Eptura Visitor Status Page

Jul 18, 2025 · resolved Jul 25

We are now marking this as resolved, and an RCA will be shared within the next 10 business days. Thank you for your patience.

Jun 23, 2025 · resolved Jun 26

We are pleased to inform you that the issue affecting SMS delivery to phone numbers beginning with +32 (Belgium) has been resolved. A fix was applied on our end and following a brief monitoring period, the service is now functioning as expected. A Root Cause Analysis (RCA) will be conducted and published on our Status Page within 10 business days. Thank you for your patience and cooperation. If you have any further questions or concerns, please follow up via your existing case or submit a new support ticket.

May 14, 2025 · resolved May 16

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 - All Access Control Systems are down, ACS Extender showing as offline.   **Services/Modules Impacted:** Access Control System   **Issue Summary/Background:** All the clients using ACS reported that they are unable to scan the QR codes.   **Root Cause:** Eptura CloudOps investigated the message processing mechanisms, ensuring all pending tasks were addressed. Our team discovered that incorrect timing parameters were causing the ACS service to stop unexpectedly. We took immediate action by updating the Last Fire and Next Fire event date parameters in the database, effectively restoring the ACS services. **Remediation:** These entries for the L_ast Fire_ and _Next Fire_ event dates were updated with accurate values in the database for the scheduling system, which restored normal ACS service functionality. **Timeline \(UTC\):** **03 May 2025** 20:00 UTC - Customers first reported the issue with the QR codes. **05 May 2025** 14:04 UTC - Issue was identified and reported to Eptura CloudOps/Infra team. 15:35 UTC - Eptura CloudOps team fixed the issue in the database and requested to check with the customers. 17:15 UTC - Customers confirmed the resolution to the issue. **Total Duration of Event:** 1 day and 21 hours **Preventive Actions:** Initially, our monitoring strategy relied on examining logs and the user interface \(UI\). However, during this incident, the UI incorrectly showed that the ACS service was online, which delayed our response. To prevent similar issues in the future, we are enhancing our monitoring approach. We will now focus on the table that manages scheduler operations, ensuring that all changes to relevant fields are logged. Using this data, we will set up alerts to notify our team when the Next Fire time exceeds a predetermined threshold. This proactive monitoring will enable us to respond more quickly to incidents and improve our overall operational efficiency. Thank you for your patience and support as we continue to enhance our services.

May 5, 2025 · resolved May 6

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 - All Access Control Systems are down, ACS Extender showing as offline   **Services/Modules Impacted:** Access Control System   **Issue Summary/Background:** All the clients using ACS reported that they are unable to scan the QR codes.   **Root Cause:** Eptura CloudOps investigated the message processing mechanisms, ensuring all pending tasks were addressed. Our team discovered that incorrect timing parameters were causing the ACS service to stop unexpectedly. We took immediate action by updating the Last Fire and Next Fire event date parameters in the database, effectively restoring the ACS services.   **Remediation:** These entries for the L_ast Fire_ and _Next Fire_ event dates were updated with accurate values in the database for the scheduling system, which restored normal ACS service functionality. **Timeline \(UTC\):** **03 May 2025** 20:00:00 UTC - Customers first reported the issue with the QR codes.   **05 May 2025** 14:04:00 UTC - Issue was identified and reported to Eptura CloudOps/Infra team. 15:35:00 UTC - Eptura CloudOps team fixed the issue in the database and requested to check with the customers. 17:15:00 UTC - Customers confirmed the resolution to the issue. **Total Duration of Event:** 1 day and 21 hours **Preventive Actions:** Initially, our monitoring strategy relied on examining logs and the user interface \(UI\). However, during this incident, the UI incorrectly showed that the ACS service was online, which delayed our response. We are enhancing our monitoring approach to prevent similar issues in the future. We will now focus on the table that manages scheduler operations, ensuring that all changes to relevant fields are logged. Using this data, we will set up alerts to notify our team when the Next Fire time exceeds a predetermined threshold. This proactive monitoring will enable us to respond more quickly to incidents and improve our overall operational efficiency. Thank you for your patience and support as we continue to enhance our services.

Feb 11, 2025 · resolved Feb 11

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 - Intermittent SSO Service Error   **Services/Modules Impacted:** Visitor application login \(intermittent issue\)   **Root Cause:** One node of SAML connection was not responding and this caused intermittent issue for SSO authentication.   **Remediation:** The team investigated the issue and identified that there were errors observed in the logs. To resolve the issue, both the notes were restarted. The team monitored application after the restart to ensure that no further errors were logged. ‌ **Timeline:** _All times listed in UTC_ **11 Feb 17:32** - Issue Reported to Eptura Support. **12 Feb 02:41** - The support team identified that the issue was intermittent and was caused by Infra related item. **12 Feb 04:41** - Both the nodes were restarted by Eptura CloudOps team which resolved the issue.   **Total Duration of Event:** 11 hours 8 minutes   **Preventive Action:** Our focus is on enhancing monitoring, refining management processes, and elevating team training. To mitigate future occurrences, the following measures have been implemented by our CloudOps team: * Monitoring of [saml.proxyclick.com](http://saml.proxyclick.com/). * Regularly monitoring the page internally that reports errors to the server.