Eptura Workplace experienced a critical incident on March 31, 2025 affecting System Status, lasting 20h 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- 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.
- 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.
- 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
- 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).
- 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.
- 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.