Resolved after 8 days 5 hours, affecting Parchment Award - Transcript Services and Parchment Award - Diploma, Certificate, Badge, CLR and 1 more, on May 19, 2026.
After scaling infrastructure in our registration suite, and applying fixes in our user directory & our registration suite, we have mitigated the issue. The core issue appears to have been a bug in our user sync that was attempting to sync many times for a single user, which was effectively hammering our login infrastructure and causing the degraded service. We fixed the bug and now only sync once per user.
Affected components
Update timeline
- investigating May 19, 2026, 04:36 PM UTC
We're investigating timeout issues affecting Parchment and Quottly Administrator accounts. We'll share an update as soon as we have more information.
- investigating May 26, 2026, 05:40 PM UTC
We are continuing to investigate this issue.
- investigating May 26, 2026, 05:42 PM UTC
We are continuing to investigate this issue.
- investigating May 26, 2026, 08:08 PM UTC
Our investigation is ongoing. We'll share further updates as more information becomes available.
- investigating May 26, 2026, 09:21 PM UTC
We are continuing to investigate this issue.
- identified May 26, 2026, 09:32 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring May 26, 2026, 09:58 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring May 27, 2026, 02:00 PM UTC
Our team is closely monitoring our system for any further issues.
- investigating May 27, 2026, 03:58 PM UTC
We're investigating new reports of users having trouble accessing their Parchment Administrator accounts. We'll share an update as soon as we have more information.
- investigating May 27, 2026, 05:18 PM UTC
We are continuing to investigate this issue.
- investigating May 27, 2026, 06:24 PM UTC
We are continuing to investigate this issue.
- investigating May 27, 2026, 07:42 PM UTC
We are continuing to investigate this issue.
- monitoring May 27, 2026, 08:20 PM UTC
After scaling infrastructure in our registration suite, and applying fixes in our user directory & our registration suite, we have mitigated the issue. The core issue appears to have been a bug in our user sync that was attempting to sync many times for a single user, which was effectively hammering our login infrastructure and causing the degraded service. We fixed the bug and now only sync once per user.
- resolved May 27, 2026, 09:43 PM UTC
This incident has been resolved.
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