S2 - Asset Work Companion/Eptura Asset App - Not visible in the Apple Store

Update timeline

1. investigating Oct 28, 2025, 09:55 PM UTC

   We are currently investigating an issue with the Asset Work Companion/Eptura Asset App not being visible in the Apple Store. Our Product team is currently investigating to determine the cause and to get the app available for download as soon as possible. We appreciate your patience as we work through this issue. Next update will be posted at 1700 UTC October 29th 2025.

2. investigating Oct 29, 2025, 05:03 PM UTC

   We are continuing to investigate the issue preventing the Asset Work Companion (Eptura Asset App) from appearing in the Apple App Store. Our team is working to identify the root cause and restore availability as soon as possible. We appreciate your patience and understanding as we work through this. Next update will be posted by 1700 UTC on October 30, 2025, or sooner if more information becomes available.

3. identified Oct 29, 2025, 05:31 PM UTC

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4. resolved Oct 29, 2025, 09:54 PM UTC

   Our Product team has confirmed that the Eptura Asset Companion app is now visible in the Apple store again. We have moved to the Resolved Phase. A Preliminary RCA will be posted in this incident in 2 business days. Please stay subscribed to the page to receive post automatically.

5. postmortem Nov 14, 2025, 05:43 PM UTC

   **Eptura Asset detailed Root Cause Analysis | Oct. 27, 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:** Eptura Asset mobile WC app unavailable in the app store **Type of Event:** Outage **Services/Modules impacted:** Eptura Asset mobile WC app **Timeline:** Oct 27th 2025 8:24am Customers begin notifying that the WC App was missing from the Apple Store Oct 27th 2025 8:30am investigation into issue and confirmation Oct 27th 2025 8:45am JIRA Created and investigation began Oct 28th 2025 11:53pm App confirmed not visible but not removed from Apple Store Oct 29th 2025 3:53pm Root Cause Identified – investigation on solution Oct 29th 2025 9:19pm Confirmed fixed and Searchable in Apple Store again **Total duration of event:** 60 hours **Root cause:** On October 27, the Eptura Asset mobile app was temporarily unavailable in the App Store due to an unexpected issue, which affected the app's listing. **Remediation:** We promptly contacted the App Store support team and collaborated with them to identify and fix the problem, ensuring the app was restored to the App Store as quickly as possible. **Preventative action:** To prevent future occurrences, we have implemented a rigorous review process for app updates and metadata changes, and will continue to maintain regular communication with the App Store support team.