[App/Intranet] [Global] - AI Navigator doesn't show results and returns to process' starting point

Incident Report for Staffbase

Postmortem

Summary On July 6, 2026, between 1:00 PM and 5:05 PM (CEST), customers on the European System, Americas System, and Asia/Pacific System experienced issues starting new conversations with the AI Assistant. Our teams successfully identified the cause and restored full service functionality.

What Happened
A recent update introduced a version mismatch between two internal system components supporting the AI Assistant. As a result, users were unable to start new AI Assistant conversations, with the interface appearing unresponsive and no error message shown. Other App/Intranet features continued to operate normally. Our team identified the issue and resolved it, restoring full functionality for the AI Assistant.

Impact Between 1:00 PM and 5:05 PM (CEST) on July 6, 2026, users on the European System, Americas System, and Asia/Pacific System may have been unable to start new AI Assistant conversations. Existing conversations were not affected, and no other platform features were impacted.

Future Improvements
We will implement additional checks for the operation of the AI Assistant service and improve our ability to detect and resolve similar issues more quickly in the future.

Thank you for your patience and understanding while we work to improve our services and prevent future incidents.

If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

Posted Jul 08, 2026 - 15:47 CEST

Resolved

This incident has been resolved. We are sorry for the trouble this has caused.

Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Posted Jul 07, 2026 - 14:52 CEST

Monitoring

Update: We have deployed a fix for the issue that prevented users from starting new conversations in the Navigator AI Assistant. Functionality has been restored, and we are now monitoring all environments to confirm.

Impact was limited to starting new conversations in the AI Assistant. Other platform features were not affected.
We will post a final update once monitoring confirms full stability.

Posted Jul 06, 2026 - 17:13 CEST

Investigating

Affected feature: AI Navigator

We have received reports that some customers are experiencing issues with AI Navigator, where new requests do not load results and instead return to the start of the request.

Our teams are investigating and will work to resolve this as quickly as possible. We will share more information soon. You can see on which system your application is hosted by going to Studio > Settings > API Access and checking the tag next to the title.

We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support team at support@staffbase.com.

Posted Jul 06, 2026 - 15:57 CEST

This incident affected: App/Intranet/Email (Web App (Americas) [SLA], Web App (Europe) [SLA], Native App - iOS, Native App - Android).