22 UTC: Traffic controls were further enhanced. * 13:26 UTC: Services were restored. * 16:05 UTC: Additional protections were confirmed in place, and the platform was still operating normally. ## Root cause An abnormal traffic pattern generated a sudden volume of incoming requests beyond the platform’s normal operating range. Processing these requests placed excessive pressure on shared platform resources, which led to degraded storefront performance and intermittent errors. ## What we did Our engineering team investigated the traffic pattern, applied traffic controls, and restored services. We then enabled additional protections to allow legitimate traffic through while limiting disruptive requests and monitored to confirm platform stability. ## What we’re doing to prevent recurrence We are strengthening the platform in four areas: * Expanding alerting for abnormal traffic and elevated platform resource usage. * Strengthening traffic handling and protection across storefronts. * Improving storefront caching and application efficiency to reduce the resource cost of unexpected traffic. * Increasing service isolation so that traffic pressure on one part of the platform is less likely to affect other surfaces. ## Customer impact * **Affected surfaces:** * Admin Portal * Storefront * API - V1 * API - V2 * **User-facing experience:** Intermittent errors, degraded performance, and temporary unavailability * **Data integrity:** No data loss, no security breach, no impact to customer accounts or stored content ‌ Thank you for your patience while our engineering team worked through this. We hold a high standard for platform reliability, and we are applying what we learned here. --- [2026-09-13T14:28:53.110Z] (resolved) This incident has been resolved. Services across admin dashboards, storefronts and the API are fully restored and operating normally. Thank you for your patience while our engineering team worked through this. --- [2026-09-13T13:52:53.676Z] (monitoring) A fix has been implemented, and we're currently seeing full restoration of services across admin dashboards, storefronts and the API. Our team will continue to monitor closely to ensure stability. --- [2026-09-13T13:52:39.119Z] (identified) Our engineering team is continuing to work on the broader fix. Services remain available across admin dashboards, storefronts and the API. --- [2026-09-13T13:52:26.283Z] (identified) Our engineering team has identified the cause of the errors affecting admin dashboards, storefronts, and the API. Services have been restored across affected surfaces, and the team continues to work on a broader fix. --- [2026-09-13T13:51:54.520Z] (identified) We're seeing reports of errors and service unavailability affecting admin dashboards, storefronts and the API. Our team is currently investigating.

This incident has been resolved. Our CDN partner confirmed the fix, and video playback has returned to normal. We appreciate your patience while this was being resolved. --- [2026-07-14T18:09:16.613Z] (monitoring) Our third-party CDN partner has implemented a fix and is currently monitoring the results. We're continuing to watch video playback closely and will confirm once we see full resolution. --- [2026-07-14T17:59:40.641Z] (investigating) We are continuing to investigate this issue. --- [2026-07-14T17:59:20.789Z] (investigating) A third-party CDN partner is experiencing issues that are causing video playback errors. Some videos may not play as expected. We're in close communication with our CDN partner and will provide updates as we have them.

We've applied a change that has resolved the immediate issue — visitors on affected customer websites should no longer see pages loading without proper styling. The underlying cause appears to be related to how DNS records for one of our infrastructure providers were being resolved. We've reached out to them for more detail and will share an update once we have a full explanation. If you're still seeing unstyled pages, your browser or device may have cached a previous, incorrect DNS result. Forcing a fresh lookup resolves it immediately: Chrome: 1. Paste into the address bar and press Enter:  chrome://settings/security 2. Scroll to "Use secure DNS" and turn it ON. 3. Select "Cloudflare (1.1.1.1)" from the dropdown. 4. Refresh. Edge: 1. Paste:  edge://settings/privacy 2. Scroll to "Use secure DNS" and turn it ON. 3. Select "Cloudflare (1.1.1.1)". 4. Refresh. Firefox: 1. Paste:  about:preferences#privacy 2. Scroll to "DNS over HTTPS", set to "Max Protection". 3. Choose "Cloudflare". 4. Refresh. --- [2026-07-08T20:32:15.158Z] (monitoring) We are monitoring the situation. If you're still seeing pages load without styling, try a hard refresh (Ctrl/Cmd + Shift + R) or clear your browser cache — this should resolve it immediately --- [2026-07-08T19:35:27.857Z] (investigating) We're investigating reports that some pages are loading without proper styling for a subset of visitors on certain customer websites. Our team is actively working to identify the root cause and resolve it, and we'll post updates here as we learn more