Increased error rates when accessing the website
Timeline · 6 updates
- investigating Nov 18, 2025, 12:33 PM UTC
Beginning at 11:48 UTC today, we observed an increased rate of errors when accessing the MASV web application and website. The cause has been identified as an operational issue at our service provider and a resolution is still underway. The MASV API, desktop app, and MASV Agent remain operational and transfers that are in progress are not affected.
- investigating Nov 18, 2025, 12:33 PM UTC
We are continuing to investigate this issue.
- identified Nov 18, 2025, 01:32 PM UTC
Our service provider has indicated that they have identified the issue and are implementing a fix.
- monitoring Nov 18, 2025, 04:31 PM UTC
We have observed a reduction in error rates following the deployment of a fix by our service provider. We will continue monitoring the health of the web app and website to ensure stability.
- resolved Nov 18, 2025, 09:04 PM UTC
We have observed continued system stability following the previous update. This incident has been resolved.
- postmortem Nov 25, 2025, 07:35 PM UTC
**Problem, Impact, and Resolution** On November 18, 2025, starting at 11:48 UTC we saw increased error rates accessing the MASV website and Web App due to an outage with a service provider. Our API, file delivery network, Desktop App, and MASV Agent, along with active uploads and downloads, remained functional. Stability improved by 14:42 UTC, errors ceased by 16:31 UTC, and the incident was resolved at 21:04 UTC after monitoring confirmed no further disruption. **Mitigation and Future Prevention** We take the reliability of our service seriously and are exploring ways to enhance platform resilience against major outages at any of our service providers. We are also developing additional customer support and communication channels.