Unable to create Payments and Conversions
Incident Report for Currencycloud

The platform was available, however an issue with messaging between internal services meant failures were seen when creating conversions, creating payments or performing transfers. The platform internal message broker service failed following a change to adjust the instance sizes, this prompted the manual shut down of the conversions/create API to limit the impact of conversions being created inconsistently or in an untimely manner.

16:33 UTC - Currencycloud alerting identified failures on the conversion/create and payment/create API endpoints

16:45 UTC - Investigations identified that some conversions and payments were failing and some conversions and transfers were not completing

16:57 UTC - The platform message broker service was observed to be erroring so the conversions/create endpoint was blocked to stop further issues at source

17:15 UTC - Deeper investigation identified that the platform’s internal messaging service was not configured correctly and had essentially degraded during the duration of a scheduled change, it eventually ceased functioning

17:22 UTC - One instance of the messaging service was restarted, messaging began to recover

17:24 UTC - The conversion/create endpoint was unblocked

17:33 UTC - Issues no longer being seen on payments but some conversions still failing

17:38 UTC - The conversions/create endpoint was blocked once more

17:54 UTC - All all other message broker instances were restarted to ensure correct configuration

17:55 UTC - No more errors observed, system stabilised and monitored

18:05 UTC - The conversion/create endpoint was unblocked

18:25 UTC - Incident confirmed as resolved after a further period of monitoring

Recreating the erroring message broker instances to remove the misconfiguration resolved the issue

Root Cause Analysis
A routine change to our messaging broker service caused instances to restart in a corrupted state. The change followed a documented process which, as designed, terminated each instance and reintroducing them in turn with the newly desired configuration, however the new service instances failed sync correctly when reintroduced. The conversions create endpoint was disabled in order to contain impact whilst the issue was resolved.

Remediation Items
• Review and implement changes to our conversions flow in order to prevent a message broker outage resulting in the need to block the conversions end point
• Review timing of routine changes to this critical platform component to ensure any impact from issues encountered is minimal

Posted Aug 10, 2020 - 15:39 UTC

After a further period of monitoring the Conversion service has now stabilised. This incident has now been Resolved.
Apologies for any inconvenience caused.
Posted Aug 04, 2020 - 18:25 UTC
Unfortunately we are continuing to see some errors with Conversion creation. Payment creation is available.
Posted Aug 04, 2020 - 17:42 UTC
The issue has been identified and a fix implemented, all services are now operational and we will continue to monitor before resolving this incident.
Posted Aug 04, 2020 - 17:33 UTC
We are currently experiencing issues with the creation of Payments and Conversions on the platform.

Investigations are ongoing with the highest priority and an update will be provided as soon as possible.
Posted Aug 04, 2020 - 17:02 UTC
This incident affected: Payments and Conversions.