Ocrolus Outage History

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Ocrolus had 11 outages in the last 2 years totaling 55h 54m of downtime — averaging 0.5 incidents per month.

There were 11 Ocrolus outages since October 10, 2025 totaling 55h 54m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.ocrolus.com

Minor October 6, 2026

Encompass (ICE) Service Disruption Impacting Ocrolus Services

Detected by Pingoru
Oct 06, 2026, 04:22 PM UTC
Resolved
Oct 06, 2026, 09:12 PM UTC
Duration
4h 49m
Affected: Document Processing
Timeline · 3 updates
  1. identified Oct 06, 2026, 04:22 PM UTC

    We are aware of an ongoing issue with Encompass (ICE Mortgage Technology) that is impacting Ocrolus services, including EPC Services. Our teams are actively monitoring the situation and will provide updates as more information becomes available

  2. identified Oct 06, 2026, 06:35 PM UTC

    ICE teams continue to focus on restoring all Partner integrations. We are making progress and will post an update once all integrations are restored.

  3. resolved Oct 06, 2026, 09:12 PM UTC

    ICE has resolved the issue impacting Encompass/EPC services. We’ve verified from our end that document ingestion and processing are functioning normally. We’ll continue to monitor, but no further impact is currently expected.

Read the full incident report →

Minor August 11, 2026

Delays in Document Processing Services

Detected by Pingoru
Aug 11, 2026, 01:16 AM UTC
Resolved
Aug 11, 2026, 12:53 PM UTC
Duration
11h 36m
Affected: Document Processing
Timeline · 4 updates
  1. investigating Aug 11, 2026, 01:16 AM UTC

    We are currently experiencing delays in Document Verification due to degraded performance affecting our document processing system. Our team is actively investigating the issue and working to restore normal processing times. We will provide further updates as more information becomes available.

  2. investigating Aug 11, 2026, 04:20 AM UTC

    The issue causing delays in Document Verification is still ongoing. Our team continues to actively investigate the issue and is working on a fix with highest priority. We will continue to monitor the situation closely and provide further updates as more information becomes available.

  3. monitoring Aug 11, 2026, 06:13 AM UTC

    We have identified the root cause of the issue and successfully implemented a fix. Document processing has returned to normal, and we are actively working to clear the backlog accumulated during the incident. While the backlog is being processed, customers may continue to experience elevated turnaround times (TAT). Our team is closely monitoring the recovery and prioritizing backlog clearance to restore normal TAT as quickly as possible.

  4. resolved Aug 11, 2026, 12:53 PM UTC

    The backlog has returned to normal levels, and turnaround time (TAT) has been steadily improving. We continue to actively monitor TAT and overall system health.

Read the full incident report →

Major July 30, 2026

Import to Encompass Modal Not Loading

Detected by Pingoru
Jul 30, 2026, 04:44 PM UTC
Resolved
Jul 30, 2026, 07:13 PM UTC
Duration
2h 28m
Affected: Dashboard
Timeline · 4 updates
  1. investigating Jul 30, 2026, 04:44 PM UTC

    We are currently investigating an issue where the Import to Encompass modal is not loading. Based on our initial analysis, the issue is related to an upstream ICE service as confirmed by ICE support. We will provide further updates as more information becomes available.

  2. investigating Jul 30, 2026, 05:31 PM UTC

    Update from ICE: Our teams continue to focus on restoring our EPC service. This is absolute critical priority for us. We are actively working through methods to restore this service & we appreciate your patience as we continue.

  3. monitoring Jul 30, 2026, 06:18 PM UTC

    Update: Progress has been made from ICE end, in restoring the processing of Encompass Partner Connect orders. The backlog has started processing, and completed orders should begin appearing in the application. Please note that processing the entire backlog will take some time, so users may continue to experience delays until all queued orders have been processed. We will continue to monitor the situation and provide further updates as they become available.

  4. resolved Jul 30, 2026, 07:13 PM UTC

    The issue impacting the Import to Encompass modal has been resolved. Based on the update from ICE, Encompass Partner Connect is now fully operational. All backlog orders are currently being processed, and new orders are processing immediately. Note: Orders submitted through Encompass Partner Connect prior to 7:30 AM ET may need to be resubmitted.

Read the full incident report →

Minor July 6, 2026

Document Processing Degradation – Unknown Rejections

Detected by Pingoru
Jul 06, 2026, 03:29 PM UTC
Resolved
Jul 07, 2026, 04:09 AM UTC
Duration
12h 40m
Affected: Document Processing
Timeline · 6 updates
  1. investigating Jul 06, 2026, 03:29 PM UTC

    We are currently investigating an issue causing an increased number of document processing failures due to unknown rejections. As a result, some documents may be rejected unexpectedly during processing. Our engineering team is actively working to identify the root cause and restore normal processing. We will provide additional updates as more information becomes available.

  2. investigating Jul 06, 2026, 03:29 PM UTC

    We are continuing to investigate this issue.

  3. identified Jul 06, 2026, 03:53 PM UTC

    Our team has identified the cause of the issue resulting in unknown document rejections and is actively working on a fix.

  4. monitoring Jul 06, 2026, 04:00 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. monitoring Jul 06, 2026, 07:30 PM UTC

    Root cause has been fixed and we are currently reprocessing the impacted documents. Our teams are closely monitoring the situation to ensure a complete recovery and maintain system stability throughout the process.

  6. resolved Jul 07, 2026, 04:09 AM UTC

    We continued to monitor the system after the reprocessing to make sure everything was working as expected. The system has now fully recovered, and all Document Processing services are running normally.

Read the full incident report →

Minor June 5, 2026

Delays with Encompass interactions causing degraded performance

Detected by Pingoru
Jun 05, 2026, 02:28 PM UTC
Resolved
Jun 05, 2026, 04:13 PM UTC
Duration
1h 44m
Affected: Document Processing
Timeline · 3 updates
  1. investigating Jun 05, 2026, 02:28 PM UTC

    We are noticing delays with Encompass interactions, causing degraded performance. We are actively looking into this.

  2. monitoring Jun 05, 2026, 03:55 PM UTC

    Services are stabilizing and we continue to monitor performance.

  3. resolved Jun 05, 2026, 04:13 PM UTC

    The system has fully recovered, and encompass interactions are now functioning as expected.

Read the full incident report →

Minor April 29, 2026

Delays in Updating Custom Fields

Detected by Pingoru
Apr 29, 2026, 02:51 PM UTC
Resolved
Apr 29, 2026, 05:04 PM UTC
Duration
2h 12m
Affected: Income
Timeline · 4 updates
  1. investigating Apr 29, 2026, 02:51 PM UTC

    We are noticing delays with Encompass interactions, causing delay in custom field updates. We are actively looking into this.

  2. identified Apr 29, 2026, 03:33 PM UTC

    We identified the root cause and are applying the necessary fix.

  3. monitoring Apr 29, 2026, 04:05 PM UTC

    Services are stabilizing following the fix, and we will continue to closely monitor performance.

  4. resolved Apr 29, 2026, 05:04 PM UTC

    The issue has been successfully resolved, and impacted services are now fully operational.

Read the full incident report →

Minor April 22, 2026

Delays in Document Processing and Detect Completion

Detected by Pingoru
Apr 22, 2026, 10:59 PM UTC
Resolved
Apr 23, 2026, 05:08 AM UTC
Duration
6h 9m
Affected: Document ProcessingDetect
Timeline · 4 updates
  1. investigating Apr 22, 2026, 10:59 PM UTC

    Some customers are currently experiencing delays in document processing and Detect services, which may result in increased turnaround times (TAT) and slower Detect completion for documents. Our team is actively working through the backlog and monitoring the situation closely. We will continue to provide updates as progress is made.

  2. monitoring Apr 22, 2026, 11:47 PM UTC

    We are continuing to clear the backlog and are actively monitoring the situation.

  3. monitoring Apr 23, 2026, 01:45 AM UTC

    We have identified the issue impacting the Detect service and are actively monitoring the implemented fix. Our team is working to fully restore normal performance and is currently assessing the timeline for complete recovery. The issue affecting Document Processing has been resolved, and all related backlogs have been successfully cleared.

  4. resolved Apr 23, 2026, 05:08 AM UTC

    The system has fully recovered, and all Detect and Document Processing services are now running smoothly.

Read the full incident report →

Major January 29, 2026

Authentication and Login errors

Detected by Pingoru
Jan 29, 2026, 07:03 PM UTC
Resolved
Jan 29, 2026, 07:26 PM UTC
Duration
23m
Affected: Dashboard
Timeline · 3 updates
  1. investigating Jan 29, 2026, 07:03 PM UTC

    We are currently experiencing degraded performance with our authentication service that is causing some auth token refresh and Dashboard login requests to fail. API calls with valid non-expired tokens and document processing are unaffected.

  2. monitoring Jan 29, 2026, 07:11 PM UTC

    The performance of our authentication service has improved after we released a configuration change.

  3. resolved Jan 29, 2026, 07:26 PM UTC

    Our authentication service has returned to normal performance.

Read the full incident report →

Notice October 20, 2025

Expected outage due to Cloud provider

Detected by Pingoru
Oct 20, 2025, 12:57 PM UTC
Resolved
Oct 20, 2025, 08:44 PM UTC
Duration
7h 46m
Affected: Document Processing
Timeline · 4 updates
  1. identified Oct 20, 2025, 12:57 PM UTC

    Document processing may be delayed this morning due to ongoing recovery from a cloud provider outage.

  2. monitoring Oct 20, 2025, 02:57 PM UTC

    We are continuing to monitor the situation as our cloud provider's outage persists. At this time, we are observing only minor, intermittent failures. Our team is actively mitigating any resulting slowness, and document processing remains fully operational and stable.

  3. monitoring Oct 20, 2025, 05:08 PM UTC

    Our cloud provider's outage is ongoing, but current impact remains limited. We're continuing to apply mitigations and monitor system performance closely. Document processing remains stable, and we’ll provide further updates if conditions change.

  4. resolved Oct 20, 2025, 08:44 PM UTC

    Ocrolus remains fully operational as we continue to monitor the situation and await full service restoration from our cloud provider

Read the full incident report →

Minor October 14, 2025

Detect Degraded Performance

Detected by Pingoru
Oct 14, 2025, 05:24 PM UTC
Resolved
Oct 14, 2025, 09:11 PM UTC
Duration
3h 46m
Affected: Detect
Timeline · 5 updates
  1. investigating Oct 14, 2025, 05:24 PM UTC

    We are currently experiencing a delay in our Detect, and you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

  2. investigating Oct 14, 2025, 06:08 PM UTC

    We are continuing to investigate this issue.

  3. identified Oct 14, 2025, 06:38 PM UTC

    We identified the root cause and have applied the necessary fix.

  4. monitoring Oct 14, 2025, 08:01 PM UTC

    We are currently processing the backlog of messages and are approximately one hour behind. This delay is limited in scope — only a subset of books are affected, while the majority are processing as expected. Our teams continue to monitor the situation closely to ensure full recovery and system stability.

  5. resolved Oct 14, 2025, 09:11 PM UTC

    The system has fully recovered, and all Detect services are now running smoothly.

Read the full incident report →

Minor October 10, 2025

Document Processing Delays

Detected by Pingoru
Oct 10, 2025, 03:36 PM UTC
Resolved
Oct 10, 2025, 05:52 PM UTC
Duration
2h 16m
Affected: Document Processing
Timeline · 3 updates
  1. investigating Oct 10, 2025, 03:36 PM UTC

    We are currently experiencing a delay in our document processing services. As a result, you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

  2. monitoring Oct 10, 2025, 04:37 PM UTC

    We have restored system operation, and we are working through the backlog of documents.

  3. resolved Oct 10, 2025, 05:52 PM UTC

    Our document processing system has fully returned to normal operations. Some documents may still experience delays as we work through the remaining backlog.

Read the full incident report →