Elements Security Center doesn't respond properly when adding/deleting/managing devices, creating admin, showing devices, etc

Update timeline

1. investigating Sep 12, 2025, 12:44 AM UTC

   Currently Elements Security Center doesn't respond properly when adding/deleting/managing devices, creating admin, showing devices, etc. A temporary fix was applied, however root cause is still under investigation. --Symptom 1 Installing EPP to new device, then the device won’t show up in Elements Security Center. --symptom 2 Existing devices are shown multiple n Elements Security Center. --Symptom 3 Register new license with admin user from Self-registration site(Or adding new admin user from existing company account in Elements Security Center), then the error is shown. Next Steps are to finding out the root cause for this issue. Products/Customers affected by this incident are Elements Security Center Admin/Users. Visible effects of this are instability device management in Elements Security Center

2. investigating Sep 12, 2025, 03:20 AM UTC

   Updated configurations in backend as mitigation. The performance degradation is slowly improving after that. The investigation for root cause is still ongoing.

3. investigating Sep 12, 2025, 03:49 AM UTC

   Mitigation action seems to be successful. Next step is investigating root cause in standard business hours and monitoring the situation 24/7.

4. resolved Sep 12, 2025, 11:16 AM UTC

   This incident has been resolved.