Basecamp 5 and HEY are down

Summary

Basecamp 5 and HEY are down

This morning, power maintenance in our Ashburn datacenter caused our load balancers there to briefly stop serving customer traffic. That meant Basecamp and HEY were down for some customers in the U.S. and parts of Europe. Our three other datacenters remained online during the incident. After fixing the root cause, we noticed some lingering network instabilities. This led to increased errors with using Basecamp and HEY. Our Ops team quickly rolled out a fix for these as well. This was an avoidable problem. These devices should be resilient to this type of maintenance but were misconfigured. We’ve corrected the issue that caused today's incident to prevent this problem from recurring. We’re very sorry for interrupting your work today. If you have any questions, or if we can help in any way, please [reach out to our support crew](mailto:support@basecamp.com).

• Started

  Sep 29, 2026 · 12:10 PM

• Resolved

  Sep 29, 2026 · 12:34 PM

• Duration

  24m

• Severity

  Critical

• ◐

  Investigating

  Sep 29 · 12:10 PM 37signals

  Basecamp and HEY are having trouble loading. We're looking into the root cause and will keep you posted here. We're so sorry for the interruption, everyone.

• ◐

  Investigating

  Sep 29 · 12:20 PM 37signals

  We're still investigating the trouble with Basecamp and HEY. We'll keep you posted here. We're so sorry, folks.

• ◐

  Investigating

  Sep 29 · 12:26 PM 37signals

  We've discovered the root cause and are actively working on a fix. No ETA yet, but we're on the case. Thanks for bearing with us, folks.

• ◐

  Investigating

  Sep 29 · 12:30 PM 37signals

  Basecamp 5 and HEY are coming back online. We're actively monitoring both.

• ◐

  Investigating

  Sep 29 · 12:32 PM 37signals

  Basecamp 5 and HEY are back up. We'll continue to monitor it to make sure it's stable. So sorry for the interruption today, folks.

• ✓

  Resolved

  Sep 29 · 12:34 PM 37signals

  Basecamp 5 and HEY are back up. We'll continue to monitor it to make sure it's stable. So sorry for the interruption today, folks.

• ✓

  Postmortem

  Sep 29 · 2:20 PM 37signals

  This morning, power maintenance in our Ashburn datacenter caused our load balancers there to briefly stop serving customer traffic. That meant Basecamp and HEY were down for some customers in the U.S. and parts of Europe. Our three other datacenters remained online during the incident. After fixing the root cause, we noticed some lingering network instabilities. This led to increased errors with using Basecamp and HEY. Our Ops team quickly rolled out a fix for these as well. This was an avoidable problem. These devices should be resilient to this type of maintenance but were misconfigured. We’ve corrected the issue that caused today's incident to prevent this problem from recurring. We’re very sorry for interrupting your work today. If you have any questions, or if we can help in any way, please [reach out to our support crew](mailto:support@basecamp.com).