HubSpot goes offline just hours after announcing upgrades to its enterprise suite

Just hours after HubSpot unveiled a “major upgrade” to its enterprise-level marketing, sales and service hubs, including new platform-wide video functionality, the company confirmed an outage that affected user features and websites Thursday morning.

The company said that the issue — a bug in the confirmation code — was identified early Thursday morning and has now been fixed, though it acknowledged that it’s still in the process of fixing issues caused by the bug.

At 04:38 EDT our team identified the issue, and at 5:45 EDT we identified the cause. The cause was a bug in the product configuration code that had ripple effects across the product. The most straightforward way to say it is that the bug caused affected HubSpot portals to temporarily forget they were enterprise and lose access to those features.

At 7:06 EDT we fixed the bug, and resolved the underlying issue. We are currently working to resolve issues that were a direct result of this outage.

Twitter was abuzz this morning with affected companies using the hashtag #hubspotdown to air their concerns.

The company issued a mea culpa on its blog:

We’re sorry.

Own your mistakes. That’s a core tenet of the Customer Code that HubSpot announced on stage at INBOUND this week. We just didn’t know we’d have to put it to use so quickly. On the morning of September 6, an internal issue caused Marketing Hub enterprise customers to lose features and caused their websites to fail. Any outage is bad, but an outage that affects your website — your company’s digital front door to the world — and key tools like workflows is worse. For those affected, we are so sorry our mistake disrupted your business.

About The Author

Robin Kurzer

Robin Kurzer started her career as a daily newspaper reporter in Milford, Connecticut. She then made her mark on the advertising and marketing world in Chicago at agencies such as Tribal DDB and Razorfish, creating award-winning work for many major brands. For the past seven years, she’s worked as a freelance writer and communications professional across a variety of business sectors.