IRIS Outage History

Started Nov 03, 2026, 11:30 AM UTC· resolved Nov 03, 2026, 11:30 AM UTC

1. resolved Nov 03, 2026, 11:30 AM UTC

   Due to an issue identified during post-deployment checks, causing degraded services for the Guest Web API, release v4.182.1 has been rolled back. The release will be further reviewed and deployed at a later date, to be confirmed.

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Started Mar 30, 2026, 11:26 AM UTC· resolved Apr 01, 2026, 08:36 AM UTC

1. investigating Mar 30, 2026, 11:26 AM UTC

   We are currently experiencing a failure of the Guest API service due to an issue with our Vendor API layer. Guests will not be able to view the menu and will be presented with a blank view. Our engineering team are working with our vendor to investigate the issue, and we expect an update in the next hour. Services affected: Guest Mobile / Web Workaround: There is no work around as this present time. Next update: 12:30 UTC

2. identified Mar 30, 2026, 11:49 AM UTC

   The engineering team have identified the cause of the issue to be caused by a failure in the Microsoft API layer service and we are working with Engineers to resolve the issue. Workaround: In parallel we have been able to create a temporary API Layer with another service and expect the service to be available again in the next 20-30 mins as the CDN's update their cache. This Workaround is not available for Guest Room which may continue to experince the issue. Next update: 13:00 UTC

3. identified Mar 30, 2026, 11:50 AM UTC

   We are continuing to work on a fix for this issue.

4. identified Mar 30, 2026, 01:06 PM UTC

   The engineering team continue to work with Microsoft to resolve the API layer issue. This is still on going. Workaround: In parallel we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having updated with the current configuration. This Workaround is not available for Guest Room which may continue to experince the issue. Next update: 14:00 UTC

5. identified Mar 30, 2026, 02:11 PM UTC

   The engineering team continue to work with Microsoft to resolve the API layer issue. This is still ongoing and continuing to affect the Manager API. Workaround: In parallel, we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having updated with the current configuration. This Workaround is not available for Guest Room, which may continue to experience the issue. Next update: 14:00 UTC

6. identified Mar 30, 2026, 03:05 PM UTC

   We have no further information at this moment. The team continue to investigate the problem and as soon as an update becomes available, we will update this thread. Workaround: In parallel we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having updated with the current configuration. This Workaround is not available for Guest Room, which may continue to experience the issue. Next update: 15:00 UTC

7. identified Mar 30, 2026, 05:09 PM UTC

   The engineering team are still investigating the issue. At this time, we do not have any timescales on when this problem will be resolved. Every effort is being made to provide a solution as quickly as possible. Workaround: In parallel we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having updated with the current configuration. This Workaround is not available for Guest Room, which may continue to experience the issue. Next update: 18:00

8. identified Mar 30, 2026, 06:09 PM UTC

   The engineering team are still investigating the issue. At this time, we do not have any timescales on when this problem will be resolved. Every effort is being made to provide a solution as quickly as possible. Workaround: In parallel, we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having been updated with the current configuration. This Workaround is not available for Guest Room, which may continue to experience the issue. Next update: 19:00 UTC

9. investigating Mar 30, 2026, 07:07 PM UTC

   We have no further information at this moment. The team continue to investigate the problem and as soon as an update becomes available we will update this thread. Workaround: In parallel, we have been able to create a temporary API Layer, and all properties should be available again now with the CDN service having been updated with the current configuration. This Workaround is not available for Guest Room, which may continue to experience the issue. Next update: 20:00 UTC

10. monitoring Mar 30, 2026, 07:41 PM UTC

    We have now put in place a solution to resolve the issue caused by API Service layer. All services are now operational and should now return to normal. The team will continue to monitor closely for the next 12hrs. Next update: 8:00 UTC (Tuesday, 31st of March)

11. monitoring Mar 31, 2026, 09:18 AM UTC

    The Guest API service is now not seeing any further issues and is considered resolved. We continue to monitor the Manager API, and the permanent fix for this service will be in place later today. The team will continue to monitor closely for the next 12hrs. Next update: 12:00 UTC (Tuesday, 31st of March)

12. resolved Apr 01, 2026, 08:36 AM UTC

    This issue has now been resolved. We would like to take this opportunity to apologise for any inconvenience that this may have caused. If you are still experiencing difficulties, please contact the support team at [email protected] or +44 203 322 5690 for assistance.

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Started Jan 11, 2026, 01:39 PM UTC· resolved Jan 12, 2026, 02:27 PM UTC

1. investigating Jan 11, 2026, 01:39 PM UTC

   Unplanned Outage We have had reports of some users receiving an error when scanning IRIS QR codes. Our team are currently investigating the issue. Services affected: Guest Web. Services using an IRIS QR code to direct guests to am IRIS Web page. Workaround: No work around at this time Next update: 2pm UTC If you have any questions, please contact your account manager or your agreed support channel stated in your service level agreement email [email protected]. Thank you,

2. investigating Jan 11, 2026, 02:04 PM UTC

   The Issue has been identified as a problem with the underlying Database. The team are actively working on a resolution to recover this to a working state. We do not have a resolution time at this point. Next Update will be at 3pm UTC

3. investigating Jan 11, 2026, 03:10 PM UTC

   We are continuing to work on a resolution for the Database issue, we do not have any further updates at this time. Next Update at 4pm UTC

4. monitoring Jan 11, 2026, 03:46 PM UTC

   A fix has now been put in place and sample QR codes are now directing correctly again to the required URL's. We will continue to closely monitor the service for the next 24 hrs to ensure there are no other issues. I would like to take this opportunity to apologise for any inconvenience that this may have caused. If you are continuing to experience difficulties, please contact the support team at [email protected] for assistance.

5. resolved Jan 12, 2026, 02:27 PM UTC

   There have been no issue since the Database was rebuilt. This issue is now considered closed. I would like to take this opportunity to apologise for any inconvenience that this may have cause. If you are continuing to experience difficulties, please contact the support team at [email protected] for assistance.

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Started Oct 29, 2025, 04:43 PM UTC· resolved Oct 30, 2025, 10:55 AM UTC

1. investigating Oct 29, 2025, 04:43 PM UTC

   We are currently investigating an issue with users not being able to access GXP Manager, or front end Services. It appears that our services have been affected by one of our vendor Microsoft, with the current notice Azure Portal Access Issues Starting at approximately 16:00 UTC, we began experiencing DNS issues resulting in availability degradation of some services. Customers may experience issues accessing the Azure Portal. We have taken action that is expected to address the portal access issues here shortly. We are actively investigating the underlying issue and additional mitigation actions. More information will be provided within 60 minutes or sooner. https://azure.status.microsoft/en-us/status Our engineering team are investigating, and we expect an update in the next hour. Services affected: GXP, Guest Web, Guest Mobile, guest Room Workaround: There is no current workaround Next update: 17:00 GMT

2. investigating Oct 29, 2025, 04:44 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 29, 2025, 05:58 PM UTC

   The issue has been identified and confirmed to be related to our vendor - Microsoft. Please refer to their notice for further information. https://azure.status.microsoft/en-us/status Azure Front Door - Connectivity issues Starting at approximately 16:00 UTC, customers and Microsoft services that leverage Azure Front Door (AFD) may have experienced issues resulting in latencies, timeouts and errors. We have confirmed that an inadvertent configuration change as the trigger event for this issue. We are taking several concurrent actions: Firstly where we are blocking all changes to the AFD services, this includes customer configuration changes as well. At the same time, we are rolling back our AFD configuration to our last known good state. As we rollback we want to ensure that the problematic configuration doesn't re-initiate upon recovery. Customers may have experienced problems accessing the Azure management portal. We have failed the portal away from AFD to mitigate the portal access issues. Customers should be able to access the Azure management portal directly, while all portal extensions are working correctly there may be a small number of endpoints that might have a problem loading (i.e. Marketplace). We do not have an ETA for when the rollback will be completed, but we will update this communication within 30 minutes or when we have an update. While we dont have an ETA yet. customers can consider implementing failover strategies with Azure Traffic Manager, to fail over from Azure Front Door to your origins: https://learn.microsoft.com/azure/architecture/guide/networking/global-web-applications/overview This message was last updated at 17:51 UTC on 29 October 2025

4. monitoring Oct 29, 2025, 07:45 PM UTC

   We are now seeing that GXP, IRIS Manager and guest facing services are now operational again. However, we are still not able to access images on all front end services. We will continue to monitor as service begin to return to normal. Microsoft continue to work on a resolution, with the latest update. https://azure.status.microsoft/en-us/status Azure Front Door - Connectivity issues - Observing recovery Starting at approximately 16:00 UTC on 29 October, 2025, customers and Microsoft services leveraging Azure Front Door (AFD) may have experienced latencies, timeouts, and errors. We have confirmed that an inadvertent configuration change was the trigger event for this issue. Current status: We initiated the deployment of our ‘last known good’ configuration, which has now successfully been completed. Customers may have begun to see initial signs of recovery. We are currently recovering nodes and routing traffic through healthy nodes, and as we make progress in this workstream, customers will continue to see improvement. Customer configuration changes will remain temporarily blocked while we continue mitigation efforts. We will notify customers once this block has been lifted. Some customers may also have experienced issues accessing the Azure management portal. We have failed the portal away from AFD to mitigate these access issues. Customers should now be able to access the Azure portal directly, and while most portal extensions are functioning as expected, a small number of endpoints (e.g., Marketplace) may still experience intermittent loading problems. At this stage, we anticipate full mitigation within the next four hours as we continue to recover nodes. This means we expect recovery to happen by 23:20 UTC on 29 October 2025. We will provide another update on our progress within two hours, or sooner if warranted. Although we are seeing signs of recovery and have an estimated timeline, customers may also consider implementing failover strategies using Azure Traffic Manager to redirect traffic from Azure Front Door to their origin servers as an interim measure. Learn more about Azure Front Door failover strategies for AFD: https://learn.microsoft.com/en-us/azure/architecture/guide/networking/global-web-applications/overview This message was last updated at 19:22 UTC on 29 October 2025

5. monitoring Oct 29, 2025, 09:10 PM UTC

   GXP, IRIS Manager and guest facing services are now fully operation again, including images and we are now seeing orders moving through the service again. Microsoft are continuing to work on a full solution to the issue, and recovery in progress, IRIS will continue to monitor our services while they continue to keep the issue open https://azure.status.microsoft/en-us/status Azure Front Door - Connectivity issues - Observing recovery Starting at approximately 16:00 UTC on 29 October 2025, customers and Microsoft services leveraging Azure Front Door (AFD) may have experienced latencies, timeouts, and errors. We have confirmed that an inadvertent configuration change was the trigger event for this issue. Affected Azure services include, but are not limited to: App Service, Azure Active Directory B2C, Azure Communication Services, Azure Databricks, Azure Healthcare APIs, Azure Maps, Azure Portal, Azure SQL Database, Container Registry, Media Services, Microsoft Defender External Attack Surface Management, Microsoft Entra ID, Microsoft Purview, Microsoft Sentinel, Video Indexer, and Virtual Desktop. Current status: We initiated the deployment of our ‘last known good’ configuration, which has now successfully completed. We are currently recovering nodes and re-routing traffic through healthy nodes. As recovery progresses, some requests may still land on unhealthy nodes, resulting in intermittent failures or reduced availability until more nodes are fully restored. This recovery effort involves reloading configurations and rebalancing traffic across a large volume of nodes to restore full operational scale. The process is gradual by design, ensuring stability and preventing overload as dependent services recover. We expect continued improvement across affected regions. This means we expect recovery to happen by 23:20 UTC on 29 October 2025 Customer configuration changes remain temporarily blocked to prevent new deployments that could interfere with recovery. We will notify customers once this block has been lifted. Some customers may also have experienced issues accessing the Azure management portal. We have failed the portal away from AFD to mitigate these access issues. Customers should now be able to access the Azure portal directly, and while most portal extensions are functioning as expected, a small number of endpoints (e.g., Marketplace) may still experience intermittent loading problems. We will provide another update on our progress within two hours, or sooner if warranted. Although we are seeing signs of recovery, customers may also consider implementing existing failover strategies using Azure Traffic Manager to redirect traffic from Azure Front Door to their origin servers as an interim measure. https://learn.microsoft.com/azure/frontdoor/routing-methods This message was last updated at 21:04 UTC on 29 October 2025

6. monitoring Oct 30, 2025, 08:57 AM UTC

   We are continuing to monitor for any further issues.

7. resolved Oct 30, 2025, 10:55 AM UTC

   We have continued to monitor our service over the past 12 hours and there have been no further issues. Microsoft, have also provided a PIR for the documented outage yesterday, for more information please see https://azure.status.microsoft/en-us/status/history/ Preliminary Post Incident Review (PIR) - Azure Front Door - Connectivity issues across multiple regions Tracking ID: YKYN-BWZ We would like to take this opportunity to apologise for any inconvenience that this may have caused. If you are continuing to experience difficulties, please contact the support team at [email protected] or +44 203 322 5690 for assistance.

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