ASSET - HTTP Error 503. The service is unavailable

Update timeline

1. monitoring Dec 04, 2025, 03:31 PM UTC

   Issue: HTTP Error 503 – The service was unavailable Description: Users experienced service interruptions due to an HTTP 503 error. Status: The issue has been resolved, and the service is now fully operational. We are currently monitoring to ensure stability. Thank you for your patience while we worked to restore service.

2. resolved Dec 04, 2025, 07:20 PM UTC

   This incident has been resolved.

3. postmortem Dec 17, 2025, 03:52 PM UTC

   **Eptura Asset detailed Root Cause Analysis | Dec. 4, 2025** 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:** On Dec. 4, 2025, some customers in Utah and Iowa experienced intermittent access issues when visiting certain URLs on our website. Affected users encountered HTTP 503 errors, while internal systems remained fully operational. The issue was limited in scope and did not impact customers outside these regions. **Type of Event:** Outage **Services/Modules impacted:** * Services affected: Specific URLs in Utah and Iowa * No widespread outage; only a small subset of customers impacted * Severity adjusted from S1 to S2 after confirming limited scope **Timeline:** * **Dec 4th – 2:35pm Initial Report:** Customers reported HTTP 503 errors * **Dec 4th – 2:48pm Investigation:** Verified regional impact; confirmed URLs worked internally * **Dec 4th – 3:31pm Root Cause Identified:** A server \(legacy-win-app8\) failed to restart after routine maintenance * **Dec 4th – 3:35pm Resolution:** * Rebooted affected server * Rerouted traffic via load balancer * Restored service; some browsers required cache refresh **Total duration of event:** 1 hr **Root cause:** The issue was traced to a technical failure on one of the virtual machines during routine maintenance. This unexpected system error prevented the server from restarting properly, which impacted access for customers in specific regions. The failure was isolated and did not affect other services or regions. **Remediation and preventative action:** * The affected server was restored with support from our infrastructure partner, and traffic was rerouted to ensure continuity. * We are working closely with our cloud provider to complete a detailed analysis and confirm the underlying cause. * Additional safeguards are being implemented, including enhanced monitoring and automated failover processes, to prevent similar issues in the future. **Current status:** All services are fully operational. We are committed to maintaining reliability and have taken steps to strengthen our systems. Thank you for your patience and trust as we continue to improve your experience.