Hours after a technical glitch affected scores of its users on November 6, Zerodha released a statement noting that 20 percent of its customer base faced issues that were tied to one of the independent “silos.”
“At the market open today, 20 percent of our customers first experienced problems checking the status of their orders and then placing orders,” the broker said.
“This issue was limited to one of the many independent ‘silos’ that are designed to operate independently, therefore 80 percent of customers were unaffected,” it explained.
The company said it will install “additional controls” to ensure the problem does not occur again. The root cause behind the malfunction is still being investigated, Zerodha noted, adding that a root cause analysis (RCA) of the problem will be shared soon. .
“We sincerely apologize,” Zerodha said, confirming that the trade and DP charges for the day had been waived.
Sharing a timeline of the technical issue, the company said that at 9:15 am, order and position status updates were affected, “but order placement was unaffected”.
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At 10am, the processes that handle inflow order and position updates from the platform’s order management system (OMS) “slowed down inexplicably”, it said.
“These processes have failures that mirror them 1:1, but those mirrors also exhibited the same behavior. We have not been able to ascertain the root cause at this point,” it added.
The company claimed it later deployed an ad-hoc solution to resync the slowed orders and position feed data, but the “same behavior caused it to slow down significantly”.
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At 10:38 am, Zerodha said it stopped ordering for the affected set of users on the silo. The move was aimed at bringing the slowed down streams “under control”.
At 11:22 am, the orders and positions were synchronized on Kite, making the updated orders and positions available to clients, it added.
After ensuring the stability of the streams, the company at 11:38 resumed allowing clients to exit their positions and orders, the statement said. However, fresh orders were still blocked at the same time.
All restrictions on place of order were later removed at 12:09 pm, Zerodha further noted.
Updated: 06 Nov 2023, 20:39 IST