The Atlassian Outage Just Keeps Going and Going and… – InApps 2025

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Key Summary

This article from InApps Technology, authored by Phu Nguyen, details a prolonged Atlassian outage starting April 5, 2022, affecting services like Jira Software, Jira Work Management, Jira Service Management, Confluence, Opsgenie Cloud, Statuspage, and Atlassian Access for a small subset of users. Caused by a maintenance script error that unintentionally disabled sites, the outage impacted approximately 400 out of 226,000 customers. Atlassian’s response, involving hundreds of engineers, aimed to restore services without data loss, but the complex rebuild process extended recovery timelines up to two weeks, frustrating affected users.

Context:
- Outage Overview: Unlike typical web service outages resolved within hours or a day, Atlassian’s issue persisted for over a week, disrupting critical tools for affected users.
- Cause: A maintenance script meant to clean up old data from legacy features accidentally deactivated some sites, as confirmed by CEO Scott Farquhar in a user communication (not officially verified).
- Not a Cyberattack: Atlassian clarified there was no unauthorized data access or cyberattack involved.
Impact:
- Affected Services: Included Jira Software, Jira Work Management, Jira Service Management, Confluence, Opsgenie Cloud, Statuspage, and Atlassian Access.
- Scale: Only 400 users (a fraction of Atlassian’s 226,000 customers) were impacted, but the disruption was severe for those affected.
- User Frustration:
  - Morten Linderud (developer) noted project managers resorting to Slack threads and Word documents for service request queues and on-call checklists.
  - A Reddit user expressed frustration over a potential two-week recovery timeline, highlighting the strain on system administrators.
Atlassian’s Response:
- Initial Statement (April 6): Acknowledged the issue as an unintentional site disablement during maintenance, with an apology for the inconvenience.
- Restoration Efforts:
  - Mobilized hundreds of engineers working 24/7 to restore services.
  - By April 11 (15:34 UTC), restored functionality for over 35% of affected users with no reported data loss.
  - Rebuild Complexity: Involves multiple steps to validate sites and verify data integrity, prolonging recovery.
- CEO Apology: Scott Farquhar personally apologized, emphasizing Atlassian’s commitment to dependability, transparency, and customer service, admitting failure to meet these standards.
- Preventive Measures: Steps implemented to avoid recurrence, though specifics were not provided.
User Concerns:
- Primary worry was potential data loss, though no losses were reported at the time of the article.
- Users struggled with disrupted workflows, relying on makeshift solutions like Slack and Word documents.
InApps Insight:
- InApps Technology, ranked 1st in Vietnam and 5th in Southeast Asia for app and software development, specializes in DevOps and cloud-based solutions to enhance system reliability and prevent outages.
- Leverages React Native, ReactJS, Node.js, Vue.js, Microsoft’s Power Platform, Azure, Power Fx (low-code), Azure Durable Functions, and GraphQL APIs (e.g., Apollo) to build resilient applications.
- Offers outsourcing services for startups and enterprises, delivering reliable software solutions at 30% of local vendor costs, supported by Vietnam’s 430,000 software developers and 1.03 million ICT professionals.
Call to Action:
- Contact InApps Technology at www.inapps.net or sales@inapps.net to develop resilient cloud-native systems or explore DevOps solutions to mitigate outage risks.

No Other Explanation

Officially Atlassian hasn’t had any other explanation for the service failure. In a purported note to a Jira user from Atlassian CEO Scott Farquhar, however, he said, “On Tuesday morning (April 5 PDT), we conducted a maintenance procedure designed to clean up old data from legacy capabilities. As a result, some sites were unintentionally deactivated, which removed access to our products for you and a small subset of our customers. We can confirm this incident was not the result of a cyberattack and there has been no unauthorized access to your data.”

The company said the right things: “This is our top priority and we have mobilized hundreds of engineers across the organization to work around the clock to rectify the incident.” But days into the outage, users are getting sick and tired of waiting.

As developer Morten Linderud, tweeted, “Our project managers are climbing the walls and our service request queues are all Slack threads. I’m currently doing the on-call rotation checklist in a badly formatted Word document someone had managed to copy from Confluence.”

Small Number Affected

The only consolation is the outage appears to be affecting only a small number, 400, users. That amounts to a tiny fraction of Atlassian’s user base of approximately 226,000 customers. Of course, if you’re one of those impacted, you’re hating life right about now.

As one user put it on Reddit, Atlassian just sent an update that read: “We were unable to confirm a more firm ETA until now due to the complexity of the rebuild process for your site. While we are beginning to bring some customers back online, we estimate the rebuilding effort to last for up to 2 more weeks.”

His reaction? “Thoughts and prayers to my sanity, fellow sys admins.”

Status Report

In its most recent status report, April 11, 15:34 UTC, Atlassian said, “A small number of Atlassian customers continue to experience service outages and are unable to access their sites. Our global engineering teams are working 24/7 to make progress on this incident. At this time, we have rebuilt functionality for over 35% of the users who are impacted by the service outage, with no reported data loss. The rebuild stage is particularly complex due to several steps that are required to validate sites and verify data. These steps require extra time but are critical to ensuring the integrity of rebuilt sites. We apologize for the length and severity of this incident and have taken steps to avoid a recurrence in the future.”

Farquhar, also said, “I want to personally apologize for the Atlassian outage that you are experiencing. We understand how mission-critical our products are to your business and want to make sure you know we are doing everything we can to resolve this. We hold ourselves to the highest standards in dependability, transparency, and customer service, and over the past few days, we have failed to live up to that standard.”

The chief concern of many of those who’ve been hit by this problem is that they’ll end up losing data. To date, though, no one has reported losing their data. Hopefully, no one will, and all will, eventually, be well for all of Atlassian’s users.

Featured image via Pixabay.

Source: InApps.net

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Phu Nguyen

As a Senior Tech Enthusiast, I bring a decade of experience to the realm of tech writing, blending deep industry knowledge with a passion for storytelling. With expertise in software development to emerging tech trends like AI and IoT—my articles not only inform but also inspire. My journey in tech writing has been marked by a commitment to accuracy, clarity, and engaging storytelling, making me a trusted voice in the tech community.