Ontraport experienced a major incident on February 18, 2025 affecting HTTPS Certificate Issuance, lasting 3d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Feb 18, 2025, 08:57 PM UTC
An isolated grouping of HTTPS certificates have failed to renew resulting in browsers displaying "insecure site" messages. The primary affected certificates are clustered around the "ontralink.com" tracking link domain; there are also some non-tracking domains impacted. The "ontralink.com" certificates have been repaired/renewed (roughly 99%), and the repair/renewal for other impacted domains is already underway (roughly 25% completed at the time of writing). While the renewal queue is processing, if you need an immediate fix, contact Ontraport Support and they can fast-track domains upon request. This does not affect any new certificate issuances and should not affect certificates issued within the past 80 days. We are continuing to investigate the root cause and will update this issue as more progress is made. This notice is backdated to the earliest observed instance.
- identified Feb 18, 2025, 11:58 PM UTC
The renewal processor is continuing to run through the backlog. The backlog is currently 30% complete at the time of this update. While an exact ETA is not known, we are estimating another 12-16 hours for the backlog to be fully processed.
- identified Feb 19, 2025, 03:32 PM UTC
The backlog continues to process and is at 62% complete.
- identified Feb 19, 2025, 09:50 PM UTC
The backlog processor is 72% complete.
- identified Feb 20, 2025, 02:58 AM UTC
The backlog processor is 81% complete.
- identified Feb 20, 2025, 04:27 PM UTC
The backlog processor is 90% complete.
- identified Feb 20, 2025, 08:20 PM UTC
The backlog process is at 98% complete.
- monitoring Feb 20, 2025, 08:59 PM UTC
The backlog processor has cycled through 100% of the domains. We will continue monitoring this issue and implement fixes and safety measures where necessary to ensure this does not happen again. If you are still experiencing certificate expiration issues, please contact Ontraport Support.
- resolved Feb 21, 2025, 05:51 AM UTC
All residual domains have been processed. We will continue to monitor this moving forward, but this specific incident is resolved. As mentioned before, if you are having issues regarding this problem, please contact support.