On July 14, 2025, some users encountered a blank screen when accessing the Relate Application via the web. No messages or content were visible, and there were no error messages. The issue began after a backend update and lasted for approximately 2.5 hours before service was fully restored.
Importantly, the issue was isolated to the Relate web client. All other clients—including mobile apps and the Salesforce integration—remained fully operational throughout. No user activity, such as messages or voice calls, was lost or delayed during the incident.
The update was part of behind-the-scenes changes in preparation for an upcoming feature. While no visible functionality was introduced, a regression in the update caused the application to fail to load correctly under certain conditions. Our automated test environments, due to a specific configuration gap, did not reproduce the exact circumstances that led to the issue in production.
Once confirmed, we immediately rolled back the change to restore service. A corrected version of the update, with added safeguards to ensure compatibility across environments, was tested and safely redeployed later that day. We've also made improvements to our test setup to better catch this class of issue going forward.