Eptura Workplace Outage History

Started Jul 15, 2025, 03:40 PM UTC· resolved Jul 17, 2025, 12:34 PM UTC

1. investigating Jul 15, 2025, 03:40 PM UTC

   Our third-party vendor's Office 365 Integration has stopped sending update messages (webhooks) to the Eptura Calendar service, causing no new calendar events or updates to sync. We have contacted the vendor and are working with them to resolve the issue. We are awaiting an estimated time of resolution and will provide updates as soon as possible. Once the issue is fixed, there may be some delay in syncing your Microsoft and Eptura calendars. We apologize for any inconvenience and are committed to restoring full functionality as quickly as we can. Thank you for your understanding and patience. Our next update will be provided at 1:00 PM CT

2. investigating Jul 15, 2025, 06:31 PM UTC

   Our third-party vendor’s Office 365 integration is still under investigation. At this time, update messages (webhooks) from Microsoft are not reaching the Eptura Calendar service, preventing new calendar events and updates from syncing. We are actively working with the vendor to identify the root cause and restore functionality. While we do not yet have an estimated time for resolution, we will continue to share updates as we learn more. We apologize for the inconvenience and appreciate your continued patience as we work to resolve this issue.

3. investigating Jul 15, 2025, 11:59 PM UTC

   Our third-party vendor’s Office 365 continues to investigate. We are actively working with the vendor to identify the root cause and restore functionality. While we do not yet have an estimated time for resolution, we will continue to share updates as we learn more. The next update will be 1 AM CST. We apologize for the inconvenience and appreciate your continued patience as we work to resolve this issue.

4. monitoring Jul 16, 2025, 07:30 AM UTC

   The third-party vendor has provided a possible solution, and our team is currently implementing/monitoring the situation. While we do not yet have an estimated time for confirmation, however, we will continue to share updates as we learn more. We apologize for any inconvenience and are committed to restoring full functionality as soon as possible. Thank you for your understanding and patience. Our next update will be provided at 6:30 AM CST.

5. monitoring Jul 16, 2025, 12:21 PM UTC

   Our Engineering team has identified that the system is working on clearing the backlog of events. As it is taking longer than normal due to sudden influx of events, some delays are expected to continue till the queue is fully cleared. We shall continue to monitor the situation and post an update by 18:30 US Central Time.

6. monitoring Jul 16, 2025, 05:04 PM UTC

   The syncing problem between Microsoft Exchange and Eptura Workplace has been resolved. Our team is actively processing the backlog of events that occurred during this time period. To expedite this process, we have scaled our capacity, and we expect the backlog to be fully processed by the start of business on July 17. Please note that desk bookings (ME Spaces) in Workplace are not affected. There may be a short delay in syncing your Microsoft and Eptura calendars. We appreciate your understanding and patience as we work to ensure everything is running smoothly.

7. resolved Jul 17, 2025, 12:34 PM UTC

   Our team has completed the backlog of pending events, and the system is fully functional now.

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Started Jun 10, 2025, 07:53 PM UTC· resolved Jun 10, 2025, 08:31 PM UTC

1. investigating Jun 10, 2025, 07:53 PM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. resolved Jun 10, 2025, 08:31 PM UTC

   Please disregard this alert as it was posted by mistake. All sites are working as expected. We apologize for any inconvenience.

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Started Jun 04, 2025, 10:49 AM UTC· resolved Jun 05, 2025, 07:38 AM UTC

1. investigating Jun 04, 2025, 10:49 AM UTC

   An issue with Workplace authentication service has been reported. Our Infrastructure team is looking into the issue.

2. monitoring Jun 04, 2025, 12:53 PM UTC

   A fix has been implemented and we are currently monitoring the same.

3. resolved Jun 05, 2025, 07:38 AM UTC

   We have continued monitoring and are pleased to confirm that the issue affecting intermittent login failures for Workplace users has been fully resolved with no further disruptions observed. A detailed Root Cause Analysis (RCA) will be published within 10 business days. Thank you for your continued patience and understanding.

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Started Apr 03, 2025, 08:05 PM UTC· resolved Apr 07, 2025, 04:26 PM UTC

1. investigating Apr 03, 2025, 08:05 PM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. investigating Apr 03, 2025, 08:13 PM UTC

   We are currently investigating an issue with workplace floorplan tiles not loading. Our Engineering team is currently investigating to determine the cause of the disruption. Next update will be posted at 5:30 CST

3. identified Apr 03, 2025, 10:27 PM UTC

   Our Engineering team has identified the cause of the disruption affecting the Space floorplan tile not loading. We are now working on implementing a solution to restore full functionality. We will continue to monitor the situation closely and provide the next update by 9:30 pm CST. We appreciate your patience as we work to resolve this issue.

4. identified Apr 04, 2025, 06:58 AM UTC

   Our Engineering team is currently investigating an issue with workplace floorplan tiles not loading and has identified the cause of the disruption. We will update you when we have more information. We appreciate your patience as we work to resolve this issue.

5. identified Apr 04, 2025, 01:34 PM UTC

   Our engineering team is actively working on implementing a solution to restore full functionality to the Workplace floorplan tiles that are currently not loading. We are closely monitoring the situation and will provide updates as soon as more information becomes available. We appreciate your patience and understanding as we work to resolve this issue.

6. identified Apr 04, 2025, 07:54 PM UTC

   Our engineering team continues to work on implementing a solution to restore full functionality to the Workplace floorplan tiles that are currently not loading. We are closely monitoring the situation and will provide updates as soon as more information becomes available. We appreciate your patience and understanding as we work to resolve this issue.

7. identified Apr 04, 2025, 10:25 PM UTC

   Our engineering team will continue working on this issue over the weekend as we investigate the code. We will provide further updates as we gather more information. We appreciate your patience as we work to resolve this issue.

8. identified Apr 07, 2025, 08:47 AM UTC

   Our engineering team has made some updates to address the issue affecting floorplan visibility. While we have seen improvements in some areas, we are still investigating the code to resolve this issue and ensure full resolution. We appreciate your continued patience and will share further updates as they become available.

9. monitoring Apr 07, 2025, 01:00 PM UTC

   We’ve implemented a fix for the issue impacting Workplace floorplan tiles and are actively monitoring the situation to ensure continued stability and performance. If you’re still experiencing any problems, please reach out to our support team through your existing support case on the Customer Hub (or create a new one if none exists). Our next update will be shared by 9:00 AM CST.

10. resolved Apr 07, 2025, 04:26 PM UTC

    We are pleased to inform you that the issue with workplace floorplan tiles not loading has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.

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Started Apr 03, 2025, 08:05 AM UTC· resolved Apr 03, 2025, 11:24 PM UTC

1. investigating Apr 03, 2025, 08:05 AM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. investigating Apr 03, 2025, 08:30 AM UTC

   Eptura Workplace application is not accessible. We are currently investigating the issue.

3. monitoring Apr 03, 2025, 09:03 AM UTC

   The issue has been fixed. We shall continue to monitor the situation for next 8 hours.

4. resolved Apr 03, 2025, 11:24 PM UTC

   We are pleased to inform you that the issue with Workplace not being accessible has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out

5. postmortem May 05, 2025, 09:53 PM UTC

   **Eptura Workplace Detailed Root Cause Analysis | 04/17/2025** **S1 -Workplace site not accessible** We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** On April 3rd, clients encountered an error when attempting to log into their Eptura Workplace instance **Type of Event:** Outage **Service/Modules Impacted:** Production Environments **Timeline:** \(Times are in CST\) 2:38 AM - Support received the initial report from a customer that they were unable to access the platform. 3:02 AM - Support confirmed the issue and notified the Cloud Operations team, and the investigation began. 3:05 AM - Support notified clients of the disruption via Status Page. 3:54 AM - Cloud Operations reached out to support to confirm after restarting the service. 4:03 AM - Status page has been updated that the fix has been released and status updated to monitoring 11:24 PM - While monitoring, no additional reports were received, and the incident was closed. **Total Duration of Event:** 1 hour 56 minutes **Root Cause:** The issue arose due to a temporary glitch in the OAuth login process, which is the system that securely signs users into our site. Instead of receiving the expected data, the system encountered some error pages \(502 Bad Gateway\), leading to a brief disruption in service. **Remediation:** We quickly identified the affected services—auth, app-info, preference, and ioffice-connect—and restarted them. This action resolved the issue and restored normal functionality, ensuring that everything is running smoothly. **Preventative Action:** To prevent similar incidents in the future, our CloudOps team is implementing enhanced monitoring processes for the Auth Service. These new measures will help us detect and address any issues more promptly, ensuring that our system remains robust and reliable. Thank you for your patience and understanding during this disruption and we assure you that we are dedicated to continually improving our services to better serve your needs.

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Started Mar 31, 2025, 02:19 AM UTC· resolved Mar 31, 2025, 11:08 PM UTC

1. investigating Mar 31, 2025, 02:19 AM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. investigating Mar 31, 2025, 02:25 AM UTC

   Eptura Workplace users who use SSO to log in are being presented with the below error: “Unexpected System Error Sorry for the inconvenience. Please contact your administrator for assistance and provide the reference number below to help locate and correct the problem. Reference #: ####-####“. While we investigate this issue, please note that manual logins (non-SSO) remain functional.

3. investigating Mar 31, 2025, 04:31 AM UTC

   We are continuing to investigate this issue and our next update will be by 04:30 UTC

4. monitoring Mar 31, 2025, 04:58 AM UTC

   A fix regarding federation certificates has been implemented and we are monitoring the results. If you are using SSO to log in and it's still not working, please raise this with our support team via your existing support case on the Customer Hub tracking this issue (or create one if one doesn't already exist). Our next update will be 05:00 UTC tomorrow (24 hours from now).

5. resolved Mar 31, 2025, 11:08 PM UTC

   This incident has been resolved. We will prepare a detailed RCA which will be available in 10 days.

6. postmortem Apr 23, 2025, 04:44 PM UTC

   **Eptura Workplace Detailed Root Cause Analysis | 04/14/2025S1** **S1 - SSO Login Unavailable** We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** On March 31st, some clients using Single Sign-On \(SSO\) to access their Eptura Workplace instance encountered an "Unexpected System Error" when attempting to log in. **Type of Event:** Outage for customers who use Single Sign On \(SSO\) **Service/Modules Impacted:** Production/ SSO **Timeline:** \(Times are in CST\) 7:48 PM - Support received notification from client not being able to access the site 9:18 PM – The support team escalates a ticket for CloudOps for further troubleshooting. All customers were made aware of the S1 incident via Status Page. 9:28 PM – Cloud Ops acknowledged and began investigating 11:47 PM – Cloud Ops identified a connection issue with PingFederation and successfully coordinated with them to resolve it. They subsequently informed support that the PingFederation license had expired, but the sites are now functioning properly. 11:58 PM – Support updates the status page the fix has been implemented. The status page was updated from Investigating to Monitoring. 6:08 PM - While monitoring, no additional reports were received, and the incident was closed. **Total Duration of Event:** 4 hours 13 minutes **Root Cause**: There was a connection issue with our PingFederation connection for Workplace/iOffice, which is used in our SSO solution, leading to a disruption in functionality. **Remediation:** We were able to coordinate with PingFederation to resolve the issue, and everything is now functioning properly. **Preventative Action:** To improve visibility and tracking, relevant documentation is being consolidated into a single source for better monitoring by internal teams. This will ensure timely updates and prevent future disruptions. Thank you for your patience and understanding during this disruption and we assure you that we are dedicated to continually improving our services to better serve your needs.

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Started Mar 18, 2025, 08:41 AM UTC· resolved Mar 18, 2025, 02:49 PM UTC

1. investigating Mar 18, 2025, 08:41 AM UTC

   Sites with co.uk domain are not loading. Our teams are investigating the issue. We shall share an update.

2. investigating Mar 18, 2025, 09:06 AM UTC

   We are continuing to investigate this issue.

3. monitoring Mar 18, 2025, 09:35 AM UTC

   A fix has been applied and sites are loading fine now. We shall continue to monitor the application.

4. resolved Mar 18, 2025, 02:49 PM UTC

   The issue stands resolved.

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Started Feb 19, 2025, 05:49 PM UTC· resolved Feb 21, 2025, 06:45 PM UTC

1. investigating Feb 19, 2025, 05:49 PM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. monitoring Feb 19, 2025, 06:03 PM UTC

   We have implemented a solution for the issue affecting Users receiving notifications for Packages while notifications have been disabled and are currently monitoring the situation to ensure stability and performance. While rolling out a solution, you may have experienced a small window of downtime. Our cloud operations team is overseeing the process to confirm that the issue has been fully resolved. Our next update will be 2:00 PM MST.

3. monitoring Feb 19, 2025, 10:02 PM UTC

   We will continue to monitor the solution overnight. Our next update will be tomorrow, 02/20/2025 at 9am MST.

4. investigating Feb 20, 2025, 02:43 PM UTC

   We are continuing to investigate the issue with Users receiving notifications for packages while notifications have been disabled. Our engineering team is actively working to determine the root cause of the disruption and assess its impact. We will provide our next update by 12:43 PM CST.

5. investigating Feb 20, 2025, 06:44 PM UTC

   We are continuing to investigate this issue. Thank you for your patience as we work through this disruption. Our next update will be 4:43 PM CST.

6. investigating Feb 20, 2025, 10:54 PM UTC

   Investigation continues for "Users receiving notifications for Packages while notifications have been disabled". Our engineering team has put a work around in place for the impacted customers by temporarily suppressing notifications for the Mail Module. Investigation will continue through out the evening. Our next update, will be 9:00 PM CST.

7. investigating Feb 20, 2025, 11:19 PM UTC

   We are continuing to investigate this issue.

8. identified Feb 21, 2025, 03:35 PM UTC

   Our Engineering team has identified the cause of the disruption affecting Users receiving notifications for Packages while notifications have been disabled. We are now working on implementing a solution to restore full functionality.

9. resolved Feb 21, 2025, 06:45 PM UTC

   We are pleased to inform you that the issue with Users receiving notifications for Packages while notifications have been disabled has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out

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Started Dec 10, 2024, 07:49 PM UTC· resolved Jan 21, 2025, 07:09 PM UTC

1. investigating Dec 10, 2024, 07:49 PM UTC

   We have received reports that some users are experiencing security notifications when trying to log in to their Eptura Workplace site using Firefox or Chrome browsers. Our Security and Cloud Operations teams are currently investigating this. Thank you for your understanding and cooperation.

2. investigating Dec 10, 2024, 09:39 PM UTC

   We have received reports that some users are experiencing security notifications when trying to log in to their Eptura Workplace site using Firefox or Chrome browsers. Our Security and Cloud Operations teams are actively working to resolve this, and we are in communication with Google to address the matter. Thank you for your understanding and cooperation.

3. investigating Dec 11, 2024, 07:31 PM UTC

   We have received reports that some users are experiencing security notifications when logging in to their Eptura Workplace site using Firefox or Chrome. Our teams are actively working to resolve this, and we are in close communication with Google to ensure the notice is removed as soon as possible. While we understand that the notice can be disruptive, rest assured that proceeding through the alert is safe. If you prefer not to see the notice, we recommend using another browser, such as Microsoft Edge, for a smoother experience. Thank you for your patience and understanding. We appreciate your cooperation and are committed to providing you with the best possible service.

4. resolved Jan 21, 2025, 07:09 PM UTC

   This incident has been resolved.

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Started Nov 26, 2024, 07:57 PM UTC· resolved Nov 27, 2024, 02:10 AM UTC

1. investigating Nov 26, 2024, 07:57 PM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. investigating Nov 26, 2024, 08:01 PM UTC

   We are currently investigating an issue with Inability to use load DWG via SoftSpace and Inability to attach files to the Copy Module. Our Cloud Ops team is currently investigating to determine the cause of the disruption. Next update will be posted at 5 PM CST.

3. monitoring Nov 26, 2024, 10:50 PM UTC

   A fix has been implemented by increasing resources. We are moving into the Monitoring Phase for the next 2 hours.

4. resolved Nov 27, 2024, 02:10 AM UTC

   As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A RCA will be posted in this incident in 10 business days. Please stay subscribed to the page to receive post automatically.

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