# Some users are unable to access their murals

- Provider: [Mural](https://down.guide/mural)
- Level: confirmed
- Impact: Partial outage
- lasted 4h 26m
- started 2022-06-14 09:59 UTC
- Website
- eu
- id: DWN-3208e6caec
- Official page: https://stspg.io/v4nr3f9px7b9

## Updates from Mural
### 2022-06-14 09:59 UTC: investigating
We are currently investigating this issue, but only certain murals seem to be affected at this time. We recommend refreshing your browser's cache and trying again whilst we investigate. Thank you for your patience in this matter!

### 2022-06-14 10:10 UTC: investigating
We are seeing some disruptions in our system and we're currently investigating on the back end. We appreciate your patience and apologise for any inconveniences.

### 2022-06-14 10:11 UTC: investigating
We are seeing some disruptions in our system and we're currently investigating on the back end. We appreciate your patience and apologise for any inconveniences.

### 2022-06-14 11:09 UTC: identified
We have detected the cause of the outage and are working on reestablishing the service as soon as possible. We appreciate your collaboration in this matter.

### 2022-06-14 12:53 UTC: monitoring
Our cloud provider experienced a service disruption which impacted a limited number of MURAL users, preventing murals from loading correctly. Our cloud provider has fixed the issue on their side and we have implemented a change to mitigate the impact of this disruption. The issue should now be resolved. We are continuing to monitor system stability for any ongoing issues.
If you are continuing to experience issues accessing your murals, please contact support@mural.co.

### 2022-06-14 14:26 UTC: resolved
This incident has been resolved.

### 2022-08-23 16:36 UTC: postmortem
\*\*What happened?\*\*
On June 14th at 07:48 UTC, we started to receive isolated reports of MURAL users in Europe being unable to access their murals. At 08:48 UTC we confirmed this was an issue affecting a significant proportion of MURAL users and escalated this to our incident response team to commence investigations.
At 10:25 UTC our cloud provider confirmed there was an issue with their portal \\(see \[https://status.azure.com/en-gb/status/history/\](https://status.azure.com/en-gb/status/history/) for more details\\). This was confirmed to be the root cause of the issue affecting MURAL users.
At 12:16 UTC, in collaboration with our cloud provider, we successfully updated our connection to the Azure portal. By 12:50 UTC full connectivity and service in MURAL had been restored. 
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\*\*Summary\*\*
This incident resulted in 5 hours 2 mins of downtime. No data from prior to the outage was lost during this time.

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