Ocrolus Outage History

Ocrolus is up right now

Ocrolus had 18 outages in the last 2 years totaling 97h 30m of downtime — averaging 0.7 incidents per month.

There were 18 Ocrolus outages since November 6, 2024 totaling 97h 30m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.ocrolus.com

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 →

Major August 21, 2025

API Upload Delays

Detected by Pingoru
Aug 21, 2025, 07:59 PM UTC
Resolved
Aug 21, 2025, 08:53 PM UTC
Duration
53m
Affected: Ocrolus API
Timeline · 4 updates
  1. 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.

  2. 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.

  3. 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.

  4. resolved Aug 21, 2025, 08:53 PM UTC

    The system has fully recovered and upload API endpoints are now functioning as expected.

Read the full incident report →

Minor June 3, 2025

Duplicate Attachments In EFolder

Detected by Pingoru
Jun 03, 2025, 05:21 PM UTC
Resolved
Jun 04, 2025, 10:46 AM UTC
Duration
17h 24m
Affected: Dashboard
Timeline · 8 updates
  1. 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

  2. investigating Jun 03, 2025, 05:24 PM UTC

    We are continuing to investigate this issue.

  3. investigating Jun 03, 2025, 05:40 PM UTC

    We are continuing to investigate this issue.

  4. identified Jun 03, 2025, 05:42 PM UTC

    The issue has been identified and we are working on the fix.

  5. 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.

  6. 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.

  7. 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.

  8. resolved Jun 04, 2025, 10:46 AM UTC

    The system has fully recovered and is now functioning as expected.

Read the full incident report →

Minor May 14, 2025

Delay in Document Processing Services

Detected by Pingoru
May 14, 2025, 09:52 PM UTC
Resolved
May 15, 2025, 02:06 AM UTC
Duration
4h 14m
Affected: Document Processing
Timeline · 5 updates
  1. 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.

  2. investigating May 14, 2025, 09:52 PM UTC

    We are continuing to investigate this issue.

  3. investigating May 14, 2025, 10:53 PM UTC

    We are continuing to investigate this issue.

  4. 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.

  5. 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.

Read the full incident report →

Major February 25, 2025

Dashboard Login and API Service Disruption

Detected by Pingoru
Feb 25, 2025, 01:31 PM UTC
Resolved
Feb 25, 2025, 03:56 PM UTC
Duration
2h 25m
Affected: Ocrolus APIDocument ProcessingDashboard
Timeline · 4 updates
  1. 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.

  2. investigating Feb 25, 2025, 01:38 PM UTC

    We are continuing to investigate this issue.

  3. 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.

  4. resolved Feb 25, 2025, 03:56 PM UTC

    Things are looking good since the recent fix. Resolving the incident.

Read the full incident report →

Minor December 16, 2024

There is an issue with Document processing

Detected by Pingoru
Dec 16, 2024, 11:17 PM UTC
Resolved
Dec 17, 2024, 04:39 AM UTC
Duration
5h 22m
Affected: Document Processing
Timeline · 4 updates
  1. 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.

  2. monitoring Dec 16, 2024, 11:19 PM UTC

    We are continuing to monitor for any further issues.

  3. monitoring Dec 16, 2024, 11:19 PM UTC

    Due to this issue clients may face high TAT issues

  4. resolved Dec 17, 2024, 04:39 AM UTC

    All of the backlog volume has been processed.

Read the full incident report →

Major December 2, 2024

Detect Processing Delays

Detected by Pingoru
Dec 02, 2024, 07:06 PM UTC
Resolved
Dec 02, 2024, 09:41 PM UTC
Duration
2h 34m
Affected: Detect
Timeline · 3 updates
  1. 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.

  2. 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.

  3. resolved Dec 02, 2024, 09:41 PM UTC

    All of the backlog volume has been processed.

Read the full incident report →

Notice November 25, 2024

Higher-than-expected document volume

Detected by Pingoru
Nov 25, 2024, 10:27 PM UTC
Resolved
Nov 26, 2024, 10:43 AM UTC
Duration
12h 16m
Affected: Document Processing
Timeline · 3 updates
  1. 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.

  2. 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.

  3. 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.

Read the full incident report →

Major November 6, 2024

API Errors for Plaid Imports

Detected by Pingoru
Nov 06, 2024, 04:26 PM UTC
Resolved
Nov 06, 2024, 05:39 PM UTC
Duration
1h 12m
Affected: Ocrolus API
Timeline · 3 updates
  1. 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.

  2. 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.

  3. 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”

Read the full incident report →