Eptura Outage History

Started Oct 27, 2026, 08:15 PM UTC· resolved Oct 27, 2026, 10:17 PM UTC

1. monitoring Oct 27, 2026, 08:15 PM UTC

   We experienced an issue that prevented users from accessing the site. Engineering has implemented a fix, and we are now monitoring the environment to confirm the issue is fully resolved. We appreciate your patience while we continue to monitor the situation. If you have any questions or continue to experience issues, please contact Eptura Support for assistance. Our next update will be at 20:00 UTC.

2. resolved Oct 27, 2026, 10:17 PM UTC

   As we have not experienced any further service disruptions since the fix was implemented, we have moved to the Resolved phase. We appreciate your patience and understanding while we worked to resolve this issue. A detailed Root Cause Analysis (RCA) will be provided within the next 10 business days. Thank you for your understanding.

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Started Oct 27, 2026, 01:52 PM UTC· resolved Oct 28, 2026, 03:25 PM UTC

1. investigating Oct 27, 2026, 01:52 PM UTC

   The issue with Eptura Asset has been identified. Our teams are checking the issue further. We will post another update at 1500 UTC.

2. investigating Oct 27, 2026, 03:14 PM UTC

   We continue to investigate an issue affecting access to Eptura Asset. Some customers remain unable to load their sites and may see ERR_TIMED_OUT errors. We know this continues to disrupt affected customers. Our team is actively investigating the cause and continuously monitoring the service. Next update will be posted at 1615 UTC.

3. monitoring Oct 27, 2026, 03:25 PM UTC

   A fix has been applied for the issue affecting access to Eptura Asset. We are moving into the Monitoring Phase for the next 60 minutes. If you continue to experience the issue, please reach out to Eptura Support and share your site URL and any error messages displayed. We will provide another update once full restoration has been confirmed.

4. monitoring Oct 27, 2026, 05:44 PM UTC

   A fix has been implemented for the issue affecting access to Eptura Asset, and the service remains under monitoring to confirm continued stability. If you continue to experience any issues, please contact Eptura Support and provide your site URL along with any error messages displayed. We will provide a final update once service stability has been confirmed.

5. monitoring Oct 27, 2026, 05:44 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Oct 28, 2026, 03:25 PM UTC

   As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Preliminary RCA will be posted in this incident in 2 business days. Please stay subscribed to the page to receive post automatically.

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Started Oct 21, 2026, 04:39 PM UTC· resolved Oct 27, 2026, 08:19 PM UTC

1. investigating Oct 21, 2026, 04:39 PM UTC

   We are actively monitoring the recently disclosed PHP vulnerabilities (details here: https://www.huntress.com/blog/php2shell-leaked-critical-php-vulnerabilities) and have completed an initial assessment using our Cloud Security Posture Management tooling to inventory our PHP installations, with a focus on identifying internet-reachable exposures. The critical PHP vulnerabilities, CVE-2026-109618 and CVE-2026-109619, are scheduled to be addressed through an official PHP security update being released on October 21, 2026. Consistent with vendor and industry guidance, we plan to deploy official security updates to affected resources once they become available and are validated. At this time, we have not identified any customer impact related to these vulnerabilities and continue to closely monitor the situation.

2. investigating Oct 21, 2026, 08:50 PM UTC

   Eptura continues to actively monitor the recently disclosed PHP vulnerabilities. We are scanning our environments for potential exposure and taking appropriate steps to reduce internet-reachable exposure. At this time, we have no indication of compromise or customer impact. We will apply applicable security updates as they become available.

3. monitoring Oct 21, 2026, 08:55 PM UTC

   A fix has been implemented and we are monitoring the results.

4. monitoring Oct 22, 2026, 10:26 AM UTC

   Eptura continues to actively monitor the recently disclosed PHP vulnerabilities. We are scanning our environments for potential exposure and taking appropriate steps to reduce internet-reachable exposure. At this time, we have no indication of compromise or customer impact. We will apply applicable security updates as they become available.

5. monitoring Oct 23, 2026, 06:45 PM UTC

   Eptura has removed any publicly facing PHP impacted resources and applied patches where patches are available. We leverage CSPM and continuous external penetration testing to monitor our attack surface and are following the PHP security advisory closely. We do not have any internet reachable exposures at this time. We continue to work with third-party vendors and monitoring their updates for available patches. Where patches are available they have already been applied. As stated above, we have no internet reachable exposure related to this issue and are monitoring that posture in an ongoing manner.

6. resolved Oct 27, 2026, 08:19 PM UTC

   Eptura has taken the necessary steps to address this vulnerability issue, and we have confirmed there is no internet-reachable exposure at this time. We will continue to monitor the situation and apply any additional updates as needed. If you have any questions or concerns, please reach out to our Support team through the Customer Hub at https://customer.eptura.com/s/

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Started Oct 08, 2026, 03:38 PM UTC· resolved Oct 08, 2026, 11:19 PM UTC

1. investigating Oct 08, 2026, 03:38 PM UTC

   We are aware of an issue impacting customer access to Serraview through Google Chrome and Microsoft Edge browsers. Our Engineering team is actively investigating the cause and working to restore normal functionality as quickly as possible. We will provide our next update by 10:35 CST.

2. monitoring Oct 08, 2026, 04:00 PM UTC

   A fix has been implemented, and service has been restored. Our Engineering team is actively monitoring the environment to ensure stability and confirm the issue remains resolved. We will remain in the monitoring phase for the next two hours and will provide further updates as needed.

3. resolved Oct 08, 2026, 11:19 PM UTC

   The issue has been resolved, and services are operating normally. Our Engineering team has completed remediation efforts and will continue to monitor the environment to ensure stability. We understand the impact this issue may have caused and appreciate your patience throughout our investigation and resolution process. A detailed Root Cause Analysis (RCA) will be provided within the next 10 business days. Thank you for your understanding.

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Started Sep 11, 2026, 08:45 PM UTC· resolved Sep 14, 2026, 02:58 PM UTC

1. identified Sep 11, 2026, 08:45 PM UTC

   We are currently investigating an issue affecting the Service Request mobile application where users may encounter an "Invalid Credentials" error after updating the application. As a precaution, we recommend users do not update the app at this time. Our Engineering team is working to identify the cause of the issue and assess the impact. The next update will be posted at 00:00 UTC.

2. monitoring Sep 14, 2026, 12:20 PM UTC

   We have implemented a fix to address the issue affecting access to the Service Request mobile app. We are now in the Monitoring Phase and will continue monitoring the service for the next four hours to ensure stability and confirm that customers are no longer experiencing issues accessing the app. Thank you for your patience and understanding as we work to ensure full resolution.

3. resolved Sep 14, 2026, 02:58 PM UTC

   We will be moving into a Resolved status. Users have confirmed both internally and externally that this issue has been fully resolved. We sincerely appreciate your patience and understanding as we worked through this disruption. Thank you for your continued trust and partnership.

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Started Aug 19, 2026, 09:31 AM UTC· resolved Aug 19, 2026, 12:17 PM UTC

1. investigating Aug 19, 2026, 09:31 AM UTC

   We are currently investigating an issue affecting ACS integrations that may prevent updates to Visitor Access Levels from being applied successfully. The issue was identified at approximately 04:10 UTC, and our teams are actively working to determine the root cause and restore normal functionality. We will provide additional updates as more information becomes available. We apologize for any inconvenience and appreciate your patience.

2. monitoring Aug 19, 2026, 10:16 AM UTC

   We have implemented a mitigation and are seeing signs of recovery. The affected service is becoming available again for customers. Engineering has completed the rollback and is now monitoring the environment closely to confirm stability and ensure service continues to recover. We know this disruption may have impacted your operations and appreciate your patience while we worked to address the issue. Next update will shared by 12:15 UTC.

3. resolved Aug 19, 2026, 12:17 PM UTC

   Service has been fully restored following the rollback of recent changes related to the Access Control System (ACS) integration and the restart of affected routing services. Post-change validation confirmed that impacted workflows are operating normally. Thank you for your patience while we worked to resolve this issue.

4. postmortem Aug 28, 2026, 12:25 PM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. ‌ **Type of Event:** S2 - ACS Integrations - Visitor Access Level Updates failing **Services/Modules Impacted:** Eptura Visitor – Access Control System \(ACS\) integrations **Issue Summary/Background:** On August 19, 2026, following a scheduled software deployment, Eptura Visitor experienced intermittent synchronization issues with ACS integrations. During the affected period, some visitor records, temporary access credentials, and visitor access level updates did not synchronize as expected. As a result, automated reception check-in and credential issuance were temporarily impacted at some sites. Facilities continued operations using manual check-in procedures until service was restored. **Root Cause:** The issue was traced to a software deployment that introduced an unintended application version into the production environment. This version affected the integration services responsible for synchronizing visitor and access information between Eptura Visitor and the physical access control system. The deployment process has since been reviewed, and additional validation measures have been identified to help ensure the correct software version is verified and deployed in future releases. **Remediation:** To resolve the incident and restore service stability, the following actions were taken: * Rolled back the deployment to the previously stable software version. * Validated visitor record creation, credential assignment, and access level synchronization across affected integrations. * Confirmed restoration of normal service and continued stability through post-incident monitoring. **Timeline \(UTC\):** **August 19, 2026** **07:16:** First customer issue was reported about QR code scanning failures on the ACS system. **08:32:** The support team involved the Eptura CloudOps team to investigate the issue further. **09:22:** The Eptura engineering team was invoked, and a joint investigation started between the teams; it was identified that the recent software deployment could potentially be the issue. **09:38:** The rollback of the deployment was initiated as a remediation step. **10:12:** The rollback was completed, and post-restoration monitoring began. **12:08:** Customer validation confirmed that visitor creation, credential assignment, and access level updates were functioning normally. **Total Duration of Event:** 2 hours 56 minutes intermittently **Preventive Actions:** To prevent similar issues and improve release safety, we are implementing the following enhancements: * Use automated release packaging from a controlled artifact repository for ACS deployments. * Introduce automated version and integrity checks before deployment. * Improve build environment management so outdated or duplicate artifacts cannot be selected unintentionally. * Expand pre-deployment and post-deployment validation to confirm ACS integration health before and after releases. All services are operating normally, and the platform continues to be monitored closely. Thank you for your understanding as we work to deliver the reliable experience you expect.

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Started Jul 16, 2026, 04:52 PM UTC· resolved Jul 17, 2026, 12:13 PM UTC

1. investigating Jul 16, 2026, 04:52 PM UTC

   We are currently investigating an issue with Eptura Asset returning a Database is not currently activated error page for some users. Our Engineering team are working to determine the cause of the disruption. We appreciate your patience while we work on a solution to this issue. Next update will be posted at 2pm CST

2. identified Jul 16, 2026, 07:36 PM UTC

   The issue with Database is not currently activated has been identified and a fix is being tested. We will post another update at 4pm CST. We appreciate your continued understanding while we work on a solution for this issue.

3. identified Jul 16, 2026, 10:31 PM UTC

   Our teams are continuing to work on the cause of this issue. We shall update as soon as we have more information. We thank you for your patience.

4. monitoring Jul 16, 2026, 11:58 PM UTC

   A fix has been implemented. We are moving into the Monitoring Phase for the next 12 hours while customers confirm that they are no longer encountering problems accessing their database. We thank you for your patience through this issue.

5. resolved Jul 17, 2026, 12:13 PM UTC

   As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.

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Started Jul 10, 2026, 10:04 PM UTC· resolved Jul 13, 2026, 08:45 PM UTC

1. investigating Jul 10, 2026, 10:04 PM UTC

   We are currently investigating an issue impacting Insights for clients. Our Engineering team is currently investigating to determine the cause of the disruption

2. investigating Jul 11, 2026, 04:44 AM UTC

   We are actively investigating the dashboard visibility issue and have engaged the Looker support team for assistance. A support case has been opened, and we are working closely with them to identify the root cause and drive resolution. At this time, data is successfully loading into the Looker instance, which confirms that the data ingestion process is functioning as expected. Our current focus is on understanding why the dashboard is not appearing within the Serraview application and restoring visibility as quickly as possible. We will continue to provide updates as we make progress and have additional information to share.

3. monitoring Jul 11, 2026, 06:08 AM UTC

   We have worked closely with the Looker support team and have implemented the recommended corrective actions. Based on their validation and our internal testing, Insights dashboards are now loading successfully and service has been restored. While all indications show that the issue has been resolved, we remain in close coordination with the Looker team to proactively address any potential concerns should they arise. At this time, the environment remains under active monitoring to ensure continued stability, and we will continue to track performance closely as a precaution. We appreciate your patience while the investigation was underway. Should you encounter any further issues accessing Insights dashboards, please let us know immediately so we can investigate without delay.

4. monitoring Jul 13, 2026, 05:33 AM UTC

   The fix has been implemented, and Insights dashboards are now loading as expected. We are not seeing any new reports of the issue at this time. Earlier, some users were unable to access Insights dashboards. We partnered with the Looker support team to apply the recommended fixes, and validation checks confirm the changes are effective. The service remains stable, and we are continuing to monitor closely while staying aligned with Looker to quickly address any concerns if they arise. Thank you for your patience during this issue. If you experience any further problems accessing Insights dashboards, please contact us so we can investigate promptly.

5. resolved Jul 13, 2026, 08:45 PM UTC

   As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Preliminary RCA will be posted in this incident in 2 business days. Please stay subscribed to the page to receive post automatically.

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Started May 21, 2026, 03:36 PM UTC· resolved May 28, 2026, 12:43 PM UTC

1. investigating May 21, 2026, 03:36 PM UTC

   We are investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Engineering and CloudOps teams are actively working to identify the root cause and resolve the issue. We will provide further updates as more information becomes available.

2. investigating May 21, 2026, 08:42 PM UTC

   We are currently investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Our Engineering and CloudOps teams are working to identify the root cause and determine next steps. As part of this effort, additional engineering analysis is required and is scheduled to begin tomorrow morning IST. At this time, we do not anticipate any new updates until the analysis is underway and initial findings are available. We will provide a follow-up as soon as more information becomes available.

3. investigating May 22, 2026, 08:33 AM UTC

   We are continuing to investigate the intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may still experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in and check-out. Our Engineering and Infrastructure teams are actively working to identify the root cause through ongoing analysis of system behavior. At this stage, the underlying cause has not yet been confirmed, and further investigation is in progress. We will share the next update as soon as we have more clarity on the root cause and identified next steps. Thank you for your patience while we work towards resolution.

4. investigating May 22, 2026, 09:17 AM UTC

   We have rolled back recent optimizations related to the Access Control System (ACS) integration and restarted the routing services. Initial testing following these changes has shown positive results, with improved stability observed across affected workflows. However, due to the intermittent nature of the issue, we are continuing to closely monitor system behavior and conduct further validation. Our Engineering and Infrastructure teams remain actively engaged in ongoing analysis to confirm full resolution and identify the root cause. We will continue to provide updates as more information becomes available. Thank you for your patience.

5. identified May 22, 2026, 06:39 PM UTC

   We recently identified intermittent issues impacting visitor pass processing for a small number of customers using ACS integrations. These issues caused some visitor actions, such as access updates and check-in or check-out syncing, to behave inconsistently. As a precaution, we rolled back recent optimizations related to the Access Control System (ACS) integration. Since then, we have seen a strong improvement, and affected processes are now functioning as expected in most cases. Our engineering team is continuing a thorough investigation to confirm the root cause and ensure a long-term resolution. While one or two isolated cases are still being reviewed, the overall system is stable. We understand how important reliable visitor management is to your operations and appreciate your patience as we complete our investigation. We will share another update as soon as we have confirmed the root cause and next steps.

6. identified May 25, 2026, 03:21 PM UTC

   Our engineering team continues to monitor the previously identified intermittent issues affecting visitor pass processing for a small number of customers using Access Control System (ACS) integrations. Following the steps taken late last week system performance has remained stable, and we have received confirmation from at least one previously affected customer that functionality is now operating as expected. We have proactively followed up with impacted customers and are currently awaiting additional confirmation. At this time, the overall system continues to perform reliably, and no widespread issues are being observed. Our team remains actively engaged in validating a full resolution and confirming the root cause to prevent recurrence. We understand the importance of consistent and dependable visitor management and appreciate your continued patience. We will provide further updates as soon as additional confirmations are received or new findings emerge.

7. monitoring May 26, 2026, 04:11 PM UTC

   We are continuing to actively monitor while our teams work towards identifying a root cause. A secondary issue was identified and resolved at approximately 10:00 UTC today. Some users may have received "server offline" notification emails in error. This was a repercussion of the ongoing incident and has now been addressed. We will continue to provide updates as more information becomes available. Thank you for your patience.

8. monitoring May 28, 2026, 12:40 PM UTC

   We are continuing to monitor for any further issues.

9. resolved May 28, 2026, 12:43 PM UTC

   We have been monitoring since yesterday, and the issue impacting visitor integration with Access Control Systems (ACS) now appears resolved, with the system stable and all related workflows—including visitor creation, access updates, token management, and check-in/check-out—functioning as expected.

10. postmortem Jul 22, 2026, 08:29 AM UTC

    We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Type of Event:** S2 - Intermittent ACS integration issues impacting visitor access workflows across multiple customers **Services/Modules Impacted:** Visitor – Access Control System \(ACS\) integrations \(CCure, Net2, Genetec, Avigilon, OnGuard\), Extenders, Routing and Sync Services **Issue Summary/Background:** Between May 19 and May 26, 2026, some customers experienced intermittent issues affecting the integration between Eptura Visitor and Access Control Systems \(ACS\). These issues resulted in inconsistent behavior across critical visitor workflows. Customers reported problems such as visitors not being created in ACS, access levels not updating, tokens not being assigned or removed correctly, and check-in/check-out events failing to synchronize. In some cases, QR code and badge scans at turnstiles did not result in expected access or status updates. The issue was intermittent in nature, often affecting only some transactions within the same location, which made detection and diagnosis more complex. Additionally, some ACS extenders were observed going offline intermittently, further contributing to the inconsistency of the issue. While the platform remained available, core functionality was degraded and did not meet expected reliability standards. **Root Cause:** The issue was caused by a combination of platform-level and infrastructure-related factors affecting ACS integration processing. A recent platform optimization change was introduced that impacted message processing and synchronization behavior between Visitor and ACS systems. This resulted in intermittent failures where some events were processed successfully while others failed within the same environment. Additionally, a contributing infrastructure change caused ACS extenders to intermittently go offline, leading to missed or delayed synchronization events between Visitor and ACS systems. Limited logging visibility in certain monitoring systems during the incident also delayed accurate correlation of the issue, and initial remediation steps in some environments required additional refinement before the root cause was fully isolated. **Remediation:** To restore stability and ensure consistent operation, the following actions were taken: * Rolled back recent ACS optimization changes in the Fastpace layer * Restarted routing and ACS-related services to stabilize message processing * Addressed gaps in logging and monitoring systems to improve visibility * Validated system behavior across multiple ACS integrations and customer environments * Reverted a recent ACS infrastructure capacity change that was causing intermittent extender disconnects. These steps restored normal synchronization between Visitor and ACS systems and ensured stable operation across affected workflows. **Timeline \(UTC\):** May 19: First customer reported issues with ACS integration. An initial investigation was initiated, and an internal tracking case raised. May 20: Engineering incident created to track widespread impact. May 21: Incident escalated to leadership, engineering, and CloudOps teams. Multiple customers confirmed impacted; intermittent pattern identified across environments. May 22: ACS optimization changes rolled back; Initial improvement observed. May 23–25: Ongoing monitoring and validation with affected customers. System behavior improved, but intermittent issues remain in some cases. May 26: Secondary issue identified related to ACS extenders going offline. Extender-related issue resolved, restoring full system stability. May 27 onward: Monitoring confirmed stable performance and successful operation across all workflows. **Total Duration of Event:** Intermittent delays affected approximately 7 days \(May 19- May 26\) **Preventive Actions:** To prevent similar incidents in the future, we are implementing the following improvements: * Strengthen validation and testing for platform-level optimization changes, particularly across ACS integrations * Enhance monitoring and alerting for extender connectivity and message processing failures * Improve logging coverage to ensure full visibility into integration workflows * Formalize change management procedures during active incidents to minimize customer impact. * Improve early detection and correlation mechanisms for multi-customer intermittent issues All services are operating normally, and we continue to monitor the platform closely. Thank you for your understanding as we work to deliver the reliable experience you expect.

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Started May 06, 2026, 07:24 AM UTC· resolved May 06, 2026, 12:09 PM UTC

1. investigating May 06, 2026, 07:24 AM UTC

   We are investigating an issue where some customers are unable to print or download badges from the web dashboard. When attempting to print, an error is displayed, and when attempting to download a badge, no file is generated. We understand this may be disrupting day‑to‑day operations for teams that rely on badge access. This issue affects customers using the Web dashboard to print or download badges. Our engineering team is actively reviewing the issue to identify the root cause and determine the appropriate fix. We are also assessing whether a temporary workaround is available that can be safely shared with customers. At this time, no action is required from customers. We will provide another update at 11:30 AM UTC. Thank you for your patience while we work towards resolution.

2. monitoring May 06, 2026, 09:56 AM UTC

   A hotfix has been identified, developed, and deployed. Our engineering team is actively monitoring the system to confirm stability. If you continue to experience issues with badge printing or downloading, please reach out to our support team. We will provide further update once we have confirmed full resolution. Thank you for your patience.

3. resolved May 06, 2026, 12:09 PM UTC

   The issue affecting badge printing and downloading from the Eptura Visitor web dashboard has been resolved. A hotfix was successfully deployed, and we have continued monitoring the system to confirm stability. Badge printing and badge downloads are now working as expected. Thank you for your patience.

4. postmortem May 15, 2026, 05:12 PM UTC

   ### We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Type of Event** S2 – Not able to print or download badge from the web dashboard ### **Services/Modules Impacted** Eptura Visitor – Admin Dashboard Android Kiosk Badge Printing ### **Issue Summary/Background** On May 6, 2026, some customers experienced issues when printing or downloading visitor badges from the Eptura Visitor dashboard. During this time, badge print attempts returned an error message, and downloads did not generate a file. Badge printing from kiosk devices was also impacted. Our team quickly identified that this issue was affecting multiple customers and immediately began working on a resolution. A fix was developed, tested, and deployed the same day. Affected customers were contacted directly, and full functionality was restored within approximately four hours. ### **Root Cause** > A recent system update resulted in unexpected behavior that impacted badge printing and downloading across both the Visitor web dashboard and Android kiosks. As a result: * Badge print requests failed and returned an error message * Badge download requests appeared to complete, but the file was not successfully generated * Because a shared badge service supports both platforms, all badge generation workflows were affected Our engineering team quickly identified the issue and deployed a fix to production on May 6 as part of API version 9.27.1306. Badge printing and downloading functionality has since been fully restored. ### **Remediation** Our teams quickly investigated the issue and implemented temporary measures to reduce customer impact while a permanent fix was being prepared. A hotfix \(API version 9.27.1306\) was deployed to production on May 6, restoring badge printing and downloading functionality across both the Visitor web dashboard and Android kiosks. Following deployment, we completed extensive testing across multiple scenarios and confirmed that badge generation was functioning normally again. Support teams also worked directly with affected customers to verify resolution. To help prevent similar issues in the future, we have introduced: * Enhanced monitoring and alerting for badge generation services * Additional automated and end-to-end testing across web and kiosk workflows * Improved deployment validation and rollback procedures for shared services * Stronger release controls for critical functionality We also provided ongoing customer communications throughout the incident, including status updates, recovery timelines, and post-incident follow-up. ### **Timeline \(UTC\)** May 06, 2026 – 10:15 AM — First customer cases received May 06, 2026 – 10:30 AM — Initial triage and validation started May 06, 2026 – 11:00 AM — Issue reproduced internally; confirmed not account-specific May 06, 2026 – 11:10 AM — Incident escalated to Engineering May 06, 2026 – 11:20 AM — Engineering investigation initiated May 06, 2026 – 11:50 AM — Root cause identified \(API regression in badge service\) May 06, 2026 – 12:10 PM — Fix development started May 06, 2026 – 12:40 PM — Fix completed; QA validation initiated May 06, 2026 – 01:11 PM — Hotfix deployed to production \(API v9.27.1306\) May 06, 2026 – 01:20 PM — Post-deployment validation and monitoring started May 06, 2026 – 01:30 PM — Began customer outreach for verification May 06, 2026 – 05:41 PM — Majority of customers confirmed resolution; incident closed ### **Total Duration of Event** Approximately 4 hours 30 minutes ### **Preventive Actions** To help prevent similar issues in the future, we have implemented several improvements, including: * Enhanced testing across badge printing and download workflows on both the web dashboard and Android kiosks * Improved monitoring and alerting to quickly identify badge generation issues * Stronger pre-release validation and review processes for shared services * Safer deployment procedures with faster rollback capabilities if issues are detected All services are operating normally, and we will continue to monitor the platform closely to ensure consistent performance. We appreciate your partnership and patience while we worked to resolve this issue. Your feedback and collaboration play an important role in helping us strengthen the Eptura Visitor experience, and we remain committed to delivering the reliability and performance your organization expects.

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Started Apr 28, 2026, 03:12 PM UTC· resolved May 01, 2026, 04:09 PM UTC

1. identified Apr 28, 2026, 03:12 PM UTC

   We are currently performing emergency maintenance on the AUP SFTP server in France. The server has been taken offline. Impact: This issue is impacting AUP processing. What we’re doing: Our teams are actively working to complete the required maintenance and restore service as safely and quickly as possible. What you should know: No action is required from customers at this time. We understand this may be disrupting your operations and apologize for the inconvenience. Next update: We will provide another update in approximately 4 hours. Thank you for your patience.

2. identified Apr 28, 2026, 07:20 PM UTC

   Update – AUP SFTP Service (France) The AUP SFTP service in France remains offline and AUP processing continues to be impacted. Our teams are working to bring the service back online and are completing the necessary checks to ensure it is stable before restoring access. No action is required from customers at this time. We understand this disruption may be affecting your operations and appreciate your patience. We expect to share another update on 29 April during IST hours.

3. identified Apr 29, 2026, 09:40 AM UTC

   Update – AUP SFTP Service (France) The AUP SFTP service in France remains offline and AUP processing continues to be impacted. Since the last update, restoration work is progressing. A replacement SFTP environment is being prepared, and additional validation checks are underway before restoring access. No action is required from customers at this time. We understand this disruption may be affecting your operations and appreciate your patience. We expect to share another update on 29 April during IST hours.

4. identified Apr 29, 2026, 04:43 PM UTC

   Update – AUP SFTP Service (France) The AUP SFTP service in France remains offline, and AUP processing continues to be impacted. Since the last update, Engineering continues active troubleshooting and validation efforts. These include reviewing system logs, confirming configuration settings, and performing additional stability checks on the newly prepared SFTP environment to ensure it meets service readiness requirements before restoration. No action is required from customers at this time. We recognize the impact this disruption may have on your operations and appreciate your continued patience. We will provide another update in approximately 4 hours.

5. identified Apr 29, 2026, 09:55 PM UTC

   Update – AUP SFTP Service (France) The AUP SFTP service in France remains offline, and AUP processing continues to be impacted. Our teams continue working through the steps required to safely restore service and are closely monitoring progress as those efforts continue. No action is required from customers at this time. We understand this disruption may be affecting your operations and appreciate your continued patience. We expect to share another update on 30 April during IST hours.

6. identified Apr 30, 2026, 02:21 PM UTC

   Update – AUP SFTP Service (France) The AUP SFTP service in France remains offline, and AUP processing continues to be impacted. Engineering continues to actively work on the issue, with ongoing validation efforts to confirm system stability, configuration accuracy, and service readiness prior to restoring SFTP access. No action is required from customers at this time. We recognize the impact this disruption may have on your operations and appreciate your continued patience. We will provide another update by the end of U.S. business hours (EST).

7. monitoring Apr 30, 2026, 11:00 PM UTC

   The AUP SFTP service in France has been restored, and customers are able to successfully connect and deliver files. AUP processing is currently operational, and recently submitted files are being processed as expected. No action is required from customers. We appreciate your patience as we worked through this emergency maintenance.

8. resolved May 01, 2026, 04:09 PM UTC

   The issue affecting the AUP SFTP service in France has been fully resolved. The service has been restored, and customers are able to successfully connect and deliver files. AUP processing is fully operational, and recently submitted files are processing as expected. At this time, we have not received any reports of issues uploading files. As the service is stable, we are moving this incident to Resolved status. No customer action is required. We appreciate your patience and understanding while we completed this emergency maintenance.

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Started Apr 06, 2026, 03:32 PM UTC· resolved Apr 13, 2026, 09:35 PM UTC

1. investigating Apr 06, 2026, 03:32 PM UTC

   We are currently investigating an issue impacting Insights for clients in the US and Australia. Our Engineering team is currently investigating to determine the cause of the disruption. Next update will be posted at 2:30 PM CST

2. identified Apr 06, 2026, 04:43 PM UTC

   The issue causing Insights to be unavailable for US and AU clients has been identified, and a fix is currently being implemented. We will provide additional updates as more information becomes available. Thank you for your patience.

3. investigating Apr 06, 2026, 07:20 PM UTC

   We’ve moved this incident back to Investigating while our engineering team continues to look into the root cause. A temporary fix is in place to help reduce impact, and we’re actively working toward a permanent solution. We’ll share more updates as soon as we have additional information. Thank you for your continued patience and understanding.

4. investigating Apr 07, 2026, 08:45 AM UTC

   Our engineering team continues to actively investigate the issue and work toward a permanent resolution. Efforts are underway to prepare a build for deployment across affected regions, with the goal of addressing the underlying issue. This work is currently in progress. The temporary mitigation remains in place and continues to help reduce customer impact. We will share further updates as more information becomes available. If you experience any issues, please reach out to us via your existing case or raise a new support case. Thank you for your continued patience and understanding.

5. identified Apr 07, 2026, 10:41 PM UTC

   We have identified the root cause of the issue and are now in the remediation phase. A temporary mitigation has been implemented and remains in place to reduce customer impact while our engineering team continues work on a permanent solution. Engineering efforts are underway to prepare a build for deployment across affected regions to fully resolve the underlying issue. This work is actively in progress. We will continue to share updates as new information becomes available. If you experience any issues, please contact us through your existing support case or open a new one. Thank you for your continued patience and understanding.

6. identified Apr 08, 2026, 10:35 AM UTC

   We have made further progress in our investigation and identified the issue related to authentication keys not being recognized. Our engineering team is currently implementing additional safeguards and preparing the fix for deployment as part of the upcoming release this weekend. We will provide our next update by Monday, April 13. If you experience any issues, please contact us through your existing support case or open a new one. Thank you for your continued patience and understanding while we work on a permanent fix.

7. monitoring Apr 13, 2026, 05:11 AM UTC

   The hotfix has been successfully deployed across affected regions to address the issue related to authentication keys not being recognized. We are now monitoring the system to ensure stability and confirm that the issue has been fully resolved. If you continue to experience any issues, please reach out via your existing support case or open a new one. Thank you for your continued patience and understanding.

8. resolved Apr 13, 2026, 09:35 PM UTC

   We are pleased to inform you that the issue with Insights Down for US and AU clients has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.

Read the full incident report →

Started Apr 02, 2026, 10:20 PM UTC· resolved Apr 06, 2026, 10:08 AM UTC

1. investigating Apr 02, 2026, 10:20 PM UTC

   We are currently investigating an issue where some customers may not receive verification codes or password reset emails when accessing the SiQ mobile app or resetting their password. Our email provider confirms that these messages are being successfully delivered; however, in some cases, emails may be filtered by spam or junk folders before reaching your inbox. Our teams are actively working with our email provider to resolve this issue as quickly as possible. We apologize for the inconvenience and appreciate your patience. Our next update will be provided 2:15 AM UTC

2. investigating Apr 03, 2026, 01:44 AM UTC

   Investigation continues throughout the evening where some customers may not receive verification codes or password reset emails when accessing the SiQ mobile app or resetting their password. Our teams are actively working with our email provider to resolve this issue as quickly as possible. We apologize for the inconvenience and appreciate your patience.

3. monitoring Apr 03, 2026, 02:55 AM UTC

   We have implemented a solution for the issue affecting Delayed or Missing Verification Emails and Password Reset Notifications and are currently monitoring the situation to ensure stability and performance. Our support team is overseeing the process to confirm that the issue has been fully resolved.

4. monitoring Apr 03, 2026, 02:55 AM UTC

   We are continuing to monitor for any further issues.

5. monitoring Apr 03, 2026, 08:15 PM UTC

   We have implemented mitigation steps and are continuing to closely monitor the system to ensure verification emails and password reset notifications are being delivered successfully.

6. resolved Apr 06, 2026, 10:08 AM UTC

   The issue has now been resolved and services are operating as expected. Verification emails and password reset notifications are being delivered successfully following the implemented fixes. If you continue to experience any issues, please reach out via your existing case or raise a new one, and our team will assist you on priority. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Thank you for your continued trust and partnership.

7. postmortem Apr 17, 2026, 08:22 PM UTC

   **SpaceIQ by Eptura detailed Root Cause Analysis | 4/2/2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** On April 2, 2026, some users experienced issues receiving authentication-related emails, including password reset links and mobile access codes for the SiQ platform. This primarily affected mobile users and non-SSO users attempting to access SiQ through a web browser. We recognize the frustration this may have caused for those impacted and appreciate users’ patience as access was disrupted. **Type of Event:** Intermittent Outage **Services/Modules impacted:** Production **Timeline \(UTC\):** April 2 - Early afternoon: Email delivery issues began. 10:15 PM: Customers were notified via the status page that engineering was investigating. April 3 - 2:19 AM: Engineering resolved the issue and restored email delivery. April 3–5: Continued monitoring confirmed successful delivery of emails. April 6 at 10:08 AM: Incident marked as fully resolved. **Total Duration of Event:** 3 Days, 16 hours **Root Cause** The issue was caused by an email authentication configuration error within our email delivery service, which prevented verification and password reset emails from being delivered successfully. **Remediation** Our engineering team revalidated and corrected the email domain configuration, restoring normal email delivery. **Preventative Action** Thank you for your continued support and understanding while we worked to resolve this issue.

Read the full incident report →

Started Mar 23, 2026, 07:10 PM UTC· resolved Mar 31, 2026, 09:11 AM UTC

1. investigating Mar 23, 2026, 07:10 PM UTC

   We are currently investigating an issue with intermittent errors navigating Serraview, primarily in the reporting module in both Production and UAT environments. Our Engineering team is actively working to determine the root cause of the disruption and assess its impact. We will provide our next update by 11:10 PM UTC (6:10 PM CDT). Thank you for your patience as we work to resolve this issue.

2. investigating Mar 23, 2026, 11:31 PM UTC

   Our engineering teams continue to investigate the disruption with intermittent errors navigating Serraview, primarily in the reporting module in both Production and UAT environments. We appreciate your patience as we work to identify the root cause. We will provide our next update by 03:31 AM UTC (10:31 PM CDT).

3. investigating Mar 24, 2026, 05:12 AM UTC

   We are continuing to investigate intermittent issues affecting navigation and data loading within Serraview, particularly across the Reporting and Spaces modules. Users may experience delays, unresponsive pages, or errors that are temporarily resolved upon refreshing the browser. Our Engineering team is actively working to identify the underlying cause and assess the full scope of impact across environments. We will share further updates as soon as more definitive information becomes available. Thank you for your continued patience.

4. identified Mar 24, 2026, 08:55 AM UTC

   We have identified the root cause of the issue impacting navigation and data loading within Serraview. The behaviour is related to session handling, which may result in users experiencing errors or being required to refresh or re-login during usage. Our Engineering team is actively prioritising a hotfix to address this and restore a seamless user experience. In the meantime, a browser refresh or re-login may help restore normal functionality. We will continue to share updates as we make progress, with the hotfix being treated as a priority. Thank you for your continued patience.

5. identified Mar 24, 2026, 02:08 PM UTC

   A hotfix has been developed to address this issue and is currently undergoing testing. Once validation is complete, the fix will be deployed to the Production environment. We will share further updates as more definitive information becomes available. Thank you for your continued patience.

6. identified Mar 25, 2026, 09:29 AM UTC

   A hotfix has been successfully validated in the UAT environment and we are now proceeding with deployment to the Production environment. We will share a further update once the deployment is complete. Following this, we will reach out on the respective cases to confirm functionality. Thank you for your continued patience while we work towards an expedited resolution.

7. monitoring Mar 25, 2026, 04:49 PM UTC

   A hotfix has been successfully deployed to the Production environment and has passed initial validation. With the deployment now complete, we have transitioned this incident into a monitoring phase to ensure continued stability and expected functionality. Our team will be reviewing the environment closely and will follow up on the respective cases to confirm that all impacted functionality has been fully restored. Thank you for your continued patience while we worked toward an expedited resolution.

8. monitoring Mar 25, 2026, 11:14 PM UTC

   Our monitoring of the UAT and Production environment continues to show stable performance following the hotfix deployment. Internal and external checks continue to confirm that the affected functionality is operating as expected, and no new issues have been observed. Our team will proceed with additional validation throughout the evening and will continue reviewing related support cases to ensure all impacted customers are fully restored. We appreciate your patience and will provide another update if any unexpected behavior arises.

9. monitoring Mar 26, 2026, 08:50 AM UTC

   Post deployment of the hotfix, both UAT and Production environments continue to remain stable with no further issues observed. Validation checks, both internal and external, indicate that the impacted functionality is working as expected. We will continue to monitor the environments closely and review associated support cases to ensure full recovery for all impacted customers. Further updates will be shared if any anomalies are identified. Thank you for your continued patience.

10. investigating Mar 26, 2026, 05:08 PM UTC

    Following our post‑deployment monitoring, we have observed continued intermittent slowness and delays for some customers. As a result, we are moving this incident back into an Investigating phase while our engineering teams work to identify the underlying cause and drive a full resolution. We sincerely apologize for the ongoing disruption and appreciate your patience as we continue working to restore optimal performance. Additional updates will be shared here as they become available.

11. monitoring Mar 26, 2026, 09:04 PM UTC

    We have successfully redeployed the hotfix to all US customers, and impacted systems are now fully operational. We are now transitioning back into a monitoring phase and will continue to closely monitor system performance throughout the evening to ensure continued stability. Our Support team will also maintain proactive outreach on any related cases to ensure every customer is fully supported. We sincerely appreciate your patience and understanding as we worked through this disruption. Thank you for your partnership.

12. monitoring Mar 30, 2026, 09:57 AM UTC

    The hotfix has now been redeployed across all regions, and services are currently stable. We remain in the monitoring phase and continue to closely observe system performance to ensure consistency. Our teams are actively reviewing ongoing cases to confirm that the issue has been fully resolved. We request you to please validate from your end and confirm on your existing case. If you continue to experience any issues, please update the case or raise a new one, and we will prioritise it accordingly. We will continue to keep you informed as we progress. Thank you for your continued cooperation.

13. resolved Mar 31, 2026, 09:11 AM UTC

    We are pleased to confirm that the issue has now been resolved following the successful deployment of the hotfix across all regions and services are operating as expected. If you continue to experience any issues, please update your existing case or raise a new one and our team will prioritise it accordingly. We sincerely appreciate your patience and understanding while we worked to restore normal operations. A detailed Root Cause Analysis will be published within the next 10 business days. Thank you for your continued trust and partnership.

14. postmortem May 27, 2026, 09:02 AM UTC

    We appreciate your patience and continued support while we completed the investigation into the intermittent Serraview performance and search-related issues. **Type of Event:** Severity 2 – Intermittent delays navigating Serraview **Services/Modules Impacted:** Serraview Spaces, VBS, and Scenario Planner. **Issue Summary / Background:** Some customers experienced intermittent issues within Serraview, including unresponsive search functionality, loading errors, and delays when navigating across modules such as Spaces, VBS, Reporting, and Scenario Planner. The issue typically occurred after a period of inactivity and presented inconsistently across sessions, which required extended validation to accurately isolate the root cause. As an interim workaround, users were advised to perform a browser hard refresh or log out and back in, which temporarily restored normal functionality. **Root Cause:** The issue was caused by unintended behaviour in how session timeout configuration was handled during application startup and deployment. Serraview relies on a session timeout setting, retrieved from the database, to determine how long a user session remains active. In cases where the application was unable to retrieve this configuration at startup, it defaulted to a fallback session timeout value of approximately one minute instead of the intended duration. Further investigation confirmed that this fallback value could be written into the application’s cache during the build process, at a stage where database access was not available. As a result, the incorrect timeout value became temporarily embedded in the deployed application. When application instances were deployed shortly after build completion, they continued using this cached fallback value instead of retrieving the correct configuration from the database. This led to sessions expiring significantly earlier than expected, resulting in intermittent search failures, unresponsive modules, and application errors after inactivity. This also explains why the issue appeared intermittent. The incorrect timeout value was only present under specific timing conditions related to deployment and cache validity. In cases where the cache had expired or the application restarted and successfully retrieved the correct configuration, the issue did not occur. This is why actions such as refresh, re-login, or restart temporarily restored functionality. **Remediation:** A corrective change was implemented to remove reliance on the cached session configuration during application startup. This ensured that application instances consistently retrieve the correct session timeout configuration instead of using fallback values created during the build process. Following deployment of this fix: * session behaviour aligned with expected configuration * search and navigation functionality returned to normal * no recurrence of the issue was observed after periods of inactivity **Timeline \(UTC\):** March 23, 2026 10:30 AM UTC - First customer case reported around slowness and intermittent Search Functionality issues in Spaces & VBS 11:08 AM UTC - Issue acknowledged and initiated investigation. Issues replicable. 12:47 PM UTC - Issue highlighted to CloudOps team. 01:50 PM UTC - Additional cases reported indicating broader impact. 03:21 PM UTC - CloudOps team invoked Engineering team with their analysis for further investigation. 03:25 PM UTC - Jira marked as CS escalated for expedite resolution and potential HotFix. March 24, 2026 06:33 AM UTC - Root Cause identified. 09:55 AM UTC - The fix was completed and moved for QA testing. 07:18 PM UTC - Hotfix deployed to UAT environment. Additional interim checks and validation performed. March 25, 2026 11:12 AM UTC - Hotfix deployment completed in EU region for production. 1:01 PM UTC - Hotfix deployed in Prod for all region customers. 4:47 PM UTC - Support started seeking confirmation from clients. 10:47 PM UTC - First Customer Confirmation post hotfix released. **Total Duration of Event:** 54 Hours **Preventive Actions:** To prevent recurrence, changes have been implemented to ensure that: * session timeout configuration is no longer dependent on cached values generated during build or deployment * fallback configuration scenarios do not persist into runtime application behaviour * application startup reliably aligns with intended session configuration These changes remove the conditions under which incorrect session timeout values could be applied and ensure consistent and predictable session behaviour across environments.

Read the full incident report →

Started Mar 17, 2026, 04:02 PM UTC· resolved Mar 25, 2026, 02:06 PM UTC

1. investigating Mar 17, 2026, 04:02 PM UTC

   We are currently investigating an issue where some customers are experiencing delays or intermittent interruptions when accessing Eptura Asset modules. Our infrastructure team is actively working to identify the root cause and restore full functionality as quickly as possible. We will provide an update as soon as more information becomes available. Thank you for your patience.

2. investigating Mar 17, 2026, 11:08 PM UTC

   Our Infrastructure and Engineering teams are actively collaborating to identify the underlying cause and implement a fix as quickly as possible. At this time, you may notice slow load times or degraded functionality within the platform. We understand the impact this may have on your operations and sincerely apologize for the disruption. Further updates will be provided here as soon as more information becomes available. Thank you for your patience while we work to restore full performance.

3. investigating Mar 18, 2026, 02:28 PM UTC

   We are continuing to observe intermittent 503 errors today. Our alerting systems are actively firing, and our teams are closely monitoring the situation while addressing issues as they arise. We are currently reviewing application logs to identify the underlying cause and are working toward a permanent resolution. Additional updates will be provided as soon as more information becomes available. Thank you for your patience.

4. investigating Mar 18, 2026, 10:55 PM UTC

   Our Infrastructure and Engineering teams are continuing to work to identify the underlying cause and implement a fix as quickly as possible. At this time, you may notice slow load times or degraded functionality within the platform. We understand the impact this may have on your operations and sincerely apologize for the disruption. Further updates will be provided here as soon as more information becomes available. Thank you for your patience while we work to restore full performance.

5. monitoring Mar 19, 2026, 10:05 AM UTC

   The application is now stable and operating as expected. We will continue to monitor the situation. If you experience any issues, please reach out to Support via your existing case or raise a new one. Thank you for your patience and understanding.

6. monitoring Mar 19, 2026, 03:25 PM UTC

   We are continuing to investigate reports of intermittent connection issues affecting some users. You may experience brief disruptions when attempting to connect to the service. Our teams are actively monitoring system performance and working to identify the underlying cause. Automation and recovery mechanisms remain in place to reduce service impact while we continue to work toward a permanent resolution. We will provide the next update as soon as more information becomes available. Thank you for your patience and understanding.

7. monitoring Mar 20, 2026, 05:48 PM UTC

   Over the past 24 hours, we have not observed any further occurrences of the issue that previously impacted Eptura Asset performance. The automated recovery mechanism implemented by Eptura designed to respond when server thread counts spike has been functioning as expected and has successfully stabilized the environment. At this time, we continue to work closely with the Eptura Asset Engineering team. They are still developing a preventive, long‑term fix to address the underlying root cause and permanently eliminate the risk of recurrence. We will provide additional updates as soon as engineering delivers the preventive solution or if conditions change. Thank you for your patience.

8. monitoring Mar 23, 2026, 09:01 AM UTC

   We have not observed any further occurrences of the issue that previously impacted Eptura Asset performance. The environment remains stable, with the automated recovery mechanism effectively handling any spikes in activity. Our engineering team continues to work on a long-term solution to address the root cause and prevent recurrence. We will share further updates as progress is made. Thank you for your continued patience.

9. monitoring Mar 23, 2026, 04:58 PM UTC

   Our engineering teams continue to make progress on resolving the server connection issues currently impacting some users. We have implemented several adjustments and improvements over the past week, which have resulted in increased stability for many customers. While these changes have helped reduce the frequency of connection disruptions, additional work is still required to fully restore optimal performance. The teams are actively developing long‑term, permanent solutions that include code-level improvements and additional server deployments to enhance overall reliability and scalability. We will continue to provide updates as work progresses. Thank you for your patience while we work to fully resolve this issue.

10. resolved Mar 25, 2026, 02:06 PM UTC

    Over the past several days, we have not observed any further instances of the server connection error previously reported. Additionally, we have not received any new customer reports indicating the issue is continuing. As service has remained stable and no further disruptions have been detected, we will be moving this incident into the Resolved phase. Thank you for your patience while we monitored the situation. Please remain subscribed to this page to receive any future updates automatically.

Read the full incident report →

Started Mar 13, 2026, 08:48 PM UTC· resolved Mar 14, 2026, 02:39 PM UTC

1. investigating Mar 13, 2026, 08:48 PM UTC

   We are currently investigating reports of intermittent issues affecting some Eptura Asset customers who are receiving a 503 error message. Our engineering team is actively working to identify the root cause. We will continue to closely monitor the situation and provide further updates as they become available

2. monitoring Mar 13, 2026, 10:07 PM UTC

   Eptura Asset experienced a brief service degradation that caused some customers to encounter system slowness or receive intermittent 503 Connection Errors. The issue lasted for under 10 minutes and affected a subset of customers attempting to access Eptura Asset services. Our engineering team identified the cause immediately, and recent platform updates allowed for a rapid recovery. Normal performance was fully restored shortly after detection. We continue to monitor the system closely and are reviewing the incident to ensure resilience against similar issues in the future. We apologize for any inconvenience this brief disruption may have caused and appreciate your patience.

3. resolved Mar 14, 2026, 02:39 PM UTC

   We’re pleased to confirm that the issue has now been resolved. Our Engineering team has implemented a permanent fix, and all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. A detailed Root Cause Analysis (RCA) is currently being prepared and will be published within the next 10 business days. Thank you for your continued trust and partnership.

4. postmortem Mar 18, 2026, 10:49 PM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Eptura Asset 503 Server Connection Error **Type of Event:** Outage **Services/Modules impacted:** Asset Inventory Module **Timeline:** March 13th 20:48 UTC Customers reporting that they were experiencing 503 Server Connection Error March 13th 22:07 UTC Eptura team identified the cause, and recent platform updates allowed for a rapid recovery. March 14th 14:39 UTC Confirmation with customers that Asset Modules are loading as expected **Total Duration of Event:** 18 hours **Root Cause:** Our reporting service \(Exago\) was experiencing slow or unresponsive behavior. Because our application relied on this service for certain requests, these delays caused system‑wide slowdowns and, in some cases, 503 errors. When Exago became overloaded, it affected the performance of unrelated areas like Work Orders, Assets, and other core features. **Remediation:** We implemented several backend improvements to ensure reporting issues stay isolated and no longer impact the rest of the application. * **Asynchronous request handling** Reporting requests now run asynchronously, allowing the system to stay responsive even if individual reporting calls are slow. * **Circuit breaker pattern** If the reporting service becomes unhealthy, the system automatically detects this and temporarily stops sending new requests. This prevents slowdowns from spreading across the application. * **Session deduplication** Multiple tabs or browser refreshes no longer create duplicate reporting sessions. All repeated user actions are consolidated into a single backend request. * **Session caching** Newly created reporting sessions are briefly cached \(30 seconds\), reducing unnecessary repeat calls during login bursts or fast navigation. * **Strict timeout controls** All reporting requests follow a consistent end‑to‑end timeout \(up to 270 seconds\). This ensures system resources are promptly released even when Exago is slow or unresponsive. * **Improved telemetry and monitoring** New Prometheus metrics provide better visibility into thread usage, allowing the team to detect early warning signs before they impact customers. **Preventative Action:** Rate Limiting has been enabled on all the PROD instances. If an abnormal volume of Exago session requests originates \(e.g., login storms, retry floods\), the system will gracefully reject overflow requests while continuing to serve other users normally. These updates ensure that reporting issues no longer affect critical areas of the application. If Exago becomes slow, the impact is now contained, other features are expected to continue working normally. New Behavior Summary · Backend timeout: 270 seconds max per attempt · Frontend retries: 8 attempts over 3 minutes max · Session caching: 30 seconds \(reduces duplicate requests from multiple user tabs\) · Circuit breaker: Opens after 20% failure rate, pauses attempts for 30 seconds, Users get fast failure responses during this window rather than long waits

Read the full incident report →

Started Mar 12, 2026, 03:50 PM UTC· resolved Mar 12, 2026, 08:16 PM UTC

1. monitoring Mar 12, 2026, 03:50 PM UTC

   Earlier this morning, Eptura Asset experienced a brief service degradation that caused some customers to encounter system slowness or receive intermittent 503 Connection Errors. The issue lasted for under 10 minutes and affected a subset of customers attempting to access Eptura Asset services. Our engineering team identified the cause immediately, and recent platform updates allowed for a rapid recovery. Normal performance was fully restored shortly after detection. We continue to monitor the system closely and are reviewing the incident to ensure resilience against similar issues in the future. We apologize for any inconvenience this brief disruption may have caused and appreciate your patience. We will attach an RCA as soon as we have the details from engineering.

2. resolved Mar 12, 2026, 08:16 PM UTC

   We’re pleased to share that the issue has now been resolved. Both our internal teams and external users have confirmed that all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.

3. postmortem Mar 18, 2026, 10:48 PM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Eptura Asset 503 Server Connection Error **Type of Event:** Outage **Services/Modules impacted:** Asset Inventory Module **Timeline:** March 12th 15:50 UTC Customers reporting that they were experiencing 503 Server Connection Error March 12th 20:16 UTC Confirmation with customers that Asset Modules are loading as expected **Total Duration of Event:** 14 hours **Root Cause:** Our reporting service \(Exago\) was experiencing slow or unresponsive behavior. Because our application relied on this service for certain requests, these delays caused system‑wide slowdowns and, in some cases, 503 errors. When Exago became overloaded, it affected the performance of unrelated areas like Work Orders, Assets, and other core features. **Remediation:** We implemented several backend improvements to ensure reporting issues stay isolated and no longer impact the rest of the application. * **Asynchronous request handling** Reporting requests now run asynchronously, allowing the system to stay responsive even if individual reporting calls are slow. * **Circuit breaker pattern** If the reporting service becomes unhealthy, the system automatically detects this and temporarily stops sending new requests. This prevents slowdowns from spreading across the application. * **Session deduplication** Multiple tabs or browser refreshes no longer create duplicate reporting sessions. All repeated user actions are consolidated into a single backend request. * **Session caching** Newly created reporting sessions are briefly cached \(30 seconds\), reducing unnecessary repeat calls during login bursts or fast navigation. * **Strict timeout controls** All reporting requests follow a consistent end‑to‑end timeout \(up to 270 seconds\). This ensures system resources are promptly released even when Exago is slow or unresponsive. * **Improved telemetry and monitoring** New Prometheus metrics provide better visibility into thread usage, allowing the team to detect early warning signs before they impact customers. **Preventative Action:** These updates ensure that reporting issues no longer affect critical areas of the application. If Exago becomes slow, the impact is now contained, other features are expected to continue working normally. New Behavior Summary · Backend timeout: 270 seconds max per attempt · Frontend retries: 8 attempts over 3 minutes max · Session caching: 30 seconds \(reduces duplicate requests from multiple user tabs\) · Circuit breaker: Opens after 20% failure rate, pauses attempts for 30 seconds, Users get fast failure responses during this window rather than long waits

Read the full incident report →

Started Feb 24, 2026, 09:52 PM UTC· resolved Feb 25, 2026, 04:54 PM UTC

1. investigating Feb 24, 2026, 09:52 PM UTC

   We are currently investigating reports of intermittent issues affecting Eptura Asset returning Server Connection error messages. Our engineering team is actively working to identify the root cause. We will continue to closely monitor the situation and provide further updates as they become available

2. monitoring Feb 24, 2026, 11:00 PM UTC

   We have implemented mitigation measures and the service has stabilized. At this time, we are no longer observing server connection errors impacting Eptura Asset. Our engineering team will continue to closely monitor the environment to ensure continued stability and to confirm the issue is fully resolved. We will provide additional updates if there are any changes. Thank you for your patience.

3. monitoring Feb 25, 2026, 08:36 AM UTC

   Service performance has returned to expected levels following the mitigation steps taken by our teams. We are not currently seeing server connection errors affecting Eptura Asset. We will maintain monitoring of the environment to ensure stability is sustained. Should there be any notable changes, we will share further updates. Thank you for your continued patience.

4. resolved Feb 25, 2026, 04:54 PM UTC

   We’re pleased to share that the issue has now been resolved. Both our internal teams and external users have confirmed that all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.

5. postmortem Mar 18, 2026, 10:48 PM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Eptura Asset 503 Connection Error **Type of Event:** Outage **Services/Modules impacted:** Asset Inventory Module **Timeline:** Feb 25th 21:52 UTC Customers reporting intermittent 503 Connection Error Feb 25th 23:00 UTC Hotfix in place for Quality Assurance Testing Feb 26th 8:36 UTC Hotfix Applied to Production Feb 26th 16:54 UTC Customers confirming back online **Total Duration of Event:** 19 hrs **Root Cause:** Our reporting service \(Exago\) was experiencing slow or unresponsive behavior. Because our application relied on this service for certain requests, these delays caused system‑wide slowdowns and, in some cases, 503 errors. When Exago became overloaded, it affected the performance of unrelated areas like Work Orders, Assets, and other core features. **Remediation:** We implemented several backend improvements to ensure reporting issues stay isolated and no longer impact the rest of the application. * **Asynchronous request handling** Reporting requests now run asynchronously, allowing the system to stay responsive even if individual reporting calls are slow. * **Circuit breaker pattern** If the reporting service becomes unhealthy, the system automatically detects this and temporarily stops sending new requests. This prevents slowdowns from spreading across the application. * **Session deduplication** Multiple tabs or browser refreshes no longer create duplicate reporting sessions. All repeated user actions are consolidated into a single backend request. * **Session caching** Newly created reporting sessions are briefly cached \(30 seconds\), reducing unnecessary repeat calls during login bursts or fast navigation. * **Strict timeout controls** All reporting requests follow a consistent end‑to‑end timeout \(up to 270 seconds\). This ensures system resources are promptly released even when Exago is slow or unresponsive. * **Improved telemetry and monitoring** New Prometheus metrics provide better visibility into thread usage, allowing the team to detect early warning signs before they impact customers. **Preventative Action:** These updates ensure that reporting issues no longer affect critical areas of the application. If Exago becomes slow, the impact is now contained, other features are expected to continue working normally. New Behavior Summary · Backend timeout: 270 seconds max per attempt · Frontend retries: 8 attempts over 3 minutes max · Session caching: 30 seconds \(reduces duplicate requests from multiple user tabs\) · Circuit breaker: Opens after 20% failure rate, pauses attempts for 30 seconds, Users get fast failure responses during this window rather than long waits

Read the full incident report →

Started Feb 23, 2026, 06:17 PM UTC· resolved Feb 24, 2026, 06:38 PM UTC

1. investigating Feb 23, 2026, 06:17 PM UTC

   We are investigating an issue for some clients who are reporting that they are unable to load their inventory. Our engineering teams are working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 20:30 UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.

2. investigating Feb 23, 2026, 08:35 PM UTC

   We are currently investigating an issue affecting some clients who are unable to load their inventory. Our engineering teams are actively working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 24:00 UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience as we work to resolve this issue.

3. identified Feb 23, 2026, 11:35 PM UTC

   Our engineering team has identified the root cause of the Asset service issue currently impacting Inventory features. We’ve already developed a fix and are now testing it to ensure it is stable, reliable, and fully resolves the problem. Our goal is to implement this update overnight, once testing is complete, to prevent any further disruption to your service. We’ll continue to share updates and as soon as we have more information about the fix deployment window we will provide another update. Thank you for your patience and understanding as we work to restore full functionality.

4. monitoring Feb 24, 2026, 08:37 AM UTC

   Our engineering team has successfully implemented the fix for the Asset service issue that was impacting Inventory features. The issue has now been fixed and the Inventory module is loading as expected. We are continuing to closely monitor system behaviour to ensure stability. Customers who previously experienced issues are encouraged to validate functionality at their end and share any observations through their existing Support cases. Thank you for your patience and understanding while we worked to resolve this issue.

5. resolved Feb 24, 2026, 06:38 PM UTC

   We’re pleased to share that the issue has now been resolved. Both our internal teams and external users have confirmed that all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.

6. postmortem Mar 18, 2026, 09:54 PM UTC

   **Eptura Asset detailed Root Cause Analysis | Feb 24th 2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Eptura Asset Unable to load inventory **Type of Event:** Outage **Services/Modules impacted:** Asset Inventory Module **Timeline:** Feb 23rd **18:17 UTC** Customers reporting that they were unable to load the inventory module Feb 23rd **23:35 UTC** Engineering Replicating steps to begin troubleshooting Feb 24th **8:37 UTC** Hotfix Deployed Feb 24th **18:38 UTC** Confirmation with customers that Inventory Module loading as expected **Total Duration of Event:** 24\.25 hours **Root Cause:** Our investigation identified that two application servers were experiencing issues loading required modules. We traced this behavior to compatibility settings within certain customer databases. The databases encountering problems were all configured at Compatibility Level 100, which prevented the application from loading modules correctly. **Remediation:** We updated all affected databases to Compatibility Level 150, which immediately resolved the issue. To verify, we tested reverting them back to Level 100 and confirmed the problem reoccurred, while restoring Level 150 resolved it again. After validating the fix, we applied the update across all customer databases in both QA and production to ensure consistent performance. **Preventative Action:** · We temporarily isolated the impacted servers and routed traffic to healthy ones to maintain service continuity. · All production customer databases were standardized to Compatibility Level 150 to prevent similar compatibility issues from arising in the future.

Read the full incident report →

Started Feb 23, 2026, 03:01 PM UTC· resolved Feb 23, 2026, 11:00 PM UTC

1. investigating Feb 23, 2026, 03:01 PM UTC

   We are currently aware of reports that Asset is not accessible for some users. Our teams are actively investigating the issue and working to identify the root cause. We will provide updates as more information becomes available. Thank you for your patience as we work through this.

2. investigating Feb 23, 2026, 03:05 PM UTC

   We are continuing to investigate this issue.

3. identified Feb 23, 2026, 03:59 PM UTC

   Our engineers have identified the issue, isolated the affected servers, and redirected traffic to fully operational systems. At this time, service should be functioning normally. Thank you for your patience and understanding.

4. monitoring Feb 23, 2026, 06:13 PM UTC

   A fix has been implemented, and our engineering team is actively monitoring system performance to ensure full stability. We will provide further updates if conditions change. Thank you for your patience and understanding.

5. monitoring Feb 23, 2026, 10:59 PM UTC

   We’re pleased to share that the issue has now been resolved. Both our internal teams and external users have confirmed that all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.

6. resolved Feb 23, 2026, 11:00 PM UTC

   This incident has been resolved.

7. postmortem Mar 18, 2026, 06:07 PM UTC

   **Eptura Asset detailed Root Cause Analysis | Feb 23rd 2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Asset Service Unavailable **Type of Event:** Outage **Services/Modules impacted:** Asset Service **Timeline:** Feb 23rd 6:24am customers reporting that sites were unable to be reached Feb 23rd 7:30am Production Server down Feb 23rd 8:06am All Eptura Asset sites offline Feb 23rd 9:03am All sites back online **Total Duration of Event:** 2\.75hrs **Root Cause:** During a planned system update, a new major version of .NET was deployed as part of our Eptura Asset heritage process. This version introduced changes in how the application manages threading. Under certain conditions, these changes reduced the number of available threads, which led to intermittent 503 errors when the system couldn’t process requests as expected. **Remediation:** Existing automation helped keep the service running by restarting parts of the system when errors occurred. Once the underlying issue was identified, the team increased system capacity so incoming requests could be handled more reliably. We also updated the application to manage high‑demand scenarios more smoothly and improved several areas that were putting extra strain on the system, most notably the process used to create Exago REST sessions. To support ongoing reliability, the CloudOps team is now tracking thread‑related performance metrics in Prometheus. This gives visibility into early signs of resource pressure and enables more proactive monitoring. **Preventative Action:** Engineering will complete additional system updates during off‑hours on the weekend to further strengthen stability. We are also separating major system changes from regular releases and planning them during lower‑traffic periods to reduce the chance of customer impact. For future releases that involve more than routine code changes, CloudOps will participate in the Go/No‑Go process to ensure all operational steps are accounted for. CloudOps will also perform more strenuous load testing to identify potential high‑demand issues early and address them before they affect performance.

Read the full incident report →

Started Feb 18, 2026, 03:40 PM UTC· resolved Feb 25, 2026, 08:28 AM UTC

1. investigating Feb 18, 2026, 03:40 PM UTC

   We are currently investigating an issue with Serraview Engage for Android. End users are experiencing disruption loading floorplans or completing their booking. Our Engineering team is actively working to determine the root cause of the disruption and assess its impact. We will provide our next update by 6:40 PM UTC Thank you for your patience as we work to resolve this issue.

2. investigating Feb 18, 2026, 06:55 PM UTC

   We continue investigating an issue affecting SV Engage on Android. Our engineering teams are actively working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 10:55 PM UTC or sooner as more information becomes available. Thank you for your patience.

3. investigating Feb 18, 2026, 11:02 PM UTC

   We are continuing to investigate an issue affecting SV Engage on Android. Our engineering teams are working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 2:55 AM UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.

4. investigating Feb 19, 2026, 04:18 AM UTC

   We are continuing to investigate an issue affecting SV Engage on Android devices. Our engineering teams remain actively engaged in diagnosing the behaviour and working toward a resolution. Android users may experience issues viewing floorplans or booking desks within the Engage app. We will provide our next update by 08:10 UTC or sooner should additional information become available. We appreciate your continued patience and understanding as we work to restore full service.

5. investigating Feb 19, 2026, 09:38 AM UTC

   We are continuing to investigate an issue affecting SV Engage on Android devices, where some users may experience difficulties viewing floorplans or booking desks within the Engage app. Our engineering teams are actively engaged in diagnosing the behaviour and working toward a resolution. As a temporary workaround, users may force-close the application and relaunch it if floorplans do not load as expected. This behaviour has been validated in testing and may help restore functionality while a permanent resolution is being implemented. Please feel free to share any observations or feedback regarding the workaround via respective existing Support cases. This information assists our Engineering team in accelerating the investigation and resolution efforts. We will provide the next update as soon as additional information becomes available. We appreciate your continued patience and understanding.

6. investigating Feb 19, 2026, 02:02 PM UTC

   Our Engineering team has partially replicated the issue affecting SV Engage on Android devices and is actively working on a resolution. The temporary workaround remains available: users may force-close and relaunch the app if floorplans do not load as expected. We encourage you to continue sharing any observations via your existing Support cases, as this helps accelerate investigation. Further updates will be posted as soon as more information becomes available. We appreciate your patience and understanding.

7. investigating Feb 19, 2026, 07:38 PM UTC

   Our Engineering team is continuing to investigate the issue impacting floorplan loading within SV Engage on Android devices. As part of this effort, they have been able to partially reproduce the behavior and are actively working toward a full resolution. In the meantime, the temporary workaround remains available: Force-close and relaunch the app if floorplans do not load as expected. We encourage you to keep sharing any new observations through your existing Support cases, as this information helps accelerate our investigation. We will provide our next update by 11:40 PM UTC Thank you for your ongoing patience and understanding.

8. investigating Feb 19, 2026, 11:36 PM UTC

   Our Engineering team is continuing to investigate the issue impacting floorplan loading within SV Engage on Android devices. As part of this effort, they have been able to partially reproduce the behavior and are actively working toward a full resolution. In the meantime, the temporary workaround remains available: Force-close and relaunch the app if floorplans do not load as expected. We encourage you to keep sharing any new observations through your existing Support cases, as this information helps accelerate our investigation. We will provide our next update by 03:40 AM UTC Thank you for your ongoing patience and understanding.

9. investigating Feb 20, 2026, 07:44 AM UTC

   Our Engineering team continues to investigate the issue affecting floor plan loading within SV Engage on Android devices. As part of the ongoing analysis, the team has been able to reproduce the behaviour and is actively validating a potential fix. Once verification is complete, the update will be released through the app stores in accordance with standard deployment processes. Further updates will be provided as additional information becomes available. We appreciate your patience and encourage you to continue sharing any relevant observations through your existing Support cases.

10. monitoring Feb 20, 2026, 01:10 PM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now live on the Google Play Store. We recommend that users update the app and share any feedback through their existing Support cases. We will continue to keep the situation under monitoring and share any further feedback or updates as needed. Thank you for your patience and cooperation.

11. monitoring Feb 23, 2026, 08:50 AM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now available on the Google Play Store. We have been closely monitoring the behaviour and have received positive feedback from several clients following the update. We recommend that users update the app to the latest version and continue sharing any observations through their existing Support cases. We will continue to actively monitor to ensure stability and continuity of the app experience across impacted devices. Thank you for your patience and cooperation.

12. resolved Feb 25, 2026, 08:28 AM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now available on the Google Play Store. We are pleased to confirm that the issue has now been resolved. Validation from both internal teams and external users indicates that functionality is working as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. A detailed Root Cause Analysis will be published within the next 10 business days. Thank you for your continued trust and partnership.

13. postmortem Apr 07, 2026, 09:40 AM UTC

    We appreciate your continued support and patience while we investigated and resolved this incident. **Type of Event:** Severity 2 – Floorplans not loading on Android devices ‌ **Services/Modules Impacted:** Bookings creation and viewing spaces on floorplans within the mobile application ‌ **Issue Summary / Background:** Some customers reported that Android users were unable to view floorplans or complete desk bookings within the mobile application. While the application launched successfully and building lists were visible, the floorplans did not render, resulting in blank or grey screens. The issue was consistently observed across multiple Android devices and environments, while iOS users and browser access were not impacted. ‌ **Root Cause:** The issue was identified within the Android application’s rendering mechanism for floorplans. The application utilizes a native WebView component, which relied on WebGL for rendering floorplan images. On Android 16 devices, this rendering approach was not consistently functioning as expected, leading to failures where floorplans intermittently rendered or appeared as blank/grey screens. To address this, the rendering logic was updated to utilize a more stable rendering mode, ensuring proper encoding and decoding of floorplan tile data and consistent display across supported Android devices. ‌ **Remediation:** A fix was implemented and released through an updated version of the mobile application \(version 1.51.2 / build 1378\). Users were required to update their application to this latest version to restore normal functionality of floorplan loading and desk booking. ‌ **Timeline \(UTC\):** * **February 12, 2026** 16:47 – First customer case reported floorplans not loading on Android devices 19:57 – Issue acknowledged and initial investigation started * **February 13, 2026** 23:07 – Additional customer reports received, indicating broader impact * **February 16, 2026** 04:11 – Incident created for Engineering to investigate. 16:19 – Initial workaround shared \(force close and relaunch app\) 18:46 – Workaround confirmed ineffective for some users * **February 17, 2026** 01:40 – Incident escalated due to increasing impact * **February 18, 2026** 21:47 – Internally escalated and prioritised 23:02 – Status page updated for customer visibility * **February 19, 2026** 12:17 – Issue reproduced on Android 16 devices \(intermittent rendering observed\) 14:14 – Additional interim checks and validation performed * **February 20, 2026** 11:37 – Fix deployed via updated mobile app release \(v1.51.2 / build 1378\) 16:19 – Customers advised to update application 17:04 – First customer confirmation received indicating resolution post update ‌ **Total Duration of Event:** Approximately 8 days \(192 hours\) ‌ **Preventive Actions:** Enhanced validation and testing processes will be conducted across multiple Android devices, OS versions, and hardware configurations to ensure compatibility and stability. This includes testing across different device manufacturers, OS versions, and upcoming platform releases to proactively identify and address similar rendering or compatibility issues.

Read the full incident report →

Started Feb 12, 2026, 12:52 PM UTC· resolved Feb 13, 2026, 10:01 PM UTC

1. investigating Feb 12, 2026, 12:52 PM UTC

   We are currently experiencing an issue where the application is failing to load, resulting in a blank screen for users attempting to log in. Our Engineering team has been engaged and is actively investigating the root cause. They are reviewing system components and monitoring performance to identify and resolve the issue as quickly as possible. In the meantime, we will continue to closely track the situation and provide timely updates to keep you informed of progress.

2. investigating Feb 12, 2026, 01:42 PM UTC

   Our Engineering team is in the process of rolling back the most recent update to address the ongoing issue. This rollback is currently underway, and once it is complete, we will confirm whether the system has been restored and is available for use. The team is closely monitoring the rollback procedure to ensure stability and minimize disruption. We will provide our next update by 08:45AM CST. Thank you for your patience as we work to resolve this issue.

3. investigating Feb 12, 2026, 02:50 PM UTC

   Our Engineering team has applied initial fixes and is continuing to work on additional solutions to fully resolve the issue. While some servers are coming back online, not all systems are fully restored. At this time, BI components remain unavailable, and the team is actively working to bring them back online. We will share an update as soon as these components are usable again. In the meantime, we are closely monitoring progress and will provide our next update by 09:45 AM CST.

4. investigating Feb 12, 2026, 03:47 PM UTC

   Our Engineering team has reported that main servers are coming back online, however not all systems are fully restored. At this time, BI components remain unavailable for some instances, and the team is actively working to bring them back online. We will share an update as soon as these components are fully confirmed functional. In the meantime, we are closely monitoring progress and will provide our next update by 15:00 UTC

5. identified Feb 12, 2026, 04:38 PM UTC

   Our engineering team has identified the root cause of the issue and successfully deployed a hotfix to the production environment. If you are still experiencing problems accessing the application, you may need to perform a hard refresh in your browser. This will clear cached content that may still be attempting to connect to a small number of servers we have temporarily isolated. Hard Refresh Instructions: Windows / Linux: Ctrl + Shift + R or Ctrl + F5 Mac: Command (⌘) + Shift + R Thank you for your patience while we worked to resolve this issue.

6. monitoring Feb 12, 2026, 06:27 PM UTC

   We have implemented a fix for the issue and are now in the Monitoring Phase. Thank you for your patience as we work to confirm full resolution. Our next update will be at 19:00 UTC

7. monitoring Feb 12, 2026, 08:31 PM UTC

   We are continuing to actively monitor the system following today's issue. Earlier today, the scheduled deployment did not complete successfully, and we initiated a rollback to the previous stable version. At this time, the system is functioning normally and we are not seeing any further reports of problems. We will continue monitoring and provide additional updates if needed. Thank you for your patience as we worked to resolve this

8. monitoring Feb 13, 2026, 07:10 AM UTC

   System performance has stabilized following maintenance activities. As part of our mitigation steps, we reverted to a previously stable version to restore normal behavior. The platform is operating as expected, and we are not observing any further impact at this time. We will continue to monitor the system to ensure ongoing stability and will provide updates if necessary. Thank you for your patience.

9. resolved Feb 13, 2026, 10:01 PM UTC

   Our engineers have confirmed that the issue has been fully resolved. We performed a roll‑back to the previous version after the latest scheduled deployment failed. Planning is now underway to prepare a corrected version of the update, and our teams are validating the changes to ensure a smooth redeployment. We will share the new deployment timeline as soon as it is finalized. We appreciate your patience and understanding while we worked through this situation.

10. postmortem Feb 25, 2026, 06:56 PM UTC

    **Eptura Asset detailed Root Cause Analysis | Feb 12th 2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. ‌ **Description:** Asset Service Unavailable ‌ **Type of Event:** Outage ‌ **Services/Modules impacted:** Asset Service ‌ **Timeline:** Event Feb 12th 2026 Morning Scheduled Asset Heritage production release deployed 1110 UTC Exago \+ Email modules reported down; rest of site functional 1110 UTC Troubleshooting unable to resolve Email/Exago failures 1220 UTC Rollback initiated 1220 UTC Rollback encounters issues → full site-wide outage across all modules ~1530 UTC 3/6 servers recovered; 3 problematic nodes removed from pool **Total Duration of Event:** 5hrs **Root Cause:** Our regularly scheduled deploy of asset heritage included a major version upgrade of C#/.net from .net6 to .net10. The deployment failed and caused a Exago reporting and Email modules to go down \(6:10 AM EST to 7:20 AM EST\). The CLOPs team with support from engineering tried to rollback the deploy, the rollback was unsuccessful and caused a sitewide outage that lasted from 7:20 AM -10:30 AM EST **Remediation:** During the investigation, we identified that a session drop occurred during a routine NGINX reload. This behavior had not been observed in previous releases, and further analysis is underway to understand the exact trigger. We also noted that this release included a major platform upgrade, which introduced additional steps beyond the typical deployment process. Based on these findings, we are implementing several improvements to increase stability and reduce customer impact during future releases: #### **Immediate actions** · Engineering will apply the required platform adjustments during off‑hours on the weekend to ensure system consistency and reduce any potential impact. #### **Preventive measures** · **Separation of major changes from routine releases:** Significant platform upgrades \(such as framework or infrastructure changes\) will be scheduled independently from regular release cycles and may be shifted to weekend maintenance windows when appropriate. · **Enhanced release oversight:** CloudOps will participate in Go/No‑Go decisions for any deployment that includes steps beyond standard code updates, ensuring full alignment across all teams. These actions are designed to strengthen reliability, provide additional safeguards during complex upgrades, and help ensure a smoother experience going forward.

Read the full incident report →

Started Feb 10, 2026, 03:29 PM UTC· resolved Feb 18, 2026, 09:36 AM UTC

1. identified Feb 10, 2026, 03:29 PM UTC

   Some customers may receive multiple daily summary emails for the same location. The issue does not impact application functionality or data. Our engineering team has identified the cause, and a fix is in progress. As a temporary workaround, daily summary emails can be disabled from profile notification settings. Next Update: 9:00 AM UTC

2. identified Feb 11, 2026, 08:59 AM UTC

   Our engineering team has deployed a fix and is in the process of validating it. We are closely monitoring the system to confirm that the issue is fully addressed. We will continue to observe performance and share further updates as needed. Next scheduled update: 12 February 2025

3. identified Feb 11, 2026, 04:32 PM UTC

   We have been informed that some customers are not receiving daily summary emails. Our Engineering team has deployed another fix and is actively monitoring the current state. We will continue to observe performance and provide further updates as needed. Next scheduled update: 12 February 2025

4. monitoring Feb 12, 2026, 04:38 PM UTC

   The issue causing multiple daily summary emails has been identified, and a resolution has been applied. Duplicate scheduler entries created during a previous clustering change have been cleaned up, and new duplicates are no longer being generated. Email delivery is now functioning as expected. We will continue to monitor to ensure ongoing stability. Thank you for your patience.

5. monitoring Feb 16, 2026, 02:21 PM UTC

   Following the recent fix for duplicate emails, we are currently observing delays in email delivery for some customers. Emails remain accurate, but delivery may occur with a delay after the scheduled time. Our Engineering team is actively monitoring the system. We will continue to share updates as needed.

6. resolved Feb 18, 2026, 09:36 AM UTC

   The issue causing delays in email delivery has been resolved. Daily summary emails have been sent at their scheduled execution times. The earlier delay was caused by a temporary backlog of scheduled events, which has now been fully processed. No configuration changes were required, and no further customer impact is expected. We will continue to monitor internally for the next 24 hours. A Root Cause Analysis (RCA) will be published within 10 days. Your patience is appreciated.

7. postmortem Mar 13, 2026, 03:50 PM UTC

   We appreciate your continued support and patience while we investigated and resolved this incident. ### Type of Event S2 – Visitor email and notification delivery defect ### Services / Modules Impacted * Daily Summary Email Notifications \(Admin Digest\) * Background Task Scheduler / Notification Engine ### Issue Summary / Background Beginning in early February 2026, some Visitor administrators received multiple copies of the Daily Summary \(Admin Digest\) email within the same day, instead of the expected single daily notification. While the core Visitor application remained fully operational and accessible throughout the incident, the unexpected duplicate messages caused unnecessary inbox noise and created confusion for affected administrators. Additionally, some Daily Summary emails were delivered several hours later than their normal delivery time. Our investigation found that the system responsible for generating these emails had inadvertently created duplicate scheduled tasks for a subset of organizations. When these tasks ran, each one triggered its own email, resulting in repeated Daily Summary messages for the same day. The additional workload created by these duplicate tasks also slowed down the task processing queue, which led to delays in sending some emails. Our Engineering and Cloud Operations teams worked together to identify and remove the duplicate scheduler entries, adjust task server configurations, and closely monitor the system. Normal email delivery patterns were fully restored once these corrections were applied. ### Root Cause The incident was caused by duplicate background scheduler entries responsible for generating the Daily Summary \(Admin Digest\) emails. These duplicate entries resulted in both repeated email notifications and delays in their delivery. #### **Duplicate scheduler entries triggering multiple emails** For a subset of organizations, the task scheduler contained more than one entry for the same Daily Summary event. When the scheduler ran, each duplicate entry was processed independently, causing multiple Daily Summary emails to be generated and delivered to the same administrators on the same day. #### **Task processing backlog causing delivery delays** The extra workload created by these duplicate tasks significantly increased the number of background jobs waiting to be processed. Because the system processes scheduled events sequentially, this backlog slowed down the queue. As a result, some Daily Summary emails were delivered **7–9 hours later** than their usual time. #### **No impact to core application data or check‑in workflows** This issue was limited to email notifications only. No customer data was lost, and all core Visitor check-in and operational workflows continued to function normally throughout the incident. ### Remediation The following actions were taken to resolve the incident and restore normal system behavior. 1. **Incident validation and scope review** Support and engineering teams reviewed reports to confirm the issue was limited to Daily Summary emails and did not affect core Visitor functionality, such as check-in workflows. 2. **Scheduler data analysis** Engineering analyzed scheduler records to identify organizations with duplicate Daily Summary events and reviewed other scheduled event types to detect additional anomalies. 3. **Removal of duplicate scheduled tasks** Duplicate scheduler entries were removed for Daily Summary and other related scheduled events. This reduced the overall task queue and prevented further duplicate email generation. 4. **Task server configuration adjustments** The Visitor task server configuration was adjusted to stabilize task processing and prevent uncontrolled parallel execution. After the changes were validated and behavior was confirmed, the server was returned to a stable configuration. 5. **Monitoring and validation** Email delivery patterns and scheduler activity were monitored over multiple days to confirm that: * Only one Daily Summary email per organization per day was being generated * The scheduler backlog was cleared * Email delivery times returned to their normal schedule 6. **Incident closure** After confirming stable system behavior and the absence of new duplicate emails, the incident was formally resolved. ### **Timeline \(UTC\)** ‌ **February 6, 2026 – 03:50 PM** Initial customer reports received that some Visitor administrators were getting multiple Daily Summary \(Admin Digest\) emails on the same day. Core Visitor application functionality and data were not impacted. **February 10, 2026 – 03:29 PM** Public status page incident opened at S3 to communicate that some customers were receiving multiple Daily Summary \(Admin Digest\) emails. Engineering identified the cause and began work on a fix. Customers were advised they could temporarily disable Daily Summary emails in their profile notification settings if needed. **February 11, 2026 – 08:59 AM** A first fix was deployed to address the duplicate Daily Summary emails. Engineering monitored the system to validate that the change was effective. **February 11, 2026 – 04:32 PM** Status page update posted noting that, while duplicate emails were being addressed, some customers were not receiving Daily Summary emails as expected. An additional fix was deployed, and delivery behavior continued to be monitored. **February 12, 2026 – 04:38 PM** Status page update posted confirming that the issue causing multiple Daily Summary emails had been identified and resolved. Duplicate scheduler entries were cleaned up so new duplicates would no longer be generated. Daily Summary \(Admin Digest\) emails were delivered successfully, with some delays while the remaining backlog of previously scheduled tasks was processed. **February 13–15, 2026** Engineering and Operations teams closely monitored the delivery of the Daily Summary \(Admin Digest\) email. No new duplicate emails were observed. Some customers continued to see delays in email delivery as the system worked through the backlog of earlier scheduled events. **February 16, 2026 – 02:21 PM** Status page update posted noting that, following the fix for duplicate emails, some customers were seeing Daily Summary \(Admin Digest\) emails delivered later than scheduled. Emails themselves remained accurate, and teams continued actively monitoring and tuning processing to reduce delays. **February 17, 2026** Monitoring confirmed that the backlog was clearing, and Daily Summary \(Admin Digest\) emails were executing closer to their scheduled times. No new duplicate emails or new customer cases were observed. **February 18, 2026 – 09:36 AM** Status page update posted, marking the incident as resolved. The backlog of scheduled events had been fully processed, and Daily Summary \(Admin Digest\) emails were once again being sent at their scheduled times. No further configuration changes were required, and internal monitoring continued for an additional 24 hours to ensure stability. **February 19–27, 2026** Ongoing monitoring confirmed stable Daily Summary \(Admin Digest\) email delivery with no recurrence of duplicate emails or unusual delays. The incident was considered fully resolved. ### Total Duration of Event 504 hours \(22 days\) ### Preventive Actions To reduce the likelihood of similar issues in the future, the following improvements are being implemented. 1. **Duplicate scheduler safeguards** Additional safeguards will ensure that only one Daily Summary task can exist per organization for a given day. 2. **Improved monitoring and alerting** Monitoring will be enhanced to detect unusual increases in email volume, scheduler backlog size, or deviations between scheduled and actual execution times. 3. **Task server capacity and configuration review** Capacity planning and configuration management procedures for the Visitor task server will be refined to ensure stable processing during operational changes. 4. **Expanded testing for scheduled notifications** Testing coverage will be extended to simulate higher scheduling loads and verify that only a single Daily Summary email is generated per day. 5. **Updated operational runbooks** Internal documentation will be updated with clear procedures for identifying duplicate scheduler entries and safely performing cleanup operations. 6. **Ongoing monitoring** Engineering and operations teams will continue monitoring scheduler health and notification delivery patterns to detect anomalies early.

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Started Feb 06, 2026, 04:19 PM UTC· resolved Feb 12, 2026, 01:56 PM UTC

1. monitoring Feb 06, 2026, 04:19 PM UTC

   We are currently monitoring an issue where a small percentage of API calls may experience brief and inconsistent spikes in response time, which can result in temporary slowness. To mitigate this, we have scaled API capacity, deployed targeted fixes, and are continuing database query and index optimizations. Scheduled Maintenance: Database maintenance is planned for February 7, 2026, from 10:00 AM to 1:00 PM IST. During this window, users may experience slowness with check-in, check-out, and login on the kiosk and mobile app. We will continue to monitor closely and provide updates as needed.

2. monitoring Feb 10, 2026, 09:54 AM UTC

   The scheduled database maintenance has been completed successfully. Post-maintenance monitoring indicates that API performance is stable, with no widespread impact observed. We will continue to closely monitor API response times and system performance and will provide updates if any issues are detected. Thank you for your patience.

3. monitoring Feb 11, 2026, 08:40 AM UTC

   Monitoring indicates that services are performing normally following the maintenance activity. APIs remain stable with no broader impact detected. We will continue to monitor system performance and provide updates if required. Thank you for your patience.

4. resolved Feb 12, 2026, 01:56 PM UTC

   The issue has been fully resolved, and all Eptura Visitor services are now fully restored and operating normally. System performance has stabilized across all components, with no further impact observed. Our teams will continue standard monitoring to ensure ongoing stability. A Root Cause Analysis (RCA) will be published within 10 days. Thank you for your patience.

5. postmortem Feb 24, 2026, 10:55 AM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Type of Event** S2 – Visitor application performance degradation **Services/Modules Impacted** Eptura Visitor – Admin Dashboard Eptura Visitor – APIs / Webhook Eptura Visitor – Check-in / LogBook Eptura Visitor – Kiosk Eptura Visitor – Notifications ‌ **Issue Summary/Background** Between January 28 and February 10, 2026, some customers experienced intermittent performance degradation within the Eptura Visitor application. Affected users reported a range of symptoms, including slow login, delayed visitor check‑ins, sluggish dashboard loading, slower‑than‑normal API responses, and delays in receiving notifications. While not all customers were impacted, those who were experienced inconsistent performance, with periods of normal functionality followed by renewed slowdowns—most notably during peak business hours. Throughout the event, our engineering and infrastructure teams conducted multiple investigation cycles to identify the underlying drivers of the performance fluctuations. During this time, we deployed several hotfixes and performed targeted infrastructure and database tuning to stabilize the environment. One of these hotfix deployments resulted in a temporary login disruption for a subset of customers, which was identified and resolved shortly after it occurred. Following the final round of optimizations, including additional database adjustments and tuning, overall system performance returned to normal and has remained stable and within baseline expectations since February 10, 2026. **Root Cause** The performance issues in the Eptura Visitor application were caused by two related problems that created delays during periods of high activity. The first issue was a defect in the SCIM user‑lookup process. Under certain conditions, the system handled some lookup requests incorrectly, causing them to take significantly longer than expected—sometimes over 40 seconds. These slow requests consumed more system resources than normal and contributed to overall application slowness. At the same time, the investigation identified inefficiencies in how the application interacted with the database during common operations. Some features, such as retrieving kiosk information, made many small, individual database requests instead of using a more efficient, combined approach. Under increased traffic, these repeated calls added unnecessary load and slowed down responses. These slower operations placed additional pressure on the database, which was further limited by a configuration that allowed only a small number of active connections at a time. During busy hours, long‑running requests filled those connections, causing new requests to wait, queue, or time out. As requests retried, they added even more demand on the system. Together, the slow user‑lookup requests, inefficient database access, and limited connection capacity created a cycle where delays increased during peak usage and spread across multiple parts of the application. This is what caused the intermittent and sometimes significant performance degradation customers experienced during the incident window. **Remediation** To restore and stabilize performance for the Eptura Visitor application, we executed a series of corrective actions and hotfix deployments: * **Immediate triage and validation:** We initiated an urgent review of application and infrastructure health, evaluating API behavior, server performance, and database utilization to confirm where delays were originating. * **Targeted hotfix for SCIM performance and errors:** We deployed a fix to correct the SCIM v1 user‑lookup issue that was causing long‑running requests. The update ensured values were processed correctly, eliminated repeated failures, and reduced unnecessary load on affected services. * **API and infrastructure scaling:** We increased API server capacity and adjusted backend resource allocation to better distribute traffic and lower the risk of delays during peak usage. * **First performance hotfix deployment \(February 4, 2026\):** A performance-focused hotfix was released to address the most impactful API bottlenecks, improving response times across several high‑traffic endpoints. During this deployment, some customers experienced a brief login disruption, which was resolved shortly afterward. * **Follow‑up hotfixes and database optimizations \(February 8–9, 2026\):** Additional updates refined database connection handling and improved query efficiency. These changes reduced the number of sequential calls, shortened query duration, and helped prevent long‑held connections that could lead to slowdowns under peak load. * **Security configuration adjustments:** We adjusted specific security cipher configurations to reduce system overhead while ensuring that required security standards remained fully in place. * **Continuous monitoring and verification:** Throughout and after these updates, we closely monitored system metrics to verify that performance remained stable. Following these combined remediation steps, response times returned to normal baseline levels with no further widespread performance issues detected. **Timeline \(UTC\)** **January 28, 2026** * **12:32 PM** – We received the first customer report of login and application slowness in Eptura Visitor. * **01:00 PM** – Additional customer reports confirmed a broader performance issue. * **01:39 PM** – A critical incident was opened, and an investigation began with our engineering and infrastructure teams. * **01:48 PM** – Active triage and performance analysis was initiated. * **03:14 PM** – We confirmed a performance degradation affecting parts of the Visitor application. * **03:29 PM** – A public status page incident was opened to inform customers and provide updates. * **04:02 PM** – Recent changes were identified, and deeper analysis began across the application and infrastructure. * **04:46 PM** – Customers began confirming improved performance, and we continued close monitoring. **January 29, 2026** * **Ongoing** – The platform remained under heightened monitoring. Additional reports were reviewed, and customers whose issues had improved continued to confirm resolution. **January 30, 2026** * **01:57 PM** – Some customers reported continued slowness, although overall performance appeared to be improving. * **04:04 PM** – We increased API server capacity to improve responsiveness and identified specific authentication‑related endpoints as a contributing factor. * **04:06 PM** – The identified performance issue was escalated to Engineering for focused remediation. * **04:52 PM** – The first status page incident was marked **resolved** based on observed stability and confirmation from impacted customers. **February 2, 2026** * A customer reported intermittent slowness at a specific location. System monitoring did not indicate a widespread issue, but we kept the service under heightened observation. **February 3, 2026** * **08:40 AM** – New customer reports of application slowness and login delays indicated a recurrence of the issue. * **09:15 AM** – The incident was re‑escalated, and Product and Engineering teams were re‑engaged to support remediation. * **01:03 PM** – Engineering confirmed defects in user synchronization and authentication flows and prepared two hotfixes to address them. * **01:18 PM** – A second public status page incident was opened to communicate ongoing Visitor performance issues and our remediation efforts. **February 4, 2026** * **12:10 AM** – The first hotfix was found to have issues during review, so deployment was deferred to avoid additional disruption while corrections were made. * **05:10 AM** – Deployment of corrected hotfixes began. Customers were advised that temporary slowness could occur during the release window. * **06:08 AM** – Some customers experienced login failures and temporary application unavailability during deployment. * **06:43 AM** – Login functionality was restored following completion of the core hotfix steps. * **07:18 AM** – Customers confirmed that login issues were resolved; minor slowness remained under observation. * **07:22 AM** – Both hotfixes were confirmed as successfully applied, with initial testing showing improved performance, though intermittent latency was still being monitored. **February 5, 2026** * **09:14 AM** – After continued monitoring and positive customer feedback, the second status page incident was marked **resolved**, while we continued to track minor intermittent slowness. * **03:11 PM** – We continued to receive occasional reports of slowness, and metrics confirmed that further optimization work was required. **February 6, 2026** * **09:44 AM** – Our teams identified additional contributors to the performance issues and planned further optimizations for the upcoming weekend maintenance window. * **04:19 PM** – A third public status page incident was opened to inform customers of ongoing intermittent performance impact and scheduled optimization work. **February 8–9, 2026** * **February 8–9 \(weekend window\)** – A second round of hotfixes and database optimizations was deployed to improve how the application uses the database and handles higher traffic levels. * **February 9, 06:12 AM** – Deployment of these changes was completed, and we continued active monitoring. * **February 9, 12:19 PM** – We observed significant and sustained performance improvements, and no new widespread customer reports were received. **February 10, 2026** * **11:45 AM** – Post‑maintenance monitoring confirmed stable performance across all locations. The incident remained in a monitoring state to ensure continued stability. **February 12, 2026** * **04:32 PM** – After extended stability and no new widespread reports, the third status page incident was marked **resolved**, and the overall event was closed. **Total Duration of Event** 308 hours \(January 28, 2026 – February 10, 2026\) **Preventive Actions** To prevent similar performance issues and directly address the identified root causes, we are implementing the following improvements: * **Stronger validation of SCIM and authentication changes** We are enhancing pre‑production testing for SCIM and authentication flows, including parameter handling \(e.g., dates and UUIDs\) and end‑to‑end performance testing during simulated peak hours. * **Expanded performance testing for high‑traffic APIs and database usage** We are broadening load and stress testing for kiosk, check‑in, and dashboard APIs with a focus on query efficiency, batching, and connection utilization to eliminate long‑running operations. * **Refined database connection and capacity planning** We are formalizing capacity planning with scheduled reviews of database connection thresholds and server scaling to ensure headroom ahead of projected growth and seasonal peaks. * **Stricter review for security and infrastructure configuration changes** We are establishing a mandatory cross‑functional review \(Product, Engineering, SRE, Security\) for encryption, cipher, and infrastructure updates, including explicit performance‑impact assessments prior to rollout. * **Improved monitoring and alerting for latency and error patterns** We are strengthening real‑time monitoring to detect rising response times, connection saturation, and SCIM‑related errors earlier, with clearer automated alerts and runbooks for faster mitigation. * **Safer deployment strategy for hotfixes** We are adopting phased rollouts, enhanced rollback procedures, and proactive customer communications to minimize risk and customer impact during remediation releases. * **Ongoing database health and index management** We are instituting regular maintenance and index reviews to reduce fragmentation, retire unused indexes, and maintain query performance within baseline targets. * **Sustained verification** We will continue close monitoring to confirm stability and ensure that performance remains within defined baselines. All services are operating normally, and we will continue to monitor the platform closely to ensure consistent performance. We appreciate your partnership and the patience you demonstrated while we worked through this issue. Your feedback and collaboration play an important role in helping us strengthen the Eptura Visitor experience, and we remain committed to delivering the reliability and performance your organization expects.

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Started Jan 28, 2026, 03:29 PM UTC· resolved Jan 30, 2026, 04:52 PM UTC

1. investigating Jan 28, 2026, 03:29 PM UTC

   We have received reports with issues to Visitor system and this is under investigation.

2. investigating Jan 28, 2026, 03:31 PM UTC

   We are continuing to investigate this issue.

3. investigating Jan 28, 2026, 03:37 PM UTC

   We are currently aware of slowness across the application, impacting page load times and certain workflows. Our teams are actively investigating the root cause and have started observing improved response times. Users may continue to experience intermittent slowness. We continue to investigate and monitor system behavior to ensure sustained recovery. We will provide another update if there are any changes or once the issue is fully resolved. Thank you for your patience.

4. monitoring Jan 28, 2026, 04:47 PM UTC

   System performance has improved, and the response times remain stable. We are monitoring the system closely and will share further updates as needed. Thank you for your continued patience.

5. monitoring Jan 29, 2026, 12:00 AM UTC

   We are continuing to monitor the system closely and will provide additional updates as they become available. Thank you for your continued patience.

6. monitoring Jan 29, 2026, 06:37 PM UTC

   We’re actively monitoring the system and will keep you updated as soon as new information becomes available. Thank you for your patience and understanding.

7. resolved Jan 30, 2026, 04:52 PM UTC

   We are pleased to inform you that the issue with the 'slowness' has been resolved. Our team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.

8. postmortem Feb 24, 2026, 11:00 AM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Type of Event** S2 – Visitor application performance degradation **Services/Modules Impacted** Eptura Visitor – Admin Dashboard Eptura Visitor – APIs / Webhook Eptura Visitor – Check-in / LogBook Eptura Visitor – Kiosk Eptura Visitor – Notifications **Issue Summary/Background** Between January 28 and February 10, 2026, some customers experienced intermittent performance degradation within the Eptura Visitor application. Affected users reported a range of symptoms, including slow login, delayed visitor check‑ins, sluggish dashboard loading, slower‑than‑normal API responses, and delays in receiving notifications. While not all customers were impacted, those who were experienced inconsistent performance, with periods of normal functionality followed by renewed slowdowns—most notably during peak business hours. Throughout the event, our engineering and infrastructure teams conducted multiple investigation cycles to identify the underlying drivers of the performance fluctuations. During this time, we deployed several hotfixes and performed targeted infrastructure and database tuning to stabilize the environment. One of these hotfix deployments resulted in a temporary login disruption for a subset of customers, which was identified and resolved shortly after it occurred. Following the final round of optimizations, including additional database adjustments and tuning, overall system performance returned to normal and has remained stable and within baseline expectations since February 10, 2026. **Root Cause** The performance issues in the Eptura Visitor application were caused by two related problems that created delays during periods of high activity. The first issue was a defect in the SCIM user‑lookup process. Under certain conditions, the system handled some lookup requests incorrectly, causing them to take significantly longer than expected—sometimes over 40 seconds. These slow requests consumed more system resources than normal and contributed to overall application slowness. At the same time, the investigation identified inefficiencies in how the application interacted with the database during common operations. Some features, such as retrieving kiosk information, made many small, individual database requests instead of using a more efficient, combined approach. Under increased traffic, these repeated calls added unnecessary load and slowed down responses. These slower operations placed additional pressure on the database, which was further limited by a configuration that allowed only a small number of active connections at a time. During busy hours, long‑running requests filled those connections, causing new requests to wait, queue, or time out. As requests retried, they added even more demand on the system. Together, the slow user‑lookup requests, inefficient database access, and limited connection capacity created a cycle where delays increased during peak usage and spread across multiple parts of the application. This is what caused the intermittent and sometimes significant performance degradation customers experienced during the incident window. **Remediation** To restore and stabilize performance for the Eptura Visitor application, we executed a series of corrective actions and hotfix deployments: * **Immediate triage and validation:** We initiated an urgent review of application and infrastructure health, evaluating API behavior, server performance, and database utilization to confirm where delays were originating. * **Targeted hotfix for SCIM performance and errors:** We deployed a fix to correct the SCIM v1 user‑lookup issue that was causing long‑running requests. The update ensured values were processed correctly, eliminated repeated failures, and reduced unnecessary load on affected services. * **API and infrastructure scaling:** We increased API server capacity and adjusted backend resource allocation to better distribute traffic and lower the risk of delays during peak usage. * **First performance hotfix deployment \(February 4, 2026\):** A performance-focused hotfix was released to address the most impactful API bottlenecks, improving response times across several high‑traffic endpoints. During this deployment, some customers experienced a brief login disruption, which was resolved shortly afterward. * **Follow‑up hotfixes and database optimizations \(February 8–9, 2026\):** Additional updates refined database connection handling and improved query efficiency. These changes reduced the number of sequential calls, shortened query duration, and helped prevent long‑held connections that could lead to slowdowns under peak load. * **Security configuration adjustments:** We adjusted specific security cipher configurations to reduce system overhead while ensuring that required security standards remained fully in place. * **Continuous monitoring and verification:** Throughout and after these updates, we closely monitored system metrics to verify that performance remained stable. Following these combined remediation steps, response times returned to normal baseline levels with no further widespread performance issues detected. **Timeline \(UTC\)** **January 28, 2026** * **12:32 PM** – We received the first customer report of login and application slowness in Eptura Visitor. * **01:00 PM** – Additional customer reports confirmed a broader performance issue. * **01:39 PM** – A critical incident was opened, and an investigation began with our engineering and infrastructure teams. * **01:48 PM** – Active triage and performance analysis was initiated. * **03:14 PM** – We confirmed a performance degradation affecting parts of the Visitor application. * **03:29 PM** – A public status page incident was opened to inform customers and provide updates. * **04:02 PM** – Recent changes were identified, and deeper analysis began across the application and infrastructure. * **04:46 PM** – Customers began confirming improved performance, and we continued close monitoring. **January 29, 2026** * **Ongoing** – The platform remained under heightened monitoring. Additional reports were reviewed, and customers whose issues had improved continued to confirm resolution. **January 30, 2026** * **01:57 PM** – Some customers reported continued slowness, although overall performance appeared to be improving. * **04:04 PM** – We increased API server capacity to improve responsiveness and identified specific authentication‑related endpoints as a contributing factor. * **04:06 PM** – The identified performance issue was escalated to Engineering for focused remediation. * **04:52 PM** – The first status page incident was marked **resolved** based on observed stability and confirmation from impacted customers. **February 2, 2026** * A customer reported intermittent slowness at a specific location. System monitoring did not indicate a widespread issue, but we kept the service under heightened observation. **February 3, 2026** * **08:40 AM** – New customer reports of application slowness and login delays indicated a recurrence of the issue. * **09:15 AM** – The incident was re‑escalated, and Product and Engineering teams were re‑engaged to support remediation. * **01:03 PM** – Engineering confirmed defects in user synchronization and authentication flows and prepared two hotfixes to address them. * **01:18 PM** – A second public status page incident was opened to communicate ongoing Visitor performance issues and our remediation efforts. **February 4, 2026** * **12:10 AM** – The first hotfix was found to have issues during review, so deployment was deferred to avoid additional disruption while corrections were made. * **05:10 AM** – Deployment of corrected hotfixes began. Customers were advised that temporary slowness could occur during the release window. * **06:08 AM** – Some customers experienced login failures and temporary application unavailability during deployment. * **06:43 AM** – Login functionality was restored following completion of the core hotfix steps. * **07:18 AM** – Customers confirmed that login issues were resolved; minor slowness remained under observation. * **07:22 AM** – Both hotfixes were confirmed as successfully applied, with initial testing showing improved performance, though intermittent latency was still being monitored. **February 5, 2026** * **09:14 AM** – After continued monitoring and positive customer feedback, the second status page incident was marked **resolved**, while we continued to track minor intermittent slowness. * **03:11 PM** – We continued to receive occasional reports of slowness, and metrics confirmed that further optimization work was required. **February 6, 2026** * **09:44 AM** – Our teams identified additional contributors to the performance issues and planned further optimizations for the upcoming weekend maintenance window. * **04:19 PM** – A third public status page incident was opened to inform customers of ongoing intermittent performance impact and scheduled optimization work. **February 8–9, 2026** * **February 8–9 \(weekend window\)** – A second round of hotfixes and database optimizations was deployed to improve how the application uses the database and handles higher traffic levels. * **February 9, 06:12 AM** – Deployment of these changes was completed, and we continued active monitoring. * **February 9, 12:19 PM** – We observed significant and sustained performance improvements, and no new widespread customer reports were received. **February 10, 2026** * **11:45 AM** – Post‑maintenance monitoring confirmed stable performance across all locations. The incident remained in a monitoring state to ensure continued stability. **February 12, 2026** * **04:32 PM** – After extended stability and no new widespread reports, the third status page incident was marked **resolved**, and the overall event was closed. **Total Duration of Event** 308 hours \(January 28, 2026 – February 10, 2026\) **Preventive Actions** To prevent similar performance issues and directly address the identified root causes, we are implementing the following improvements: * **Stronger validation of SCIM and authentication changes** We are enhancing pre‑production testing for SCIM and authentication flows, including parameter handling \(e.g., dates and UUIDs\) and end‑to‑end performance testing during simulated peak hours. * **Expanded performance testing for high‑traffic APIs and database usage** We are broadening load and stress testing for kiosk, check‑in, and dashboard APIs with a focus on query efficiency, batching, and connection utilization to eliminate long‑running operations. * **Refined database connection and capacity planning** We are formalizing capacity planning with scheduled reviews of database connection thresholds and server scaling to ensure headroom ahead of projected growth and seasonal peaks. * **Stricter review for security and infrastructure configuration changes** We are establishing a mandatory cross‑functional review \(Product, Engineering, SRE, Security\) for encryption, cipher, and infrastructure updates, including explicit performance‑impact assessments prior to rollout. * **Improved monitoring and alerting for latency and error patterns** We are strengthening real‑time monitoring to detect rising response times, connection saturation, and SCIM‑related errors earlier, with clearer automated alerts and runbooks for faster mitigation. * **Safer deployment strategy for hotfixes** We are adopting phased rollouts, enhanced rollback procedures, and proactive customer communications to minimize risk and customer impact during remediation releases. * **Ongoing database health and index management** We are instituting regular maintenance and index reviews to reduce fragmentation, retire unused indexes, and maintain query performance within baseline targets. * **Sustained verification** We will continue close monitoring to confirm stability and ensure that performance remains within defined baselines. All services are operating normally, and we will continue to monitor the platform closely to ensure consistent performance. We appreciate your partnership and the patience you demonstrated while we worked through this issue. Your feedback and collaboration play an important role in helping us strengthen the Eptura Visitor experience, and we remain committed to delivering the reliability and performance your organization expects.

Read the full incident report →