Loopio Outage History

Started Oct 16, 2026, 04:12 PM UTC· resolved Oct 16, 2026, 08:10 PM UTC

1. investigating Oct 16, 2026, 04:12 PM UTC

   Loopio is currently experiencing an issue with Automated Answers, which is affecting the ability to generate answers for our users who are located in North America. During this time, you can still make use of magic, our your library search. We recognize the impact this may have on your team’s workflow and sincerely appreciate your understanding while our team is working diligently to restore full functionality. If you need assistance in the meantime, please contact our Support Team at [email protected].

2. monitoring Oct 16, 2026, 04:57 PM UTC

   System performance relating to Automated Answers has improved and should be working as expected. Our Engineering is continuing to monitor to confirm full stability. We apologize for any inconvenience this may have caused.

3. resolved Oct 16, 2026, 08:10 PM UTC

   This incident has been resolved. Automated Answers are fully operational.

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Started Aug 14, 2026, 01:17 PM UTC· resolved Aug 14, 2026, 04:53 PM UTC

1. investigating Aug 14, 2026, 01:17 PM UTC

   Loopio is currently experiencing an issue with Automated Answers, which is affecting the ability to generate answers. During this time, you can still make use of magic, your library search, or manually generating your answer with AI. We recognize the impact this may have on your team’s workflow and sincerely appreciate your understanding while our team is working diligently to restore full functionality. If you need assistance in the meantime, please contact our Support Team at [email protected].

2. identified Aug 14, 2026, 01:32 PM UTC

   Our Engineering team has now identified the issue and is actively working on a fix. We will continue to provide updates as soon as more information is available.

3. resolved Aug 14, 2026, 04:53 PM UTC

   This incident has been resolved. Automated Answers is now fully operational. We sincerely apologize for the disruption and appreciate your patience as we worked to restore service. If you continue to experience any issues, please reach out to our Support Team at [email protected]

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Started Jul 07, 2026, 01:08 PM UTC· resolved Jul 08, 2026, 04:41 AM UTC

1. identified Jul 07, 2026, 01:08 PM UTC

   We are currently experiencing a partial outage impacting customers in the North America region only. Customers may encounter errors and timeouts when using Library Search and Library Search within Projects, and may be unable to utilize their Library during this time. Our Engineering team has identified the issue and is actively working on a fix. We will provide an update as soon as more information is available.

2. monitoring Jul 07, 2026, 01:38 PM UTC

   This incident has been resolved. Customers in the North America region may have experienced errors and timeouts when using Library Search and Library Search within Projects. The fix has been deployed and Engineering is continuing to monitor to confirm full stability. We apologize for any inconvenience this may have caused.

3. resolved Jul 08, 2026, 04:41 AM UTC

   This incident has been resolved.

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Started Jun 27, 2026, 05:45 PM UTC· resolved Jul 04, 2026, 04:53 PM UTC

1. monitoring Jun 27, 2026, 05:45 PM UTC

   Some Loopio users may be experiencing difficulty logging in to Loopio via Single Sign-On (SSO). If you are able to log in successfully, no action is required on your part. If you are unable to log in via SSO, this may be related to a certificate update required on your organization's end. Please contact Loopio Support and we'll help get you back up and running.

2. resolved Jul 04, 2026, 04:53 PM UTC

   This incident has been resolved.

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Started May 22, 2026, 02:33 PM UTC· resolved May 22, 2026, 02:33 PM UTC

1. resolved May 22, 2026, 02:33 PM UTC

   Resolved — May 21, 2026 On May 21, 2026, we became aware that some customers' Salesforce integrations had been disconnected. We shortly confirmed this was caused by a Salesforce platform outage affecting their Core Service in the USA East Region. Salesforce resolved the outage at 9:37 PM EDT on May 21, 2026, and we do not expect any further impact from this incident. Our engineering team has taken active steps to improve the resilience of the Salesforce integration. If your integration was disconnected, you can reconnect it by logging in to Loopio and navigating to Admin > Integrations. Please contact Loopio Support if you need assistance.

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Started Apr 01, 2026, 07:41 PM UTC· resolved Apr 07, 2026, 01:39 PM UTC

1. identified Apr 01, 2026, 07:41 PM UTC

   We are currently working on a fix for an issue where the Contact Support option in the Loopio Help menu is not responsive. We will share any updates via this page. An alternate workflow is to submit your request through the Help Center: https://support.loopio.com/hc/en-us/requests/new or send an email to [email protected]

2. resolved Apr 07, 2026, 01:39 PM UTC

   This incident has been resolved, and Support tickets can again be logged by selecting Contact Support in the Loopio Help menu. We sincerely apologize for the disruption and appreciate your patience as we worked to restore this service. If you continue to experience any issues after refreshing your screen and clearing your browser cache, please reach out to our Support Team at [email protected].

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Started Feb 12, 2026, 04:25 PM UTC· resolved Feb 12, 2026, 06:48 PM UTC

1. monitoring Feb 12, 2026, 04:25 PM UTC

   We are monitoring reported issues with our underlying service provider OpenAI, which are causing disruptions to answer generation, document search, and PowerPoint proposal features. At this time, only a small number of customers who have not yet been fully migrated to Azure on our end are experiencing these issues. Affected users may still experience high latency or intermittent errors when using the above features. OpenAI has applied a mitigation and is actively monitoring the situation to resolve the issue. We’ll continue to monitor the situation closely and provide updates as new information becomes available. Thank you for your patience, and please reach out to our Support Team at [email protected] if you have any questions or are experiencing ongoing impact.

2. resolved Feb 12, 2026, 06:48 PM UTC

   This incident has now been reported as Resolved.

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Started Jan 21, 2026, 01:55 PM UTC· resolved Jan 21, 2026, 02:45 PM UTC

1. investigating Jan 21, 2026, 01:55 PM UTC

   Some users may be experiencing slow performance or issues accessing the Project Workspace. We’re actively investigating and working to restore normal performance levels. We recognize the impact this may have on your team’s workflow and sincerely appreciate your understanding while our team is working diligently to restore full functionality. If you need assistance in the meantime, please contact our Support Team at [email protected]

2. monitoring Jan 21, 2026, 02:20 PM UTC

   We’ve implemented a fix for the issues accessing the Project Workspace and are currently monitoring to ensure full stability. Functionality should be returning to normal, though some users may still experience brief delays as systems recover. We’ll continue to monitor closely to confirm that the issue is fully resolved. If you continue to experience any issues, please contact our Support Team at [email protected].

3. resolved Jan 21, 2026, 03:03 PM UTC

   This incident has been resolved.

4. postmortem Jan 29, 2026, 07:09 PM UTC

   **What happened** A recent platform update introduced an inefficiency that caused certain background processes to run more often than intended. This increased load on our database and led to elevated system usage, which in turn caused performance slowdowns for some customers. **What we’re doing about it** We’ve taken steps to both resolve the immediate issue and reduce the likelihood of similar problems in the future: * Enhancing our review process to identify inefficient system usage patterns earlier in development * Expanding our end-to-end testing to include improved anomaly detection, helping us catch performance risks before they reach production We appreciate your patience and understand the importance of a fast, reliable platform. If you have any questions or continue to experience issues, our [support team](https://support.loopio.com/hc/en-us/requests/new) is here to help.

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Started Nov 25, 2025, 10:22 PM UTC· resolved Nov 25, 2025, 10:22 PM UTC

1. resolved Nov 25, 2025, 10:22 PM UTC

   Our team discovered loading issues caused by a minor automated system update that may have resulted in Loopio not loading for some users. We have since disabled automatic updates to ensure this does not happen again and to maintain a stable experience moving forward.

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Started Nov 18, 2025, 09:06 PM UTC· resolved Nov 18, 2025, 09:06 PM UTC

1. resolved Nov 26, 2025, 09:06 PM UTC

   During the outage, customers in EU could load the site but were unable to perform any actions. This has since been resolved.

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Started Nov 06, 2025, 07:43 PM UTC· resolved Nov 07, 2025, 07:23 PM UTC

1. investigating Nov 06, 2025, 07:43 PM UTC

   We are currently working on a fix for an issue where the claim assignment button is not visible to Teams. We anticipate a fix will be available within 2 weeks, and will share any updates via this page. An alternate workflow is to use focus view, where the claim assignment button is still visible: https://support.loopio.com/hc/en-us/articles/46296006029331-Claiming-a-Team-Assignment#h_01K9DAEJEJ9VKYKEW84ZFSF519 If you have any questions, please reach out to our Support Team via the Help menu in Loopio.

2. identified Nov 07, 2025, 06:41 PM UTC

   We are continuing to work on a fix for an issue where the claim assignment button is not visible to Teams. We anticipate a fix will be available later today, and will share any updates via this page. An alternate workflow is to use focus view, where the claim assignment button is still visible: https://support.loopio.com/hc/en-us/articles/46296006029331-Claiming-a-Team-Assignment#h_01K9DAEJEJ9VKYKEW84ZFSF519 If you have any questions, please reach out to our Support Team via the Help menu in Loopio.

3. resolved Nov 07, 2025, 07:23 PM UTC

   This incident has been resolved. We sincerely apologize for the disruption and appreciate your patience as we worked to restore the claim assignment button for Teams working in list view. If you continue to experience any issues, please reach out to our Support Team via the Help menu in Loopio.

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Started Nov 04, 2025, 08:00 AM UTC· resolved Nov 04, 2025, 08:00 AM UTC

1. resolved Nov 25, 2025, 10:14 PM UTC

   We were experiencing an error with our Library Duplicates page. This issue should now be resolved for all customers. Our teams will continue to monitor for any more unexpected issues.

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Started Nov 03, 2025, 01:30 AM UTC· resolved Nov 03, 2025, 01:30 AM UTC

1. resolved Nov 25, 2025, 10:26 PM UTC

   The DNS issues affecting Loopio domains have been resolved. However, due to DNS propagation, some users may continue to experience intermittent access issues as the changes take full effect. We will continue to monitor the situation closely to ensure full recovery.

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Started Oct 21, 2025, 02:00 AM UTC· resolved Oct 21, 2025, 02:00 AM UTC

1. resolved Nov 25, 2025, 10:19 PM UTC

   An AWS outage is affecting the list of features below: Import Document uploads (Search/Import) Proposal Summary Sharepoint Gen AI MS Dynamics Email Services that we've confirmed are currently fully operational include: Search Reporting Project List Page Viewing Projects & manually answering Project Entries Library Management Library Review AWS has reported a full recovery. We will continue to monitor the situation closely to ensure full recovery of Loopio services.

2. postmortem Dec 10, 2025, 04:50 PM UTC

   On October 20, 2025, Loopio experienced service disruptions due to a widespread outage affecting our public cloud provider, Amazon Web Services \(AWS\). During the incident, some users experienced intermittent issues with features in the Loopio Platform. Our team immediately began investigating and confirmed that the incident was related to an ongoing AWS service outage that was impacting AWS customers in US-East regions. We closely monitored AWS recovery efforts while implementing measures to minimize the impact on our platform. Overall functionality was restored during the early hours of October 20, though some intermittent issues persisted until AWS fully resolved the underlying incident. We understand how critical Loopio is to your daily operations, and we sincerely apologize for the disruption this caused. Our team is conducting a review to identify opportunities to strengthen our resilience against third-party service outages. Thank you for your patience and understanding as we worked through this situation.

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Started Jul 23, 2025, 04:15 PM UTC· resolved Jul 23, 2025, 04:44 PM UTC

1. resolved Nov 25, 2025, 10:24 PM UTC

   We are seeing service restored and users should now be able to access Loopio as normal. Our teams will continue to monitor for any more unexpected issues

2. postmortem Dec 10, 2025, 04:50 PM UTC

   On **Tuesday, July 23**, at approximately **11:15 AM EST**, some customers experienced **slower-than-usual response times** and **failed page loads** due to a performance issue affecting our North American data center. ### **What Happened** Our monitoring systems detected an unexpected spike in database activity, which led to delays in processing customer requests. The root issue was a combination of high traffic and numerous requests to the database that became significantly slower under load. This created a ripple effect that impacted the platform’s overall responsiveness. Our team quickly identified the cause and was able to clear the queue of slow requests and pause background processes that were identified as related, which immediately resulted in system responsiveness improving. Performance was fully restored by 11:44 AM EST. ### **What We’re Doing to Prevent This** We're actively working to expand the platform to avoid similar issues in the future. Immediate next steps include: * Reviewing the slow requests that were identified during the investigation * Expanding our load balancing across the systems * Reviewing and optimizing database request timeout configurations We understand the impact that any slowdown in the Loopio platform causes, and sincerely apologize for the inconvenience this has caused. We appreciate your patience and continued partnership as we continue to make improvements.

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Started Jun 04, 2025, 06:00 PM UTC· resolved Jun 04, 2025, 06:00 PM UTC

1. resolved Nov 25, 2025, 10:29 PM UTC

   Issues with accessing the Loopio platform are subsiding, and our Support and Engineering Teams will continue to monitor the system's performance.

2. postmortem Dec 10, 2025, 04:49 PM UTC

   ### **What Happened** On the morning of Jun 4th, our system experienced a period of degraded performance, followed by a temporary outage. This began when several routine tasks and increased user activity placed unexpected strain on our servers. As a result, the platform became slow and eventually unavailable for a short period. ### **What Caused It** The root cause was related to an increase in memory utilization on our web servers - the short-term "working space" our system needs to function. When that memory unexpectedly ran low, performance dropped sharply and some parts of the system stopped responding. This was not due to any malicious activity, but rather a combination of regular system tasks and higher-than-expected traffic happening at the same time. We restored service by upgrading our systems to add additional resources to support the unexpected load. This resolved the issue and brought the platform back online. ### **What We’re Doing to Prevent It** To make sure this doesn’t happen again, we’re taking several steps: * **Upgrading infrastructure** to better handle high demand. * **Improving how we schedule internal system tasks** to reduce the overall load on servers. * **Enhancing monitoring tools** so we can spot and address early warning signs faster. * **Reviewing system design** to increase efficiency and resilience under heavy load. ### **Looking Ahead** We’re very sorry for the disruption and the inconvenience it may have caused. Our team is committed to delivering a reliable, high-performing experience, and we appreciate your continued trust as we work to strengthen our systems.

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Started Mar 06, 2025, 08:00 PM UTC· resolved Mar 06, 2025, 10:00 PM UTC

1. resolved Nov 25, 2025, 10:31 PM UTC

   Issues with accessing the Loopio platform are subsiding, and our Support and Engineering Teams will continue to monitor the system's performance. Our Engineering Team will continue to monitor our system for any changes to performance.

2. postmortem Dec 10, 2025, 04:48 PM UTC

   On March 6th, 2025 at 7:49 am EDT the Loopio platform experienced an issue with its infrastructure that caused a service disruption primarily impacting search requests in the platform for approximately 2 hours. During this time, certain search requests may have failed or users may have experienced intermittent errors performing search requests in the platform. The interruption was caused by an unanticipated issue that was identified as high CPU utilization triggered by an upgrade of our OpenSearch AWS cluster. This high CPU usage resulted in a backlog of requests and a cascading increase in web requests, ultimately leading to HTTP 500 errors \(internal server errors\) for many users. The immediate resolution involved scaling down indexing operations to reduce the load on the system, while in parallel increasing the instance sizes within our OpenSearch cluster, which introduced stability to the platform. We are conducting a full investigation into the root cause of this issue. This will allow us to evaluate how to prevent problems like this in the future, and minimize the length of time a failure like this affects our customers. The Loopio team values transparency when it comes to any production issue. Your trust and confidence in Loopio is extremely important to us. If you have any questions, please don't hesitate to contact our support team.

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Started Feb 24, 2025, 11:00 PM UTC· resolved Feb 24, 2025, 11:30 PM UTC

1. resolved Nov 25, 2025, 10:38 PM UTC

   The issue should be resolved for all customers. If you notice anything not working as expected after logging out and logging back in, please reach out to our Support Team.

2. postmortem Dec 10, 2025, 04:48 PM UTC

   On February 24th, 2025 at 2:30pm EST, the Loopio platform experienced a technical issue that prevented the Loopio Library from being accessed for some customers. The interruption resulted in library endpoints returning HTTP 403 permission errors for approximately 30 minutes and was caused by an unanticipated technical configuration change. The immediate resolution was achieved through reversing the configuration change which fully restored access for customers impacted. We are conducting a full investigation into the root cause of this issue. This will allow us to evaluate how to prevent problems like this in the future, and minimize the length of time a failure like this affects our customers. The Loopio team values transparency when it comes to any production issue. Your trust and confidence in Loopio is extremely important to us. If you have any questions, please don't hesitate to contact our support team.

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Started Jan 07, 2025, 06:00 PM UTC· resolved Jan 07, 2025, 06:00 PM UTC

1. resolved Nov 25, 2025, 10:39 PM UTC

   The issue has subsided as of 10:01am EST. The Loopio Engineering team is continuing to monitor our systems.

2. postmortem Dec 10, 2025, 04:47 PM UTC

   ## **What Happened** Earlier this year, our team identified that the previous method of synchronizing Template Project entries could, in some cases, cause **database deadlocks**. These deadlocks occurred during Template Project page loads, when the system attempted to copy content from the Library entry each time the page was opened. Because of the database deadlock, some synchronizations failed. To eliminate this risk and improve stability, we updated the synchronization process in our October 15, 2025 release so that updates now occur through an **asynchronous background task** whenever a Library entry is modified. This successfully resolved the deadlock issue. However, Template Project entries that had already failed to synchronize earlier \(because of those deadlocks\) were **not automatically updated** by the new process. As a result, some entries in your account remained out of sync with their Library sources. ## **Customer Impact** This meant that in certain cases, content in Template Project entries did not reflect the latest updates from the corresponding Library entry. In some situations, footnotes and attachments were also affected. ## **How We Resolved It** To fully address the issue: * We performed targeted data updates to correct affected entries by synchronizing them with their Library sources. * We completed a full **backfill** of content, including footnotes and attachments. * We introduced a new automated **sanity check** that identifies unsynchronized entries going forward. * We added a **repair tool** that allows us to quickly fix any inconsistencies that are detected. ## **How We’re Preventing This Going Forward** We’ve updated our internal engineering process to ensure that when we move logic from real-time \(synchronous\) updates to background \(asynchronous\) tasks, we explicitly assess whether a **data backfill** is required. This helps prevent similar inconsistencies and ensures existing records remain aligned with new system behaviour.

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