Eptura experienced a critical incident on February 12, 2026 affecting Eptura Asset, lasting 1d 9h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 12, 2026, 12:52 PM UTC
We are currently experiencing an issue where the application is failing to load, resulting in a blank screen for users attempting to log in. Our Engineering team has been engaged and is actively investigating the root cause. They are reviewing system components and monitoring performance to identify and resolve the issue as quickly as possible. In the meantime, we will continue to closely track the situation and provide timely updates to keep you informed of progress.
- investigating Feb 12, 2026, 01:42 PM UTC
Our Engineering team is in the process of rolling back the most recent update to address the ongoing issue. This rollback is currently underway, and once it is complete, we will confirm whether the system has been restored and is available for use. The team is closely monitoring the rollback procedure to ensure stability and minimize disruption. We will provide our next update by 08:45AM CST. Thank you for your patience as we work to resolve this issue.
- investigating Feb 12, 2026, 02:50 PM UTC
Our Engineering team has applied initial fixes and is continuing to work on additional solutions to fully resolve the issue. While some servers are coming back online, not all systems are fully restored. At this time, BI components remain unavailable, and the team is actively working to bring them back online. We will share an update as soon as these components are usable again. In the meantime, we are closely monitoring progress and will provide our next update by 09:45 AM CST.
- investigating Feb 12, 2026, 03:47 PM UTC
Our Engineering team has reported that main servers are coming back online, however not all systems are fully restored. At this time, BI components remain unavailable for some instances, and the team is actively working to bring them back online. We will share an update as soon as these components are fully confirmed functional. In the meantime, we are closely monitoring progress and will provide our next update by 15:00 UTC
- identified Feb 12, 2026, 04:38 PM UTC
Our engineering team has identified the root cause of the issue and successfully deployed a hotfix to the production environment. If you are still experiencing problems accessing the application, you may need to perform a hard refresh in your browser. This will clear cached content that may still be attempting to connect to a small number of servers we have temporarily isolated. Hard Refresh Instructions: Windows / Linux: Ctrl + Shift + R or Ctrl + F5 Mac: Command (⌘) + Shift + R Thank you for your patience while we worked to resolve this issue.
- monitoring Feb 12, 2026, 06:27 PM UTC
We have implemented a fix for the issue and are now in the Monitoring Phase. Thank you for your patience as we work to confirm full resolution. Our next update will be at 19:00 UTC
- monitoring Feb 12, 2026, 08:31 PM UTC
We are continuing to actively monitor the system following today's issue. Earlier today, the scheduled deployment did not complete successfully, and we initiated a rollback to the previous stable version. At this time, the system is functioning normally and we are not seeing any further reports of problems. We will continue monitoring and provide additional updates if needed. Thank you for your patience as we worked to resolve this
- monitoring Feb 13, 2026, 07:10 AM UTC
System performance has stabilized following maintenance activities. As part of our mitigation steps, we reverted to a previously stable version to restore normal behavior. The platform is operating as expected, and we are not observing any further impact at this time. We will continue to monitor the system to ensure ongoing stability and will provide updates if necessary. Thank you for your patience.
- resolved Feb 13, 2026, 10:01 PM UTC
Our engineers have confirmed that the issue has been fully resolved. We performed a roll‑back to the previous version after the latest scheduled deployment failed. Planning is now underway to prepare a corrected version of the update, and our teams are validating the changes to ensure a smooth redeployment. We will share the new deployment timeline as soon as it is finalized. We appreciate your patience and understanding while we worked through this situation.
- postmortem Feb 25, 2026, 06:56 PM UTC
**Eptura Asset detailed Root Cause Analysis | Feb 12th 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:** Asset Service Unavailable **Type of Event:** Outage **Services/Modules impacted:** Asset Service **Timeline:** Event Feb 12th 2026 Morning Scheduled Asset Heritage production release deployed 1110 UTC Exago \+ Email modules reported down; rest of site functional 1110 UTC Troubleshooting unable to resolve Email/Exago failures 1220 UTC Rollback initiated 1220 UTC Rollback encounters issues → full site-wide outage across all modules ~1530 UTC 3/6 servers recovered; 3 problematic nodes removed from pool **Total Duration of Event:** 5hrs **Root Cause:** Our regularly scheduled deploy of asset heritage included a major version upgrade of C#/.net from .net6 to .net10. The deployment failed and caused a Exago reporting and Email modules to go down \(6:10 AM EST to 7:20 AM EST\). The CLOPs team with support from engineering tried to rollback the deploy, the rollback was unsuccessful and caused a sitewide outage that lasted from 7:20 AM -10:30 AM EST **Remediation:** During the investigation, we identified that a session drop occurred during a routine NGINX reload. This behavior had not been observed in previous releases, and further analysis is underway to understand the exact trigger. We also noted that this release included a major platform upgrade, which introduced additional steps beyond the typical deployment process. Based on these findings, we are implementing several improvements to increase stability and reduce customer impact during future releases: #### **Immediate actions** · Engineering will apply the required platform adjustments during off‑hours on the weekend to ensure system consistency and reduce any potential impact. #### **Preventive measures** · **Separation of major changes from routine releases:** Significant platform upgrades \(such as framework or infrastructure changes\) will be scheduled independently from regular release cycles and may be shifted to weekend maintenance windows when appropriate. · **Enhanced release oversight:** CloudOps will participate in Go/No‑Go decisions for any deployment that includes steps beyond standard code updates, ensuring full alignment across all teams. These actions are designed to strengthen reliability, provide additional safeguards during complex upgrades, and help ensure a smoother experience going forward.