Is Axinom down?

Status: Investigating We’re currently experiencing a service disruption affecting several Mosaic services. RMQ, DRM, and Encoding remain operational. Our team is investigating the issue and working to restore the affected services. We’ll share updates as more information becomes available. Affected components Localization Service (Full outage) AxAuth Service (Full outage) Personalization Service (Full outage) Mosaic Management System Service (Full outage) Mosaic Hosting Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Image Service (Full outage) Axinom Portal (Full outage) Mosaic Microfrontend Service (Full outage)

Status: Identified The issue affecting multiple Mosaic services has been identified, and our team is working to restore normal operations. We’ll continue to monitor the situation and share further updates as they become available. Affected components Mosaic Management System Service (Full outage) Video Service (Full outage) Image Service (Full outage) Axinom Portal (Full outage) Mosaic Microfrontend Service (Full outage) Localization Service (Full outage) AxAuth Service (Full outage) Mosaic Hosting Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Personalization Service (Full outage)

Status: Monitoring Most Mosaic services have been restored and are operating normally. The Portal Service is still experiencing a partial disruption, and our team is working to fully restore it. We’ll share further updates as they become available. Affected components AxAuth Service (Operational) Axinom Portal (Partial outage) Mosaic Management System Service (Operational) Mosaic Microfrontend Service (Operational) Localization Service (Operational) Mosaic Hosting Service (Operational) User Service (Operational) Mosaic Identity Service (Operational) Video Service (Operational) Personalization Service (Operational) Image Service (Operational)

Status: Resolved The issue affecting Mosaic services has been resolved, and all affected services are now operational. We’ll continue to monitor the services to ensure stability. Affected components User Service (Operational) Video Service (Operational) Image Service (Operational) Axinom Portal (Operational) Mosaic Microfrontend Service (Operational) Localization Service (Operational) AxAuth Service (Operational) Mosaic Hosting Service (Operational) Mosaic Identity Service (Operational) Personalization Service (Operational) Mosaic Management System Service (Operational)

Status: Resolved On 20 October 2026, DRM Licensing services (PlayReady, FairPlay, and Widevine) experienced intermittent service degradation during two periods: 06:27–06:31 UTC and 07:13–07:17 UTC, resulting in some license requests failing. The issue has been resolved, and all affected services are now operating normally. We apologize for any inconvenience caused.

Status: Resolved On October 19, 2026, between 12:33 and 13:32 UTC (08:33-09:32 EDT; 59 minutes), the Encoding Service in the US region did not accept new encoding job requests because of a configuration issue. Jobs already in progress were not affected. The issue has been resolved and the service is operating normally; any  job requests rejected during this window can be resubmitted.

Status: Resolved A network-level issue affecting the User and Personalization services has been resolved. The incident occurred between 21:11 UTC and 21:16 UTC. All affected services are now operational. Affected components Mosaic Identity Service (Operational) Personalization Service (Operational) Mosaic RabbitMQ Cluster (Operational) User Service (Operational)

Status: Investigating We are currently investigating an issue affecting Mosaic Production services. Our team is actively working to identify the cause and restore normal service. Further updates will be provided as more information becomes available. Affected components Image Service (Full outage) Mosaic Management System Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage)

Status: Investigating The Axinom Mosaic outage is ongoing. Our team is actively working on restoring the service and we will share updates as soon as possible. Separately, Axinom DRM was only partially affected earlier today, and this has been fully resolved. Details: https://status.axinom.com/incidents/40906s5g Affected components User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage) Image Service (Full outage) Mosaic Management System Service (Full outage)

Status: Identified We have identified an issue with a load balancer at our cloud provider, which is affecting the availability of Mosaic services. The provider is working on a fix. In the meantime, we are pursuing two workarounds to restore service: • Temporarily bypassing the affected load balancer • Rerouting traffic to a secondary cloud provider We will post the next update by 11:00 UTC. Please note that Axinom DRM is not affected by this incident. Affected components Image Service (Full outage) Mosaic Management System Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage)

Status: Monitoring All services are back online. However, the network is not stable yet. We continue working on getting things stable Affected components Image Service (Full outage) Mosaic Management System Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage)

Status: Monitoring Mosaic services are unavailable again due to continued network instability at our cloud provider. Users may experience login failures and intermittent service issues. We are working on moving traffic to a secondary cloud provider to restore stable service. Note: Axinom DRM is not affected. Affected components Personalization Service (Full outage) Image Service (Full outage) Mosaic Management System Service (Full outage) User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage)

Status: Monitoring We have moved Mosaic services to a secondary cloud provider and services are now available. Some users may still experience intermittent issues while we continue to stabilize the platform. Affected components User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage) Image Service (Full outage) Mosaic Management System Service (Full outage)

Status: Monitoring Mosaic services are available, but intermittent issues persist as we continue to stabilize the platform. Affected components User Service (Full outage) Mosaic Identity Service (Full outage) Video Service (Full outage) Personalization Service (Full outage) Image Service (Full outage) Mosaic Management System Service (Full outage)

Status: Resolved All Mosaic traffic has now been moved to our secondary cloud provider and services are stable. If you still experience issues, they may be caused by DNS changes that are still propagating. If problems persist, please contact us at https://support.axinom.com/. We sincerely apologize for the extended outage. We will share a post-incident report by the end of next week. Affected components User Service (Operational) Mosaic Identity Service (Operational) Video Service (Operational) Personalization Service (Operational) Image Service (Operational) Mosaic Management System Service (Operational)