Serraview Engage- S2 Android Users Experiencing Disruption

Update timeline

1. investigating Feb 18, 2026, 03:40 PM UTC

   We are currently investigating an issue with Serraview Engage for Android. End users are experiencing disruption loading floorplans or completing their booking. 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 6:40 PM UTC Thank you for your patience as we work to resolve this issue.

2. investigating Feb 18, 2026, 06:55 PM UTC

   We continue investigating an issue affecting SV Engage on Android. Our engineering teams are actively working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 10:55 PM UTC or sooner as more information becomes available. Thank you for your patience.

3. investigating Feb 18, 2026, 11:02 PM UTC

   We are continuing to investigate an issue affecting SV Engage on Android. Our engineering teams are working to identify the root cause and restore full functionality as quickly as possible. We will provide the next update by 2:55 AM UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.

4. investigating Feb 19, 2026, 04:18 AM UTC

   We are continuing to investigate an issue affecting SV Engage on Android devices. Our engineering teams remain actively engaged in diagnosing the behaviour and working toward a resolution. Android users may experience issues viewing floorplans or booking desks within the Engage app. We will provide our next update by 08:10 UTC or sooner should additional information become available. We appreciate your continued patience and understanding as we work to restore full service.

5. investigating Feb 19, 2026, 09:38 AM UTC

   We are continuing to investigate an issue affecting SV Engage on Android devices, where some users may experience difficulties viewing floorplans or booking desks within the Engage app. Our engineering teams are actively engaged in diagnosing the behaviour and working toward a resolution. As a temporary workaround, users may force-close the application and relaunch it if floorplans do not load as expected. This behaviour has been validated in testing and may help restore functionality while a permanent resolution is being implemented. Please feel free to share any observations or feedback regarding the workaround via respective existing Support cases. This information assists our Engineering team in accelerating the investigation and resolution efforts. We will provide the next update as soon as additional information becomes available. We appreciate your continued patience and understanding.

6. investigating Feb 19, 2026, 02:02 PM UTC

   Our Engineering team has partially replicated the issue affecting SV Engage on Android devices and is actively working on a resolution. The temporary workaround remains available: users may force-close and relaunch the app if floorplans do not load as expected. We encourage you to continue sharing any observations via your existing Support cases, as this helps accelerate investigation. Further updates will be posted as soon as more information becomes available. We appreciate your patience and understanding.

7. investigating Feb 19, 2026, 07:38 PM UTC

   Our Engineering team is continuing to investigate the issue impacting floorplan loading within SV Engage on Android devices. As part of this effort, they have been able to partially reproduce the behavior and are actively working toward a full resolution. In the meantime, the temporary workaround remains available: Force-close and relaunch the app if floorplans do not load as expected. We encourage you to keep sharing any new observations through your existing Support cases, as this information helps accelerate our investigation. We will provide our next update by 11:40 PM UTC Thank you for your ongoing patience and understanding.

8. investigating Feb 19, 2026, 11:36 PM UTC

   Our Engineering team is continuing to investigate the issue impacting floorplan loading within SV Engage on Android devices. As part of this effort, they have been able to partially reproduce the behavior and are actively working toward a full resolution. In the meantime, the temporary workaround remains available: Force-close and relaunch the app if floorplans do not load as expected. We encourage you to keep sharing any new observations through your existing Support cases, as this information helps accelerate our investigation. We will provide our next update by 03:40 AM UTC Thank you for your ongoing patience and understanding.

9. investigating Feb 20, 2026, 07:44 AM UTC

   Our Engineering team continues to investigate the issue affecting floor plan loading within SV Engage on Android devices. As part of the ongoing analysis, the team has been able to reproduce the behaviour and is actively validating a potential fix. Once verification is complete, the update will be released through the app stores in accordance with standard deployment processes. Further updates will be provided as additional information becomes available. We appreciate your patience and encourage you to continue sharing any relevant observations through your existing Support cases.

10. monitoring Feb 20, 2026, 01:10 PM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now live on the Google Play Store. We recommend that users update the app and share any feedback through their existing Support cases. We will continue to keep the situation under monitoring and share any further feedback or updates as needed. Thank you for your patience and cooperation.

11. monitoring Feb 23, 2026, 08:50 AM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now available on the Google Play Store. We have been closely monitoring the behaviour and have received positive feedback from several clients following the update. We recommend that users update the app to the latest version and continue sharing any observations through their existing Support cases. We will continue to actively monitor to ensure stability and continuity of the app experience across impacted devices. Thank you for your patience and cooperation.

12. resolved Feb 25, 2026, 08:28 AM UTC

    The issue affecting floor plan loading within SV Engage on Android devices has been fixed. The latest release, version 1378 (1.51.2), is now available on the Google Play Store. We are pleased to confirm that the issue has now been resolved. Validation from both internal teams and external users indicates that functionality is working as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. A detailed Root Cause Analysis will be published within the next 10 business days. Thank you for your continued trust and partnership.

13. postmortem Apr 07, 2026, 09:40 AM UTC

    We appreciate your continued support and patience while we investigated and resolved this incident. **Type of Event:** Severity 2 – Floorplans not loading on Android devices ‌ **Services/Modules Impacted:** Bookings creation and viewing spaces on floorplans within the mobile application ‌ **Issue Summary / Background:** Some customers reported that Android users were unable to view floorplans or complete desk bookings within the mobile application. While the application launched successfully and building lists were visible, the floorplans did not render, resulting in blank or grey screens. The issue was consistently observed across multiple Android devices and environments, while iOS users and browser access were not impacted. ‌ **Root Cause:** The issue was identified within the Android application’s rendering mechanism for floorplans. The application utilizes a native WebView component, which relied on WebGL for rendering floorplan images. On Android 16 devices, this rendering approach was not consistently functioning as expected, leading to failures where floorplans intermittently rendered or appeared as blank/grey screens. To address this, the rendering logic was updated to utilize a more stable rendering mode, ensuring proper encoding and decoding of floorplan tile data and consistent display across supported Android devices. ‌ **Remediation:** A fix was implemented and released through an updated version of the mobile application \(version 1.51.2 / build 1378\). Users were required to update their application to this latest version to restore normal functionality of floorplan loading and desk booking. ‌ **Timeline \(UTC\):** * **February 12, 2026** 16:47 – First customer case reported floorplans not loading on Android devices 19:57 – Issue acknowledged and initial investigation started * **February 13, 2026** 23:07 – Additional customer reports received, indicating broader impact * **February 16, 2026** 04:11 – Incident created for Engineering to investigate. 16:19 – Initial workaround shared \(force close and relaunch app\) 18:46 – Workaround confirmed ineffective for some users * **February 17, 2026** 01:40 – Incident escalated due to increasing impact * **February 18, 2026** 21:47 – Internally escalated and prioritised 23:02 – Status page updated for customer visibility * **February 19, 2026** 12:17 – Issue reproduced on Android 16 devices \(intermittent rendering observed\) 14:14 – Additional interim checks and validation performed * **February 20, 2026** 11:37 – Fix deployed via updated mobile app release \(v1.51.2 / build 1378\) 16:19 – Customers advised to update application 17:04 – First customer confirmation received indicating resolution post update ‌ **Total Duration of Event:** Approximately 8 days \(192 hours\) ‌ **Preventive Actions:** Enhanced validation and testing processes will be conducted across multiple Android devices, OS versions, and hardware configurations to ensure compatibility and stability. This includes testing across different device manufacturers, OS versions, and upcoming platform releases to proactively identify and address similar rendering or compatibility issues.