ABBYY experienced a critical incident on September 17, 2025 affecting Online Licensing Service, lasting 10h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 17, 2025, 10:00 AM UTC
We are currently investigating reports from customers across multiple products experiencing issues with applications that use our online licensing service. Affected applications may display a “Failed to communicate with the online licensing service” error. Our team is working to identify the root cause and restore normal service as quickly as possible.
- investigating Sep 17, 2025, 10:03 AM UTC
We are continuing to investigate this issue.
- investigating Sep 17, 2025, 10:51 AM UTC
We have restarted the related services. However, it is not solving the issue and deeper investigation is in progress.
- investigating Sep 17, 2025, 11:43 AM UTC
The investigation for the fix is still in progress.
- identified Sep 17, 2025, 05:03 PM UTC
The issue has been identified and we are actively working on fix implementation.
- identified Sep 17, 2025, 07:22 PM UTC
We are still actively working on the issue. We appreciate your patience.
- resolved Sep 17, 2025, 08:22 PM UTC
We have implemented a fix, and the system should now be fully operational.