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Lucidworks Connected Search and AI agent services are experiencing a service disruption resulting in failed requests. We are actively investigating the issue to restore normal operations. We will provide further updates as more information becomes available.

We are continuing to investigate the source of Connected Search and AI agent errors on our platform.  This is a recurrence of the event from October 27, 2026, but the same mitigation steps taken then are not resolving the issue this time.  Lucidworks engineers are actively working to identify a root cause, and we will post further updates here as soon as we have more information available to share.

We have deployed an infrastructure change to mitigate the issue. Connected Search and AI agent services are currently stable. Lucidworks services and software are operating normally. Platform users are no longer experiencing service disruptions. There is no direct customer or end-user impact observed. We will continue to actively monitor Connected Search and AI agents and will provide a final update once full resolution is confirmed.

We are continuing to monitor for any further issues.

Lucidworks services continue to operate normally with no platform disruption or customer impact. We are continuing to monitor for any further issues and will provide an update once full resolution is confirmed.

We have fully resolved the incident and validated the fix. All previously affected Lucidworks services are operating normally, restoring full functionality across the platform and eliminating impact to all users. An incident report will be published by end of day Friday.

## Summary On October 27, 2026, between 02:51 UTC and 17:29 UTC, Connected Search and Agent Studio agents in the Lucidworks production environment began returning intermittent errors. Any query request could potentially return a HTTP 500 error after waiting up to two minutes for a response. Other Lucidworks Platform services, including embedding models, LLM access, Commerce Studio, and the Lucidworks Platform UI, were not affected. Lucidworks was alerted at 03:12 UTC and began remediation efforts. The incident was resolved at 21:30 UTC. ## Root Cause The first window of disruption began at 02:51 UTC. The successful-response count from our search backend, hosted by a third-party provider, dropped to zero, and the search service stopped answering queries. Lucidworks restarted the services that were reporting unsuccessful search connections, which restored normal operation by 03:33 UTC. The second window began at 13:50 UTC, with smaller bursts of errors through 17:30 UTC. Lucidworks restarted services again and re-engaged our incident response procedures. During this window, we turned off extraneous search query services across the Lucidworks Platform, updated the third-party HTTP client settings to the provider's current recommendations, and added explicit timeouts and a larger connection pool. No errors were observed after these changes were put into effect at 17:29 UTC, and the incident was resolved at 21:30 UTC. The query service connection to the third-party search backend used default connect, read, and connection-wait timeouts, and the connection pool was small. When a connection stalled or was closed without a response, the request waited indefinitely, holding a pool slot and a request thread until the caller timed out after two minutes. With enough stalled connections, the service stopped serving search requests until it was restarted. The default timeouts turned connection problems into a service outage instead of a few quickly failing requests. In the second outage window, the third-party provider confirmed that the disruption coincided with a platform upgrade that restarted two of its container nodes. The provider recommended the changes to connection timeouts that we were already planning to add to our service. However, the behaviour was not limited to the confirmed upgrade window. In the first window, the third party reported no restarts, errors, or changes in request rate on its side, and the trigger for the stalled connections had not yet been identified. After the fixes were deployed, three connection attempts \(at 21:05 UTC and twice at 21:42 UTC\) received no answer to the TLS handshake. In each case, the new connection timeout ended the attempt after 2 seconds, and the retry on a new connection succeeded. Over the same period, all search requests returned successfully, with a median \(p50\) latency of 44 ms, validating our connection timeout fixes.The cause of the remaining intermittent issues on our search backend continues to be investigated by our provider. ## Lucidworks Actions Lucidworks will take the following actions as a result of this incident: * Add a scheduled check to our third-party provider's current recommendations for HTTP client settings to their service to proactively capture new suggestions for our query services * Update our tracked metrics for our services to monitor for recurrences of this particular issue * Ensure that adding additional infrastructure does not increase the connection load to our regionalized search services * Work with our third-party provider to identify what stalled the connections in the first window, and why some TLS handshakes still go unanswered outside the confirmed upgrade window ## Recommended Client Actions There are no recommended client actions as a result of this incident.

Lucidworks Connected Search is currently experiencing a service disruption resulting in query request failures. Customers using the platform to execute search queries are receiving failed requests. In addition, interactions with Agent Studio agents are unable to complete. We are actively investigating the issue to restore normal operations. We will provide further updates as more information becomes available.

We are continuing to investigate this issue.

We have restarted the affected backend services, and have seen the errors subside. We can confirm that stability has returned; Connected Search queries and Agent Studio agents are once again fully functional.  We are continuing to monitor the services to watch for a recurrence of errors and will provide a final resolution update once full stability is verified.

This incident is now fully resolved and all systems have returned to normal operations. Lucidworks services and software are operating normally with no remaining disruption, and there is no remaining direct customer impact to end users.

A subset of Lucidworks Platform, Lucidworks AI, and Connected Search customers are currently experiencing a service disruption related to invalid credentials. End users relying on search and AI capabilities across impacted clients may experience request failures. The root cause of this issue is currently under investigation, but is initially believed to be related to an unintended secret rotation within the Lucidworks Platform backend that only affects certain customer applications. We are actively investigating the situation to fully determine the cause and mitigate the disruption. We will provide further updates as soon as more information becomes available.

We have identified the issue to be caused by a background cleanup job that began unintentionally rotating customer application credentials in certain scenarios, beginning around 1700 UTC on August 5.  The job runs periodically, and only in specific edge cases will erroneously identify a given set of client credentials as needing to be replaced. We have disabled this job in order to mitigate the issue so that it cannot continue to affect any additional customers.  We are producing a report of affected client credentials and Lucidworks Support will be reaching out to each directly via Zendesk to inform them of what needs to be done in order to resolve the issue. A fix for the underlying bug has been prepared and is currently undergoing testing before being rolled out to our production environment.  We will post another update here as soon as that has been deployed.

After an exhaustive review of error logs, we have verified that the impact was contained to a handful of Lucidworks Search customers, and have already taken action to rotate all affected credentials. Lucidworks Search implementations include a failsafe mechanism to fall back to lexical-only search in the event that LWAI is unreachable, which would have prevented search errors from any impacted customer environments.  Clients with custom Lucidworks Fusion implementations are encouraged to ensure their particular implementation employs a similar mechanism, following our standard best practice guidance. Out of an abundance of caution, we will leave the cleanup job that was at the source of this issue turned off over the weekend. The fix for it has already been tested and verified, and will be deployed to production under scrutiny on Monday, August 10. Any customer still experiencing any issues is encouraged to please follow up with your Lucidworks Customer Excellence representative or Lucidworks Support for further details and assistance.

## Summary On August 7, 2026, Lucidworks was alerted to several application credentials being invalidated across Connected Search, Lucidworks AI, and Lucidworks Platform, and declared a Sev1 incident. Lucidworks found that a regular cleanup job had begun erroneously designating active integrations for deletion starting on August 5, 2026, resulting in credentials that were actively in use being incorrectly invalidated and recreated. Lucidworks later determined that this same issue also invalidated embed tokens used by customer-embedded Agent Studio widgets, Analytics signal collection Beacons, and usage metrics tracking. We disabled the cleanup job on August 7 to stop further disruptions, rotated credentials for confirmed impacted customers, and deployed a permanent fix on August 12. No further customer-facing errors have been detected since the fix was deployed. ## Root Cause A recent code change to the backend service that manages customer integrations with a third-party authentication and authorization provider altered how that service checked for outdated integrations across a customer's full set of applications. As a result, the service could only see a partial view of each customer's active integrations rather than the complete list. Due to this, it incorrectly treated valid, active integrations as no longer in use and recreated them, generating new backend credentials in the process. Recreating an integration this way had a secondary effect: it also invalidated the embed tokens used by customer-embedded Agent Studio widgets, Analytics signal collection Beacons, and usage metrics tracking, in addition to the backend Platform credentials. This behavior occurred in irregular, clustered bursts rather than on a steady, predictable schedule, which made the resulting customer impact appear intermittent and difficult to correlate to a single cause. Lucidworks determined the root cause by correlating the timing of the incorrect credential and embed token changes with a recent code change to the affected service, and confirmed the diagnosis by tracing how that service determined which integrations were still active. Lucidworks confirmed the fix by deploying a corrected version of the service and validating that credential and embed token regeneration had stopped. ## Lucidworks Actions Lucidworks has taken and will take the following actions as a result of this incident: * Disabled the automated integration-reconciliation process to immediately stop further credential and embed token disruptions * Deployed a corrected version of the affected service and re-enabled the reconciliation process after validating the fix * Rotated third-party authentication and authorization credentials for confirmed impacted customer environments * We will audit and add consistent customer, application, and request tracking to logs across affected services to reduce future diagnosis time * We will evaluate an underlying third-party library defect identified during this investigation and determine whether an upgrade can remove the need for its current workaround * We will review how integration recreation is handled to reduce the blast radius of future defects, so that a single error cannot invalidate embed tokens for unrelated functionality * We will review our proactive customer outreach process to ensure affected customers are notified consistently, regardless of whether a customer contacts Support directly themselves ## Recommended Client Actions Lucidworks previously recommended that affected customers verify that any embedded Agent Studio widgets, Analytics signal collection Beacons, or usage metrics tracking are functioning normally following this incident, and contact Lucidworks Support if authentication errors persist. Lucidworks communicated this recommendation directly to affected customers prior to publication of this report.

Lucidworks is currently responding to a report of service disruption affecting Connected Search functionality. While administrative operations within the Lucidworks Platform dashboard remain fully functional, external search operations for a subset of customers utilizing Connected Search are experiencing impact. End users accessing search through affected external applications are currently unable to receive search results or predictive suggestions. We are actively investigating this issue to identify the underlying cause and restore standard operation. Further updates will be provided as additional details become available.

The Connected Search service disruption is limited in scope to a specific client configuration. Affected customers are experiencing 401 Unauthorized response codes related to invalid authorization credentials when attempting to perform search queries through this integration, preventing end users from receiving search results or suggestions. We have confirmed that this issue is isolated to requests using invalid or expired credentials and that backend services and Connected Search functionality remain fully operational for all other clients. We are actively reproducing the exact credential behavior to resolve the disruption. Further updates will be provided as additional details become available.

Connected Search and the Lucidworks Platform are fully operational, having experienced no service degradation.  The root cause was confirmed to be isolated to a single customer issuing search requests using invalid credentials. The issue was validated and resolved after confirming all backend systems and platform functionality remained operating normally. Other customers utilizing the Lucidworks Platform are experiencing no impact. Please contact Lucidworks Support (https://support.lucidworks.com/hc/en-us) for any questions or assistance needed.