2025-01-06: Unable to access gitlab.com, getting 500 response from issues and epics

Customer Impact

Current Status

Timeline

• 2025-01-06 14:59 UTC - A significant increase in 500 errors observed.
• 2025-01-06 15:12 UTC - The number of 500 errors reduced to normal levels.
• 2025-01-06 15:12 UTC - Main incident appears to be mitigated.
• 2025-01-06 15:13 UTC - Ongoing 500 errors identified from Sidekiq. Investigation underway.
• 2025-01-06 15:22 UTC - Sidekiq recovery in progress.
• 2025-01-06 15:35 UTC - Root cause identified: database issue post-migration (gitlab-org/gitlab!174172 (merged)).
• 2025-01-06 15:37 UTC - Incident fully mitigated.

📝 Summary for CMOC notice / Exec summary:

1. Customer Impact: 500 errors on the main page gitlab.com.
2. Service Impact: ServiceWeb ServiceSidekiq
3. Impact Duration: 14:56 UTC - 15:12 UTC (16 minutes (+14 Sidekiq impact))
4. Root cause: #19079 (comment 2283342105)

📚 References and helpful links

Recent Events (available internally only):

• Feature Flag Log - Chatops to toggle Feature Flags Documentation
• Infrastructure Configurations
• GCP Events (e.g. host failure)

Deployment Guidance

• Deployments Log | Gitlab.com Latest Updates
• Reach out to Release Managers for S1/S2 incidents to discuss Rollbacks, Hot Patching or speeding up deployments. | Rollback Runbook | Hot Patch Runbook

Use the following links to create related issues to this incident if additional work needs to be completed after it is resolved:

• Corrective action ❙ Infradev
• Incident Review ❙ Infra investigation followup
• Confidential Support contact ❙ QA investigation

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