Ocrolus Outage History
Ocrolus is up right nowPingoru has recorded 49 incidents for Ocrolus: 9 in the last 12 months and 3 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 2 | 8 of 720 (1%) |
| May 2026 | 0 | 0 of 744 (0%) |
| June 2026 | 1 | 2 of 720 (0%) |
| July 2026 | 2 | 15 of 744 (2%) |
| August 2026 | 1 | 12 of 744 (2%) |
| September 2026 | 0 | 0 of 720 (0%) |
| October 2026 | 1 | 5 of 516 (1%) |
Incidents, newest first
Minor October 6, 2026 Encompass (ICE) Service Disruption Impacting Ocrolus Services 4h 49m Document Processing
Started Oct 06, 2026, 04:22 PM UTC· resolved Oct 06, 2026, 09:12 PM UTC
- 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
- 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.
- 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.
Minor August 11, 2026 Delays in Document Processing Services 11h 36m Document Processing
Started Aug 11, 2026, 01:16 AM UTC· resolved Aug 11, 2026, 12:53 PM UTC
- 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.
- 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.
- 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.
- 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.
Major July 30, 2026 Import to Encompass Modal Not Loading 2h 28m Dashboard
Started Jul 30, 2026, 04:44 PM UTC· resolved Jul 30, 2026, 07:13 PM UTC
- 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.
- 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.
- 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.
- 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.
Minor July 6, 2026 Document Processing Degradation – Unknown Rejections 12h 40m Document Processing
Started Jul 06, 2026, 03:29 PM UTC· resolved Jul 07, 2026, 04:09 AM UTC
- 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.
- investigating Jul 06, 2026, 03:29 PM UTC
We are continuing to investigate this issue.
- 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.
- monitoring Jul 06, 2026, 04:00 PM UTC
A fix has been implemented and we are monitoring the results.
- 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.
- 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.
Minor June 5, 2026 Delays with Encompass interactions causing degraded performance 1h 44m Document Processing
Started Jun 05, 2026, 02:28 PM UTC· resolved Jun 05, 2026, 04:13 PM UTC
- investigating Jun 05, 2026, 02:28 PM UTC
We are noticing delays with Encompass interactions, causing degraded performance. We are actively looking into this.
- monitoring Jun 05, 2026, 03:55 PM UTC
Services are stabilizing and we continue to monitor performance.
- resolved Jun 05, 2026, 04:13 PM UTC
The system has fully recovered, and encompass interactions are now functioning as expected.
Minor April 29, 2026 Delays in Updating Custom Fields 2h 12m Income
Started Apr 29, 2026, 02:51 PM UTC· resolved Apr 29, 2026, 05:04 PM UTC
- 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.
- identified Apr 29, 2026, 03:33 PM UTC
We identified the root cause and are applying the necessary fix.
- monitoring Apr 29, 2026, 04:05 PM UTC
Services are stabilizing following the fix, and we will continue to closely monitor performance.
- resolved Apr 29, 2026, 05:04 PM UTC
The issue has been successfully resolved, and impacted services are now fully operational.
Minor April 22, 2026 Delays in Document Processing and Detect Completion 6h 9m Document Processing, Detect
Started Apr 22, 2026, 10:59 PM UTC· resolved Apr 23, 2026, 05:08 AM UTC
- 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.
- monitoring Apr 22, 2026, 11:47 PM UTC
We are continuing to clear the backlog and are actively monitoring the situation.
- 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.
- resolved Apr 23, 2026, 05:08 AM UTC
The system has fully recovered, and all Detect and Document Processing services are now running smoothly.
Major January 29, 2026 Authentication and Login errors 23m Dashboard
Started Jan 29, 2026, 07:03 PM UTC· resolved Jan 29, 2026, 07:26 PM UTC
- 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.
- monitoring Jan 29, 2026, 07:11 PM UTC
The performance of our authentication service has improved after we released a configuration change.
- resolved Jan 29, 2026, 07:26 PM UTC
Our authentication service has returned to normal performance.
Notice October 20, 2025 Expected outage due to Cloud provider 7h 46m Document Processing
Started Oct 20, 2025, 12:57 PM UTC· resolved Oct 20, 2025, 08:44 PM UTC
- identified Oct 20, 2025, 12:57 PM UTC
Document processing may be delayed this morning due to ongoing recovery from a cloud provider outage.
- 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.
- 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.
- 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
Minor October 14, 2025 Detect Degraded Performance 3h 46m Detect
Started Oct 14, 2025, 05:24 PM UTC· resolved Oct 14, 2025, 09:11 PM UTC
- 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.
- investigating Oct 14, 2025, 06:08 PM UTC
We are continuing to investigate this issue.
- identified Oct 14, 2025, 06:38 PM UTC
We identified the root cause and have applied the necessary fix.
- 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.
- resolved Oct 14, 2025, 09:11 PM UTC
The system has fully recovered, and all Detect services are now running smoothly.
Minor October 10, 2025 Document Processing Delays 2h 16m Document Processing
Started Oct 10, 2025, 03:36 PM UTC· resolved Oct 10, 2025, 05:52 PM UTC
- 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.
- monitoring Oct 10, 2025, 04:37 PM UTC
We have restored system operation, and we are working through the backlog of documents.
- 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.
Major August 21, 2025 API Upload Delays 1h 4m Ocrolus API
Started Aug 21, 2025, 07:48 PM UTC· resolved Aug 21, 2025, 08:53 PM UTC
- investigating Aug 21, 2025, 07:48 PM UTC
We are currently experiencing a delay in our API upload services. We are actively investigating the issue.
- identified Aug 21, 2025, 07:59 PM UTC
The problem seems to be related to our intake router. We’ve restarted it and are looking into it further.
- monitoring Aug 21, 2025, 08:22 PM UTC
We haven’t observed any latency in the upload service since it was restarted. We are now monitoring the situation.
- resolved Aug 21, 2025, 08:53 PM UTC
The system has fully recovered and upload API endpoints are now functioning as expected.
Minor June 3, 2025 Duplicate Attachments In EFolder 17h 24m Dashboard
Started Jun 03, 2025, 05:21 PM UTC· resolved Jun 04, 2025, 10:46 AM UTC
- investigating Jun 03, 2025, 05:21 PM UTC
We’re currently experiencing an issue where duplicate document files are being placed in the eFolder unexpectedly. The concerned team is already investigating and working on a fix to restore normal functionality as soon as possible
- investigating Jun 03, 2025, 05:24 PM UTC
We are continuing to investigate this issue.
- investigating Jun 03, 2025, 05:40 PM UTC
We are continuing to investigate this issue.
- identified Jun 03, 2025, 05:42 PM UTC
The issue has been identified and we are working on the fix.
- monitoring Jun 03, 2025, 05:59 PM UTC
The fix has been released, and we're currently monitoring the system to ensure everything is stable.
- monitoring Jun 03, 2025, 06:34 PM UTC
While keeping an eye on things, we noticed a few more irregularities. The team is already on it and working to sort them out.
- monitoring Jun 03, 2025, 11:15 PM UTC
We are actively monitoring the system and have started to observe a reduction in duplicate instances. The team continues to work on resolving the issue and restoring the system to normal operations.
- resolved Jun 04, 2025, 10:46 AM UTC
The system has fully recovered and is now functioning as expected.
Minor May 14, 2025 Delay in Document Processing Services 4h 14m Document Processing
Started May 14, 2025, 09:52 PM UTC· resolved May 15, 2025, 02:06 AM UTC
- investigating May 14, 2025, 09:52 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.
- investigating May 14, 2025, 09:52 PM UTC
We are continuing to investigate this issue.
- investigating May 14, 2025, 10:53 PM UTC
We are continuing to investigate this issue.
- monitoring May 14, 2025, 11:52 PM UTC
The system is currently coming back online, and our team is actively working to process the backlog and restore normal operations as quickly as possible.
- resolved May 15, 2025, 02:06 AM UTC
System recovery began at 19:52 EDT and the backlog was successfully cleared by 22:02 EDT. Services have returned to normal operation.
Major February 25, 2025 Dashboard Login and API Service Disruption 2h 25m Ocrolus API, Document Processing, Dashboard
Started Feb 25, 2025, 01:31 PM UTC· resolved Feb 25, 2025, 03:56 PM UTC
- investigating Feb 25, 2025, 01:31 PM UTC
We are currently experiencing login issues on the Ocrolus dashboard and API users due to an internal upgrade. Our engineering team is actively investigating the issue and working on a resolution. We will provide updates as soon as we have more information.
- investigating Feb 25, 2025, 01:38 PM UTC
We are continuing to investigate this issue.
- monitoring Feb 25, 2025, 02:37 PM UTC
A fix has been implemented, and system performance is improving. We are actively monitoring the situation to ensure stability.
- resolved Feb 25, 2025, 03:56 PM UTC
Things are looking good since the recent fix. Resolving the incident.
Minor December 16, 2024 There is an issue with Document processing 5h 22m Document Processing
Started Dec 16, 2024, 11:17 PM UTC· resolved Dec 17, 2024, 04:39 AM UTC
- monitoring Dec 16, 2024, 11:17 PM UTC
The issue has been identified and fixed. Currently, we are monitoring the document processing and clearing the backlogs.
- monitoring Dec 16, 2024, 11:19 PM UTC
We are continuing to monitor for any further issues.
- monitoring Dec 16, 2024, 11:19 PM UTC
Due to this issue clients may face high TAT issues
- resolved Dec 17, 2024, 04:39 AM UTC
All of the backlog volume has been processed.
Major December 2, 2024 Detect Processing Delays 2h 34m Detect
Started Dec 02, 2024, 07:06 PM UTC· resolved Dec 02, 2024, 09:41 PM UTC
- investigating Dec 02, 2024, 07:06 PM UTC
We’re seeing an issue with detect responses not coming through. We are investigating the issue and will provide more information as it becomes available.
- monitoring Dec 02, 2024, 08:15 PM UTC
We have identified the issue and are actively monitoring the solution. We are currently assessing the time required to restore the service fully.
- resolved Dec 02, 2024, 09:41 PM UTC
All of the backlog volume has been processed.
Notice November 25, 2024 Higher-than-expected document volume 12h 16m Document Processing
Started Nov 25, 2024, 10:27 PM UTC· resolved Nov 26, 2024, 10:43 AM UTC
- investigating Nov 25, 2024, 10:27 PM UTC
We are currently experiencing delays in document processing due to an unexpected surge in volume from multiple clients. Our team is actively working to process these documents as quickly as possible. However, some delays are anticipated during this time.
- investigating Nov 26, 2024, 12:22 AM UTC
We are actively continuing to process the documents and are prioritising clearing the backlog as quickly as possible.
- resolved Nov 26, 2024, 10:43 AM UTC
Between 01:00 PM and 05:00 PM ET on November 25th, we experienced an unexpected surge in document uploads from various clients, which led to delays in processing. However, our team worked diligently to address the issue and successfully processed all the documents by 11:00 PM ET.
Major November 6, 2024 API Errors for Plaid Imports 1h 12m Ocrolus API
Started Nov 06, 2024, 04:26 PM UTC· resolved Nov 06, 2024, 05:39 PM UTC
- investigating Nov 06, 2024, 04:26 PM UTC
We are currently experiencing issues with the Ocrolus API for Plaid JSON uploads, affecting requests since 8:00 AM ET. Clients may encounter 400 errors in response to API requests during this period. Our engineering team is actively investigating and working to resolve the issue.
- monitoring Nov 06, 2024, 04:36 PM UTC
The issue with the Ocrolus API for Plaid JSON uploads has been identified and resolved. We are currently monitoring the system to ensure stability.
- resolved Nov 06, 2024, 05:39 PM UTC
Between 08:30am and 11:35am ET on November 06th, API requests to import Plaid data returned a 400 error. This was caused by a software deployment that has been rolled back and the issue is resolved now. This incident affected 2 endpoints: Upload Plaid JSON to Book - “https://docs.ocrolus.com/reference/upload-plaid-json” and Import Plaid Asset Report - “https://docs.ocrolus.com/reference/import-plaid-asset-report”