CyberFOX Outage History

Started Sep 14, 2026, 01:55 PM UTC· resolved Sep 14, 2026, 04:23 PM UTC

1. investigating Sep 14, 2026, 01:55 PM UTC

   We are investigating an issue causing some AutoElevate agents to appear offline or delay their check-in to our servers. As a precaution, we have applied a temporary throttle on agent settings requests to keep the service stable while we identify the cause. Endpoints remain protected — existing rules and elevation policies continue to enforce locally. You may see agents listed as offline in the Admin Portal, and new setting changes or approvals may be delayed in reaching those endpoints. Our engineering team is actively investigating. We will post an update as soon as we have more information.

2. monitoring Sep 14, 2026, 03:07 PM UTC

   The performance issue affecting agent check-ins was caused by a larger-than-expected load that has reduced. We are gradually easing the temporary throttle on agent settings requests. Agents are reconnecting and returning to normal status. A small number may continue to show as offline for a short time while they check in — no action is required on your part. We are continuing to monitor and will post a final update once all agents have recovered.

3. resolved Sep 14, 2026, 04:23 PM UTC

   This incident is now resolved — all agents have reconnected and are reporting normally. We've removed the temporary throttle on agent settings requests, and the service is back to full capacity. If any agent still shows offline, please open a support ticket so we can look into it. Thanks for your patience while we worked through this.

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Started Sep 10, 2026, 02:19 PM UTC· resolved Sep 10, 2026, 05:28 PM UTC

1. investigating Sep 10, 2026, 02:19 PM UTC

   We are investigating an issue causing some AutoElevate agents to appear offline or delay their check-in to our servers. Following an update deployed last night, agents began refreshing their settings at the same time, which placed unusually high load on the service that delivers agent settings. Endpoints with agents in this state remain protected — existing rules and elevation policies continue to enforce locally. However, you may see agents listed as offline in the Admin Portal, and new setting changes or approvals may be delayed in reaching those endpoints. Our engineering team is actively working to restore normal capacity. We will post an update within 60 minutes or as soon as we have more information.

2. monitoring Sep 10, 2026, 04:51 PM UTC

   The service is now stable. We have applied a throttle to agent settings requests to prevent the surge in check-ins from overloading the service. The majority of agents have reconnected and are reporting normally. A small number of agents are still waiting to receive their updated settings and may continue to show as offline for a short period while they check in under the new throttle. No action is required on your part — these agents will return online automatically. We are continuing to monitor and will post a final update once all agents have recovered.

3. resolved Sep 10, 2026, 05:28 PM UTC

   This incident is resolved. All agents have reconnected and are reporting normally. The temporary throttle on agent settings requests has been removed, and the service is operating at full capacity. If you still see an agent showing as offline, please open a ticket with our support team so we can investigate. We apologize for the disruption and thank you for your patience.

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Started Aug 20, 2026, 01:37 PM UTC· resolved Aug 21, 2026, 11:51 AM UTC

1. monitoring Aug 20, 2026, 01:37 PM UTC

   We are currently performing a controlled platform deployment across DNS services, user authentication, agent authentication, and several supporting services. During this deployment, some services may experience intermittent reliability issues for the next approximately two hours. DNS resolution remains our highest priority. We are actively monitoring the platform throughout the deployment and have safeguards in place to detect and address any impact to DNS availability as quickly as possible. We understand the critical role Cyberfox DNS plays in your environment and are treating this deployment with the highest level of care. Our team is monitoring the rollout closely and will provide updates as the deployment progresses. Thank you for your patience while we complete this work.

2. monitoring Aug 20, 2026, 02:06 PM UTC

   We are continuing to monitor for any further issues.

3. resolved Aug 21, 2026, 11:51 AM UTC

   This incident has been resolved.

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Started Jun 15, 2026, 04:35 PM UTC· resolved Jun 15, 2026, 07:51 PM UTC

1. investigating Jun 15, 2026, 04:35 PM UTC

   We are investigating an issue with the Password Boss WebApp Windows Helper.

2. resolved Jun 15, 2026, 07:51 PM UTC

   The issue with the Password Boss Webapp Windows Helper has been resolved. Users should update to the latest version 1.2.0 by using the Menu > Get Apps.

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Started Apr 15, 2026, 05:59 PM UTC· resolved Apr 17, 2026, 08:23 AM UTC

1. investigating Apr 15, 2026, 05:59 PM UTC

   We are currently investigating reports of resolution issues affecting some users who have updated to our latest version or are deploying the new version of our DNS Client, specifically when attempting to access certain sites that were previously blocked. Our team is actively working on a solution to ensure uninterrupted access for all users

2. resolved Apr 20, 2026, 08:23 AM UTC

   We identified an issue affecting some users running the latest version of our DNS Client when accessing certain sites that were previously blocked. This behavior was linked to recent changes in upstream load balancing behavior during the handling of HTTP/2 to HTTP/1.1 traffic, including differences in how headers and compression are processed and forwarded between services. The agent now operates with both formats and compression strategies in our load balancer and edge environments. With this update, resolution behavior has been restored and access should now be functioning as expected.

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Started Mar 23, 2026, 05:00 PM UTC· resolved Mar 23, 2026, 05:00 PM UTC

1. resolved Mar 24, 2026, 06:00 PM UTC

   Update on Brief DNS Disruption from 3/23/26 from ~12:45 - 1:15 PM We wanted to share a brief update regarding a short‑lived DNS issue that occurred on Monday, 3/23/26. During this time, our core DNS platform remained online and fully operational. We observed a routine infrastructure event in our cloud environment. While this activity is normally transparent, a small number of desktop clients did not immediately reconnect as expected. As a result, a limited subset of users experienced temporary DNS resolution issues. This was not a system‑wide outage, and the impact was isolated. The issue was resolved as affected clients re‑established connectivity, and no backend services required intervention. To further reduce the likelihood of this scenario in the future: * We have client‑side improvements coming in an upcoming desktop client release to enhance automatic recovery. * We are continuing to strengthen backend failover and routing behavior during brief infrastructure transitions. We understand how critical DNS reliability is and appreciate your patience. Please don’t hesitate to reach out if you have questions or would like to discuss this further with your customers.

2. postmortem Mar 24, 2026, 06:00 PM UTC

   ## **Clarified Incident Summary \(Refined Draft\)** We’ve completed an initial review of the recent DNS disruption and wanted to share a brief update. During the event, **core backend DNS services** — including client assignment, policy calculation, cache, and internal resolution — **remained healthy and within normal operating thresholds**. There was no indication of a backend-wide outage or systemic DNS resolver failure. We did observe a **short-lived infrastructure event** in which compute instances were cycled as part of standard cloud lifecycle behavior. While this activity is expected and normally transparent, it appears to have intersected with **client-side behavior** in a limited set of scenarios. Based on current analysis, **impact was limited to a small subset of users**, primarily those running the **desktop DNS client**. In these cases, some clients may not have fully re-established state following upstream infrastructure changes, resulting in **intermittent DNS resolution failures despite backend availability**. To address this class of issue, an **upcoming desktop client release** includes improvements to client-side recovery logic — specifically around **session rehydration and resolver failover handling** — to ensure more reliable recovery during transient infrastructure events. In parallel, we are continuing work to **optimize backend failover behavior**, including reducing switching time and improving cross‑datacenter traffic re‑routing to further harden the platform during short-lived infrastructure transitions. A deeper review is ongoing to fully correlate **client behavior, infrastructure state, and network conditions** during the incident window. We will share additional findings as they become available. We appreciate your patience and take reliability very seriously. ## **Approximate Timeline \(High Confidence\)** > _Times are approximate and based on internal observations and message timestamps._ * **~12:45–1:00 PM ET** First internal reports of DNS resolution issues begin to surface, primarily affecting desktop clients. * **~1:00–1:20 PM ET** Engineering confirms backend DNS components are operational; infrastructure instance cycling observed during this window. * **~1:20–1:45 PM ET** Additional instances added as a precaution; backend traffic and resolver responses confirmed healthy. Focus shifts toward client-side behavior. * **~2:00 PM ET onward** Impact appears limited to a subset of desktop clients. Clients recover as state is re-established or DNS settings are reset. Deeper investigation initiated.

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Started Feb 18, 2026, 12:58 AM UTC· resolved Feb 18, 2026, 03:39 AM UTC

1. investigating Feb 18, 2026, 12:58 AM UTC

   We are currently investigating the issue that seems to be caused by our upstream provider.

2. identified Feb 18, 2026, 01:14 AM UTC

   The issue has been identified within the Heroku platform and they are actively working to resolve it. We will provide updates as soon we receive them.

3. identified Feb 18, 2026, 01:28 AM UTC

   We are continuing to look to our upstream provider on a fix for this issue.

4. monitoring Feb 18, 2026, 02:47 AM UTC

   Services are recovering and returning to normal. We are continuing to monitor and will post additional updates here if the issue persists.

5. resolved Feb 18, 2026, 03:39 AM UTC

   All AutoElevate services are back up and running as normal. Heroku (upstream provider) updates their status page with the following: "We’ve confirmed that the solution implemented to mitigate the issue causing the service disruption was successful. Engineers have observed that the service is stable and have resolved the incident. Customers should no longer see any impact. We will fully investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. We apologize for how you and your business may have been affected by this incident." https://status.heroku.com/incidents/2915

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Started Feb 02, 2026, 10:50 PM UTC· resolved Mar 04, 2026, 04:48 PM UTC

1. monitoring Feb 02, 2026, 10:50 PM UTC

   We’re aware that some customers are experiencing delays with their reports. We’re currently performing a database schema upgrade as part of an ongoing data migration, which may take some time to complete. During this process, some data may appear temporarily missing and reports may be slower than usual. We expect performance to normalize shortly as the migration progresses, and we appreciate your patience while we complete this work. DNS resolver performance is not impacted under any circumstances, as this maintenance is strictly limited to reporting and report ingestion from an isolated queueing pipeline that is fully independent of the resolver subsystem.

2. resolved Mar 04, 2026, 04:48 PM UTC

   This incident has been resolved.

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Started Jan 26, 2026, 04:45 PM UTC· resolved Jan 27, 2026, 02:47 PM UTC

1. investigating Jan 26, 2026, 04:45 PM UTC

   We’re currently investigating reports of elevated latency affecting one of our regions. The CyberFOX DNS team is actively working to identify the cause and restore normal performance as quickly as possible. We’ll share updates as more information becomes available. Thanks for your patience!

2. resolved Jan 27, 2026, 02:47 PM UTC

   CyberFOX DNS Incident Update Yesterday at 10:00 AM EST, we identified a routing configuration issue following a recent upstream network optimization. This issue caused traffic to not be evenly balanced across cluster instances as intended. As a result, several clusters responsible for DNS filtering became overutilized, reaching 90%+ capacity, which led to slower DNS resolution for some users and intermittent resolution failures for others. Our team immediately began mitigation efforts by manually adding additional resources to the affected clusters. While this rebalance was in progress, we temporarily shifted a portion of traffic from US East to US West, which helped stabilize performance while the corrected configuration was being deployed. 10:30 AM EST: Traffic levels returned to normal in our monitoring, and we began gradually shifting traffic back to US East. 12:10 PM EST: All traffic and DNS resolution performance were fully restored and operating normally. Preventative Measures To help prevent similar issues in the future, we have implemented additional monitoring and alerting on our load balancers and cluster instances to detect imbalance and elevated utilization earlier. We appreciate your patience and understanding while we worked through this issue. As always, thank you for trusting CyberFOX DNS.

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Started Jan 22, 2026, 01:47 PM UTC· resolved Feb 03, 2026, 04:35 PM UTC

1. monitoring Jan 22, 2026, 01:47 PM UTC

   Monitoring – A recent Google Chrome update caused some users to experience issues signing into the Password Boss WebApp and/or the Password Boss browser extension. Our team deployed an update today to address this behavior, and you should begin seeing improvements throughout the day. If you are still experiencing problems, please follow the steps below to clear cached data: Troubleshooting Steps - Open the Password Boss WebApp - Right‑click anywhere on the page - Select Inspect - Go to Application - Choose Storage - Click Clear Site Data After clearing the data, reload the WebApp and sign back in. We’ll continue monitoring until fully resolved.

2. resolved Feb 03, 2026, 04:35 PM UTC

   This incident has been resolved.

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Started Dec 03, 2025, 01:00 AM UTC· resolved Dec 03, 2025, 12:45 PM UTC

1. resolved Dec 03, 2025, 02:43 PM UTC

   Yesterday, our automated SSL certificate import process encountered an unexpected failure. As a result, an expired certificate remained briefly active in our Content Delivery Service for the Password Boss services. The issue was promptly identified and addressed. Within minutes of discovery, the updated certificate was manually installed, restoring full functionality. All services are now operating normally with no residual impact. We are conducting a thorough review of our certificate automation workflows to strengthen reliability and prevent similar occurrences in the future. Enhancements will include additional monitoring, validation checks, and failover safeguards to ensure seamless certificate updates going forward.

2. postmortem Dec 03, 2025, 02:50 PM UTC

   # SSL Certificate Automation Failure ## Summary On **December 3, 2025 at 00:00 UTC \(December 2, 2025 at 8:00 PM EST\)**, our automated SSL certificate import process experienced a failure. As a result, an expired certificate briefly remained active on our Content Delivery Service. ## Impact * **Duration:** The issue began at 00:00 UTC / 8:00 PM EST. * **Identification:** The incident was identified at **7:30 AM EST** on December 3. * **Resolution:** The updated certificate was manually installed by **7:45 AM EST**, restoring secure connections. * **Scope:** Limited to the Content Delivery Service for the Password Boss services. * **Customer Experience:** Some customers may have seen browser or application warnings about insecure connections. No data was compromised, and service availability was maintained. ## Resolution The issue was detected by our operations team at 7:30 AM EST and resolved within 15 minutes through manual certificate installation. All services are now fully operational. ## Preventive Actions We are implementing several improvements to strengthen reliability and prevent similar incidents: * **Automation Review:** Comprehensive audit of all certificate automation processes. * **Validation Checks:** Adding success verification steps to confirm certificates are properly imported. * **Real‑Time Alerts:** Enhancing monitoring to notify our team immediately if a failure occurs. * **SSL Monitoring Enhancements:** Expanding monitoring of SSL certificate services to identify and alert even faster at the moment of failure. * **Resilience Enhancements:** Introducing fallback mechanisms to ensure certificates are applied even if automation fails. ## Commitment We take our customers' trust and security seriously. While this incident was short‑lived and contained, it highlighted the importance of robust certificate lifecycle management. The corrective actions underway will reduce the likelihood of recurrence and further strengthen the reliability of our services.

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Started Oct 20, 2025, 02:53 PM UTC· resolved Oct 20, 2025, 11:06 PM UTC

1. monitoring Oct 20, 2025, 02:53 PM UTC

   AWS is currently experiencing a service outage impacting multiple regions. This may affect connectivity, application performance, and the availability of services hosted on AWS infrastructure. The AWS Health Dashboard confirms active issues, and their engineering teams are working to resolve them. We will continue to monitor the situation and provide updates as they become available. You can follow AWS updates directly via the AWS Health Dashboard. (https://health.aws.amazon.com/health/status) Heroku is also experiencing a multi-cloud service disruption due to a DNS-related issue from a third-party cloud provider. This is affecting Apps, Data Services, & Tools, including AutoElevate. Autoelevate agents will continue to operate with the existing rulesets, but new requests will be disrupted until the Heroku service is restored. A fix has been implemented and is showing positive results, but Heroku’s team is still actively monitoring the situation. For real-time updates, visit the Heroku Status Page. (https://status.salesforce.com/products/Heroku) Impact on Our Services Some of our services may be intermittently affected due to these upstream outages. We are actively working to mitigate any impact and will keep you informed as more details become available. Thank you for your patience and understanding.

2. monitoring Oct 20, 2025, 05:57 PM UTC

   AWS is still experiencing an outage affecting the scalability of our services. Recovery is underway with early signs of improvement in some zones. Heroku is also impacted by the AWS outage and has paused automated remediation while it monitors recovery. Our services are still intermittently affected due to these upstream outages. We are actively working to mitigate any impact and will keep you informed as more details become available. Thank you for your patience and understanding.

3. monitoring Oct 20, 2025, 09:38 PM UTC

   As of 4:52 PM EDT, AWS has continued to reduce throttling for EC2 instance launches in the US-EAST-1 Region. We are seeing steady progress toward pre-incident levels across all Availability Zones (AZs). This improvement has allowed our services to resume normal operations and scale appropriately. All previously backlogged queues have been cleared, and we anticipate a full return to normal service as AWS expects to resolve the incident within the next two hours. We will continue to monitor updates from our upstream providers and our services closely.

4. resolved Oct 20, 2025, 11:06 PM UTC

   AWS has resolved an incident that caused increased error rates and latency for several AWS services. This issue impacted some CyberFOX services that rely on AWS infrastructure, including scaling of services, analytics, and reporting functions. All CyberFOX services are now fully operational. A small backlog of non-critical data is still being processed, but no further customer impact is expected. Thank you for your patience while AWS worked to restore service. We will continue monitoring and share any relevant updates if needed.

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Started Jul 29, 2025, 11:13 PM UTC· resolved Aug 11, 2025, 09:59 PM UTC

1. identified Jul 29, 2025, 11:13 PM UTC

   We are currently experiencing elevated error rates and latency across parts of our infrastructure due to capacity limits being reached. This may impact users attempting to [log in and perform updates] Our engineering team has identified the root cause as a database replication deadlock. The engineering team is currently working on resolving the issue.

2. monitoring Jul 29, 2025, 11:23 PM UTC

   The deadlock was manually cleared by our Cloud Engineering team. All systems are now stable and fully operational. We are actively investigating the root cause to understand how this issue occurred and to prevent similar problems in the future. Initial findings suggest the deadlock may be related to continuous replication across regions following a brief burst of high latency in one of the target regions. We appreciate your patience and understanding while we worked to restore normal operations.

3. monitoring Jul 30, 2025, 12:32 AM UTC

   We are continuing to monitor for any further issues.

4. monitoring Jul 30, 2025, 09:54 PM UTC

   As a precautionary measure to prevent potential performance issues, we have decided to keep a background worker offline temporarily. No side effects are expected to be noticed by customers. A patch is scheduled to be deployed today, which we anticipate will provide a permanent fix and enhance overall system performance. It's worth noting that this fix will be part of our regular cycle of updates and will contain other changes and improvements. Thank you for your understanding.

5. monitoring Jul 31, 2025, 09:22 PM UTC

   All instances should now be running the latest version of Password Boss. However, we’re aware that some users with large accounts are still experiencing slower-than-normal sync times. Our engineering team is actively addressing these performance issues. We’re taking a measured approach to ensure stability while improvements are deployed. We anticipate releasing one or two targeted patches over the weekend and into early next week to resolve the remaining bottlenecks. Likewise, we sincerely appreciate your continued patience as we work through these challenges and the feedback received. In some cases, we may reach out directly to affected users to gather additional context and provide more personalized assistance and to gather client-side information.

6. monitoring Aug 01, 2025, 08:58 PM UTC

   We’ve identified all remaining issues affecting performance for some users—primarily those with large accounts. The root causes have been confirmed, and a patch is currently in development. Rather than incremental fixes, we’ll be rolling out a single, consolidated update to address these issues. This patch is expected to be released early next week after testing concludes. In the meantime, system performance remains stable, and we continue to monitor closely. We appreciate your continued patience and support as we work to finalize this resolution.

7. monitoring Aug 08, 2025, 05:20 PM UTC

   We’re pleased to share that we are releasing a major update today to address the recent performance issues, particularly those affecting users with larger accounts. What to Expect: Release Timing: The patch will be rolled out later today (Starting 3 PM EST), following final quality checks. This single update includes all necessary solutions to resolve the identified problems, there's one final update to improve sync performance expected released next week. Minimal Disruption: We are not currently anticipating any disruption, some users may have to unlock their vault after the update applies. Once the update is live, users should see immediate improvements in system responsiveness. Our team will continue to closely monitor performance to ensure ongoing stability. Thank you for your continued patience and support as we work to deliver the best possible experience. We’ll keep you informed throughout today’s release process.

8. monitoring Aug 09, 2025, 01:49 AM UTC

   After further investigation during monitoring the release, we discovered that a specific performance setting (buffering) was enabled for WebSocket connections on one of our load balancers. We identified this as the final cause behind some remaining login and performance issues. Through close collaboration between our cloud engineering and development teams, we’ve already released a targeted hotfix to address this. We are now closely monitoring the platform, but do not anticipate any further changes will be necessary to resolve this matter. Ongoing performance enhancements will continue as planned, though they are unrelated to the issue described here. Most users are now running the latest version, and we expect remaining users to receive the update within the next few hours, at which point all related issues should be fully resolved. If no further problems are identified, we’ll formally close this issue. Otherwise, we’ll share additional updates as needed. Thank you for your patience and support throughout this process.

9. resolved Aug 11, 2025, 09:59 PM UTC

   We’re pleased to report that all issues previously affecting some customers have now been fully resolved. Our team has thoroughly monitored system performance and confirmed stability across all accounts. Looking ahead, we have a scheduled performance update planned that will require an update to both our desktop and mobile applications. We’ll share more details and guidance on this update soon. With all related issues addressed, we are now closing this incident. Thank you for your patience and continued support.

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Started Jul 18, 2025, 09:07 PM UTC· resolved Aug 22, 2025, 12:49 PM UTC

1. investigating Jul 18, 2025, 09:07 PM UTC

   We are aware of an issue causing system instability, specifically computers locking up or freezing, particularly when waking from hibernation. This issue appears to be related to a Windows update released in early July and affects systems with the Blocker feature enabled in AutoElevate. We recommend temporarily disabling the Blocker feature or rolling back the following Windows updates: KB5058499, KB5063060, KB5060842, KB5060829, KB5062553, and KB5054979. We are actively investigating and monitoring the situation. For more information, please visit our FAQ: https://support.cyberfox.com/494146-faq/computers-locking-up-or-freezing-especially-when-coming-out-of-hibernation

2. investigating Jul 22, 2025, 12:46 PM UTC

   We are still investigating the issue and working on a potential resolution. Thank you for your patience.

3. investigating Jul 23, 2025, 01:51 PM UTC

   We are still investigating the issue and working on a potential resolution. Thank you for your patience.

4. identified Jul 25, 2025, 03:44 PM UTC

   We are still investigating the issue and working on a potential resolution with an updated version of the AutoElevate agent. If you have opened a ticket with the support team, instructions to access the new version have been sent to you. If you would like to test the latest version of the agent, please contact us at [email protected]. Once we confirm the resolution with this version, the agent will be updated on all devices.

5. identified Jul 31, 2025, 10:04 PM UTC

   We have identified a potential issue between the AutoElevate blocker agent and the recent Windows updates. We have a new agent with additional updates for a possible resolution. If you would like to test the latest version of the agent, please contact us at [email protected]. Once we confirm the resolution with this version, the agent will be released and available for all devices.

6. identified Aug 05, 2025, 12:14 AM UTC

   We have released a new version of the AutoElevate agent (v2.10.23.0) to internal systems on July 30th, and to all clients with open tickets who were previously testing v2.10.20.0 on July 31st. So far, we have not experienced any system freezes internally, and we have not received any new reports of freezing from clients testing the latest version. If this trend continues through Wednesday, August 7th, we plan to begin a full rollout to all customers starting Tuesday, August 12th. If you would like to test v2.10.23.0 in your own environment, you can download it here: 👉 Download v2.10.23.0 Agent: https://autoelevate-installers.s3.us-east-2.amazonaws.com/versions/AESetup-2.10.23.0.msi Alternatively, if you'd like us to auto-update your agents, please contact us at [email protected].

7. monitoring Aug 14, 2025, 12:56 PM UTC

   The fix build (v2.10.24) is now being rolled out in GA to all partners. Please see the following article for more information: https://roadmap.cyberfox.com/changelog/windows-agent-v21024-ga-rollout-begins-august-12th We will continue to monitor and be alert to any issues throughout the rollout process.

8. resolved Aug 22, 2025, 12:49 PM UTC

   Rollout complete, issue resolved. Please make sure that your deployment scripts are not pointing to any specific older versions of the installer. If you do mistakenly install an older version, use the "Update" action in the Admin Portal Computers grid to update those agents to the latest version.

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Started Jun 24, 2025, 10:00 PM UTC· resolved Jul 01, 2025, 12:33 AM UTC

1. identified Jun 24, 2025, 10:00 PM UTC

   We identified another issue after we deployed a fix in the previous incident (https://status.cyberfox.com/incidents/rwzy92rss5fh) We apologize for any inconvenience this may cause and assure you that our team is working diligently to minimize the impact on your user experience.

2. monitoring Jun 24, 2025, 11:42 PM UTC

   The issue affecting accounts has been resolved with a temporary patch, and systems are currently stable. A permanent solution is in development, and progress is being actively monitored. > In the meantime, please avoid using the recycle bin recovery feature for secure items. A further update will be shared once the permanent fix is deployed.

3. resolved Jul 01, 2025, 12:33 AM UTC

   An update has been deployed that should resolve this issue.

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Started Jun 24, 2025, 04:10 PM UTC· resolved Jun 24, 2025, 08:54 PM UTC

1. investigating Jun 24, 2025, 04:10 PM UTC

   We are investigating an issue with some of our backend services being degraded, you may experience a temporary interruption in Signing into Password Boss. We apologize for any inconvenience this may cause and assure you that our team is working diligently to minimize the impact on your user experience.

2. resolved Jun 24, 2025, 08:54 PM UTC

   We've successfully resolved the issue from this morning which was causing long response times, and all services are back to normal. We appreciate your patience and understanding as we work to ensure the stability and reliability of our services.

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Started Jun 10, 2025, 03:02 PM UTC· resolved Jun 11, 2025, 01:31 PM UTC

1. monitoring Jun 10, 2025, 03:02 PM UTC

   Company & Location merging is currently not available due to an upstream provider issue. All other systems and features are up and running at this time. We will be monitoring and posting here progress as we receive information from our provider.

2. monitoring Jun 10, 2025, 09:07 PM UTC

   Company & Location merging appears to be working again and we are currently monitoring the upstream provider issue. All other systems and features are up and running at this time. We will be monitoring and posting here progress as we receive information from our provider. Here is a link with additional details from our upstream provider: https://status.heroku.com/incidents/2822

3. resolved Jun 11, 2025, 01:31 PM UTC

   We have been monitoring the issue and our upstream provider has resolved the issue.

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Started Jun 02, 2025, 09:40 PM UTC· resolved Jun 03, 2025, 12:34 PM UTC

1. investigating Jun 02, 2025, 09:40 PM UTC

   We are investigating API calls within PasswordBoss that are experiencing slowness. Thank you for your understanding and we'll do our best to get this resolved. If you have any questions or concerns, please don't hesitate to reach out to our support team.

2. resolved Jun 03, 2025, 12:34 PM UTC

   This incident has been resolved.

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Started Jan 31, 2025, 04:06 PM UTC· resolved Feb 03, 2025, 10:39 PM UTC

1. investigating Jan 31, 2025, 04:06 PM UTC

   We are investigating an issue with some of our backend services being degraded, you may experience a temporary interruption in Signing into Password Boss. We apologize for any inconvenience this may cause and assure you that our team is working diligently to minimize the impact on your user experience.

2. monitoring Jan 31, 2025, 08:45 PM UTC

   We have identified the root cause of the service degradation impacting some users’ ability to sign into Password Boss. We are currently monitoring the changes we made to make sure everything runs smoothly. Thank you for your patience.

3. resolved Feb 03, 2025, 10:39 PM UTC

   This incident has been resolved.

4. postmortem Feb 26, 2025, 03:52 PM UTC

   **Issue Overview** On February 17, PasswordBoss underwent scheduled maintenance to deploy a system update to address several key issues related to performance, user experience, and system functionality with our [partner.passwordboss.com](http://partner.passwordboss.com) website. Despite careful planning to minimize disruptions, some users may have experienced temporary difficulties accessing services during the update window. The technical details of the update included improvements to: * **Companies Query Performance:** Optimizing how companies' data is queried in paginated batches to improve efficiency and speed. * **Subscription Layout Improvements:** Enhancing the user interface for subscription-related pages. * **License Validation Update:** Using previously cached data for validation. * **Removal of User Roles:** Streamlining user permissions by removing outdated or unnecessary roles. * **Environment Adjustments:** Adjustments such as page size and batch processing. **Actions Taken** **February 13, 2023 \(11:00 AM EST\):** A new version of the partner portal was created to address the identified issues. This marked the beginning of the update's development and testing phase. The team worked diligently to ensure all improvements were thoroughly tested before deployment. **February 17, 2023 \(16:44 EST\):** PasswordBoss announced the scheduled maintenance and informed users about the potential impact of signing in during the update window. This proactive communication ensured transparency and prepared users for any temporary inconvenience. **February 17, 2023 \(16:45 EST\):** The scheduled maintenance officially began. The engineering and cloud engineering teams started deploying the updates and closely monitored the system to ensure a smooth transition. **February 17, 2023 \(18:45 EST\):** The maintenance was completed ahead of schedule. All updates were deployed without major issues, and full functionality was restored. The team conducted post-update checks to confirm that all improvements were functioning as intended. We apologize for any inconvenience and thank you for your understanding.

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Started Jan 07, 2025, 12:40 AM UTC· resolved Jan 07, 2025, 05:31 AM UTC

1. identified Jan 07, 2025, 12:40 AM UTC

   Our cloud engineering team is currently working to resolve an issue affecting our main database. During this time, you may experience brief service interruptions, but we expect any disruptions to be short-lived. We apologize for the inconvenience and appreciate your patience as we work to resolve the issue.

2. monitoring Jan 07, 2025, 01:31 AM UTC

   Our cloud engineering team has resolved the issue affecting our main database. Services have returned to normal and any disruptions experienced should now be cleared. We appreciate your patience while we worked to resolve the issue and will continue to monitor for any further concerns.

3. resolved Jan 07, 2025, 05:31 AM UTC

   The issue affecting our main database has been fully resolved. All services are functioning normally.

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Started Dec 12, 2024, 05:38 PM UTC· resolved Dec 12, 2024, 08:07 PM UTC

1. investigating Dec 12, 2024, 05:38 PM UTC

   We are investigating an issue with some of our backend services being degraded, you may experience a temporary interruption signing into Password Boss. We apologize for any inconvenience this may cause and assure you that our team is working diligently to minimize the impact on your user experience.

2. monitoring Dec 12, 2024, 07:01 PM UTC

   We have identified the root cause of the service degradation impacting some users’ ability to sign into Password Boss. The issue was traced to a instance not releasing database connections as expected. Our engineering team took immediate action to replace the affected instance, and the system has since returned to normal operation. We are actively monitoring the environment to ensure continued stability and are implementing safeguards to prevent a recurrence of this issue. We sincerely apologize for the inconvenience this may have caused and appreciate your patience as we worked to resolve it. If you continue to experience any issues, please reach out to our support team for further assistance.

3. resolved Dec 12, 2024, 08:07 PM UTC

   This incident has been resolved.

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