HxDR Outage History

HxDR major outage · 1 long-running issue View live status →

HxDR had 20 outages in the last 2 years totaling 294h 31m of downtime, averaging 0.8 incidents per month.

There were 20 HxDR outages since November 13, 2024 totaling 294h 31m of downtime. Each is summarised below. Incident details, duration, and resolution information.

Source: status.hxdr.app

Major September 29, 2026

Login and API Errors — EMEA (Ireland)

Detected by Pingoru
Sep 29, 2026, 02:21 PM UTC
Resolved
Sep 29, 2026, 03:50 PM UTC
Duration
1h 28m
Affected: RCS Login PageUser APIShop API
Timeline · 4 updates
  1. investigating Sep 29, 2026, 02:21 PM UTC

    We are experiencing an issue on the HxDR platform API beginning at Tuesday, 2026-09-29 15:03 CEST Our engineering team is investigating the issue. We will provide an update by Tuesday, 2026-09-29 17:00 CEST with current details Diagnosis: Customers using the EMEA (Ireland) region might experience the following: - Being unable to log in to GeoCloud, or being logged out immediately after logging in - Errors on a large share of HxDR platform API requests (User, Project/Asset, Catalog and Shop APIs) - Failures when streaming assets The EMEA (UAE), North America (Canada) and North America (US) regions are not affected by this issue. Workaround: None at this time.

  2. identified Sep 29, 2026, 03:03 PM UTC

    The issue has been identified and a fix is being implemented. The affected services are GeoCloud login, the User, Project/Asset, Catalog and Shop APIs, and asset streaming in the EMEA (Ireland) region. The root cause was identified as a backend component that could not restart because a third-party software dependency is no longer available from its public source. A fix has been tested on a non-production environment and is now being prepared for production. The EMEA (UAE), North America (Canada) and North America (US) regions are not affected. We will provide an update here at the latest by Tuesday, 2026-09-29 18:00 CEST.

  3. monitoring Sep 29, 2026, 03:21 PM UTC

    A fix has been implemented and we are monitoring the results. Since 17:14 CEST, GeoCloud login, the HxDR platform APIs (User, Project/Asset, Catalog and Shop) and asset streaming in the EMEA (Ireland) region are working normally again. The EMEA (UAE), North America (Canada) and North America (US) regions were not affected. We will provide a final update by Tuesday, 2026-09-29 18:00 CEST.

  4. resolved Sep 29, 2026, 03:50 PM UTC

    The incident has been resolved. The root cause was a backend component that could not restart because a third-party software dependency was no longer available from its public source. The component has been updated and restored. Since 17:14 CEST, GeoCloud login, the HxDR platform APIs (User, Project/Asset, Catalog and Shop) and asset streaming in the EMEA (Ireland) region have been working normally. The EMEA (UAE), North America (Canada) and North America (US) regions were not affected. We apologize for the inconvenience.

Read the full incident report →

Major September 1, 2026

Single Sign-On Login Failures

Detected by Pingoru
Sep 01, 2026, 09:30 AM UTC
Resolved
Sep 02, 2026, 08:46 AM UTC
Duration
23h 15m
Affected: RCS Login PageRCS Login PageRCS Login Page
Timeline · 4 updates
  1. investigating Sep 01, 2026, 09:30 AM UTC

    We have noticed failures when logging in to GeoCloud via single sign-on since 08:41 UTC on Tuesday, 2026-09-01. The cause is an ongoing outage at a third-party identity provider and not an issue within the GeoCloud platform itself. We are investigating and will provide updates here at the latest by 10:30 UTC. We apologize for the inconvenience. Diagnosis: Users might experience the following: - Login to GeoCloud via single sign-on fails or does not complete - Users who are signed out cannot sign back in What is not affected: - Users with an active session can continue working normally - User API, Project/Asset API, Catalog API, Shop API, Processing API and Asset Streaming are operating normally - No data loss or impact on stored or processing assets Workaround: If you are currently signed in, please avoid signing out until this incident is resolved.

  2. monitoring Sep 01, 2026, 10:46 AM UTC

    Single sign-on logins to the GeoCloud have partially recovered and some users are able to sign in again. The root cause sits with a Microsoft EntraID identity provider used for single sign-on. Microsoft still reports degraded service and is completing its remediation, so we are keeping this incident open and monitoring for residual or intermittent login failures rather than closing it now. Next update: Tuesday, 2026-09-01 14:30 CEST

  3. monitoring Sep 01, 2026, 01:16 PM UTC

    We are monitoring the situation with Microsoft EntraID and have found the login issue to be mostly operational. The root cause sits with a Microsoft EntraID identity provider used for single sign-on. Microsoft still reports degraded service and is completing its remediation, so we are keeping this incident open and monitoring for residual or intermittent login failures rather than closing it now. Next update: Tuesday, 2026-09-01 18:00 CEST

  4. resolved Sep 02, 2026, 08:46 AM UTC

    We have been monitoring the situation and the login issues for SSO accounts using Microsoft EntraID have been resolved.

Read the full incident report →

Notice August 2, 2026

Log in not possible

Detected by Pingoru
Aug 02, 2026, 02:00 PM UTC
Resolved
Aug 02, 2026, 02:00 PM UTC
Duration
–
Timeline · 1 update
  1. resolved Aug 03, 2026, 07:14 AM UTC

    Log in to Hexagon GeoCloud not possible.

Read the full incident report →

Critical July 16, 2026

Service Disruption

Detected by Pingoru
Jul 16, 2026, 08:29 AM UTC
Resolved
Jul 16, 2026, 09:45 AM UTC
Duration
1h 16m
Affected: Processing API
Timeline · 3 updates
  1. investigating Jul 16, 2026, 08:29 AM UTC

    We are currently investigating an issue affecting sign-in and API access across the HxDR platform. Users may be unable to log in or use the application at this time. Our team is actively working to identify and resolve the root cause. We will post an update within 30 minutes.

  2. investigating Jul 16, 2026, 09:18 AM UTC

    Update: We've identified the cause. Sign-in and API access are affected by a global outage at an upstream provider our platform relies on. The team is already working on a way to bypass the affected service. We'll post the next update by 12:30 CET.

  3. resolved Jul 16, 2026, 09:45 AM UTC

    Resolved (11:39 CET): Sign-in and API access are fully restored. We put a workaround in place while the upstream issue is resolved, so you can log in and use the platform as normal again. If you still have any trouble, please clear your session and sign in again, or reach out to [email protected]. We apologize for the inconvenience.

Read the full incident report →

Minor June 18, 2026

Measurement issues in panoramic (pano) view

Detected by Pingoru
Jun 18, 2026, 09:46 PM UTC
Resolved
Jun 19, 2026, 01:46 PM UTC
Duration
16h
Timeline · 4 updates
  1. investigating Jun 18, 2026, 09:46 PM UTC

    We have identified an issue affecting distance measurements taken in panoramic (pano) view: - On some assets, measurements taken in pano view may return incorrect (too large) values. - On some older assets, pano-view measurements may fail to load ("Loading measurable data…"). Not affected: measurements taken in point cloud view remain accurate, as do asset viewing, upload, and processing. Workaround: When measuring in pano view, enable the Magnifier. Measurements taken with the Magnifier are accurate. (On the older assets where measurable data does not load, no workaround is available yet.) Our engineering team is working on a fix, expected Friday 2026-06-19 (morning, CEST). We will provide the next update here by Friday 2026-06-19, 09:00 CEST. We apologize for the inconvenience.

  2. investigating Jun 19, 2026, 07:05 AM UTC

    We are continuing to investigate the issue affecting distance measurements in panoramic (pano) view. Our engineering team has not yet identified the root cause. Workaround (unchanged): when measuring in pano view, enable the Magnifier for accurate results. No workaround is available yet for older assets where pano-view measurements do not load. Measurements taken in point cloud view remain accurate. We will provide the next update by Friday 2026-06-19, 12:00 CEST. We apologize for the inconvenience.

  3. identified Jun 19, 2026, 10:20 AM UTC

    The issue affecting distance measurements in panoramic (pano) view has been identified and a fix is being implemented. We found two causes: - Incorrect values in pano view: caused by a recent change to how pano-view measurements are calculated. We are reverting this change on PROD. - Older assets where pano-view measurements would not load: caused by a data issue affecting a set of older assets, which we are correcting; some are already fixed. Measurements in point cloud view are unaffected and remain accurate. Interim workaround for incorrect values: enable the Magnifier when measuring in pano view. We are working to deploy the fix as soon as possible. Next update by Friday 2026-06-19, 15:00 CEST. We apologize for the inconvenience.

  4. resolved Jun 19, 2026, 01:46 PM UTC

    The incident affecting distance measurements in panoramic (pano) view has been resolved. We corrected the affected older assets so that pano-view measurements load again, and we addressed the cause of the incorrect values in pano view. Measurements in point cloud view were unaffected throughout. We apologize for the inconvenience.

Read the full incident report →

Major March 16, 2026

File upload completion failures on HxDR platform API

Detected by Pingoru
Mar 16, 2026, 12:21 PM UTC
Resolved
Mar 16, 2026, 02:18 PM UTC
Duration
1h 57m
Affected: Processing API
Timeline · 3 updates
  1. identified Mar 16, 2026, 12:21 PM UTC

    We are experiencing an issue on the HxDR platform API beginning at [Monday, 2026-03-16 10:00 CET]. Our engineering team has identified the issue and a hotfix is being prepared. We will provide an update by [Monday, 2026-03-16 14:00 CET] with current details. Diagnosis: Customers might experience the following: - File upload completion requests can fail with a validation error for some integrated applications Workaround: None at this time.

  2. identified Mar 16, 2026, 01:04 PM UTC

    The issue with file upload completion requests failing is still ongoing. Our engineering team is actively working on deploying a hotfix. We will provide an update by [Monday, 2026-03-16 15:00 CET].

  3. resolved Mar 16, 2026, 02:18 PM UTC

    The issue with file upload completion requests failing has been resolved. A hotfix has been deployed successfully. We apologize for the inconvenience.

Read the full incident report →

Notice January 29, 2026

Downtime in Canada

Detected by Pingoru
Jan 29, 2026, 01:30 AM UTC
Resolved
Jan 29, 2026, 01:39 AM UTC
Duration
9m
Timeline · 1 update
  1. resolved Jan 29, 2026, 09:27 AM UTC

    We experienced an issue on the HxDR platform API beginning at 7:44 PM, 28 Jan 2026 (CST, UTC−6) Diagnosis: Customer's might experience following: * Projects, assets and users could not be accessed in Canada for 9 minutes. The issue has been resolved. We will continue to monitor this problem.

Read the full incident report →

Major January 22, 2026

CloudWorx cannot access some HxDR Projects

Detected by Pingoru
Jan 22, 2026, 10:00 AM UTC
Resolved
Jan 23, 2026, 10:55 AM UTC
Duration
1d
Timeline · 2 updates
  1. identified Jan 23, 2026, 10:52 AM UTC

    Hello everyone, We are experiencing a reported issue on the HxDR platform API beginning on Thursday, 2026-01-22 11:00 CET Our engineering team is investigating the issue. We will provide an update by Friday, 2026-01-12 11:55 CET with current details Customers might experience the following: Cloudworx cannot load some HxDR projects Workaround: None at this time

  2. resolved Jan 23, 2026, 10:55 AM UTC

    This issue is resolved. We apologize for the inconvenience.

Read the full incident report →

Notice January 12, 2026

Projects and assets are not accessible

Detected by Pingoru
Jan 12, 2026, 10:58 AM UTC
Resolved
Jan 12, 2026, 10:58 AM UTC
Duration
–
Timeline · 1 update
  1. resolved Jan 12, 2026, 10:58 AM UTC

    We are experiencing an issue on the HxDR platform API beginning on Monday, 2026-01-12 11:00 CET Our engineering team is investigating the issue. Customers might experience the following: all accounts/users on HxDR are unable to load projects/view assets Workaround: None at this time

Read the full incident report →

Notice October 31, 2025

Disruption in company account creation process

Detected by Pingoru
Oct 31, 2025, 08:00 AM UTC
Resolved
Oct 31, 2025, 08:00 AM UTC
Duration
–
Timeline · 1 update
  1. resolved Oct 31, 2025, 09:22 AM UTC

    We experienced a temporary disruption affecting the first confirmation step during company account creation, which impacted all customers attempting to create a company account during that time. User invitations to existing company accounts were not affected. Our support team applied a workaround by manually resolving login issues to ensure affected users could proceed with minimal delay. A permanent fix has since been implemented, and the process for creating company accounts is now fully stable and functioning as expected.

Read the full incident report →

Critical October 17, 2025

asset streaming issue affecting NA-1 (US deployment) and connected countries (SE-Asia, Korea, Japan and ANZ)

Detected by Pingoru
Oct 17, 2025, 02:01 PM UTC
Resolved
Oct 17, 2025, 02:29 PM UTC
Duration
27m
Affected: Project/Asset API
Timeline · 3 updates
  1. investigating Oct 17, 2025, 02:01 PM UTC

    We are currently investigating this issue.

  2. identified Oct 17, 2025, 02:12 PM UTC

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

  3. resolved Oct 17, 2025, 02:29 PM UTC

    This incident has been resolved.

Read the full incident report →

Major October 10, 2025

Some GeoCloud Drive users are not able to access data

Detected by Pingoru
Oct 10, 2025, 12:26 PM UTC
Resolved
Oct 10, 2025, 01:19 PM UTC
Duration
53m
Timeline · 2 updates
  1. investigating Oct 10, 2025, 12:26 PM UTC

    Some users are shown a message saying "You don't have the necessary permissions to access GeoCloud Drive" although the user has a valid license.

  2. resolved Oct 10, 2025, 01:19 PM UTC

    The issue is understood. The issue is isolated to users that first signed up via myWorld between September 20th and October 2nd 2025. We are adjusting settings for these uses. Please reach out via Support ticket in case the issue persists for certain users. Based on this we will close this incident. We apologize for the inconvenience.

Read the full incident report →

Major July 29, 2025

API responding with 50x

Detected by Pingoru
Jul 29, 2025, 09:45 AM UTC
Resolved
Jul 29, 2025, 10:21 AM UTC
Duration
35m
Affected: Processing API
Timeline · 2 updates
  1. identified Jul 29, 2025, 09:45 AM UTC

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

  2. resolved Jul 29, 2025, 10:21 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor July 11, 2025

Degraded performance on processing capability

Detected by Pingoru
Jul 11, 2025, 01:59 PM UTC
Resolved
Jul 14, 2025, 12:21 PM UTC
Duration
2d 22h
Affected: Processing API
Timeline · 2 updates
  1. monitoring Jul 11, 2025, 01:59 PM UTC

    Processing is affected by a degraded performance on a 3rd party integration, users might encounter longer processing times

  2. resolved Jul 14, 2025, 12:21 PM UTC

    This incident has been resolved.

Read the full incident report →

Major May 28, 2025

Cannot save GeoTags

Detected by Pingoru
May 28, 2025, 08:38 AM UTC
Resolved
May 28, 2025, 01:06 PM UTC
Duration
4h 28m
Timeline · 2 updates
  1. identified May 28, 2025, 08:38 AM UTC

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

  2. resolved May 28, 2025, 01:06 PM UTC

    This incident has been resolved.

Read the full incident report →

Critical February 17, 2025

Query quotation not responding

Detected by Pingoru
Feb 17, 2025, 01:17 PM UTC
Resolved
Feb 17, 2025, 03:25 PM UTC
Duration
2h 8m
Timeline · 2 updates
  1. identified Feb 17, 2025, 01:17 PM UTC

    We are experiencing an issue on the HxDR Content Store beginning on Monday, February 17th 2025 12:59 CET The issue is understood and our engineering team is working on a fix. We will provide an update by Monday, February 17th 2025 15:00 CET with current details Diagnosis: Customer's might experience following: - No quotations are available on the store. The system falls back to forwarding users to our Sales Form (see image) - The actual issue is with an external API being down (epsg.io). Our engineers work on a solution to make our system less dependant on that API.

  2. resolved Feb 17, 2025, 03:25 PM UTC

    This incident has been resolved.

Read the full incident report →