What caused the sudden spike in API errors for Egnyte's Content Services platform last week?

Introduction

The sudden spike in API errors for Egnyte's Content Services platform last week is a critical issue that demands immediate attention and thorough analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent deployment. Has there been any significant update or change to the Content Services platform in the days leading up to the error spike?

Why it matters: Recent changes often correlate with sudden performance issues. Expected answer: Yes, a new feature was deployed two days prior. Impact on approach: If confirmed, we'd focus on the new deployment as a primary suspect.

• Considering the nature of API errors, I'm wondering about the specific error types. Can you provide more details on the most common error codes or messages seen during this spike?

Why it matters: Different error types point to different root causes. Expected answer: Mostly 500 Internal Server Errors and some 503 Service Unavailable. Impact on approach: This would guide our investigation towards backend issues rather than client-side problems.

• Given that this is a Content Services platform, I'm curious about content access patterns. Have you noticed any unusual spikes in content access or specific file types being requested more frequently?

Why it matters: Unusual access patterns could indicate a potential DDoS attack or a legitimate but unexpected surge in usage. Expected answer: No significant changes in access patterns or file types. Impact on approach: This would lead us to focus more on internal system issues rather than external factors.

• Thinking about the platform's architecture, I'm wondering about any recent infrastructure changes. Have there been any updates to the underlying infrastructure, such as database migrations or server upgrades?

Why it matters: Infrastructure changes can often lead to unexpected performance issues. Expected answer: A database sharding operation was completed last week. Impact on approach: This would shift our focus to database-related issues and potential data access problems.