Ecanvasser experienced a major incident on September 26, 2022 affecting Ecanvasser Dashboard and Ecanvasser Walk - Mobile App and 1 more component, lasting 3h 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 26, 2022, 09:23 PM UTC
US-based users may be experiencing trouble when logging in to the Ecanvsser Dashabord and Mobile Apps. Our engineering team is currently investigating the issue further. We will send an additional update as soon as we can.
- investigating Sep 26, 2022, 09:24 PM UTC
We are continuing to investigate this issue.
- investigating Sep 26, 2022, 09:57 PM UTC
We are continuing to investigate this issue.
- investigating Sep 26, 2022, 10:15 PM UTC
We are aware of the current issue, working on it urgently and we deeply apologize for this occurrence. It can be expected for the platform to be impacted for up to hours potentially. Please know our development team is working hard to get the matter resolved, and we will share updates as soon as we can.
- resolved Sep 27, 2022, 01:17 AM UTC
This incident has been resolved.
- postmortem Nov 26, 2025, 08:25 AM UTC
# Incident Postmortem Report Date of Incident: 26 September 2022 Time of Impact: 21:15 UTC Duration: Approximately 4 hours ## Summary On 26 September 2022 at 21:15 UTC, US-based users experienced issues accessing the Ecanvasser Web Application and Mobile Applications. Impacted users were unable to successfully log in. The issue was isolated to a subset of traffic originating from the United States region. Full service availability was restored within 4 hours. ## Impact Users based in the United States were unable to log in to the Ecanvasser Webapp or Mobile Apps during the affected window. This resulted in disrupted access to core platform functionality and caused operational delays for customers relying on real-time login capability. ## Detection The issue was identified through a combination of customer reports and internal monitoring alerts indicating elevated authentication errors. ## Root Cause The underlying source of the failure could not be conclusively determined. The symptoms indicated a regionalised authentication or service response degradation, but no definitive system-level or infrastructure-level fault was identified during or after the incident. ## Resolution To restore service, the development team provisioned a duplicate server instance and redirected all relevant traffic to this new instance. Once the switch was completed, authentication success rates returned to normal and users were able to log in without further issues. ## Timeline 21:15 UTC: Issue detected with US-based user logins Shortly after detection: Investigation initiated by development team Remediation step: Duplicate server instance created and traffic switched over Approximately 4 hours after initial detection: Full service restored ## Contributing Factors There was limited diagnostic visibility into localized issues affecting specific geographic regions, which prevented conclusive identification of the root cause. ## Corrective Actions Improvements were made in monitoring and logging to increase visibility into regional authentication anomalies. Processes for rapid duplicate instance creation and traffic rerouting were validated to ensure faster future response. ## Preventive Actions Enhance infrastructure observability to allow earlier detection and clearer diagnosis of region-specific service disruptions. Continue to test and improve failover and rerouting procedures so traffic can be isolated or redirected more quickly if similar issues arise.