Exalate experienced a major incident on April 6, 2026 affecting Exalate.app, lasting 4h 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 06, 2026, 11:07 AM UTC
We are currently investigating an issue when the workspaces are not loading the information. The sync is not affected, but the UI from New Exalate is not loading.
- monitoring Apr 06, 2026, 11:28 AM UTC
We have identified and an solution was implemented. Exalate.app is currently operational and working as expected, we will continue monitoring the situation and will provide an update soon.
- resolved Apr 06, 2026, 03:31 PM UTC
This incident has been resolved.
- postmortem Jul 07, 2026, 12:30 PM UTC
**Incident:** Exalate.app Not Loading Workspaces - April 6, 2026 **Duration:** 13:07 CEST - 13:28 CEST \(approximately 21 minutes\). **Impact:** The Exalate.app UI was inaccessible during this window. Issue synchronisation was not affected - integrations continued to run normally throughout. No data was lost. **Summary:** On April 6, 2026, the Exalate.app interface became inaccessible after an infrastructure credential was rotated as part of a planned security improvement programme. The component responsible for database connectivity caches credentials at startup and does not reload them automatically. The previous credential was removed before the component had been restarted to pick up the new one, causing authentication failures. **Timeline:** * 13:07 CEST - Issue detected, investigation initiated * 13:28 CEST - Fix deployed, service restored **Root Cause:** A credential rotation completed out of sequence - the old credential was removed before the consuming component had been restarted with the new one. **Resolution:** The affected components were restarted with the correct credentials. Service returned to full operation with no data loss. **Preventive Measures:** * A credential rotation procedure has been established enforcing a mandatory sequence: update, restart consumers, verify, then remove old credentials * Direct monitoring for database connectivity authentication failures is being implemented * Migration to automated credential management that eliminates manual rotation for this workload is underway We apologize for the disruption. We remain committed to the reliability of the Exalate platform.