Incident Library
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  1. IL-0351 Heroku apps in the EU and US had slow and failed requests as DNS round-robin sent traffic to single router hosts
    Heroku2017
    Symptoms

    Between 3 and 7 June 2017, Heroku customers in both the EU and US regions had periods of high latency: some requests failed and others took an excessive time to pass through the Heroku Routing Layer. All customers in the EU and US were affected at various times.

    High latencyHigh error rateLoad imbalance
    Root cause
    DNS or network fault
    Component
    Authoritative DNS servers and recordsCloud load balancer
    Contributing factor
    Unverified assumption
    Remediation
    • Found the sources of high-volume traffic and worked with those apps' owners to distribute their requests better
    • Replaced the legacy DNS records with new, corrected DNS records
    Action items
    • Make monitoring alert engineers sooner to unevenly distributed traffic
    • Investigate how to configure DNS and load balancers to reduce the effect of high-volume and bursting traffic
    • Work with caching Add-on partners on the DNS configuration issues that affect them, to achieve proper load balancing
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By root cause1

DNS or network fault1 case

Component
Cloud load balancerAuthoritative DNS servers and records
Contributing factor
Unverified assumption
Organisation
Heroku
  1. IL-0351 Heroku apps in the EU and US had slow and failed requests as DNS round-robin sent traffic to single router hosts
    Heroku2017