S2 Eptura Asset - 503 Connection Error

Update timeline

1. investigating Feb 26, 2026, 05:41 PM UTC

   We are currently investigating reports of intermittent issues affecting some Eptura Asset customers who are receiving a 503 error message. Our engineering team is actively working to identify the root cause. We will continue to closely monitor the situation and provide further updates as they become available

2. identified Feb 26, 2026, 06:05 PM UTC

   The 503 Connection issue with Eptura Asset has been identified and a fix is being implemented. We will post another update at 2100 UTC.

3. identified Feb 26, 2026, 07:47 PM UTC

   We have identified the cause of the intermittent 503 connection errors affecting Eptura Asset and fully understand the disruption this has caused. Engineering has a fix in place that is currently undergoing final testing. In parallel, additional automation is being implemented to proactively detect elevated error rates and automatically recover impacted services to reduce recurrence. Once testing is complete, we will proceed with deploying a hotfix to production and closely monitor the environment to confirm stability. We expect this deployment to occur later today and will update on the timing once known. We will continue to provide updates as progress is made. Thank you for your continued patience as we work through this.

4. identified Feb 26, 2026, 10:59 PM UTC

   Scheduled Hotfix Deployment – Eptura Asset 503 Error Start Time 27 February 2026 at 04:30 UTC We will be applying a targeted hotfix to address the ongoing Eptura Asset 503 error. During this deployment, customers may experience brief service interruptions as the fix is implemented. Resolving this issue is our top priority, and this hotfix is expected to restore full functionality. We sincerely thank you for your patience and understanding as we work to resolve this issue as quickly and safely as possible. Further updates will be shared as the deployment progresses.

5. monitoring Feb 27, 2026, 11:02 AM UTC

   The scheduled hotfix has now been successfully deployed to address the Eptura Asset 503 errors. We are currently monitoring the environment closely to ensure system stability and confirm that services are operating as expected. Early indicators show improvement following the deployment. We will continue to observe performance and provide further updates if necessary. Thank you for your continued patience and cooperation.

6. resolved Feb 27, 2026, 07:12 PM UTC

   We’re pleased to share that the hotfix addressing the Eptura Asset 503 issue was successfully deployed last night. Since the deployment, we have observed significant improvements in performance, and systems are operating as expected. Both our internal teams and external users have confirmed that all services are functioning as expected. Our team will continue to monitor performance closely to ensure full stability. We are preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your patience and understanding while we worked through this issue.

7. postmortem Mar 05, 2026, 08:19 PM UTC

   **Eptura Asset detailed Root Cause Analysis | Feb 27th 2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** 503 Connection Error **Type of Event:** Outage **Services/Modules impacted:** Asset Service **Timeline:** Feb 27th 17:41 UTC Customers reporting 503 Connection Error Feb 27th 19:47 UTC Hotfix in place for Quality Assurance Testing Feb 28th 11:02 UTC Hotfix Applied to Production March 1st 19:12 UTC All sites confirming back online **Total Duration of Event:** 49\.25 hrs **Root Cause:** Our investigation identified two main factors contributing to the performance issues: **Inefficient database logic** - A database view used by the system was performing the same calculation repeatedly about 49,000 times, once for each part rather than computing it once and reusing the result. This caused significant and unnecessary CPU load. **Outdated database statistics leading to slow query performance** - The endpoint was timing out due to a slow-running SQL query. We discovered that key database statistics \(used by SQL Server to choose the most efficient execution plan\) needed to be updated. As a result, the system underestimated the amount of data it needed to process and chose a single‑threaded plan that ended up scanning ~450 million rows, causing the timeout. **Remediation:** We implemented several fixes to immediately restore system performance: 1. Optimized the database view so the calculations run once instead of thousands of times. 2. Added a covering index to reduce unnecessary lookups and speed up queries. 3. Updated and refreshed database statistics to ensure the query optimizer had accurate information. 4. Cleared outdated cached query plans so SQL server could generate new, more efficient plans based on the updated statistics. 5. Manually updated statistics with FULLSCAN on the most impacted tables to ensure maximum accuracy. These changes resolved the CPU bottleneck and eliminated the query timeouts. **Preventative Action:** To ensure this issue does not recur, we implemented a long‑term optimization by creating a new index on the Work Orders table. This index allows the system to efficiently locate the relevant Vendor, Status, and Work Type information without performing full table scans, which improves performance as the dataset continues to grow.