MindTouch incident
CXone Mpower Expert - Service Degradation – Monitoring complete. Status = All Services Running Normally
MindTouch experienced a major incident on January 13, 2026 affecting Application (General Service) and Search and 1 more component, lasting 1h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 13, 2026, 01:13 AM UTC
CXone Expert Service Degradation: Sites unavailable. The CXone Expert Engineering team is investigating reports of site unavailability.
- investigating Jan 13, 2026, 01:28 AM UTC
CXone Expert Service Degradation: Sites unavailable. The CXone Mpower Expert Engineering team is investigating reports of site unavailability.
- investigating Jan 13, 2026, 01:44 AM UTC
CXone Expert Service Degradation: Sites unavailable. The CXone Expert Engineering team is investigating reports of site unavailability.
- investigating Jan 13, 2026, 01:59 AM UTC
CXone Expert Service Degradation: Sites unavailable. The CXone Expert Engineering team is investigating reports of site unavailability
- identified Jan 13, 2026, 02:08 AM UTC
CXone Expert Service Degradation: Sites unavailable. The issue has been identified and a fix is being worked on for deployment.
- monitoring Jan 13, 2026, 02:17 AM UTC
CXone Expert - Fix Deployed - All Services Running Normally. The CXone Mpower Expert Engineering team has deployed a fix and all services are running normally. We are currently monitoring sites for deployment stability. Event duration (1h 3m)
- monitoring Jan 13, 2026, 02:34 AM UTC
CXone Expert - Fix Deployed - All Services Running Normally. The CXone Mpower Expert Engineering team has deployed a fix and all services are running normally. We are currently monitoring sites for deployment stability. Event duration (1h 3m)
- resolved Jan 13, 2026, 02:50 AM UTC
CXone Expert - Service Disruption Resolved - All Services Running Normally. The CXone Expert Engineering team has deployed a fix and monitored the deployment to make sure sites are stable. The issue is now resolved at this time. Event duration (1h 3m)
- postmortem Jan 20, 2026, 08:47 PM UTC
**Impact Start Time** \(UTC\) 01/13/2026 01:05 AM UTC **Impact End Time** \(UTC\) 01/13/2026 02:15 AM UTC **Incident Summary** Updated on 01/20/2026 - On 01/13/2026, some NiCE CXone Mpower customers reported experiencing service disruptions when accessing the CXone Mpower Expert knowledge portal. During this time, incorrect authentication settings in the production environment prevented users from successfully signing in. The issue was traced to an unexpected behaviour on a deployment tool that caused a component to be deployed to multiple environments, including production, at the same time. The impact was resolved when engineers corrected the configuration by redeploying the correct resources and configuration to the production environment. Following the fix, user access, cluster health, and overall platform functionality were validated, confirming full restoration of service. **Root Cause** During routine deployment testing, a commandline interface \(CLI\) tool encountered an edgecase condition that caused part of a deployment script to run across several environments simultaneously. Although the script commands were valid, the tool incorrectly mixed environment context, one role was targeting a lower environment while another component pointed to production. This resulted in unintended changes to Identity and Access Management \(IAM\) settings in the production environment. The incorrect IAM configuration disrupted authentication workflows, making the portal temporarily inaccessible. * Detection: Internal support teams received reports from customer experiencing service disruptions when accessing the CXone Mpower Expert knowledge portal. * Remediation: The impact was resolved when engineers corrected the configuration by redeploying the correct resources and configuration to the production environment. Following the fix, user access, cluster health, and overall platform functionality were validated, confirming full restoration of service. Completed on 01/13/2026. **Corrective Actions** Prevention: * While the risk of recurrence is low, the Engineering team is working in standardizing the command-line interface tool’s environment initialization to prevent implicit profiles, regions, or cluster context leakage. This will include improved visibility into environment-targeted deployments by adding clearer logging of the target account, region, and cluster prior to execution to prevent similar incidents in the future. An update will be provided by End of Day \(EOD\) MT on 01/30/2026. * The Engineering team will implement separate deployment workflows for application resources and for cluster and IAM control plane components, minimizing the risk of accidental deployments to unintended environments due to configuration errors. An update will be provided by EOD MT on 01/30/2026 **Incident Timeline \(UTC\)** 01/13/2026 01:05 AM \(UTC\) - The first customer case opened, and Tech Support \(TS\) engineers began their initial validations and troubleshooting investigation. 01/13/2026 01:14 AM \(UTC\) - Engineers notified the Network Operations Center \(NOC\) engineers about the reported customer impact; a major incident was proposed and confirmed. The service disruption was also posted on the Status page for customers’ awareness. 01/13/2026 02:10 AM \(UTC\) - Engineers identified a suspected cause and began remediation steps. 01/13/2026 02:15 AM \(UTC\) - The impact was resolved after engineers corrected the configuration on the affected component. Following successful validations, the major incident was marked as resolved.