Carbonite Outage History

Started Aug 13, 2026, 06:36 PM UTC· resolved Aug 14, 2026, 04:24 PM UTC

1. investigating Aug 13, 2026, 06:36 PM UTC

   Secure Cloud Portal is currently experiencing an issue with Microsoft 365 license assignments. Our teams are actively investigating and working to restore normal functionality as quickly as possible. We appreciate your patience and understanding while we work toward a resolution. Workaround: After updating license counts in the Secure Cloud Portal, please sign in to the customer's Microsoft 365 Admin Center and assign licenses to users directly within the Microsoft 365 tenant. Tracking Number: IM3979306

2. resolved Aug 14, 2026, 04:24 PM UTC

   This incident has been resolved.

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Started Aug 13, 2026, 03:09 PM UTC· resolved Aug 13, 2026, 05:02 PM UTC

1. investigating Aug 13, 2026, 03:09 PM UTC

   Cloud Fax services is currently experiencing delays in processing of fax files. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Desktop Messaging BMS Tracking Number: IM3978817

2. investigating Aug 13, 2026, 04:15 PM UTC

   Desktop Messaging BMS is experiencing delays in processing fax files. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3978817

3. resolved Aug 13, 2026, 05:02 PM UTC

   Desktop Messaging BMS experienced delays in processing fax files. The issue is now resolved. We appreciate your patience. Tracking Number: IM3978817

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Started Aug 09, 2026, 08:05 AM UTC· resolved Aug 10, 2026, 01:17 AM UTC

1. investigating Aug 09, 2026, 08:05 AM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience Tracking Number:

2. investigating Aug 09, 2026, 09:06 AM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience Tracking Number: IM3976323

3. investigating Aug 09, 2026, 09:06 AM UTC

   We are continuing to investigate this issue.

4. investigating Aug 09, 2026, 10:13 AM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience. Updates for this issue will be sent every 2 hours or if there are significant updates, whichever comes first Tracking Number: IM3976323

5. monitoring Aug 09, 2026, 12:17 PM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. A fix has been implemented and we are monitoring the results. We appreciate your patience. Tracking Number: IM3976323

6. monitoring Aug 09, 2026, 02:34 PM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 2 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323

7. monitoring Aug 09, 2026, 04:32 PM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 8 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323

8. monitoring Aug 10, 2026, 12:33 AM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 8 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323

9. resolved Aug 10, 2026, 01:17 AM UTC

   Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. The issue is now resolved. We appreciate your patience. Tracking Number: IM3976323

10. postmortem Aug 13, 2026, 07:01 PM UTC

    **Root Cause Analysis** **Tracking number:** IM3976323 PM1011709 **Incident window:** August 9, 2026, from 01:00 GMT to 11:35 GMT **Services affected:** OpenText™ Shared Network Services **Overview** On August 9, 2026, at 06:24 GMT, Incident Management was engaged to investigate client-reported access issues affecting multiple OpenText SaaS services. **Impact** Clients were unable to access the OpenText SaaS services. **Root Cause** The investigation determined that a Domain Name System Security Extensions \(DNSSEC\) Key Signing Key \(KSK\) expired for the [microfocus.com](http://microfocus.com) DNS zone, resulting in DNS resolution failures across multiple services. This condition disrupted DNS resolution across multiple DNSSEC-enabled subzones, including [saas.microfocus.com](http://saas.microfocus.com), resulting in service inaccessibility. Furthermore, downstream propagation timelines and varying client-side caching behaviors extended recovery durations for a subset of endpoints. **Resolution** To mitigate the issue, the team implemented a configuration change to generate and apply new DNSSEC signing keys. The existing DNS signatures were removed, and the [microfocus.com](http://microfocus.com) DNS zone was re-signed using the newly generated keys. Following the configuration change, validation activities were completed successfully, and service was restored at 11:35 GMT, ending the impact. Note: Some clients may have continued to experience name-resolution issues due to stale DNS records cached within their internal DNS infrastructure, proxy servers, or firewall appliances. These issues should resolve once the cached DNS records expired or refreshed. **Action Plan** PM1011709-003: Review and optimize DNSSEC KSK alert triggers. - In progress - Target complete: August 14, 2026 PM1011709-004: Implement proactive internal monitoring and automated alert generation for DNSSEC key rollovers. - In progress - Target complete: September 4, 2026 PM1011709-006: Review incident escalation procedures to optimize the process. - In progress - Target complete: September 4, 2026 PM1011709-007: Evaluate external accessibility monitoring capabilities for critical application endpoints. - In progress - Target complete: September 4, 2026

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Started Aug 08, 2026, 03:05 PM UTC· resolved Aug 10, 2026, 12:58 PM UTC

1. investigating Aug 08, 2026, 03:05 PM UTC

   Investigating: We are currently experiencing an issue in the CP Portal where users may encounter an "Unknown Error" message. Our Engineering team is actively investigating the issue and working toward a resolution. We will provide further updates as more information becomes available. Tracking Number - IM3976014

2. monitoring Aug 08, 2026, 08:03 PM UTC

   The issue affecting the CP Portal, where users may have encountered an "Unknown Error" message, has been identified and resolved by our Backend Engineering team. The fix has been successfully implemented, and services are operating as expected. We are currently monitoring the environment to ensure stability and confirm that the issue does not recur. We will continue to provide updates as needed. Tracking Number - IM3976014

3. resolved Aug 10, 2026, 12:58 PM UTC

   The issue affecting the CP Portal, where users may have encountered an "Unknown Error" message, has been identified and resolved by our Backend Engineering team. The fix has been successfully implemented, and services are now operating as expected. Tracking Number - IM3976014

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Started Aug 07, 2026, 05:59 PM UTC· resolved Aug 13, 2026, 06:25 PM UTC

1. investigating Aug 07, 2026, 05:59 PM UTC

   Secure Cloud Portal (cp.appriver.com) is currently experiencing an issue with Microsoft 365 license changes. Teams are currently assembled and working to resolve the issue. We appreciate your patience. If you need any 365 license changes, please email [email protected] to create a ticket for processing. Tracking Number: IM397569

2. monitoring Aug 07, 2026, 08:14 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 13, 2026, 06:25 PM UTC

   This incident has been resolved.

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Started Aug 06, 2026, 05:18 PM UTC· resolved Aug 07, 2026, 12:56 PM UTC

1. investigating Aug 06, 2026, 05:18 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption AEE DLP is currently experiencing an issue requiring the sender of an email to log in to an interface to release messages from DLP. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3975128

2. monitoring Aug 06, 2026, 09:14 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption AEE DLP experienced an issue requiring the sender of an email to log in to an interface to release messages from DLP. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3975128

3. resolved Aug 07, 2026, 12:56 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption AEE DLP experienced an issue requiring the sender of an email to log in to an interface to release messages from DLP. The issue is now resolved. We appreciate your patience. Tracking Number: IM3975128

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Started Jul 31, 2026, 02:29 PM UTC· resolved Jul 31, 2026, 05:35 PM UTC

1. investigating Jul 31, 2026, 02:29 PM UTC

   The following services are experiencing an issue with TLS connections to Google-owned servers. Teams are currently assembled and working to resolve the issue. We appreciate your patience. - Zix Encryption Services - Hosted SMB - Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) - Zix Encryption Services - ZixGateway (Hosted) Tracking Number: IM3971825

2. investigating Jul 31, 2026, 02:37 PM UTC

   The following services are experiencing an issue with TLS connections to multiple external mail services. Teams are currently assembled and working to resolve the issue. We appreciate your patience. - Zix Encryption Services - Hosted SMB - Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) - Zix Encryption Services - ZixGateway (Hosted) Tracking Number: IM3971825

3. investigating Jul 31, 2026, 02:45 PM UTC

   We are continuing to investigate this issue.

4. monitoring Jul 31, 2026, 02:57 PM UTC

   The following services are experienced an issue with TLS connections to multiple external mail services. Service has been restored and is now being validated. We appreciate your patience. - Zix Encryption Services - Hosted SMB - Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) - Zix Encryption Services - ZixGateway (Hosted) - Zix Threat Protection Services - ZixProtect Tracking Number: IM3971825

5. resolved Jul 31, 2026, 05:35 PM UTC

   The following services are experienced an issue with TLS connections to multiple external mail services. - Zix Encryption Services - Hosted SMB - Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) - Zix Encryption Services - ZixGateway (Hosted) - Zix Threat Protection Services - ZixProtect The issue is now resolved. We appreciate your patience. Tracking Number: IM3971825

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Started Jul 31, 2026, 03:32 AM UTC· resolved Jul 31, 2026, 04:42 AM UTC

1. resolved Jul 31, 2026, 04:43 AM UTC

   São Paulo BR14 experienced performance and functionalities degradation in service. The issue is now resolved. We appreciate your patience. Tracking Number: IM3971517

2. postmortem Jul 31, 2026, 01:47 PM UTC

   **Interim Root Cause** **Tracking number:** IM3971517 PM1011702 **Incident window:** July 31, 2026, from 03:32 GMT to 04:42 GMT on July 30, 226 **Services affected:** OpenText™ Enterprise Service Management \(ESM BR14\) **Overview** On July 31, 2026, at 04:10 GMT, Incident Management was engaged to investigate degraded system performance on the OpenText™ Enterprise Service Management \(ESM BR14\) environment. **Impact** Users experienced degraded system performance and functionality issues. **Root Cause** The investigation revealed intermittent connectivity failures between the RabbitMQ cluster and dependent application components. RabbitMQ, which operates as a multi-node clustered service facilitating communication between the core application engine and other components, failed to automatically re-establish connectivity in certain instances, necessitating a cluster rebuild. The root cause analysis identified two primary contributing factors: • RabbitMQ Metadata Store Instability: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. • Connection Recovery Failures: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** The RabbitMQ service was rebuilt, restoring service at 04:24 GMT. Post-restoration validation activities were completed successfully at 04:42 GMT, ending the impact. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future.

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Started Jul 28, 2026, 05:31 PM UTC· resolved Jul 29, 2026, 05:38 PM UTC

1. identified Jul 28, 2026, 05:31 PM UTC

   We are currently investigating reports of partners incorrectly authenticating through the Customer Portal with incorrect log ins. Our team is actively triaging this issue now. Incident: IM3969646

2. monitoring Jul 28, 2026, 05:38 PM UTC

   We have successfully initiated a rollback that caused this authentication issue and have confirmed the issue no longer is ouccring. We are continuing to actively monitor our logs to ensure everything is fully operational. Incident: IM3969646

3. resolved Jul 29, 2026, 05:38 PM UTC

   This incident has been resolved.

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Started Jul 27, 2026, 02:21 PM UTC· resolved Jul 27, 2026, 03:54 PM UTC

1. investigating Jul 27, 2026, 02:21 PM UTC

   Oregon US6 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968671

2. investigating Jul 27, 2026, 03:22 PM UTC

   Oregon US6 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968671

3. resolved Jul 27, 2026, 03:54 PM UTC

   Oregon US6 experienced intermittent service unavailability. The issue is now resolved. We appreciate your patience. Tracking Number: IM3968671

4. postmortem Jul 29, 2026, 05:30 PM UTC

   **Interim Root Cause** **Tracking number:** IM3968671 PM1011655 **Incident windows:** July 27, 2026, from 13:28 GMT to 14:15 GMT **Services affected:** OpenText™ Enterprise Service Management \(ESM US6\) **Overview** On July 27, 2026, at 14:11 GMT, Incident Management was engaged to investigate intermittent availability and performance degradation in the US6 environment. **Impact** Clients experienced degraded service performance, resulting in slow user interface \(UI\) response times. **Root Cause** The root cause analysis identified two primary contributing factors: • RabbitMQ Metadata Store Instability: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. • Connection Recovery Failures: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** The investigation revealed that insufficient replica capacity in Gateway and Platform services was impacting service performance. The number of replicas for both services was increased, and the service was restored. Full validation was completed by 14:15 GMT, ending the impact. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future. OpenText took the following actions and will determine additional preventative actions as needed. ‌ • Implemented static pod assignment for RabbitMQ, replacing dynamic allocation to reduce the risk of pod contention. - **COMPLETE** • Increased CPU resources allocated to RabbitMQ pods to alleviate performance bottlenecks and improve overall system stability. - **COMPLETE**

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Started Jul 27, 2026, 09:03 AM UTC· resolved Jul 27, 2026, 11:42 AM UTC

1. investigating Jul 27, 2026, 09:03 AM UTC

   Frankfurt EU8 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968415

2. monitoring Jul 27, 2026, 09:48 AM UTC

   Frankfurt EU8 experienced intermittent service unavailability. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3968415

3. monitoring Jul 27, 2026, 10:54 AM UTC

   Frankfurt EU8 experienced intermittent service unavailability. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3968415

4. resolved Jul 27, 2026, 11:42 AM UTC

   Frankfurt EU8 experienced intermittent service unavailability. The issue is now resolved. We appreciate your patience. Tracking Number: IM3968415

5. postmortem Jul 29, 2026, 02:26 PM UTC

   **Interim Root Cause** **Tracking number:** IM3968415 PM1011655 **Incident windows:** July 27, 2026, from 06:31 GMT to 09:41 GMT **Services affected:** OpenText™ Enterprise Service Management \(ESM EU8\) **Overview** On July 27, 2026, at 07:10 GMT, Incident Management was engaged to investigate intermittent access issues and service unavailability. **Impact** Several clients experienced intermittent access issues and service unavailability across the ESM EU8 environment. **Root Cause** The root cause analysis identified two primary contributing factors: • RabbitMQ Metadata Store Instability: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. • Connection Recovery Failures: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** The CPU allocation was increased, and the RabbitMQ queues were rebalanced to improve system stability and performance. Systematic restarts of the platform pods were completed at 07:56 GMT, which restored the core services. However, the SLT service continued to experience issues. The cluster was rebuilt, and services normalized at 09:41 GMT. Additional manual checks were completed across the environment to clear false degradation alerts, and no further issues were observed. Validations were completed at 11:38 GMT, ending the impact. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future. OpenText took the following actions and will determine additional preventative actions as needed. ‌ • Implemented static pod assignment for RabbitMQ, replacing dynamic allocation to reduce the risk of pod contention. - **COMPLETE** • Increased CPU resources allocated to RabbitMQ pods to alleviate performance bottlenecks and improve overall system stability. - **COMPLETE**

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Started Jul 27, 2026, 07:17 AM UTC· resolved Jul 27, 2026, 08:19 AM UTC

1. investigating Jul 27, 2026, 07:17 AM UTC

   Frankfurt EU8 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968415

2. resolved Jul 27, 2026, 08:19 AM UTC

   Frankfurt EU8 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968415

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Started Jul 26, 2026, 04:15 PM UTC· resolved Jul 26, 2026, 04:35 PM UTC

1. resolved Jul 26, 2026, 04:15 PM UTC

   Frankfurt EU8 experienced an issue, and the CMS component was inaccessible for 20 minutes. The issue is now resolved. We appreciate your patience. Tracking Number: IM3968161

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Started Jul 25, 2026, 09:57 PM UTC· resolved Jul 27, 2026, 01:08 PM UTC

1. investigating Jul 25, 2026, 09:57 PM UTC

   Hosted Exchange is currently experiencing an issue and not saving user changes from the customer portal. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3967822

2. monitoring Jul 25, 2026, 11:52 PM UTC

   Hosted Exchange user saving issues has now been restored and is now being validated. We appreciate your patience. Tracking Number: IM3967822

3. resolved Jul 27, 2026, 01:08 PM UTC

   This incident has been resolved.

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Started Jul 24, 2026, 03:05 PM UTC· resolved Jul 24, 2026, 03:05 PM UTC

1. resolved Jul 24, 2026, 03:05 PM UTC

   The following services experienced issues. Users may have experienced intermittent access to web portals, along with delays in fax delivery and fax status updates. Backlogs have been cleared, and the issue is now resolved. We appreciate your patience. - Desktop Messaging BMS - Fax Cloud Connect (RightFax) - Fax2Mail Tracking Number: IM3966995

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Started Jul 23, 2026, 05:30 PM UTC· resolved Jul 27, 2026, 01:49 PM UTC

1. investigating Jul 23, 2026, 05:30 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) is currently experiencing an issue while sending messages to the DLP service. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3966467

2. investigating Jul 23, 2026, 06:29 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) is currently experiencing an issue while sending messages to the DLP service. The assembled teams have identified the cause and are working diligently to resolve the issue. We appreciate your patience. Tracking Number: IM3966467

3. monitoring Jul 23, 2026, 07:02 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) experienced an issue while sending messages to the DLP service. Service has been restored and is now being validated. This status will remain open for 24 hours. We appreciate your patience. Tracking Number: IM3966467

4. resolved Jul 27, 2026, 01:49 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) experienced an issue while sending messages to the DLP service. The issue is now resolved. We appreciate your patience. Tracking Number: IM3966467

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Started Jul 22, 2026, 04:21 PM UTC· resolved Jul 22, 2026, 09:27 PM UTC

1. investigating Jul 22, 2026, 04:21 PM UTC

   Secure Messaging Portal (ZixPortal) is currently experiencing an issue with sporadic message delivery delays. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3965742

2. monitoring Jul 22, 2026, 05:28 PM UTC

   Secure Messaging Portal (ZixPortal) experienced an issue with sporadic message delivery delays. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3965742

3. resolved Jul 22, 2026, 09:27 PM UTC

   Secure Messaging Portal (ZixPortal) experienced an issue with sporadic message delivery delays. The issue is now resolved. We appreciate your patience. Tracking Number: IM3965742

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Started Jul 22, 2026, 01:31 PM UTC· resolved Jul 22, 2026, 05:24 PM UTC

1. investigating Jul 22, 2026, 01:31 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) is currently experiencing an issue delivering messages when the DLP service is enabled on policies. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3965099

2. identified Jul 22, 2026, 01:56 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) is currently experiencing an issue delivering messages when the DLP service is enabled on policies. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3965099

3. monitoring Jul 22, 2026, 02:50 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) experienced an issue delivering messages when the DLP service is enabled on policies. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3965099

4. resolved Jul 22, 2026, 05:24 PM UTC

   Zix Encryption Services - Secure Cloud Email Encryption (AEE/ZEE) experienced an issue delivering messages when the DLP service is enabled on policies. The issue is now resolved. We appreciate your patience. Tracking Number: IM3965099

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Started Jul 22, 2026, 09:42 AM UTC· resolved Jul 22, 2026, 10:45 AM UTC

1. investigating Jul 22, 2026, 09:42 AM UTC

   We are currently investigating this issue.

2. investigating Jul 22, 2026, 10:34 AM UTC

   Maintenance Window: 15 to 30 minutes (Starting immediately) Impact: The production site will be temporarily offline. We are actively working to complete the restoration as quickly as possible and will provide an update once services are back online. We apologize for the inconvenience.

3. resolved Jul 22, 2026, 10:45 AM UTC

   This incident has been resolved.

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Started Jul 21, 2026, 10:21 PM UTC· resolved Jul 22, 2026, 04:17 PM UTC

1. investigating Jul 21, 2026, 10:21 PM UTC

   Zix Encryption Services - Email Message Privacy (EMP) is currently experiencing an issue with the outbound gateway. Users using EMP Gateway are unable to send messages. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3965145

2. investigating Jul 22, 2026, 11:46 AM UTC

   Zix Encryption Services - Email Message Privacy (EMP) is currently experiencing an issue with the outbound gateway. Users using EMP Gateway are unable to send messages. Teams have been assembled and are working to resolve the issue. We appreciate your patience. Tracking Number: IM3965145

3. monitoring Jul 22, 2026, 12:22 PM UTC

   Zix Encryption Services - Email Message Privacy (EMP) experienced an issue with the outbound gateway. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3965145

4. resolved Jul 22, 2026, 04:17 PM UTC

   Zix Encryption Services - Email Message Privacy (EMP) experienced an issue with the outbound gateway. The issue is now resolved. We appreciate your patience. Tracking Number: IM3965145

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Started Jul 20, 2026, 01:34 PM UTC· resolved Jul 20, 2026, 02:23 PM UTC

1. investigating Jul 20, 2026, 01:34 PM UTC

   Frankfurt EU18 farm is experiencing service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3964099

2. monitoring Jul 20, 2026, 01:55 PM UTC

   Frankfurt EU18 farm was experiencing service unavailability. Service has been restored and is now being validated. We appreciate your patience. Tracking Number: IM3964099

3. resolved Jul 20, 2026, 02:23 PM UTC

   Frankfurt EU18 farm experienced service unavailability. The issue is now resolved. We appreciate your patience. Tracking Number: IM3964099

4. postmortem Jul 23, 2026, 03:12 PM UTC

   **Overview** On July 20, 2026, Incident Management was engaged to investigate two separate incidents resulting in degraded performance and functionality impacts for multiple OpenText™ Enterprise Service Management clients hosted on the Frankfurt EU18 farm. The tracking numbers for the incidents are below: Incident 1: **IM3963996** – 09:42 to 10:45 GMT Incident 2: **IM3964099** – 12:59 to 13:40 GMT **Impact** Customers experienced intermittent service degradation, resulting in delayed workflows, reduced application performance, and temporary loss of functionality. **Root Cause** The root cause analysis identified two primary contributing factors: * **RabbitMQ Metadata Store Instability**: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. * **Connection Recovery Failures**: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** Service was restored by restarting the RabbitMQ cluster and the dependent application services to re-establish healthy messaging connectivity across the platform. As a corrective measure, an emergency change was performed during off-business hours to rebuild the RabbitMQ cluster and perform a rolling restart of all dependent platform deployments. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future.

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Started Jul 20, 2026, 10:43 AM UTC· resolved Jul 20, 2026, 11:06 AM UTC

1. investigating Jul 20, 2026, 10:43 AM UTC

   Frankfurt EU18 may experience degradation issues with SLT calculation. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3963996

2. resolved Jul 20, 2026, 11:06 AM UTC

   Frankfurt EU18 may have experienced degradation issues with SLT calculation The issue is now resolved. We appreciate your patience. Tracking Number: IM3963996

3. postmortem Jul 23, 2026, 03:16 PM UTC

   **Overview** On July 20, 2026, Incident Management was engaged to investigate two separate incidents resulting in degraded performance and functionality impacts for multiple OpenText™ Enterprise Service Management clients hosted on the Frankfurt EU18 farm. The tracking numbers for the incidents are below: Incident 1: **IM3963996** – 09:42 to 10:45 GMT Incident 2: **IM3964099** – 12:59 to 13:40 GMT **Impact** Customers experienced intermittent service degradation, resulting in delayed workflows, reduced application performance, and temporary loss of functionality. **Root Cause** The root cause analysis identified two primary contributing factors: * **RabbitMQ Metadata Store Instability**: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. * **Connection Recovery Failures**: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** Service was restored by restarting the RabbitMQ cluster and the dependent application services to re-establish healthy messaging connectivity across the platform. As a corrective measure, an emergency change was performed during off-business hours to rebuild the RabbitMQ cluster and perform a rolling restart of all dependent platform deployments. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future.

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Started Jul 14, 2026, 03:25 PM UTC· resolved Jul 14, 2026, 06:21 PM UTC

1. investigating Jul 14, 2026, 03:25 PM UTC

   Zix - Hosted Exchange is currently experiencing an issue with some mailboxes unable to connect. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3961151

2. monitoring Jul 14, 2026, 03:32 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 14, 2026, 06:21 PM UTC

   This incident has been resolved.

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Started Jul 11, 2026, 07:30 PM UTC· resolved Jul 11, 2026, 08:20 PM UTC

1. investigating Jul 11, 2026, 07:30 PM UTC

   Core Content Management North America is experiencing service unavailability. Opentext Teams are currently assemble and working to resolve the issue. We appreciate your patience. Tracking Number: IM3959876

2. investigating Jul 11, 2026, 07:59 PM UTC

   The following services are experiencing service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. - Core Content Management - Core Content Management for SAP® SuccessFactors | SAP® SuccessFactors Document Tracking Number: IM3959876

3. resolved Jul 11, 2026, 08:20 PM UTC

   The following services were experiencing service unavailability. The issue is now resolved. We appreciate your patience. - Core Content Management - Core Content Management for SAP® SuccessFactors | SAP® SuccessFactors Document Tracking Number: IM3959876

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Started Jul 10, 2026, 08:55 AM UTC· resolved Jul 10, 2026, 03:45 PM UTC

1. investigating Jul 10, 2026, 08:55 AM UTC

   We are currently investigating an issue causing errors with Zix Email Threat Protection Link Protection. Our team is working to identify the cause and restore normal functionality. Further updates will be provided as they become available. Incident - IM3959175

2. monitoring Jul 10, 2026, 12:50 PM UTC

   The team identified the issue and resolve it roughly around 5:30 AM CST this morning. It appears that a SQL service did not properly restart which caused Link Protection to fail. We are investigating what caused the service to not properly restart but services have been restored. Incident - IM3959175

3. resolved Jul 10, 2026, 03:45 PM UTC

   This incident has been resolved.

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