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Unity Summary of the Collaborate service disruption in the European region

Discussion in 'Unity Collaborate' started by bradunity, May 7, 2018.

  1. bradunity

    bradunity

    Unity Technologies

    Joined:
    Nov 12, 2013
    Posts:
    98
    We'd like to provide some additional details on the recent service degradation many of you experienced in the European region when using the Collaborate service on May 4 and May 5 (2018). Unity services rely on a third-party message delivery platform to relay important notifications around changes to the services. This service experienced degradation in its European data centers which ended up causing a degradation of Unity's identity management service used by all Unity cloud services, including Collaborate.

    In addition to insulating our services from this type of degraded response from dependent services, we are also taking steps to address cases where the Unity Editor slows down and becomes unresponsive when Collaborate is enabled and unable to communicate with our identity service.

    We apologize for interrupting your work and will ensure this type of issue does not occur again. Please feel free to contact us if you require more information or need additional help resolving any other impact this outage may have caused.
     
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  2. hippocoder

    hippocoder

    Digital Ape Moderator

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    Thanks for the explanation, very helpful transparency increases trust! I particularly like the insulation! we learn by our mistakes.
     
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  3. Prodev101

    Prodev101

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    Aug 6, 2010
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    But its still terrible! We are paying over $200 a month and its just awful! Just to revert a <2kb file take 30+ minutes..
     
  4. Bramagola

    Bramagola

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    Feb 13, 2019
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    1
    Yeah, so, how long is this degradation supposed to last? Its now going on almost a year of acknowledgement, and the service still causes running unity instances to slow down to a crawl.
     
  5. Aghawa

    Aghawa

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    Apr 17, 2019
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    @bradunity Hello my friend. I'm on 2019.1.1f1 and enabling Collab slows down everything to a crawl.
    Even with a fresh project and small <100mb projects.

    The only workaround is STILL to turn off Collab - which is a service we keep paying for. Any updates on Unity's end? (Europe - UK here location wise)
     
  6. bradunity

    bradunity

    Unity Technologies

    Joined:
    Nov 12, 2013
    Posts:
    98
    @Aghawa, sorry to hear about your troubles! There's no explicit update about this (very old) outage. At the time of my original post, all operations were back to normal. Since then, we have made many service changes, including a move from AWS into GCP as our cloud provider, in addition to providing three primary regions in which your projects are hosted to help improve local access performance (see @StaceyH's note regarding "Collaborate now has region support for source files" in our living Release Notes thread. You might see if perhaps your project is hosted in the U.S. region, still. If so, you could consider creating a new project (which should be hosted by the Europe service) and copying your original project over.

    Otherwise, it sounds like you (and perhaps other folks) may still be experiencing some kind of unknown performance issue. I'd love to help track it down, but it's very hard to say without more details. You might consider using our Network Reporter to test access to our services and submit the resulting report to the Customer Support from your project's "Collab" section in developer.cloud.unity3d.com (or email to collabsupport@unity3d.com) or directly send it to me along with the project ID that seems to be slow for you.