Caseware Cloud Outage History

Started Jul 01, 2026, 06:37 PM UTC· resolved Jul 01, 2026, 07:13 PM UTC

1. investigating Jul 01, 2026, 06:37 PM UTC

   We are experiencing a Degraded Performance affecting our Cloud-based Engagement Solutions, specifically impacting the carry forward process in the US region. Users may encounter errors when attempting to carry forward engagements, where the engagement appears as invalid and subsequently disappears. Our teams are actively investigating to identify the root cause and determine the appropriate corrective actions. An update will be provided within the hour. We apologize for any inconvenience.

2. identified Jul 01, 2026, 06:54 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Jul 01, 2026, 06:54 PM UTC

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

4. monitoring Jul 01, 2026, 06:54 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Jul 01, 2026, 07:13 PM UTC

   This incident has been resolved. We apologize for any inconvenience.

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Started Jun 24, 2026, 01:27 PM UTC· resolved Jun 25, 2026, 09:08 AM UTC

1. investigating Jun 24, 2026, 01:27 PM UTC

   We are experiencing a Partial Outage of our Cloud-based Engagement Solutions affecting DAS binders, primarily impacting the US region(s). Our teams are actively investigating to identify the root cause and determine the appropriate corrective actions. An update will be provided within the hour. We apologize for any inconvenience.

2. identified Jun 24, 2026, 01:54 PM UTC

   We are experiencing a Partial Outage of our Cloud-based Engagement Solutions affecting DAS binders, primarily impacting the US region(s). Our teams are actively investigating to identify the root cause and determine the appropriate corrective actions. An update will be provided within the hour. We apologize for any inconvenience.

3. monitoring Jun 24, 2026, 02:00 PM UTC

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

4. resolved Jun 24, 2026, 02:20 PM UTC

   This incident has been resolved.

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Started Jun 19, 2026, 08:39 AM UTC· resolved Jun 19, 2026, 09:55 AM UTC

1. investigating Jun 19, 2026, 09:29 AM UTC

   We are experiencing a Partial Outage of our Caseware Cloud Service in the Europe region(s), limited user impact. 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.

2. monitoring Jun 19, 2026, 09:32 AM UTC

   Caseware Cloud Service 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.

3. resolved Jun 19, 2026, 09:55 AM UTC

   Caseware Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Jun 17, 2026, 08:47 PM UTC· resolved Jun 17, 2026, 09:59 PM UTC

1. investigating Jun 17, 2026, 08:47 PM UTC

   We are experiencing a Degraded Performance of our SmartSync Cloud Service in the Canada 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.

2. monitoring Jun 17, 2026, 09:04 PM UTC

   SmartSync Cloud Service 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.

3. resolved Jun 17, 2026, 09:13 PM UTC

   SmartSync Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Jun 08, 2026, 01:24 PM UTC· resolved Jun 08, 2026, 01:51 PM UTC

1. investigating Jun 08, 2026, 01:24 PM UTC

   We are experiencing a Partial Outage of our SmartSync Cloud Service in the Europe region(s), limited user impact. 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.

2. monitoring Jun 08, 2026, 01:51 PM UTC

   SmartSync Cloud Service 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.

3. resolved Jun 08, 2026, 02:18 PM UTC

   SmartSync Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Jun 06, 2026, 07:45 AM UTC· resolved Jun 08, 2026, 11:45 PM UTC

1. investigating Jun 08, 2026, 03:23 PM UTC

   We are currently experiencing issues affecting the template authoring flow. Users may encounter errors when creating, editing, or saving templates. At this time, the impact appears to be limited to the authoring functionality, while other areas of the platform remain operational. Our engineering team is actively investigating the root cause and working to implement a fix to restore full functionality as quickly as possible. We will continue to provide updates as new information becomes available.

2. identified Jun 08, 2026, 03:54 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jun 08, 2026, 05:11 PM UTC

   We are continuing to work on a fix for this issue.

4. identified Jun 08, 2026, 06:17 PM UTC

   We are continuing to work on a fix for this issue.

5. identified Jun 08, 2026, 07:54 PM UTC

   We have successfully deployed a fix for the Europe region and are currently monitoring the situation. We continue to work on implementing a fix for the remaining regions. We will provide further updates as more information becomes available. Thank you for your patience.

6. monitoring Jun 08, 2026, 08:05 PM UTC

   We have successfully deployed a fix for all the regions and we are currently monitoring the situation. We will provide further updates as more information becomes available. Thank you for your patience.

7. identified Jun 08, 2026, 10:12 PM UTC

   We have identified indications of instability in the Template authoring flow. Users may encounter intermittent errors when creating, editing, or saving templates. At this time, the impact appears to be limited to the authoring functionality, while other areas of the platform remain operational.

8. monitoring Jun 08, 2026, 11:16 PM UTC

   We have successfully deployed another fix for all the regions and we are currently monitoring the situation. We will provide further updates as more information becomes available. Thank you for your patience.

9. resolved Jun 08, 2026, 11:38 PM UTC

   The template authoring flow issue monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Jun 03, 2026, 08:45 AM UTC· resolved Jun 03, 2026, 11:05 AM UTC

1. investigating Jun 03, 2026, 09:06 AM UTC

   We are experiencing a Degraded Performance of our SmartSync Cloud Service in the Europe 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.

2. identified Jun 03, 2026, 09:32 AM UTC

   The source of the SmartSync Cloud Service Degraded Performance has been identified and we have found a potential solution.

3. monitoring Jun 03, 2026, 11:00 AM UTC

   SmartSync Cloud Service 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.

4. resolved Jun 03, 2026, 11:05 AM UTC

   SmartSync Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started May 29, 2026, 05:28 PM UTC· resolved May 29, 2026, 08:04 PM UTC

1. investigating May 29, 2026, 05:28 PM UTC

   We are experiencing a Degraded Performance of our Cloud-based Engagement Solutions in the Europe, 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.

2. investigating May 29, 2026, 05:44 PM UTC

   This issue only impacts scenarios involving firm authoring. Our teams are working to execute the corrective actions. An update will be provided within 30 minutes.

3. identified May 29, 2026, 06:15 PM UTC

   The source of the Cloud-based Engagement Solutions Degraded Performance has been identified and we have found a potential solution.

4. monitoring May 29, 2026, 06:51 PM UTC

   Cloud-based Engagement Solutions 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.

5. resolved May 29, 2026, 08:04 PM UTC

   Cloud-based Engagement Solutions monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started May 28, 2026, 01:20 AM UTC· resolved May 28, 2026, 02:53 AM UTC

1. investigating May 28, 2026, 01:20 AM UTC

   We are experiencing a Degraded Performance of our Agent Platform Service (AiDA) 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.

2. investigating May 28, 2026, 02:27 AM UTC

   We are continuing to investigate this issue.

3. monitoring May 28, 2026, 02:48 AM UTC

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

4. resolved May 28, 2026, 02:53 AM UTC

   This incident has been resolved.

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Started May 18, 2026, 01:57 PM UTC· resolved May 18, 2026, 02:19 PM UTC

1. investigating May 18, 2026, 01:57 PM UTC

   We are experiencing a Major Outage of our Caseware.com site, with limited impact to users accessing the website. 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.

2. identified May 18, 2026, 02:08 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring May 18, 2026, 02:10 PM UTC

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

4. resolved May 18, 2026, 02:19 PM UTC

   This incident has been resolved.

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Started May 07, 2026, 07:14 AM UTC· resolved May 09, 2026, 08:00 AM UTC

1. investigating May 07, 2026, 08:08 AM UTC

   We are currently experiencing a partial service disruption with the delivery of two-factor authentication (2FA) SMS messages for Caseware Cloud users in Europe. Our team is actively working with our external service provider to resolve the issue as quickly as possible. We sincerely apologize for the inconvenience.

2. investigating May 07, 2026, 08:14 AM UTC

   We are continuing to investigate this issue.

3. investigating May 07, 2026, 08:51 AM UTC

   We are continuing to investigate this issue.

4. investigating May 07, 2026, 10:25 AM UTC

   We are continuing to investigate this issue.

5. investigating May 07, 2026, 03:02 PM UTC

   The issue has been escalated to AWS Support for further investigation and analysis. Our teams are actively engaged with AWS and closely monitoring progress toward resolution. We will continue to provide updates as additional information becomes available.

6. investigating May 07, 2026, 06:01 PM UTC

   The issue remains under active investigation with AWS and their downstream providers. We have been informed that they are closely engaged with the relevant third-party teams as they continue working toward resolution. Our teams remain actively engaged and are closely monitoring progress. We will continue to share additional updates as soon as more information becomes available. Thank you for your continued patience and understanding while this investigation is ongoing.

7. investigating May 07, 2026, 07:43 PM UTC

   We're still waiting for updates from AWS, but we're actively monitoring the situation. AWS continues to work closely with the relevant third-party teams as they continue working toward resolution. Our teams remain engaged in tracking progress and will provide updates as soon as new information becomes available. Thank you for your continued patience and understanding while this investigation is ongoing.

8. investigating May 07, 2026, 10:10 PM UTC

   We're still waiting for updates from AWS, but we're actively monitoring the situation. AWS continues to work closely with the relevant third-party teams as they continue working toward resolution. Our teams remain engaged in tracking progress and will provide updates as soon as new information becomes available. Thank you for your continued patience and understanding while this investigation is ongoing.

9. investigating May 07, 2026, 11:30 PM UTC

   We’re still awaiting further updates from AWS and continue to actively monitor the situation. At this time, AWS is working closely with an impacted third-party data center provider following a fire incident at a NorthC data center in Almere, Netherlands, which aligns with the timing of the service disruption and may be contributing to the current impact on SMS delivery. Early indications suggest that restoration efforts may take additional time, as infrastructure at the affected data center is being actively assessed and recovery work is ongoing, including overnight efforts as communicated by NorthC. Our teams remain fully engaged and are closely tracking progress alongside AWS. We will share updates as soon as new, confirmed information becomes available. Thank you for your continued patience and understanding while this issue is being investigated and resolved.

10. identified May 08, 2026, 04:09 AM UTC

    Our downstream providers have confirmed they identified an issue impacting one of their provider data centers, which caused a loss of connectivity to all partner‑hosted infrastructure at that location. This triggered an incident with broad, global impact across SMS‑dependent services. As a result of mitigations already applied, significant recovery has been observed across previously affected regions, and the majority of impacted traffic has now been restored. However, full restoration is still in progress, and our providers remain closely engaged with their third‑party partners to complete recovery efforts. Our teams will continue sharing updates as soon as new, confirmed information becomes available. Thank you for your continued patience and understanding while this issue is being resolved.

11. investigating May 08, 2026, 12:35 PM UTC

    The issue remains under active investigation with AWS and their downstream providers. We have been informed that they are still engaged with the relevant third-party teams as they continue working toward resolution. Our teams remain actively engaged and are closely monitoring progress. We will continue to share additional updates as soon as more information becomes available. Thank you for your continued patience and understanding while this investigation is ongoing.

12. identified May 08, 2026, 01:47 PM UTC

    "Our downstream providers have confirmed that most of the traffic should be restored by now, but they're still working towards the complete resolution related to KPN and Vodafone. Our teams remain actively engaged and are closely monitoring progress. We will continue to share additional updates as soon as more information becomes available. Thank you for your continued patience and understanding while this Monitoring is ongoing."

13. monitoring May 08, 2026, 04:46 PM UTC

    Our downstream providers have advised that service stability continues to improve. A small number of users on both KPN and Vodafone networks have now successfully tested and are receiving the required codes as expected. At this time, our teams will continue validating with additional users to confirm the issue has been fully resolved. We also remain in a monitoring phase and are closely tracking the situation for any residual impact. We will continue to share further updates as more information becomes available. Thank you for your continued patience and understanding.

14. resolved May 09, 2026, 04:30 AM UTC

    This incident has been resolved.

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Started Apr 13, 2026, 06:13 PM UTC· resolved Apr 13, 2026, 06:13 PM UTC

1. resolved Apr 13, 2026, 06:13 PM UTC

   Cloud Connectors in Cloud-based Engagement Solutions monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Mar 26, 2026, 01:05 AM UTC· resolved Mar 26, 2026, 04:30 PM UTC

1. investigating Mar 26, 2026, 01:37 PM UTC

   We are experiencing a Major Outage of our Cloud-based Engagement Solutions in the Canada 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.

2. identified Mar 26, 2026, 01:50 PM UTC

   The source of the Cloud-based Engagement Solutions Major Outage has been identified and we have found a potential solution.

3. identified Mar 26, 2026, 02:45 PM UTC

   Our engineering teams continue to work toward implementing a potential solution. We will provide further updates as progress continues or once a resolution is available.

4. identified Mar 26, 2026, 03:14 PM UTC

   Our engineering teams continue to work toward implementing a potential solution. We will provide further updates as progress continues or once a resolution is available.

5. identified Mar 26, 2026, 03:45 PM UTC

   Our engineering teams continue to work toward implementing a potential solution. We will provide further updates as progress continues or once a resolution is available.

6. monitoring Mar 26, 2026, 04:08 PM UTC

   Cloud-based Engagement Solutions 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.

7. resolved Mar 26, 2026, 04:42 PM UTC

   Cloud-based Engagement Solutions monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Mar 20, 2026, 08:30 AM UTC· resolved Mar 20, 2026, 09:32 AM UTC

1. investigating Mar 20, 2026, 09:19 AM UTC

   We are experiencing a Partial Outage of our Caseware Cloud Service in the Canada region(s), limited user impact. 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.

2. monitoring Mar 20, 2026, 09:27 AM UTC

   Caseware Cloud Service 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.

3. resolved Mar 20, 2026, 09:27 AM UTC

   This incident has been resolved.

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Started Mar 11, 2026, 09:45 PM UTC· resolved Mar 11, 2026, 11:00 PM UTC

1. investigating Mar 11, 2026, 10:50 PM UTC

   Experiencing a Partial Outage of our Caseware Cloud service in the Asia Pacific Region for those who tries to login to SSO. We 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.

2. monitoring Mar 11, 2026, 11:09 PM UTC

   Caseware Cloud Service 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.

3. monitoring Mar 11, 2026, 11:27 PM UTC

   Caseware Cloud Service 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. Status: monitoring

4. resolved Mar 11, 2026, 11:31 PM UTC

   Caseware Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Feb 25, 2026, 03:37 PM UTC· resolved Feb 25, 2026, 05:16 PM UTC

1. investigating Feb 25, 2026, 03:37 PM UTC

   We are experiencing a Degraded Performance of our Sherlock in the Canada 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.

2. identified Feb 25, 2026, 03:50 PM UTC

   The source of the Sherlock Degraded Performance has been identified and we have found a potential solution.

3. monitoring Feb 25, 2026, 04:14 PM UTC

   Sherlock 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.

4. resolved Feb 25, 2026, 05:16 PM UTC

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

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Started Feb 23, 2026, 01:18 PM UTC· resolved Feb 23, 2026, 02:26 PM UTC

1. investigating Feb 23, 2026, 01:18 PM UTC

   We are experiencing a Degraded Performance of our Caseware Cloud Service, Cloud-based Engagement Solutions in the United Kingdom, Europe regions. 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.

2. monitoring Feb 23, 2026, 02:06 PM UTC

   Caseware Cloud Service, Cloud-based Engagement Solutions 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.

3. resolved Feb 23, 2026, 02:26 PM UTC

   Caseware Cloud Service, Cloud-based Engagement Solutions monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Feb 10, 2026, 02:53 PM UTC· resolved Feb 10, 2026, 11:56 PM UTC

1. investigating Feb 10, 2026, 04:22 PM UTC

   We are currently investigating an issue affecting live submissions for Corporation Tax and Companies House. At this time, non-admin users are unable to complete submissions because the “Authorise and Submit” button is not visible during the submission process. This issue does not impact admin users, who are able to submit as expected. We have also identified a related error in which some non-admin users may see an “insufficient rights” message when attempting to view staff member details. Our teams are assessing whether these behaviors are related. Our engineering teams have been able to reproduce the issue and are actively working to identify the root cause and implement a fix. There is currently no workaround available for non-admin users. We will continue to provide updates as progress is made and will share confirmation once the issue has been resolved.

2. identified Feb 10, 2026, 04:43 PM UTC

   The source of the Caseware Cloud Service Performance Degradation has been identified and we have found a potential solution. Work is currently underway to implement a fix, and validation efforts are in progress to ensure the solution fully restores expected functionality for non-admin users. We will provide a further update once the fix has been deployed tomorrow.

3. monitoring Feb 11, 2026, 12:06 AM UTC

   Caseware Cloud Service 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.

4. resolved Feb 11, 2026, 12:17 AM UTC

   Caseware Cloud Service monitoring has resumed successfully - Incident Resolved. We apologize for any inconvenience.

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Started Jan 28, 2026, 05:12 PM UTC· resolved Jan 29, 2026, 06:46 PM UTC

1. identified Jan 28, 2026, 05:12 PM UTC

   We are currently experiencing a temporary outage impacting the Issuev2 Sherlock API and the Issuev2 dataset in the Sherlock Reader/Builder. Our engineering team is actively investigating and working on a fix. We will provide updates as progress is made. Thank you for your patience.

2. identified Jan 28, 2026, 06:00 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Jan 28, 2026, 07:24 PM UTC

   Our engineering teams remain actively engaged and are making progress toward a fix. We will provide further updates once the fix is deployed tomorrow.

4. monitoring Jan 29, 2026, 01:56 PM UTC

   The Issuev2 Sherlock API and the Issuev2 dataset in the Sherlock Reader/Builder 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.

5. monitoring Jan 29, 2026, 05:42 PM UTC

   The Issuev2 Sherlock API and the Issuev2 dataset in the Sherlock Reader/Builder 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.

6. resolved Jan 29, 2026, 06:46 PM UTC

   The Issuev2 Sherlock API and the Issuev2 dataset within the Sherlock Reader/Builder are operating normally. Post-resolution monitoring has completed successfully. At this time, the incident is considered fully resolved. We apologize for any inconvenience.

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Started Dec 04, 2025, 02:26 PM UTC· resolved Dec 04, 2025, 03:26 PM UTC

1. investigating Dec 04, 2025, 02:49 PM UTC

   We are experiencing a Partial Outage of our Caseware Cloud Service in the CA, EU, AP regions. We have received reports from users having issues logging in via Single Sign-On (SSO). 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.

2. monitoring Dec 04, 2025, 03:20 PM UTC

   Logging in via Single Sign-On (SSO)s have resumed normal activity. We are continuing to monitor our systems to ensure that there are no residual issues. We will provide updates as necessary. We apologize for any inconvenience.

3. resolved Dec 04, 2025, 03:53 PM UTC

   This incident has been resolved.

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Started Oct 29, 2025, 03:45 PM UTC· resolved Oct 30, 2025, 12:05 AM UTC

1. investigating Oct 29, 2025, 06:33 PM UTC

   We are experiencing a partial outage for Caseware Cloud Connector in all regions. Initial investigation indicates that these disruptions are related to an ongoing Microsoft outage, which is impacting connectivity and availability for Cloud Connector. Our technical teams are actively monitoring the Microsoft incident and further updates will be provided as it becomes available. We apologize for any inconvenience.

2. identified Oct 29, 2025, 08:02 PM UTC

   The source of the partial outage for Caseware Cloud Connector in all regions has been identified, Microsoft initiated the deployment and actively working. An update will be provided within the hour. We apologize for any inconvenience.

3. monitoring Oct 29, 2025, 09:41 PM UTC

   Cloud-based Engagement Solutions in all regions have resumed normal activity. We are continuing to monitor our systems to ensure that there are no residual issues. We will continue to provide updates as necessary.

4. resolved Oct 29, 2025, 09:52 PM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 05:00 PM UTC· resolved Oct 21, 2025, 09:30 PM UTC

1. investigating Oct 20, 2025, 08:05 PM UTC

   Our teams are working to identify the root cause and determine the necessary corrective actions. We continue to experience unavailability of our firm Authoring (including Enterprise) at this time. An update will be provided within the hour.

2. investigating Oct 20, 2025, 09:16 PM UTC

   Our teams are working to identify the root cause and determine the necessary corrective actions. We continue to experience unavailability of our firm Authoring (including Enterprise) at this time. An update will be provided within the hour.

3. investigating Oct 20, 2025, 09:17 PM UTC

   Our teams are working to identify the root cause and determine the necessary corrective actions. We continue to experience unavailability of our firm Authoring (including Enterprise) at this time. An update will be provided within the hour.

4. monitoring Oct 20, 2025, 09:46 PM UTC

   Cloud-based Engagement Solutions in the United States region 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.

5. monitoring Oct 20, 2025, 09:48 PM UTC

   Cloud-based Engagement Solutions in the United States region 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.

6. monitoring Oct 20, 2025, 10:45 PM UTC

   Cloud-based Engagement Solutions in the United States region has resumed normal activity. We are continuing to monitor our systems to ensure that there are no residual issues. We will continue to provide updates as necessary.

7. resolved Oct 21, 2025, 01:10 AM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 01:42 PM UTC· resolved Oct 20, 2025, 04:02 PM UTC

1. 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.

2. 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

3. 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

4. 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

5. 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.

6. 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.

7. 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.

8. 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.

9. investigating Oct 20, 2025, 06:18 PM UTC

   We are continuing to investigate this issue.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. resolved Oct 21, 2025, 01:54 AM UTC

    This incident has been resolved.

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Started Oct 20, 2025, 06:48 AM UTC· resolved Oct 20, 2025, 08:36 PM UTC

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.

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