Eptura Workplace experienced a critical incident on April 3, 2025 affecting System Status, lasting 15h 19m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- 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.
- investigating Apr 03, 2025, 08:30 AM UTC
Eptura Workplace application is not accessible. We are currently investigating the issue.
- monitoring Apr 03, 2025, 09:03 AM UTC
The issue has been fixed. We shall continue to monitor the situation for next 8 hours.
- 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
- 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.