ProdataKey had 11 outages in the last 2 years totaling 89h 46m of downtime — averaging 0.5 incidents per month.
There were 11 ProdataKey outages since November 5, 2025 totaling 89h 46m of downtime. Each is summarised below — incident details, duration, and resolution information.
We have identified an issue affecting communication between some Cloud Nodes and pdk.io and are working on a fix.
A fix has been implemented and we are monitoring the situation.
This incident has been resolved.
At about 10 PM MDT on August 16th, an issue began to affect Live Events and Webhooks. We identified the cause and Live Events and Webhooks were fully functioning as expected by August 17 at 6:55 AM MDT while historical reporting of events was fully functioning by about 8:30 AM MDT.
Over the weekend, a infrastructure service issue caused some Cloud Nodes to experience intermittent connectivity with PDK.io. During the disruption, affected sites may also have been unable to perform cloud-initiated actions, including remotely opening doors through the mobile app or connected integrations. Certain access control events were also temporarily unavailable within PDK.io. Our engineering team identified and corrected the issue, restarted the affected service, and confirmed that impacted Cloud Nodes resumed normal communication. Events that were temporarily unavailable were recovered from PDK backup systems and restored to PDK.io. The service is operating normally, and we are continuing to monitor system performance.
We are currently investigating an issue affecting management of systems in pdk.io. Existing access should continue from the last successful sync. Updates will be made available as they are available.
Engineers have identified the issue and are working towards resolution. During this time, you may find a partial resolution to some of the symptoms experienced earlier.
Engineers have resolved all major impacts and are monitoring the situation. Events that occurred roughly between 1:00 PM and 7:45 PM MDT may be delayed in reports. PDK Engineers are working to make these events available as soon as possible.
PDK engineers confirmed operations are back to normal and the issue is resolved.
We are investigating reports of slowness navigating various parts of PDK.IO. While slowness is occasionally occurring, PDK.IO remains fully operational as well as all access control functions on site
We have identified an issue causing slowness on pdk.io and have taken remediation steps to alleviate the delays. We will continue to monitor the situation and post further updates as necessary.
We have confirmed that our remediation steps have resolved the issue. We appreciate your patience while our teams investigated and resolved this issue.
We are investigating an issue where Systems Health shows a Warning despite Cloud Nodes reporting as online. If a system is unresponsive, a Cloud Node reboot may restore health. Additional info will be posted here and status.pdk.io. PDK is designed to continue to provide on-site door control in these cases through our Continuity architecture. If a system is unresponsive, a Cloud Node reboot may restore health. Our team is actively investigating the cause of this issue. Additional updates will be provided as more information becomes available.
Some Cloud Nodes may appear Online in System Health but may not be connected. Our investigation remains ongoing, and remediation efforts continue. Physical access should not be impacted while Cloud Nodes remain in Continuity mode.
PDK Engineers have implemented remediation steps for the Cloud Node connectivity issue, and we believe the issue has been resolved. Cloud Nodes that were previously affected should now be recovering normal connectivity and status reporting. Our teams are continuing to actively monitor system performance to confirm stability. Physical access at affected sites should not have been compromised during this issue, as Cloud Nodes remained in Continuity mode and continued processing access decisions locally. Additional updates will be provided if needed.
PDK Engineers have identified and fully resolved the issue affecting Cloud Node connectivity and status reporting. Cloud Nodes should now be operating normally, and System Health status should accurately reflect their connectivity. Physical access at affected sites was not expected to be compromised during this issue, as Cloud Nodes remained in Continuity mode and continued processing access decisions locally. We appreciate your patience while our teams investigated and resolved this issue.
Our engineers are currently investigating an issue where events originating from sites (readers, doors, etc.) are being delayed and therefore are not appearing in event reports or Last Scanned Credential reports. This issue does not affect the Live Events area, and the States page is operating correctly. It also does not affect general access activity or the ability to manage and update your system through PDK.io. Thank you for your patience while we investigate this issue. We anticipate that once this issue is addressed all delayed events will appear in reports.
Our engineering team has identified and resolved the issue that caused delays in event processing. Event processing has now returned to normal, and all delayed events have been fully processed and are now present in reports. Our team is continuing to monitor system messaging rates to ensure the system remains stable. We appreciate your patience while our team worked to resolve the issue.
Post-incident evaluations performed by our engineering team indicate that the fixes applied to address the issue are working as expected. However, it was discovered that events created between 2:00 AM and 10:00 AM Mountain Standard Time may not have fully populated for some sites and therefore may be missing from generated reports. We are working to restore these events and anticipate completion within a few hours. Once complete, rerun reports will contain the restored events.
Availability of events generated between 2:00 AM and 10:00 MDT on Monday, March 9th has been resolved for many customers and will be fully resolved for all customers by midnight MDT Time on Friday, March 13th, 2026. No event data was lost. If you have any questions, please contact support.
We are currently investigating a delay in the ingestion of events from sites. As a result, events occurring since approximately 6:00 AM Mountain Time may not appear in run reports. Reports covering timeframes prior to this time appear to be unaffected. Thank you for your patience as we troubleshoot this issue.
We have identified the issue causing delays in event reporting. We are currently working on a solution and expect resolution within the next few hours. Thank you for your patience.
All delayed data has been processed and no further delays are being experienced at this time. We will continue to monitor the situation.
This incident has been resolved.
We are currently investigating an issue affecting cloud to cloud node communication for a small subset of customer sites. This issue may present as a cloud node appearing offline, even though the node’s network connectivity is functioning normally. Both 1.0 and 2.0 systems are affected. This issue does not affect local access control operations on site (card or BLE scans). However, management functions and Touch-to-Open capabilities may be impacted on affected systems. Changes made to People, Groups, and other configuration items will be queued and applied once connectivity is restored. This investigation is ongoing, and we will provide updates as soon as more information becomes available.
We have identified the issue impeding cloud to cloud node connectivity for some sites. We are currently working on a solution and expect a full resolution within the next few hours. Thank you for your patience.
The situation which was causing communication issues with some Cloud Nodes has been addressed and all systems should be operating normally at this time. We will continue to monitor the situation.
This incident has been resolved.
Reporting services are currently unavailable due to required maintenance. We are performing maintenance to improve stability and reliability. During this window, reporting features may fail to load or generate reports. All other core platform functionality remains available. We’ll post another update once reporting services are restored.
We are continuing to investigate this issue.
Maintenance on our reporting services has been completed. All reporting functionality is now fully operational, and data access has been restored. We will continue to monitor the system to ensure stability and performance. Thank you for your patience during this maintenance window.
Maintenance on our reporting services has been completed. All reporting functionality is now fully operational, and data access has been restored. We will continue to monitor the system to ensure stability and performance. Thank you for your patience during this maintenance window.
We are investigating an issue causing a delay in access control events appearing in event reports and in the audit log display within People view. This issue does not affect access control operation or your ability to manage other aspects of your systems.
This issue has been resolved and all data is now available in event reports and the audit log display. Thank you for your patience.