Degraded Performance

Update timeline

1. investigating Mar 24, 2026, 02:42 PM UTC

   Identifi is aware of intermittent slow performance. We are actively investigating.

2. investigating Mar 24, 2026, 06:35 PM UTC

   We are continuing to investigate this issue.

3. investigating Mar 24, 2026, 08:56 PM UTC

   We have been actively monitoring the situation and working with customers throughout the day; however, a root cause has not yet been identified. If you are experiencing this issue and have not already contacted Support, please email [email protected] so we can further investigate. At this time, the issue appears to be intermittent and does not impact all users or environments. We will continue to monitor the situation and provide updates as more information becomes available.

4. investigating Mar 25, 2026, 01:57 PM UTC

   Identifi continues to monitor and investigate this issue. It remains an intermittent condition. Some end users report that closing and restarting the browser can help. If you are experiencing this issue and have not already contacted Support, please email [email protected] so we can further investigate. When you contact Support, please provide detailed information about which function you are using and where you are experiencing an issue. Unless there is new information sooner, we will post another update at 12:00 PM US ET (16:00 UTC).

5. investigating Mar 25, 2026, 04:15 PM UTC

   Our team is actively monitoring and investigating this intermittent issue. If you haven't already reached out, please email [email protected] and include details about the specific function and location where you're experiencing the issue — this will help us investigate more effectively. Barring any new developments, our next update will be posted at 4:00 PM US ET (20:00 UTC).

6. investigating Mar 25, 2026, 08:54 PM UTC

   Our team continues to monitor and investigate the intermittent issue. As part of our ongoing efforts, we will be performing a reboot of a core VPN device after 11:00 PM ET tonight. This device supports all VPN connections, and we are taking this step to rule out the VPN connection as the root cause. We will provide further updates as more information becomes available.

7. investigating Mar 26, 2026, 02:39 PM UTC

   The VPN device restart completed last night does not appear to have resolved the intermittent issue. Our next step is to implement a configuration change to the VPN device, which will be service-impacting. We currently plan to perform this change after hours, beginning at 11:00 PM ET (03:00 UTC). In the meantime, please share the following guidance with any users experiencing intermittent issues: ** If an error occurs while loading an image, please refresh or restart your browser. ** If you are indexing a batch and experiencing latency on a file, please allow additional time for the image to load. ** If attributes are not displaying while indexing a batch, please click back and then forward to reload the screen. If you are experiencing this issue and have not yet notified our Support team, please email [email protected] so we can log your organization as impacted. This information helps us better understand the scope of the issue and identify patterns as we continue troubleshooting. We will provide further updates as more information becomes available.

8. monitoring Mar 27, 2026, 01:21 PM UTC

   The configuration change applied overnight appears to have improved performance. Identifi will continue to monitor as traffic increases throughout the day.

9. resolved Mar 30, 2026, 01:43 PM UTC

   This incident has been resolved. A root cause analysis will follow.

10. postmortem Mar 30, 2026, 02:20 PM UTC

    **Root Cause** Our investigation determined that the virtual machine \(VM\) powering the network appliance responsible for terminating customer VPN connections experienced CPU resource throttling on the underlying Azure infrastructure. This throttling degraded the appliance's ability to process network traffic, resulting in connection drops and packet loss for affected customers. To resolve the issue, Identifi migrated the appliance to an Azure VM type that is not subject to resource throttling. **What We're Doing to Prevent Recurrence** Identifi has implemented dedicated resource monitoring and alerting for this VM, enabling our team to detect and respond to similar infrastructure conditions before they impact customers.