Greenlight Guru Outage History

Started Sep 21, 2026, 09:58 AM UTC· resolved Sep 21, 2026, 12:23 PM UTC

1. investigating Sep 21, 2026, 09:58 AM UTC

   We are currently investigating reports of increased error rates affecting parts of the Ultra platform. Users may experience errors when reviewing documents for training. Our engineering team is actively working to determine the root cause.

2. identified Sep 21, 2026, 11:24 AM UTC

   We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.

3. monitoring Sep 21, 2026, 12:12 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

4. resolved Sep 21, 2026, 12:23 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Sep 02, 2026, 11:54 AM UTC· resolved Sep 02, 2026, 01:41 PM UTC

1. investigating Sep 02, 2026, 11:54 AM UTC

   We are currently investigating reports of slow response times across portions of the Greenlight Guru platform. Users may experience delays when loading pages, uploading documents, or accessing workspaces. Our engineering team is actively working to identify the root cause.

2. investigating Sep 02, 2026, 12:32 PM UTC

   We are still investigating reports of slow response times across portions of the Greenlight Guru platform. Users may experience delays when loading pages, uploading documents, or accessing workspaces. Our engineering team is actively working to identify the root cause.

3. investigating Sep 02, 2026, 01:03 PM UTC

   We are still investigating reports of slow response times across portions of the Greenlight Guru platform. Users may experience delays when loading pages, uploading documents, or accessing workspaces. Our engineering team is actively working to identify the root cause.

4. identified Sep 02, 2026, 01:10 PM UTC

   We have identified the cause of the degraded performance. We are currently implementing a fix and monitoring recovery.

5. monitoring Sep 02, 2026, 01:22 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

6. resolved Sep 02, 2026, 01:41 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Aug 13, 2026, 12:23 AM UTC· resolved Aug 13, 2026, 02:12 AM UTC

1. investigating Aug 13, 2026, 12:23 AM UTC

   We are currently investigating a service disruption affecting parts of the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.

2. identified Aug 13, 2026, 12:33 AM UTC

   We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.

3. identified Aug 13, 2026, 01:36 AM UTC

   We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.

4. monitoring Aug 13, 2026, 01:41 AM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

5. resolved Aug 13, 2026, 02:12 AM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Jul 21, 2026, 11:29 PM UTC· resolved Jul 21, 2026, 11:29 PM UTC

1. resolved Jul 22, 2026, 03:03 PM UTC

   **What Happened:** An issue with underlying infrastructure in our US cluster caused application unavailability, resulting in a blank page for affected users. The EU environment remained fully operational and unaffected. **Resolution:** Our engineering team identified the infrastructure degradation and took immediate corrective action to restore services. All systems were fully restored and the platform is operating normally. **Next Steps:**We are conducting a thorough root-cause review alongside our cloud provider to prevent similar issues in the future. We apologize for any inconvenience this disruption may have caused.

2. identified Jul 22, 2026, 03:03 PM UTC

   We've identified an issue with the US Environment where users are not able to access the system. We're investigating the issue.

Read the full incident report →

Started Apr 17, 2026, 05:52 PM UTC· resolved Apr 17, 2026, 06:14 PM UTC

1. investigating Apr 17, 2026, 05:52 PM UTC

   We are currently investigating an issue where users are seeing an intermittent access error "You don't have permission to do that." that goes away after a refresh. We are appreciate your patience while we investigate and restore the functionality.

2. investigating Apr 17, 2026, 05:59 PM UTC

   We are continuing the investigation and have confirmed EU is not impacted.

3. resolved Apr 17, 2026, 06:14 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Apr 08, 2026, 01:56 PM UTC· resolved Apr 08, 2026, 02:24 PM UTC

1. identified Apr 08, 2026, 01:56 PM UTC

   We are working on restoring a service disruption affecting importing data from CSV (Design Controls/Risk) into Ultralight and users may experience disruptions. Our engineering team is actively working to restore this functionality.

2. resolved Apr 08, 2026, 02:24 PM UTC

   The issue has been resolved and all impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Mar 23, 2026, 02:26 PM UTC· resolved Mar 23, 2026, 03:00 PM UTC

1. investigating Mar 23, 2026, 02:26 PM UTC

   We are currently investigating a service disruption affecting Ultralight platform on the US Region. Users may experience disruptions. Our engineering team is actively working to identify the root cause.

2. monitoring Mar 23, 2026, 02:50 PM UTC

   The team has implemented a fix and we're currently monitoring.

3. resolved Mar 23, 2026, 03:00 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Mar 03, 2026, 03:05 PM UTC· resolved Mar 03, 2026, 04:15 PM UTC

1. investigating Mar 03, 2026, 03:32 PM UTC

   We are currently investigating a service disruption affecting Document and Change Management in the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.

2. identified Mar 03, 2026, 03:35 PM UTC

   We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.

3. monitoring Mar 03, 2026, 03:39 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

4. resolved Mar 03, 2026, 04:15 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

5. postmortem Mar 04, 2026, 12:14 AM UTC

   # Incident Summary On March 3 2026, some customers experienced a disruption to Document and Change Management workflows between approximately 15:05-15:33 UTC. ## Impact **Affected:** A limited subset of customers in the US Region. **Symptoms:** Users reported inability to upload, checkout or publish documents, or process change orders. ## Root Cause The disruption was caused by an unresponsive service. No customer data was negatively affected. ## Resolution The issue was mitigated by restarting the service. Performance returned to normal by 15:33 UTC. ## Next Steps / Prevention We are taking steps to increase monitoring, ensuring similar issues are detected earlier and resolved more quickly in the future. ## Status The issue has been fully resolved. All systems are operating normally. We continue to monitor performance closely to ensure stability in the Documents and Change Management workspaces.

Read the full incident report →

Started Mar 03, 2026, 02:15 PM UTC· resolved Mar 03, 2026, 02:33 PM UTC

1. investigating Mar 03, 2026, 02:15 PM UTC

   We are currently investigating a service disruption affecting Change Management in the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.

2. identified Mar 03, 2026, 02:21 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Mar 03, 2026, 02:22 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

4. resolved Mar 03, 2026, 02:33 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

5. postmortem Mar 04, 2026, 12:31 AM UTC

   # Incident Summary On March 3 2026, customers experienced a disruption to Change Management workflows between approximately 13:08-14:18 UTC. ## Impact **Affected:** All customers. **Symptoms:** Users reported inability to access change orders. ## Root Cause A component responsible for displaying Change Orders began erroring and was unable to complete requests. ## Resolution Once the component was identified, the component was restarted and service was fully restored. In some cases, users needed to refresh their browser session to ensure the application loaded. Performance returned to normal by 14:18 UTC. ## Next Steps / Prevention We are taking the following steps to reduce the likelihood of similar issues in the future: * Implementing additional safeguards around Change Order components. * Conducting a post-incident review. ## Status The issue has been fully resolved. All systems are operating normally. We continue to monitor performance closely to ensure stability in the Change Management workspaces.

Read the full incident report →

Started Feb 25, 2026, 04:20 PM UTC· resolved Feb 25, 2026, 06:11 PM UTC

1. investigating Feb 25, 2026, 04:48 PM UTC

   We are currently investigating reports of increased error rates affecting parts of the Greenlight Guru Clinical eConsent module. Users may experience intermittent errors. Our engineering team is actively working to determine the root cause.

2. identified Feb 25, 2026, 05:09 PM UTC

   We have identified the cause of the elevated error rates. eConsent continues to be primarily unavailable for signing. The remaining system is not impacted. We are currently implementing a fix and monitoring recovery.

3. monitoring Feb 25, 2026, 05:23 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

4. monitoring Feb 25, 2026, 05:24 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Feb 25, 2026, 06:11 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Feb 13, 2026, 07:28 PM UTC· resolved Feb 13, 2026, 07:37 PM UTC

1. investigating Feb 13, 2026, 07:28 PM UTC

   We are currently investigating this issue.

2. resolved Feb 13, 2026, 07:37 PM UTC

   This incident has been resolved. There was a momentary disruption caused by updated configuration. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Feb 09, 2026, 10:00 AM UTC· resolved Feb 09, 2026, 10:00 AM UTC

1. resolved Feb 09, 2026, 05:17 PM UTC

   We investigated a service disruption affecting Documents and Change Management workspaces of the Greenlight Guru platform. Users may have experienced intermittent disruptions. Our engineering team has resolved the issue and is conducting a root cause analysis.

2. postmortem Feb 09, 2026, 05:20 PM UTC

   # Incident Summary On February 9 2026, some customers experienced a disruption to Document and Change Management workflows between approximately 9:45-10:59 UTC. ## Impact **Affected:** A limited subset of customers in the EU Region. **Symptoms:** Users reported inability to upload, checkout or publish documents, or process change orders. ## Root Cause The disruption was caused by an unresponsive service. No customer data was negatively affected. ## Resolution The issue was mitigated by restarting the service. Performance returned to normal by 10:59 UTC. ## Next Steps / Prevention We are taking steps to increase monitoring, ensuring similar issues are detected earlier and resolved more quickly in the future. ## Status The issue has been fully resolved. All systems are operating normally. We continue to monitor performance closely to ensure stability in the Documents and Change Management workspaces.

Read the full incident report →

Started Dec 15, 2025, 07:25 PM UTC· resolved Dec 16, 2025, 03:40 AM UTC

1. identified Dec 15, 2025, 07:25 PM UTC

   We are currently aware of an issue affecting file uploads. Due to an outage with a third-party vendor, some uploads may fail. Our team is actively monitoring the situation and working with the vendor to ensure full functionality is restored as soon as possible. We will provide updates as more information becomes available.

2. identified Dec 15, 2025, 07:27 PM UTC

   Our vendor has identified the issue and a fix is being implemented

3. identified Dec 15, 2025, 08:12 PM UTC

   We continue to engage with our vendor and are working to have the issue resolved as soon as possible

4. identified Dec 15, 2025, 09:59 PM UTC

   Uploads may continue to fail, our vendor continues to work on rolling out a fix.

5. resolved Dec 16, 2025, 03:40 AM UTC

   Our vendor has implemented a fix, and we have confirmed resolution of the issue.

Read the full incident report →

Started Dec 11, 2025, 12:31 PM UTC· resolved Dec 11, 2025, 01:28 PM UTC

1. investigating Dec 11, 2025, 12:31 PM UTC

   We are currently investigating a service disruption affecting Documents and Change Management workspaces of the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.

2. investigating Dec 11, 2025, 12:54 PM UTC

   We are continuing to investigate this issue.

3. identified Dec 11, 2025, 01:05 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Dec 11, 2025, 01:07 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Dec 11, 2025, 01:28 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

6. postmortem Dec 11, 2025, 03:50 PM UTC

   # Incident Summary On December 11, 2025, some customers experienced a disruption to Document and Change Management workflows between approximately 2:15-3:08 UTC. ## Impact **Affected:** A limited subset of customers in the EU Region. **Symptoms:** Users reported inability to upload, checkout or publish documents, or process change orders. ## Root Cause The disruption was caused by an unresponsive service. No customer data was negatively affected. ## Resolution The issue was mitigated by restarting the service. Performance returned to normal by 3:08 UTC. ## Next Steps / Prevention We are taking steps to increase monitoring, ensuring similar issues are detected earlier and resolved more quickly in the future. ## Status The issue has been fully resolved. All systems are operating normally. We continue to monitor performance closely to ensure stability in the Documents and Change Management workspaces.

Read the full incident report →

Started Dec 08, 2025, 04:06 PM UTC· resolved Dec 08, 2025, 04:06 PM UTC

1. monitoring Apr 17, 2026, 07:02 PM UTC

   A fix has been implemented and we are monitoring the results.

2. resolved Apr 17, 2026, 07:02 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

3. identified Apr 17, 2026, 07:02 PM UTC

   The issue has been identified and a fix is being implemented.

4. investigating Apr 17, 2026, 07:02 PM UTC

   We are currently investigating an issue affecting the Documents and Training modules in the EU region of Ultralight. Our engineering team is actively working to identify the root cause.

Read the full incident report →

Started Nov 18, 2025, 04:07 PM UTC· resolved Nov 18, 2025, 04:07 PM UTC

1. identified Apr 17, 2026, 07:02 PM UTC

   We are aware of a major, widespread outage affecting our core Content Delivery Network (CDN), Cloudflare. Cloudflare is currently experiencing a "Global Network Issue," which is impacting many services across the internet, including Greenlight Guru Systems.

2. resolved Apr 17, 2026, 07:02 PM UTC

   This incident has been resolved.

3. monitoring Apr 17, 2026, 07:02 PM UTC

   Cloudfare reports a fix has been implemented and have resolved their incident. We will be continuing to monitor to ensure all services are back to normal.

Read the full incident report →

Started Nov 06, 2025, 06:08 PM UTC· resolved Nov 06, 2025, 06:08 PM UTC

1. identified Apr 17, 2026, 07:02 PM UTC

   We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.

2. investigating Apr 17, 2026, 07:02 PM UTC

   We are currently investigating a service disruption affecting the Documents workspace of the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.

3. resolved Apr 17, 2026, 07:02 PM UTC

   # Incident Summary On November 6, 2025, customers using SSO experienced a disruption to the e-signature approval process for Change Orders between approximately 14:30 UTC and 17:00 UTC. # Impact * Change Orders requiring approval were unable to progress or complete. * Users with SSO enabled experienced delays in document approval and associated workflows. * No data loss occurred, and all affected documents remained securely stored. # Root Cause A code change to routing transitions inadvertently disrupted the approval routing logic for Change Orders. The new code introduced an error in how routing transitions were evaluated for Change Orders. As a result, affected documents entered a continuous approval loop, preventing users from completing approval workflows. Specifically, the change to routing operations caused certain approval states to re-trigger instead of advancing to the next step in the approval process. This led to documents remaining perpetually in a “pending approval” state. # Resolution The engineering team identified the faulty logic and deployed a fix to correct the routing evaluation condition. Once applied, Change Orders resumed normal processing and previously impacted approvals were successfully completed. # Preventive Actions * Added automated tests for routing transition edge cases, including routing scenarios. # Status The issue has been fully resolved. All systems are operating normally.

4. resolved Apr 17, 2026, 07:02 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

5. monitoring Apr 17, 2026, 07:02 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

Read the full incident report →

Started Oct 23, 2025, 02:38 PM UTC· resolved Oct 23, 2025, 02:38 PM UTC

1. monitoring Apr 17, 2026, 07:02 PM UTC

   A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

2. resolved Apr 17, 2026, 07:02 PM UTC

   ### **Incident Summary** On October 23rd, customers experienced failures when viewing embedded PDFs within the Quality Processes workspace between approximately 14:00 UTC and 14:18 UTC. ### **Impact** **Affected:** Users attempting to view embedded PDFs within the Quality Processes workspace **Symptoms:** Users attempting to view these PDF’s received a “refuse to connect error” **Duration:** ~18 minutes **Root Cause** A recent security update to prevent unauthorized embeddings caused some legitimate embeddings to be unable to load. ### **Resolution** At 14:14 UTC, the security configuration was corrected to allow legitimate embedded loads in the pre-production environment and validated by the team. At 14:18 UTC, the fix was deployed to all production environments, fully restoring service. ### **Next Steps / Prevention** We will: * Implement automated testing to cover loading of embedded PDF’s. ### **Status** This incident is resolved.

3. investigating Apr 17, 2026, 07:02 PM UTC

   We are currently investigating a disruption affecting the quality process workspace.

4. resolved Apr 17, 2026, 07:02 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

Read the full incident report →

Started Oct 10, 2025, 06:49 PM UTC· resolved Oct 10, 2025, 06:49 PM UTC

1. investigating Apr 17, 2026, 07:02 PM UTC

   We are continuing to investigate reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is taking steps to mitigate performance issues and actively working to identify the root cause.

2. investigating Apr 17, 2026, 07:02 PM UTC

   We are continuing to investigate reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is actively working to identify the root cause.

3. investigating Apr 17, 2026, 07:02 PM UTC

   We are currently investigating reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is actively working to identify the root cause.

4. resolved Apr 17, 2026, 07:03 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

5. resolved Apr 17, 2026, 07:03 PM UTC

   **Incident Summary** On October 10, 2025, some customers experienced slow performance when accessing and loading documents in the Documents workspace between 14:46–16:08 UTC. **Impact** **Affected:** A limited subset of customers in the EU Region. **Symptoms:** Users reported slow load times when navigating between the document list and document details, with some actions taking several seconds longer than expected. **Root Cause** The disruption was caused by a query design issue in the new Documents workspace UI. No customer data was negatively affected. **Resolution** The issue was mitigated by disabling the new Documents UI feature, restoring customers to the previous stable version. Performance returned to normal by 16:08 UTC. **Next Steps / Prevention** We are taking steps to optimize queries and increase monitoring, ensuring similar issues are detected earlier and resolved more quickly in the future. **Status** This incident is resolved. We continue to monitor performance closely to ensure stability in the Documents workspace.

6. monitoring Apr 17, 2026, 07:03 PM UTC

   We are actively monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

Read the full incident report →

Started Jun 06, 2025, 01:45 PM UTC· resolved Jun 06, 2025, 01:45 PM UTC

1. investigating Apr 17, 2026, 07:03 PM UTC

   We are currently investigating this issue.

2. resolved Apr 17, 2026, 07:03 PM UTC

   This incident has been resolved.

3. identified Apr 17, 2026, 07:03 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Apr 17, 2026, 07:03 PM UTC

   A fix has been implemented and we are monitoring the results.

Read the full incident report →

Started Jun 05, 2025, 03:30 PM UTC· resolved Jun 05, 2025, 03:30 PM UTC

1. resolved Apr 17, 2026, 07:03 PM UTC

   We're experiencing an elevated level of errors and are currently looking into the issue.

Read the full incident report →

Started May 06, 2025, 03:01 PM UTC· resolved May 06, 2025, 03:01 PM UTC

1. investigating Apr 17, 2026, 07:03 PM UTC

   Increased errors when publishing documents

2. monitoring Apr 17, 2026, 07:03 PM UTC

   A fix is being rolled out to the necessary resources and service are fully operational

3. resolved Apr 17, 2026, 07:03 PM UTC

   During a routine security update to enhance the safety and performance of our systems, one of our services encountered an unexpected issue and failed to restart properly. As a result, a brief service disruption occurred. Our team acted immediately to resolve the issue and restore full functionality. To ensure stability, a short period of downtime was necessary during the recovery process. We sincerely apologize for any inconvenience this may have caused and truly appreciate your patience and understanding as we worked to quickly address the situation.

4. identified Apr 17, 2026, 07:03 PM UTC

   The team has identified the issue and is pushing out the fix. Users may experience a brief moment of downtime as the fix is rolled out.

Read the full incident report →

Started Mar 18, 2025, 05:22 PM UTC· resolved Mar 18, 2025, 05:22 PM UTC

1. resolved Apr 17, 2026, 07:03 PM UTC

   17:22 GMT: Network issue resulted in long load times and occasional retries required. 18:30 GMT: Traffic was routed to a region that was not experiencing the issue to mitigate. 19:50 GMT: Issue resolved in affected region and traffic back to being balanced evenly between regions.

Read the full incident report →