Pusher outage: US3 cluster - major outage

Affected components

• Channels REST API
• Channels WebSocket client API
• Channels presence channels

1. postmortemNov 3, 2025, 20:04 UTC

   ## Root Cause Analysis: Redis Cluster Startup Failures – US3 Cluster **Incident Date:** October 20, 2025 **Duration:** 18:36 UTC – 20:41 UTC **Status:** Resolved ## **Summary** On October 20, 2025, customers experienced a significant outage affecting the US3 cluster. The disruption began with increased latency and 503 errors before escalating into full service downtime as Redis clusters in the US3 region failed to start successfully during an infrastructure update. Service was fully restored at 20:41 UTC after engineers identified and resolved the underlying startup issue, confirming stability across all Redis clusters. ## **Impact** Between **18:36 UTC and 20:41 UTC**, customers experienced: * Major outage in the **US3** cluster, impacting message delivery and connection reliability * Elevated error rates and timeouts across dependent APIs * Temporary need for customers to switch to alternate clusters to maintain service continuity No customer data was lost. However,

2. resolvedOct 20, 2025, 20:41 UTC

   This incident has been resolved.

3. monitoringOct 20, 2025, 20:20 UTC

   All services are now fully operational. Our team continues to monitor the system closely to ensure ongoing stability and performance.

4. identifiedOct 20, 2025, 19:59 UTC

   Our team has identified the root cause of the issue and implemented a fix. The affected cluster is now in the process of recovering, and performance is gradually returning to normal. We will continue to closely monitor the situation until full recovery is confirmed.

5. identifiedOct 20, 2025, 19:04 UTC

   We are currently experiencing a major outage in US3 cluster. Our engineering team is actively working to restore full functionality as quickly as possible. In the meantime, we recommend customers temporarily switch to an alternative cluster to minimize service disruption.

6. identifiedOct 20, 2025, 19:01 UTC

   We are continuing to investigate this issue.

7. investigatingOct 20, 2025, 19:01 UTC

   We are continuing to investigate this issue.

8. investigatingOct 20, 2025, 18:36 UTC

   We're seeing an increased latency and a number of 503 errors on us3 cluster. The team is investigating.

What APIStatus.watch saw

Our 5-minute checks didn't record a change in Pusher's overall status around this incident. Smaller or regional incidents often leave a provider's overall status green.

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How often does Pusher have incidents?

Pusher reported 0 incidents in the last 90 days. See Pusher's uptime and incident history