Eptura incident
S2 - Eptura Asset - Unable to load inventory module for some clients
Eptura experienced a major incident on February 23, 2026 affecting Eptura Asset, lasting 1d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 23, 2026, 06:17 PM UTC
We are investigating an issue for some clients who are reporting that they are unable to load their inventory. 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 20:30 UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.
- investigating Feb 23, 2026, 08:35 PM UTC
We are currently investigating an issue affecting some clients who are unable to load their inventory. 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 24:00 UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience as we work to resolve this issue.
- identified Feb 23, 2026, 11:35 PM UTC
Our engineering team has identified the root cause of the Asset service issue currently impacting Inventory features. We’ve already developed a fix and are now testing it to ensure it is stable, reliable, and fully resolves the problem. Our goal is to implement this update overnight, once testing is complete, to prevent any further disruption to your service. We’ll continue to share updates and as soon as we have more information about the fix deployment window we will provide another update. Thank you for your patience and understanding as we work to restore full functionality.
- monitoring Feb 24, 2026, 08:37 AM UTC
Our engineering team has successfully implemented the fix for the Asset service issue that was impacting Inventory features. The issue has now been fixed and the Inventory module is loading as expected. We are continuing to closely monitor system behaviour to ensure stability. Customers who previously experienced issues are encouraged to validate functionality at their end and share any observations through their existing Support cases. Thank you for your patience and understanding while we worked to resolve this issue.
- resolved Feb 24, 2026, 06:38 PM UTC
We’re pleased to share that the issue has now been resolved. Both our internal teams and external users have confirmed that all services are functioning as expected. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.
- postmortem Mar 18, 2026, 09:54 PM UTC
**Eptura Asset detailed Root Cause Analysis | Feb 24th 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:** Eptura Asset Unable to load inventory **Type of Event:** Outage **Services/Modules impacted:** Asset Inventory Module **Timeline:** Feb 23rd **18:17 UTC** Customers reporting that they were unable to load the inventory module Feb 23rd **23:35 UTC** Engineering Replicating steps to begin troubleshooting Feb 24th **8:37 UTC** Hotfix Deployed Feb 24th **18:38 UTC** Confirmation with customers that Inventory Module loading as expected **Total Duration of Event:** 24\.25 hours **Root Cause:** Our investigation identified that two application servers were experiencing issues loading required modules. We traced this behavior to compatibility settings within certain customer databases. The databases encountering problems were all configured at Compatibility Level 100, which prevented the application from loading modules correctly. **Remediation:** We updated all affected databases to Compatibility Level 150, which immediately resolved the issue. To verify, we tested reverting them back to Level 100 and confirmed the problem reoccurred, while restoring Level 150 resolved it again. After validating the fix, we applied the update across all customer databases in both QA and production to ensure consistent performance. **Preventative Action:** · We temporarily isolated the impacted servers and routed traffic to healthy ones to maintain service continuity. · All production customer databases were standardized to Compatibility Level 150 to prevent similar compatibility issues from arising in the future.