Eptura Visitor - S2 - Intermittent ACS Integration Issues

Update timeline

1. investigating May 21, 2026, 03:36 PM UTC

   We are investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Engineering and CloudOps teams are actively working to identify the root cause and resolve the issue. We will provide further updates as more information becomes available.

2. investigating May 21, 2026, 08:42 PM UTC

   We are currently investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Our Engineering and CloudOps teams are working to identify the root cause and determine next steps. As part of this effort, additional engineering analysis is required and is scheduled to begin tomorrow morning IST. At this time, we do not anticipate any new updates until the analysis is underway and initial findings are available. We will provide a follow-up as soon as more information becomes available.

3. investigating May 22, 2026, 08:33 AM UTC

   We are continuing to investigate the intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may still experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in and check-out. Our Engineering and Infrastructure teams are actively working to identify the root cause through ongoing analysis of system behavior. At this stage, the underlying cause has not yet been confirmed, and further investigation is in progress. We will share the next update as soon as we have more clarity on the root cause and identified next steps. Thank you for your patience while we work towards resolution.

4. investigating May 22, 2026, 09:17 AM UTC

   We have rolled back recent optimizations related to the Access Control System (ACS) integration and restarted the routing services. Initial testing following these changes has shown positive results, with improved stability observed across affected workflows. However, due to the intermittent nature of the issue, we are continuing to closely monitor system behavior and conduct further validation. Our Engineering and Infrastructure teams remain actively engaged in ongoing analysis to confirm full resolution and identify the root cause. We will continue to provide updates as more information becomes available. Thank you for your patience.

5. identified May 22, 2026, 06:39 PM UTC

   We recently identified intermittent issues impacting visitor pass processing for a small number of customers using ACS integrations. These issues caused some visitor actions, such as access updates and check-in or check-out syncing, to behave inconsistently. As a precaution, we rolled back recent optimizations related to the Access Control System (ACS) integration. Since then, we have seen a strong improvement, and affected processes are now functioning as expected in most cases. Our engineering team is continuing a thorough investigation to confirm the root cause and ensure a long-term resolution. While one or two isolated cases are still being reviewed, the overall system is stable. We understand how important reliable visitor management is to your operations and appreciate your patience as we complete our investigation. We will share another update as soon as we have confirmed the root cause and next steps.

6. identified May 25, 2026, 03:21 PM UTC

   Our engineering team continues to monitor the previously identified intermittent issues affecting visitor pass processing for a small number of customers using Access Control System (ACS) integrations. Following the steps taken late last week system performance has remained stable, and we have received confirmation from at least one previously affected customer that functionality is now operating as expected. We have proactively followed up with impacted customers and are currently awaiting additional confirmation. At this time, the overall system continues to perform reliably, and no widespread issues are being observed. Our team remains actively engaged in validating a full resolution and confirming the root cause to prevent recurrence. We understand the importance of consistent and dependable visitor management and appreciate your continued patience. We will provide further updates as soon as additional confirmations are received or new findings emerge.

7. monitoring May 26, 2026, 04:11 PM UTC

   We are continuing to actively monitor while our teams work towards identifying a root cause. A secondary issue was identified and resolved at approximately 10:00 UTC today. Some users may have received "server offline" notification emails in error. This was a repercussion of the ongoing incident and has now been addressed. We will continue to provide updates as more information becomes available. Thank you for your patience.

8. monitoring May 28, 2026, 12:40 PM UTC

   We are continuing to monitor for any further issues.

9. resolved May 28, 2026, 12:43 PM UTC

   We have been monitoring since yesterday, and the issue impacting visitor integration with Access Control Systems (ACS) now appears resolved, with the system stable and all related workflows—including visitor creation, access updates, token management, and check-in/check-out—functioning as expected.

10. postmortem Jul 22, 2026, 08:29 AM UTC

    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 - Intermittent ACS integration issues impacting visitor access workflows across multiple customers **Services/Modules Impacted:** Visitor – Access Control System \(ACS\) integrations \(CCure, Net2, Genetec, Avigilon, OnGuard\), Extenders, Routing and Sync Services **Issue Summary/Background:** Between May 19 and May 26, 2026, some customers experienced intermittent issues affecting the integration between Eptura Visitor and Access Control Systems \(ACS\). These issues resulted in inconsistent behavior across critical visitor workflows. Customers reported problems such as visitors not being created in ACS, access levels not updating, tokens not being assigned or removed correctly, and check-in/check-out events failing to synchronize. In some cases, QR code and badge scans at turnstiles did not result in expected access or status updates. The issue was intermittent in nature, often affecting only some transactions within the same location, which made detection and diagnosis more complex. Additionally, some ACS extenders were observed going offline intermittently, further contributing to the inconsistency of the issue. While the platform remained available, core functionality was degraded and did not meet expected reliability standards. **Root Cause:** The issue was caused by a combination of platform-level and infrastructure-related factors affecting ACS integration processing. A recent platform optimization change was introduced that impacted message processing and synchronization behavior between Visitor and ACS systems. This resulted in intermittent failures where some events were processed successfully while others failed within the same environment. Additionally, a contributing infrastructure change caused ACS extenders to intermittently go offline, leading to missed or delayed synchronization events between Visitor and ACS systems. Limited logging visibility in certain monitoring systems during the incident also delayed accurate correlation of the issue, and initial remediation steps in some environments required additional refinement before the root cause was fully isolated. **Remediation:** To restore stability and ensure consistent operation, the following actions were taken: * Rolled back recent ACS optimization changes in the Fastpace layer * Restarted routing and ACS-related services to stabilize message processing * Addressed gaps in logging and monitoring systems to improve visibility * Validated system behavior across multiple ACS integrations and customer environments * Reverted a recent ACS infrastructure capacity change that was causing intermittent extender disconnects. These steps restored normal synchronization between Visitor and ACS systems and ensured stable operation across affected workflows. **Timeline \(UTC\):** May 19: First customer reported issues with ACS integration. An initial investigation was initiated, and an internal tracking case raised. May 20: Engineering incident created to track widespread impact. May 21: Incident escalated to leadership, engineering, and CloudOps teams. Multiple customers confirmed impacted; intermittent pattern identified across environments. May 22: ACS optimization changes rolled back; Initial improvement observed. May 23–25: Ongoing monitoring and validation with affected customers. System behavior improved, but intermittent issues remain in some cases. May 26: Secondary issue identified related to ACS extenders going offline. Extender-related issue resolved, restoring full system stability. May 27 onward: Monitoring confirmed stable performance and successful operation across all workflows. **Total Duration of Event:** Intermittent delays affected approximately 7 days \(May 19- May 26\) **Preventive Actions:** To prevent similar incidents in the future, we are implementing the following improvements: * Strengthen validation and testing for platform-level optimization changes, particularly across ACS integrations * Enhance monitoring and alerting for extender connectivity and message processing failures * Improve logging coverage to ensure full visibility into integration workflows * Formalize change management procedures during active incidents to minimize customer impact. * Improve early detection and correlation mechanisms for multi-customer intermittent issues All services are operating normally, and we continue to monitor the platform closely. Thank you for your understanding as we work to deliver the reliable experience you expect.