Resolved after 2 days 9 hours, affecting EU: Data: User Synchronization and EU: UI: New Customer Onboarding, on October 26, 2026.
Engineers have confirmed that the previous service alert has been resolved. The service is now back to full health and is working as normal. Thank you for your patience.
Affected components
Update timeline
- investigating Oct 26, 2026, 03:37 PM UTC
We’ve identified an issue affecting directory synchronisation for customers in the EU region. Synchronisation is temporarily paused while our engineers resolve it. User data that was already synced shouldn’t be affected, but changes to user data and newly added users won’t sync until it resumes, and the Synchronise button in the portal may stay on “In progress”. Customers setting up Exclaimer for the first time will also be affected, because their initial user sync won’t complete until then. We’re aiming to restart synchronisation tonight, and we expect data to be up to date by the morning of 27 October. This is our current estimate, and we’ll post an update as soon as syncing has resumed.
- investigating Oct 26, 2026, 04:37 PM UTC
Exclaimer Engineers are continuing work to address the impacted service. Please note that any user data previously synchronized with Exclaimer will remain unaffected. However, any updates to user information or the addition of new users will not be reflected in signatures until the issue is resolved.
- monitoring Oct 27, 2026, 12:09 PM UTC
Exclaimer Engineers have been able to address the issue preventing Data synchronisations from running, and we have now enabled manual synchronisation again. Users who see an 'In Progress' status on the Sender Management page within the portal will be able to start a new Sync using the 'Start Sync' option to allow Exclaimer to obtain the latest user data. If you are continuing to experience issues, or see an error message appear, please contact our support team who will be happy to help.
- monitoring Oct 27, 2026, 08:33 PM UTC
Auto synchronisation has been restored and is expected to run according to its configured schedule. We are continuing to monitor subsequent synchronisation runs to ensure its functioning as expected
- resolved Oct 29, 2026, 01:21 AM UTC
Engineers have confirmed that the previous service alert has been resolved. The service is now back to full health and is working as normal. Thank you for your patience.
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