Problem accessing Factorial services from Windows devices

Update timeline

1. investigating Oct 27, 2026, 09:55 AM UTC

   Some customers are experiencing issues loading our application from Windows desktop computers on office networks. The issue is not affecting other operating systems like Apple OSX, or the Factorial mobile application. A workaround seems to be connecting the desktop device to a mobile hotspot. We are investigating to understand the origin of the problem and provide a resolution.

2. investigating Oct 27, 2026, 10:18 AM UTC

   We are continuing to investigate this issue.

3. identified Oct 27, 2026, 12:55 PM UTC

   We have been able to narrow down the scope of this problem to a very specific combination of network providers, corporate security measures, and Windows desktop systems. We have opened an urgent support case with the Edge Network Provider to see if there is anything they can do from their side to mitigate this issue, even if it does not originate there. We are also reaching out to FortiGate. Meanwhile, there are different workarounds that our customers can use to access the application: - use the Factorial mobile app. - use a different network connection, including a VPN or secondary fiber provider. - disable temporarily office security systems, FortiGate seems particularly affected.

4. monitoring Oct 27, 2026, 03:22 PM UTC

   Cloudflare has implemented a fix and the error should be solved without any action from our customers. We will be confirming in the next hour before marking the incident as resolved.

5. resolved Oct 27, 2026, 03:39 PM UTC

   We can confirm the incident has been resolved, thanks to the vendor fix.