Atlassian Cloud Services impacted

Postmortem publish date: Nov 19th, 2025

Summary

All dates and times below are in UTC unless stated otherwise.

Customers utilizing Atlassian products experienced elevated error rates and degraded performance between Oct 20, 2025 06:48 and Oct 21, 2025 04:05. The service disruptions were triggered due to an AWS DynamoDB outage and further affected by subsequent failures in AWS EC2 and AWS Network Load Balancer within the us-east-1 region.

The incident started at Oct 20, 2025 06:48 and was detected within six minutes by our automated monitoring systems. Our teams worked to restore all core services by Oct 21, 2025 04:05. Final cleanup of backlogged processes and minor issues was completed on Oct 22, 2025.

We recognize the critical role our products play in your daily operations, and we offer our sincere apologies for any impact this incident had on your teams. We are taking immediate steps to enhance the reliability and performance of our services, so that you continue to receive the standard of service you have come to trust.

IMPACT

Before examining product-level impacts, it's helpful to understand Atlassian's service topology and internal dependencies.

Products such as Jira and Confluence are deployed across multiple AWS regions. The data for each tenant is stored and processed exclusively within its designated host region. This design is intentional and represents the desired operational state, as it limits the impact of any regional outage strictly to tenants in-region, in this case us-east-1.

While in-scope application data is pinned to the region selected by the customer, there are times when systems need to call other internal services that may be based in a different region. If a problem occurs in the main region where these services operate, systems are designed to automatically fail over to a backup region, usually within three minutes.

However, if unexpected issues arise during this failover, it can take longer to restore services. In rare cases, this could affect customers in more than one region. It’s important to note that all in-scope application data for supported products is pinned according to a customer’s chosen region.

Jira

Between Oct 20, 2025 06:48 and Oct 20, 2025 20:00, customers with tenants hosted in the us-east-1 region experienced increased error rates when accessing core entities such as Issues, Boards, and Backlogs. This disruption was caused by AWS's inability to allocate AWS EC2 instances and elevated errors in AWS Network Load Balancer (NLB). During this window, users may also have observed intermittent timeouts, slow page loads, and failures when performing operations like creating or updating issues, loading board views, and executing workflow transitions.

Between Oct 20, 2025 08:36 and Oct 20, 2025 09:23, customers across all regions experienced elevated failure rates when attempting to load Jira pages. This disruption was caused by the regional frontend service entering an unhealthy state during this specific time interval.

Normally, the frontend service connects to the primary AWS DynamoDB instance located in the us-east-1 to retrieve the most recent configuration data necessary for proper operation. Additionally, the service is designed with a fallback mechanism that references static configuration data in the event that the primary database becomes inaccessible. Unfortunately, a latent bug existed in the local fallback path. When the frontend service nodes restarted, they were unable to load critical operational configuration data from primary or fallback sources, leading to the observed failures experienced by customers.

Between Oct 20, 2025 06:48 and Oct 21, 2025 06:30, customers experienced significant delays and missing Jira in-app notifications across all regions. The notification ingestion service, which is hosted exclusively in us-east-1, exhibited an increased failure rate when processing notification messages due to AWS EC2 and NLB issues. This issue resulted in notifications being delayed - and in some cases, not delivered at all - to users worldwide.

Jira Service Management (JSM)

JSM was impacted similarly to Jira above, with the same timeframes and for the same reasons.

Between Oct 20, 2025 08:36 and Oct 20, 2025 09:23, customers across all regions experienced significantly elevated failure rates when attempting to load JSM pages. This affected all JSM experiences including the Help Centre, Portal, Queues, Work Items, Operations, and Alerts.

Confluence

Between Oct 20, 2025 06:48 and Oct 21, 2025 02:45, customers using Confluence in the us-east-1 region experienced elevated failure rates when performing common operations such as editing pages or adding comments. The primary cause of this service degradation was the system's inability to auto-scale due to AWS EC2 issues to manage peak traffic load effectively.

Though the AWS outage ended at Oct 20, 21:09, a subset of customers continued to experience failures as some Confluence web server nodes across multiple clusters remained in an unhealthy state. This was ultimately mitigated by recycling the affected nodes.

To protect our systems while AWS recovered, we made a deliberate decision to enable node termination protection. This action successfully preserved our server capacity but, as a trade-off, it extended the time required for a full recovery once AWS services were restored.

Automation

Between Oct 20, 2025 06:55 and Oct 20, 2025 23:59, automation customers whose rules are processed in us-east-1 experienced delays of up to 23 hours in rule execution.

During this window, some events triggering rule executions were processed out of order because they arrived later during backlog processing. This caused potential inconsistencies in workflow executions, as rules were run in the order events were received, not when the action causing the event occurred. Additionally, some rule actions failed because they depend on first-party and third-party systems, which were also affected by the AWS outage. Customers can see most of these failures in their audit logs; however, a few updates were not logged due to the nature of the outage.

By Oct 21, 2025 5:30, the backlog of rule runs in us-east-1 was cleared. Although most of these delayed rules were successfully handled, there were some additional replays of events to ensure completeness. Our investigation confirmed that a few events may never have triggered their associated rules due to the outage.

Between Oct 20, 2025 06:55 and Oct 20, 2025 11:20, all non-us-east-1 regional automation services experienced delays of up to 4 hours in rule execution. This was caused by an upstream service that was unable to deliver events as expected. The delivery service encountered a failure due to a cross-region dependency call to a service hosted in the us-east-1 region. Because of this dependency issue, the delivery service was unable to successfully deliver events throughout this time frame, resulting in customer-defined rules not being executed in a timely manner.

Bitbucket and Pipelines

Between Oct 20, 2025 06:48 and Oct 20, 2025 09:33, Bitbucket experienced intermittent unavailability across core services. During this period, users faced increased error rates and latency when signing in, navigating repositories, and performing essential actions such as creating, updating, or approving pull requests. The primary cause was an AWS DynamoDB outage that impacted downstream services.

Between Oct 20, 2025 06:48 and Oct 20, 2025 22:46, numerous Bitbucket Pipeline steps failed to start, stalled mid-execution, or experienced significant queueing delays. Impact varied, with partial recoveries followed by degradation as downstream components re-synchronized. The primary cause was an AWS DynamoDB outage, compounded by instability in AWS EC2 instance availability and AWS Network Load Balancers.

Furthermore, Bitbucket Pipelines continued to experience a low but persistent rate of step timeouts and scheduling errors due to AWS bare-metal capacity shortages in select availability zones. Atlassian coordinated with AWS to provision additional bare-metal hosts and addressed a significant backlog of pending pods, successfully restoring services by 01:30 on Oct 21, 2025.

Trello

Between Oct 20, 2025 06:48 and Oct 20, 2025 15:25, users of Trello experienced widespread service degradation and intermittent failures due to upstream AWS issues affecting multiple components, including AWS DynamoDB and subsequent AWS EC2 capacity constraints. During this period, customers reported elevated error rates when loading boards, opening cards, adding comments or attachments.

Login

Between Oct 20, 2025 06:48 and Oct 20, 2025 09:30, a small subset of users experienced failures when attempting to initiate new login sessions using SAML tokens. This resulted in an inability for those users to access Atlassian products during that time period. However, users who already had valid active sessions were not affected by this issue and continued to have uninterrupted access.

The issue impacted all regions globally because regional identity services relied on a write replica located in the us-east-1 region to synchronize profile data. When the primary region became unavailable, the failover to a secondary database in another region failed, which delayed recovery. This failover defect has since been addressed.

Statuspage

Between Oct 20, 2025 06:48 and Oct 20, 2025 09:30, Statuspage customers who were not already logged in to the management portal were unable to log in to create or update incident statuses. This impact was restricted only to users who were not already logged in at the time. The root cause was the same as described in the Login section above, and it was resolved by the same remediation steps.

REMEDIAL ACTION PLAN & NEXT STEPS

We have completed the following critical actions designed to help prevent cross-region impact from similar issues:

• Resolved the code defect in the fallback option to ensure that Jira Frontend Services in other regions remain unaffected during a region-wide outage.
• Fixed the issue that prevented timely failover of the identity service which impacted new login sessions.
• Resolved the code defect so that delivery services in unaffected regions remain operational during region-wide outages.

Additionally, we are prioritizing the following improvement actions:

• Implement mitigation strategies to strengthen resilience against region-wide outages in the notification ingestion service.

Although disruptions to our cloud services are sometimes unavoidable during outages of the underlying cloud provider, we continuously evaluate and improve test coverage to strengthen resilience of our cloud services against these issues.

We recognize the critical importance of our products to your daily operations and overall productivity, and we extend our sincere apologies for any disruptions this incident may have caused your teams. If you were impacted and require additional details for internal post-incident reviews, please reach out to your Atlassian support representative with affected timeframes and tenant identifiers so we can correlate logs and provide guidance.

Thanks,

Atlassian Customer Support