Is Eptura down?

We are aware of an issue impacting customer access to Serraview through Google Chrome and Microsoft Edge browsers. Our Engineering team is actively investigating the cause and working to restore normal functionality as quickly as possible. We will provide our next update by 10:35 CST.

A fix has been implemented, and service has been restored. Our Engineering team is actively monitoring the environment to ensure stability and confirm the issue remains resolved. We will remain in the monitoring phase for the next two hours and will provide further updates as needed.

The issue has been resolved, and services are operating normally. Our Engineering team has completed remediation efforts and will continue to monitor the environment to ensure stability. We understand the impact this issue may have caused and appreciate your patience throughout our investigation and resolution process. A detailed Root Cause Analysis (RCA) will be provided within the next 10 business days. Thank you for your understanding.

We are currently investigating an issue affecting the Service Request mobile application where users may encounter an "Invalid Credentials" error after updating the application. As a precaution, we recommend users do not update the app at this time. Our Engineering team is working to identify the cause of the issue and assess the impact. The next update will be posted at 00:00 UTC.

We have implemented a fix to address the issue affecting access to the Service Request mobile app. We are now in the Monitoring Phase and will continue monitoring the service for the next four hours to ensure stability and confirm that customers are no longer experiencing issues accessing the app. Thank you for your patience and understanding as we work to ensure full resolution.

We will be moving into a Resolved status. Users have confirmed both internally and externally that this issue has been fully resolved. We sincerely appreciate your patience and understanding as we worked through this disruption. Thank you for your continued trust and partnership.

We are currently investigating an issue affecting ACS integrations that may prevent updates to Visitor Access Levels from being applied successfully. The issue was identified at approximately 04:10 UTC, and our teams are actively working to determine the root cause and restore normal functionality. We will provide additional updates as more information becomes available. We apologize for any inconvenience and appreciate your patience.

We have implemented a mitigation and are seeing signs of recovery. The affected service is becoming available again for customers. Engineering has completed the rollback and is now monitoring the environment closely to confirm stability and ensure service continues to recover. We know this disruption may have impacted your operations and appreciate your patience while we worked to address the issue. Next update will shared by 12:15 UTC.

Service has been fully restored following the rollback of recent changes related to the Access Control System (ACS) integration and the restart of affected routing services. Post-change validation confirmed that impacted workflows are operating normally. Thank you for your patience while we worked to resolve this issue.

We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. ‌ **Type of Event:** S2 - ACS Integrations - Visitor Access Level Updates failing   **Services/Modules Impacted:** Eptura Visitor – Access Control System \(ACS\) integrations   **Issue Summary/Background:** On August 19, 2026, following a scheduled software deployment, Eptura Visitor experienced intermittent synchronization issues with ACS integrations. During the affected period, some visitor records, temporary access credentials, and visitor access level updates did not synchronize as expected. As a result, automated reception check-in and credential issuance were temporarily impacted at some sites. Facilities continued operations using manual check-in procedures until service was restored.   **Root Cause:** The issue was traced to a software deployment that introduced an unintended application version into the production environment. This version affected the integration services responsible for synchronizing visitor and access information between Eptura Visitor and the physical access control system. The deployment process has since been reviewed, and additional validation measures have been identified to help ensure the correct software version is verified and deployed in future releases.   **Remediation:** To resolve the incident and restore service stability, the following actions were taken: * Rolled back the deployment to the previously stable software version. * Validated visitor record creation, credential assignment, and access level synchronization across affected integrations. * Confirmed restoration of normal service and continued stability through post-incident monitoring.   **Timeline \(UTC\):** **August 19, 2026** **07:16:** First customer issue was reported about QR code scanning failures on the ACS system. **08:32:** The support team involved the Eptura CloudOps team to investigate the issue further. **09:22:** The Eptura engineering team was invoked, and a joint investigation started between the teams; it was identified that the recent software deployment could potentially be the issue. **09:38:** The rollback of the deployment was initiated as a remediation step. **10:12:** The rollback was completed, and post-restoration monitoring began. **12:08:** Customer validation confirmed that visitor creation, credential assignment, and access level updates were functioning normally.   **Total Duration of Event:** 2 hours 56 minutes intermittently   **Preventive Actions:** To prevent similar issues and improve release safety, we are implementing the following enhancements: * Use automated release packaging from a controlled artifact repository for ACS deployments. * Introduce automated version and integrity checks before deployment. * Improve build environment management so outdated or duplicate artifacts cannot be selected unintentionally. * Expand pre-deployment and post-deployment validation to confirm ACS integration health before and after releases.   All services are operating normally, and the platform continues to be monitored closely. Thank you for your understanding as we work to deliver the reliable experience you expect.