Eptura experienced a minor incident on October 2, 2025 affecting Eptura Asset, lasting 3h 42m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Oct 02, 2025, 07:31 PM UTC
We have implemented a solution for the issue affecting the Asset Service and are currently monitoring the situation to ensure stability and performance. Our Engineering team is overseeing the process to confirm that the issue has been fully resolved. The next update will be provided by 5pm CST.
- resolved Oct 02, 2025, 11:13 PM UTC
We are pleased to inform you that the issue with Asset Service has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.
- postmortem Oct 03, 2025, 07:22 PM UTC
**Eptura Asset detailed Root Cause Analysis | Oct 2nd 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:** Asset Service Unavailable **Type of Event:** Outage **Services/Modules impacted:** Asset Service **Timeline:** Oct 2nd 2025 1:55pm – Customers begin reporting that Asset Service is Unavailable Oct 2nd 2025 1:56pm - Eptura Asset Fire Alarm Activated Oct 2nd 2025 1:57pm – Engineering reports services back up Oct 2nd 2025 2:38pm – Customers contacted to confirm Eptura Asset service working again **Total duration of event:** 43 minutes **Root cause:** On Monday, while preparing our servers for a routine update, we executed standard commands to test and reload the configuration. This is a regular procedure that we follow, and it has not caused issues in the past. However, during this reload, active user sessions unexpectedly dropped. To quickly restore system functionality, we recycled all application pools across all servers. **Remediation:** We are currently continuing investigation into the exact reason for the session drop during the standard Nginx reload, as this behaviour has not been observed before. Our team is working diligently to understand and prevent the issue from occurring in the future. **Preventative action:** To prevent this from happening again, our Engineering team will be making the necessary changes this weekend during off-peak hours to minimize any potential disruption.