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P1 · Critical ● Mitigating

Portal API returning 502 errors after v2.4.1 deploy

INC-2847 · portal.loneworx.com · ~2,400 users affected

Duration 46 min

Started Feb 22, 2026 · 02:47 UTC

Commander Alice (DevOps)

Responders Bob, Carol

Related Change CHG-0042 · v2.4.1 deploy

Detection PagerDuty alert

Post-mortem Feb 23, 2026 · 09:00 UTC

Affected Systems

portal.loneworx.com — API 502 errors on ~62% of requests

portal.loneworx.com — Frontend Static assets unaffected (CDN)

portal_prod database No connection issues detected

Incident Timeline

02:47 UTC

PagerDuty ALERT — portal.loneworx.com 5xx error rate exceeded 50% threshold (was 0.2% before deploy).

02:49 UTC

PagerDuty On-call engineer notified: Alice (DevOps). Escalation policy P1-DevOps triggered.

02:51 UTC

Alice Declaring P1 incident INC-2847. Opening war room. v2.4.1 deploy (CHG-0042) correlates with alert onset.

02:53 UTC

Alice Bob and Carol joined. Hypothesis: api-4 pod instability from runbook step 7 has escalated.

02:58 UTC

Carol Confirmed — api-4 in CrashLoopBackOff since deploy. Pod logs show OOMKilled at ~180 MB heap. Other 3 pods degraded under redirected load.

03:05 UTC

Bob Distributed traces confirm memory regression in v2.4.1 API binary under concurrent load. Not reproducible on v2.4.0.

03:12 UTC

Alice Decision: rollback all API pods to v2.4.0. Carol to execute. CHG-0042 updated with incident reference INC-2847.

03:18 UTC

Carol Rollback initiated — deploying v2.4.0 API image across 4 pods.

03:24 UTC

Carol All 4 pods healthy on v2.4.0. 502 error rate dropping — 18% and falling.

03:31 UTC

Bob Error rate nominal — 0.09%. All pods green. No database anomalies.

03:33 UTC

Alice Incident mitigated. Monitoring for 10 min before resolving. Post-mortem scheduled 2026-02-23 09:00 UTC.

Action Items

#	Action	Owner	Status
1	Rollback API v2.4.1 → v2.4.0 across all 4 pods	Carol	Done
2	Monitor error rate and pod health post-rollback (10 min)	Alice	In Progress
3	Update CAB ticket CHG-0042 with incident reference INC-2847	Alice	Done
4	Root cause: isolate memory regression in v2.4.1 API — write failing test	Bob	To Do
5	Create hotfix branch from v2.4.0; apply fix; schedule v2.4.2 deploy window	Bob	To Do
6	Run post-mortem — document timeline, root cause, and prevention items	Alice	To Do

Incident Chat · INC-2847

PagerDuty 6:47 PM

🔴 ALERT — portal.loneworx.com 5xx error rate exceeded 50% threshold. On-call: Alice (DevOps). Incident INC-2847 opened.

6:51 PM

PagerDuty just woke me up. 5xx rate is at 62% on the API. This correlates exactly with the v2.4.1 deploy we did at 02:00. Declaring P1.

6:53 PM

@Bob @Carol — war room is open. I need you both on this now.

Bob (Frontend) 6:54 PM

On it. Pulling up the dashboards now.

Carol (Backend) 6:55 PM

Joining. Checking pod health.

Carol (Backend) 6:58 PM

Found it — api-4 is in CrashLoopBackOff. Logs show OOMKilled at ~180 MB heap. The other 3 pods are degraded because they're absorbing api-4's traffic share.

6:59 PM

That tracks. Pod api-4 was already restarting during the runbook — we patched the config map but it kept coming back. Looks like the patch wasn't enough.

Bob (Frontend) 7:05 PM

Running distributed traces now. Comparing v2.4.1 vs v2.4.0 under the same load profile.

Bob (Frontend) 7:08 PM

Confirmed — memory regression in the v2.4.1 API binary. Not reproducible on v2.4.0. Something in this build is leaking under concurrent requests.

7:12 PM

We're not patching our way out of this in the middle of a P1. Decision: rolling back all 4 pods to v2.4.0. Carol, can you execute?

Carol (Backend) 7:13 PM

On it. Initiating rollback now.

Carol (Backend) 7:18 PM

Rollback running — pods coming up on v2.4.0 one by one. Watching error rate.

Carol (Backend) 7:24 PM

All 4 pods healthy on v2.4.0. 502 rate dropped to 18% and falling fast.

Bob (Frontend) 7:31 PM

Error rate is back to nominal — 0.09%. All pods green. DB looks clean, no connection issues.

7:33 PM

Incident mitigated ✅ Keeping the thread open for the 10-min monitoring window. Post-mortem booked for 2026-02-23 09:00 UTC — Bob to lead root cause analysis on the memory regression.

Bob (Frontend) 7:34 PM

Acknowledged. I'll have a failing test and hotfix plan ready before the post-mortem.

Carol (Backend) 7:35 PM

CHG-0042 updated with INC-2847 reference. Monitoring dashboard link is in the runbook thread if anyone needs it.

Try it — send a message with @Dave or @Bob to see the offline mention notification fire.