Incident Start Time 24 September 2026, 18:23 BST

Incident End Time 24 September 2026, 18:45 BST

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Issue Summary

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On 24 September 2026, users experienced an issue accessing assets within DAM and the CMS Asset Library. Whilst existing published content was not impacted, users were unable to view assets within DAM, and asset libraries appeared empty in CMS when attempted to import assets into content.

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Root Cause

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Our investigation identified a failure within one of the shards of our search and indexing service (SOLR), which is responsible for making assets discoverable within DAM and the CMS Asset Library.

Recovering the affected shard restored functionality. 

Further investigation identified that indexing larger text-based files contributed to increased memory consumption, which we believe caused the service failure.

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Corrective Actions

• We have reviewed and updated our monitoring and alerting to improve our ability to detect and respond to potential issues.
• We have identified a change to the indexing process that will reduce memory consumption. This fix is currently being prioritised for release.
• We will continue monitoring indexing activity and memory consumption to assess the effectiveness of these improvements.