Eptura incident
S2 - SiQ Floorplans and Images and User Imports (CSV) Disruption
Resolved on November 10, 2025.
**SpaceIQ by Eptura detailed Root Cause Analysis | 11/19/2025** **S2 - SiQ Floorplans and Images not loading** 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:** Customers experienced issues where floor plans and images did not load when navigating the platform. Additionally, user imports were not processed as expected. **Type of Event:** Functionality Issue **Services/Modules impacted:** Production/ Floorplan images & User Imports via SFTP **Timeline \(UTC\):** On 11/09/2025 at 9:45 PM, the first report of floor plans not generating was submitted to support, followed by two additional cases. On 11/10/2025, more cases were created early in the morning related to both floor plan display issues and user imports. By 2:21 PM, internal teams were notified about the disruption, and engineering confirmed the issue was linked to AWS permissions configuration. At 2:33 PM, engineering worked with AWS to resolve the issue, and customers confirmed functionality was restored. **Total Duration of Event:** 16 hours, 48 minutes **Root Cause:** AWS security policies require specific permissions to access media files. To make files publicly accessible, a public URL must be created with appropriate access settings. A configuration issue impacted these permissions, resulting in failures when loading images and floor plans, and preventing SFTP user imports from processing. **Remediation:** Permissions have been updated to restore access and functionality. **Preventative Action:** We have implemented a proactive alert system that notifies stakeholders ahead of any scheduled URL changes. This ensures teams have sufficient time to review and update links, maintaining uninterrupted access and a seamless customer experience.
Update timeline
- resolved Nov 19, 2025, 11:29 PM UTC
Customers experienced issues where floor plans and images did not load when navigating the platform. Additionally, user imports were not processed as expected.
- postmortem Nov 19, 2025, 11:29 PM UTC
**SpaceIQ by Eptura detailed Root Cause Analysis | 11/19/2025** **S2 - SiQ Floorplans and Images not loading** 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:** Customers experienced issues where floor plans and images did not load when navigating the platform. Additionally, user imports were not processed as expected. **Type of Event:** Functionality Issue **Services/Modules impacted:** Production/ Floorplan images & User Imports via SFTP **Timeline \(UTC\):** On 11/09/2025 at 9:45 PM, the first report of floor plans not generating was submitted to support, followed by two additional cases. On 11/10/2025, more cases were created early in the morning related to both floor plan display issues and user imports. By 2:21 PM, internal teams were notified about the disruption, and engineering confirmed the issue was linked to AWS permissions configuration. At 2:33 PM, engineering worked with AWS to resolve the issue, and customers confirmed functionality was restored. **Total Duration of Event:** 16 hours, 48 minutes **Root Cause:** AWS security policies require specific permissions to access media files. To make files publicly accessible, a public URL must be created with appropriate access settings. A configuration issue impacted these permissions, resulting in failures when loading images and floor plans, and preventing SFTP user imports from processing. **Remediation:** Permissions have been updated to restore access and functionality. **Preventative Action:** We have implemented a proactive alert system that notifies stakeholders ahead of any scheduled URL changes. This ensures teams have sufficient time to review and update links, maintaining uninterrupted access and a seamless customer experience.
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