Eptura incident
S2 - Eptura Workplace - Sites are experiencing an error when trying to open or upload flooplans via the SoftSpace plugin
Eptura experienced a major incident on December 18, 2025 affecting Eptura Workplace, lasting 4d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 18, 2025, 02:57 PM UTC
We are currently investigating an issue with Sites are experiencing an error when trying to open or upload flooplans via the SoftSpace plugin. Our Engineering team is currently investigating to determine the cause of the disruption. Next update will be posted at 1PM CST
- identified Dec 18, 2025, 07:32 PM UTC
Our engineering team has prepared a release candidate for the hotfix, which will undergo QA and regression testing later today. At 04:00 UTC, our QA and release teams will review progress and confirm next steps for deployment. Once the hotfix is fully validated, we will proceed with the release and share an immediate update. Next update will be 5:30 AM UTC. Thank you for your patience as we work to resolve this issue
- identified Dec 19, 2025, 06:03 AM UTC
Our engineering team continues to actively investigate the issue and is making progress through targeted analysis and validation. Multiple approaches are being evaluated to fully isolate the root cause and ensure a stable resolution. QA and Engineering remain closely engaged, and further updates will be shared as soon as there is confirmed progress on the remediation path and next steps toward deployment. We will share the next update as soon as there is meaningful progress or a confirmed path forward. Thank you for your continued patience while we work through this.
- investigating Dec 19, 2025, 07:48 PM UTC
Our engineering team continues to actively work on the issue today and will maintain efforts overnight. We are targeting Monday for a fix and remain focused on implementing a solution as quickly as possible. Thank you for your patience as we work to resolve this issue.
- identified Dec 22, 2025, 07:37 AM UTC
Our engineering team has prepared a hotfix build to address the reported issue, which is currently undergoing quality assurance and regression validation. Initial testing is in progress, and the team is closely monitoring results to ensure stability and completeness before any deployment decision is made. We will share a further update once validation progresses and the next steps are confirmed. Thank you for your continued patience while we work toward resolution.
- identified Dec 22, 2025, 07:27 PM UTC
Our engineering team has completed validation of the hotfix and confirmed that deployment is scheduled for tonight at 04:00 AM UTC. This release is intended to address the reported issue and restore full functionality. We will provide a follow-up update once the deployment is complete and monitoring confirms stability. Thank you for your continued patience and understanding as we work to resolve this promptly.
- identified Dec 23, 2025, 07:39 AM UTC
Post-production testing is currently in progress following the successful deployment of the hotfix in the production environment. Our engineering team is actively validating the fix to ensure the reported issue is fully resolved and system functionality remains stable. We will continue to monitor closely and share a further update once post-production verification is complete. Thank you for your continued patience while we work through this.
- monitoring Dec 23, 2025, 12:29 PM UTC
We’ve implemented a fix to address the issue preventing users from opening and sending floor plans in SoftSpace. Our Support team will be reaching out to confirm resolution with affected customers, while Engineering continues validating overall system stability. We are now in the Monitoring Phase, which will continue for approximately two hours. Thank you for your patience and understanding as we work to ensure full resolution.
- resolved Dec 23, 2025, 01:59 PM UTC
We will be moving into a Resolved status. Users have confirmed both internally and externally that this issue has been fully resolved. We sincerely appreciate your patience and understanding as we worked through this disruption. 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.