Eptura incident
S2 - Eptura Workplace - Unable to login to sites hosted in Europe region
Eptura experienced a major incident on September 9, 2025 affecting Eptura Workplace, lasting 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 09, 2025, 09:48 AM UTC
We have received report of users not being able to login to the site. The issue impacts the sites hosted in Europe region. Our Infrastructure team is investigating the issue.
- monitoring Sep 09, 2025, 11:10 AM UTC
A fix has been implemented. We are continuing to monitor the situation.
- resolved Sep 09, 2025, 12:49 PM UTC
As we have not experienced further service disruptions since the fix was implemented, we have transitioned to the Resolved Phase. An RCA will be posted for this incident in 10 business days.
- postmortem Sep 15, 2025, 07:14 PM UTC
**Eptura Workplace Detailed Root Cause Analysis | 09/15/2025** **S2 - Sites hosted on the France Server are unable to access the site** We are grateful for your continued support and loyalty. We understand how disruptions like this can affect your operations, and we appreciate your patience and feedback as we worked to resolve the incident. **Description:** On September 9th, some clients encountered an error when attempting to log into their Eptura Workplace instance. **Type of Event:** Outage **Service/Modules Impacted:** Production environments **Timeline: \(Times are in CST\)** 3:29 AM Support received notification from the client not able to access the sites 3:30 AM Support began testing 3:40 AM Support created Jira CM-9814 3:46 AM Cloud Ops acknowledged and began investigating 4:07 AM Support pulled the Fire Alarm 4:48 AM Status page was updated 6:05 AM Support was informed that the site was back up 6:10 AM Status page was updated and moved to monitoring. 6:35 AM Support received confirmation from clients. 7:49 AM Status page was closed as resolved **Total Duration of Event:** 2 hours 36 minutes **Root Cause Analysis:** The issue occurred due to an update rolled out to enhance security. During this change, the security settings of our France SQL servers for minimum TLS \(Transport Layer Security\) was updated from version 1.0 to 1.2. This update caused a communication issue between our services and the servers, which were still trying to connect using the older TLS 1.0, resulting in the site temporarily going down. **Remediation:** To address the issue, we took these steps: * We immediately created a ticket with Microsoft Azure to roll back the change and help restore the sites temporarily. * We are implementing a configuration update in our system to support the new TLS 1.2 version. This update is currently being tested to ensure it functions properly. **Preventative Action:** To prevent this from occurring in the future, our Cloud Ops team is taking active steps to: 1. Ensure all significant changes to production are thoroughly reviewed at multiple points 2. Schedule these types of changes to weekends or other off-peak times to minimize any potential impact 1\. Involve management for approval on all such changes on Production for approval 2\. Move these changes to weekends to reduce impacts Thank you for your patience and understanding during this disruption. We assure you that we are dedicated to continually improving our services to better your experience.