Summary: Beginning at approximately 12:50 PM PT on May 7th, customers using the AutoRec Matching module were unable to upload transaction files or sync data from NetSuite. Uploads failed without clear error messages, and NetSuite sync jobs appeared to stall without completing. Upload functionality was restored at 8:38 AM PT on May 8th, and NetSuite sync functionality was restored at approximately 1:40 PM PT.
Root Cause: While resolving a separate platform issue, a routine redeployment of several background services caused two of them to load incompatible versions of a shared software component.
Immediate Resolution: Both services were restored to their correct configurations, resolving file upload and NetSuite sync failures across all production regions. A backlog of jobs that had stalled during the incident was also cleared manually, allowing them to complete successfully.
Follow-up Actions: The team is putting in place more rigorous validation steps around service redeployments to catch configuration mismatches earlier. Additional monitoring is being added to surface these issues faster if they occur.