Notice history

Operational

Sep 2024

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Major outage

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Operational

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Resolved
November 07, 2024 at 1:44 PM
Resolved
November 07, 2024 at 1:44 PM
The incident has been successfully resolved and is now closed.
Brief description of the problem:
The Elera jobs at Pricesmart experienced disruptions potentially related to compatibility issues with the Python version used in the runbook. The Infrastructure team has been engaged to investigate further.
Actual state:
The Elera jobs are currently operational, but monitoring and further analysis are ongoing to ensure stability and prevent recurrence.
Root Cause:
The incident may have been caused by an incompatibility between the Python version specified in the runbook and the current system requirements for Elera jobs. Further investigation by the Infrastructure team is needed to confirm the exact cause and determine any necessary adjustments.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
November 07, 2024 at 1:20 PM
Monitoring
November 07, 2024 at 1:20 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Investigating
November 07, 2024 at 12:18 PM
Investigating
November 07, 2024 at 12:18 PM
We are currently investigating an incident affecting our systems, impacting the jobs related with Elera. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Improving the Speed and Efficiency of Our Communications

Completed
November 01, 2024 at 5:00 AM
Completed
November 01, 2024 at 5:00 AM
Maintenance has completed successfully
In progress
November 01, 2024 at 4:00 AM
In progress
November 01, 2024 at 4:00 AM
Maintenance is now in progress
Planned
November 01, 2024 at 4:00 AM
Planned
November 01, 2024 at 4:00 AM
Our Information Technology Network Team will implement a firmware upgrade to enhance the speed and efficiency of our Azure communications.
Purpose of the change: Upgrade the firmware of SD-WAN routers to improve connectivity between the Atlanta Data Center and Azure Cloud.
Date and time of the change: October 31, 2024 - 10:00 p.m., CST
Expected impact: No significant disruptions are expected, but there may be a 6-12 minute interruption for all Azure systems during the device restart.
Benefits: This upgrade will fix firmware bugs and improve security and speed for Azure connectivity.
Technical support: Please contact our PriceSmart IT Global Support Team if you experience any issues during the process.
PriceSmart IT Global Support Team

Oct 2024

Resolved
October 31, 2024 at 7:39 PM
Resolved
October 31, 2024 at 7:39 PM
The incident has been successfully resolved and is now closed.
There was a bug in Domo that was fixed by Domo Support.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
October 30, 2024 at 2:45 AM
Monitoring
October 30, 2024 at 2:45 AM
The system is stable and data is completed but the situation is being actively monitored and waiting the response from Domo support. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Identified
October 30, 2024 at 2:35 AM
Identified
October 30, 2024 at 2:35 AM
The issue has been identified and our team is working on resolving it. We appreciate your patience as we work towards a resolution. Further updates to follow. Thank you for your understanding.
Investigating
October 30, 2024 at 2:35 AM
Investigating
October 30, 2024 at 2:35 AM
We are currently investigating an incident affecting our systems, impacting the reported data in Domo for Elera. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Resolved
October 23, 2024 at 10:33 PM
Resolved
October 23, 2024 at 10:33 PM
The incident has been successfully resolved and is now closed.
Brief description of the problem:
Actual state:
Root Cause:
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
October 23, 2024 at 5:12 PM
Monitoring
October 23, 2024 at 5:12 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Identified
October 23, 2024 at 4:27 PM
Identified
October 23, 2024 at 4:27 PM
The issue has been identified and our team is working on resolving it. We appreciate your patience as we work towards a resolution. Further updates to follow. Thank you for your understanding.
Investigating
October 23, 2024 at 3:20 PM
Investigating
October 23, 2024 at 3:20 PM
We are currently investigating an incident affecting our systems, impacting the memberships in Elera. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Improving the Speed and Efficiency of Our Communications

Completed
October 23, 2024 at 5:00 AM
Completed
October 23, 2024 at 5:00 AM
Maintenance has completed successfully
In progress
October 23, 2024 at 4:00 AM
In progress
October 23, 2024 at 4:00 AM
Maintenance is now in progress
Planned
October 23, 2024 at 4:00 AM
Planned
October 23, 2024 at 4:00 AM
Our Information Technology Network Team will implement a firmware upgrade to enhance the speed and efficiency of our Azure communications.
- Purpose of the change: Upgrade the firmware of SD-WAN routers to improve connectivity between the Atlanta Data Center and Azure Cloud.
- Date and time of the change: October 22, 2024 - 10:00 p.m., CST
- Expected impact: No significant disruptions are expected, but there may be a 6-12 minute interruption for all Azure systems during the device restart.
- Benefits: This upgrade will fix firmware bugs and improve security and speed for Azure connectivity.
- Technical support: Please contact our PriceSmart IT Global Support Team if you experience any issues during the process.
PriceSmart IT Global Support Team

Resolved
October 20, 2024 at 3:04 PM
Resolved
October 20, 2024 at 3:04 PM
The incident has been successfully resolved and is now closed.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Update
October 18, 2024 at 10:52 PM
Update
October 18, 2024 at 10:52 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Monitoring
October 18, 2024 at 6:46 PM
Monitoring
October 18, 2024 at 6:46 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Identified
October 18, 2024 at 3:37 PM
Identified
October 18, 2024 at 3:37 PM
The issue has been identified and our team is working on resolving it. We appreciate your patience as we work towards a resolution. Further updates to follow. Thank you for your understanding.
Update
October 18, 2024 at 3:37 PM
Update
October 18, 2024 at 3:37 PM
We are currently investigating an incident affecting our systems, impacting the accounts information in Elera. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.
Investigating
October 18, 2024 at 3:33 PM
Investigating
October 18, 2024 at 3:33 PM
We are currently investigating an incident affecting our systems, impacting the accounts information in Elera. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Resolved
October 18, 2024 at 3:31 PM
Resolved
October 18, 2024 at 3:31 PM
The incident has been successfully resolved and is now closed.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
October 18, 2024 at 3:26 PM
Monitoring
October 18, 2024 at 3:26 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Investigating
October 17, 2024 at 7:01 PM
Investigating
October 17, 2024 at 7:01 PM
We are currently investigating an incident affecting our systems, there was a problem with our CDC tool that failed to bring the information for account. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Sep 2024

Resolved
September 23, 2024 at 5:03 PM
Resolved
September 23, 2024 at 5:03 PM
The incident has been successfully resolved and is now closed.
Brief description of the problem:
An outage was experienced due to AWS tunnels going down, leading to loss of connectivity between our on-premise infrastructure and the cloud resources hosted on AWS. This impacted the availability and functionality of applications dependent on this connection.
Actual state:
The AWS tunnels were restored, and connectivity has been re-established.
Root Cause:
The incident was caused by a disruption in AWS Site-to-Site VPN tunnels, likely due to either network misconfigurations, a temporary issue with AWS networking services, or a failure in VPN endpoints. Further analysis revealed that the automatic failover mechanism did not engage as expected, prolonging the downtime.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
September 23, 2024 at 4:39 PM
Monitoring
September 23, 2024 at 4:39 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Identified
September 23, 2024 at 3:52 PM
Identified
September 23, 2024 at 3:52 PM
The issue has been identified and our team is working on resolving it. We appreciate your patience as we work towards a resolution. Further updates to follow. Thank you for your understanding.
Resolved
September 23, 2024 at 2:29 PM
Resolved
September 23, 2024 at 2:29 PM
The incident has been successfully resolved and is now closed.
Brief description of the problem:
An outage was experienced due to AWS tunnels going down, leading to loss of connectivity between our on-premise infrastructure and the cloud resources hosted on AWS. This impacted the availability and functionality of applications dependent on this connection.
Actual state:
The AWS tunnels were restored, and connectivity has been re-established.
Root Cause:
The incident was caused by a disruption in AWS Site-to-Site VPN tunnels, likely due to either network misconfigurations, a temporary issue with AWS networking services, or a failure in VPN endpoints. Further analysis revealed that the automatic failover mechanism did not engage as expected, prolonging the downtime.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
September 23, 2024 at 12:34 PM
Monitoring
September 23, 2024 at 12:34 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Identified
September 23, 2024 at 12:22 PM
Identified
September 23, 2024 at 12:22 PM
The issue has been identified and our team is working on resolving it. We appreciate your patience as we work towards a resolution. Further updates to follow. Thank you for your understanding.
Investigating
September 23, 2024 at 12:10 PM
Investigating
September 23, 2024 at 12:10 PM
We are currently investigating an incident affecting our systems, impacting the login and order process in the site. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Resolved
September 10, 2024 at 7:42 PM
Resolved
September 10, 2024 at 7:42 PM
The incident has been successfully resolved and is now closed.
Brief description of the problem:
We experienced an issue that affected system connectivity, causing disruptions in communication between critical services. This resulted in delays and failures in processing requests.
Actual state:
The issue has been identified and resolved. Connectivity between services has been restored, and systems are functioning as expected.
Root Cause:
The root cause appears to be related to a failure in an AWS tunnel, which caused intermittent network interruptions. This tunnel is responsible for securely routing traffic between services, and its malfunction led to the communication breakdown. Further investigation is ongoing to confirm the exact failure point within the tunnel configuration.
Our systems are back to normal operation. Thank you for your understanding and support throughout this process.
Monitoring
September 10, 2024 at 7:27 PM
Monitoring
September 10, 2024 at 7:27 PM
The system is stable but the situation is being actively monitored. We are closely watching for any potential impact and taking necessary measures. Further updates to follow. Thank you for your patience and understanding.
Investigating
September 10, 2024 at 7:22 PM
Investigating
September 10, 2024 at 7:22 PM
We are currently investigating an incident affecting our systems. Our team is actively working to identify and resolve the issue. Further updates to follow. Thank you for your patience.

Sep 2024 to Nov 2024

Clubs PSMT - Notice history

8702 - Portmore experiencing major outage

Notice history

Nov 2024

Oct 2024

Sep 2024