Caseware Cloud incident
Cloud-based Engagement Solutions and SmartSync Partial Outage Impacting some customers for United States
Caseware Cloud experienced a major incident on October 20, 2025 affecting SmartSync Cloud Service and Cloud-based Engagement Solutions, lasting 2h 20m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 03:25 PM UTC
We are experiencing a Partial Outage for our Cloud-based Engagement Solutions and SmartSync affecting some products in the United States region(s). Our teams are working to identify the root cause and determine the necessary corrective actions. An update will be provided within the hour. We apologize for any inconvenience.
- investigating Oct 20, 2025, 03:26 PM UTC
We are experiencing a Partial Outage for our Cloud-based Engagement Solutions and SmartSync affecting some products in the United States region(s). Our teams are working to identify the root cause and determine the necessary corrective actions. An update will be provided within the hour. We apologize for any inconvenience
- investigating Oct 20, 2025, 03:31 PM UTC
We are experiencing a Partial Outage for our Cloud-based Engagement Solutions and SmartSync affecting some products in the United States region(s). Our teams are working to identify the root cause and determine the necessary corrective actions. An update will be provided within the hour. We apologize for any inconvenience
- investigating Oct 20, 2025, 04:04 PM UTC
We are experiencing a Partial Outage for our Cloud-based Engagement Solutions and SmartSync affecting some products in the United States region(s). Our teams are working to identify the root cause and determine the necessary corrective actions. An update will be provided within the hour. We apologize for any inconvenience
- investigating Oct 20, 2025, 04:23 PM UTC
We are currently experiencing a Partial Outage impacting Cloud-based Engagement Solutions, specifically External Documents and certain DAS Custom Forms. Additionally, there is a Full Outage affecting SmartSync functionality for some products in the United States region(s). Initial investigation indicates that these disruptions are related to an ongoing AWS regional service outage, which is impacting connectivity and availability for several Caseware services. Our technical teams are actively monitoring the AWS incident and working to implement mitigating measures to restore full functionality as quickly as possible. We will provide the next update within the hour or sooner as new information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- investigating Oct 20, 2025, 04:27 PM UTC
We are currently experiencing a Partial Outage impacting Cloud-based Engagement Solutions, specifically External Documents and certain DAS Custom Forms. Additionally, there is a Full Outage affecting SmartSync functionality for some products in the United States region(s). Initial investigation indicates that these disruptions are related to an ongoing AWS regional service outage, which is impacting connectivity and availability for several Caseware services. Our technical teams are actively monitoring the AWS incident and working to implement mitigating measures to restore full functionality as quickly as possible. We will provide the next update within the hour or sooner as new information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- monitoring Oct 20, 2025, 05:05 PM UTC
Cloud-based Engagement Solutions in the United States region(s) has resumed normal activity. We are actively monitoring our systems to ensure that there are no residual issues. We will continue to provide updates as necessary. Additionally, there is still a Full Outage affecting SmartSync functionality for some products in the United States region(s). Our technical teams are actively monitoring the AWS incident and working to implement mitigating measures to restore full functionality as quickly as possible. We will provide the next update within the hour or sooner as new information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- investigating Oct 20, 2025, 06:18 PM UTC
We are still experiencing a Partial Outage for SmartSync Impacting some customers for United States region(s). Affected users may be unable to access their SmartSync files. Our technical teams are actively monitoring the AWS incident and working to implement mitigating measures to restore full functionality as quickly as possible. We will provide the next update within the hour or sooner as new information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- investigating Oct 20, 2025, 06:18 PM UTC
We are continuing to investigate this issue.
- identified Oct 20, 2025, 08:37 PM UTC
We still continue to experience a Partial Outage for SmartSync Impacting some customers for United States region(s). Affected users may be unable to access their SmartSync files. Our technical team has been identified and still working on the potential solution that we found also actively monitoring the AWS incident. We will provide the next update within the hour or sooner as new information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- monitoring Oct 20, 2025, 08:50 PM UTC
SmartSync application has resumed 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.
- monitoring Oct 20, 2025, 09:46 PM UTC
SmartSync application has resumed normal activity. We are still continuing to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.
- monitoring Oct 20, 2025, 10:46 PM UTC
SmartSync application has resumed normal activity. We are still continuing to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.
- monitoring Oct 21, 2025, 01:17 AM UTC
SmartSync application has resumed normal activity. We are still continuing to monitor our systems to ensure that there are no residual issues and we will continue to provide updates as necessary.
- resolved Oct 21, 2025, 01:54 AM UTC
This incident has been resolved.