Caseware Cloud incident

Caseware Cloud Services, Cloud-based Engagement Solutions, Data Analytics Platform, Smart Sync Server: Operational issues on multiple services from AWS for US, CA, EU, UK, AP regions in Production.

Critical Resolved View vendor source →

Caseware Cloud experienced a critical incident on October 20, 2025 affecting Caseware Cloud Service and Caseware Cloud Service and 1 more component, lasting 13h 47m. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 06:48 AM UTC
Resolved
Oct 20, 2025, 08:36 PM UTC
Duration
13h 47m
Detected by Pingoru
Oct 20, 2025, 06:48 AM UTC

Affected components

Caseware Cloud ServiceCaseware Cloud ServiceCaseware Cloud ServiceCaseware Cloud ServiceCaseware Cloud ServiceSmartSync Cloud ServiceSmartSync Cloud ServiceSmartSync Cloud ServiceSmartSync Cloud ServiceSmartSync Cloud Service

Update timeline

  1. investigating Oct 20, 2025, 07:44 AM UTC

    Experiencing a Major Outage of our all applications for US, EU, UK, AP region. We have identified a possible AWS outage and working to identify the root cause to determine the necessary corrective actions. An update will be provided within the hour. We apologize for any inconvenience.

  2. investigating Oct 20, 2025, 08:04 AM UTC

    We are continuing to investigate this issue.

  3. investigating Oct 20, 2025, 08:11 AM UTC

    We are continuing to investigate this issue.

  4. identified Oct 20, 2025, 08:58 AM UTC

    We are experiencing a significant outage across several applications for US, EU, UK and AP regions. An operational issue on services provided by AWS Cloud has been identified as the cause of the disruption and we are working to determine the necessary corrective actions. The majority of cloud services in CA are performing, apart from SmartSync cloud where users may experience difficulty in accessing sync copies from the Working Papers interface. An update will be provided within the hour. We apologize for any inconvenience.

  5. identified Oct 20, 2025, 09:41 AM UTC

    We continue to experience a significant outage across several applications for US, EU, UK and AP regions and an operational issue on services provided by AWS Cloud has been identified as the cause of the disruption. AWS have applied initial mitigations and advise that systems are on the pathway to recovery. Caseware will continue to monitor its applications and further updates will be provided in due course. Thank you for your continued patience.

  6. monitoring Oct 20, 2025, 10:13 AM UTC

    All applications have resumed to normal activity. We shall continue to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.

  7. monitoring Oct 20, 2025, 11:13 AM UTC

    All applications have resumed to normal activity. We still continue to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.

  8. monitoring Oct 20, 2025, 12:12 PM UTC

    All applications have resumed to normal activity. We still continue to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.

  9. resolved Oct 20, 2025, 01:25 PM UTC

    All applications monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.