ProdataKey Outage History

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 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.

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.

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 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.

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.

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.

We are investigating delays in the data flow of access control events into our event database. This delay means that generated reports may not having all the latest events generated during the previous 60 minutes. Our engineering team is working on a solution and anticipate this to be resolved shortly. This issue does not affect any operation outside the contents of generated event reports.

This morning, we are experiencing slow-loading pages on PDK.IO. The PDK Engineering team is investigating the issue, and we anticipate a resolution soon. Please note that this does not affect local access control operations at your site.

There has been a noticeable slowdown in page loading within the pdk.io web application, as well as in the Manage area of the ProdataKey app. Our engineering team is actively investigating the cause and working to deliver a fix as soon as possible. Please note: Operation of your access control system, including the ability to remotely unlock doors via the ProdataKey app, remains unaffected. This issue only impacts system management through https://pdk.io. Thank you for your patience as we work to resolve this issue.

Currently some PDK.IO users with the manager role see a blank white screen when navigating into a system. We are actively investigating this issue and anticipate it to be resolved soon. This issue doesn't affect credential submissions, card scans, rule execution or door operations. Thank you for your patience, we anticipate to have this addressed soon.

We are currently investigating reports from a small number of customers regarding delays in synchronizing information to on-site cloud nodes from the PDK cloud. This issue does not affect the ability to view device status, remotely unlock doors, or use credentials on-site to gain access. Thank you for your patience as we work to resolve the issue.

Cloud node synchronization is currently delayed and PDK engineering is working on a resolution. This problem doesn't affect the ability to gain access via card scans or use of the mobile app. We will post more information as it becomes available.

It has been brought to our attention that the loading (redemption) of newly issued bluetooth credentials into the Prodatakey App for 1.X or 2.X systems is not working in some cases, specifically if the system has a touchio reader or has had a touchio reader installed in the past. The issue also seems to prevent the redemption of mobile credentials if bluetooth credentials are bundled with the invitation. As a temporary workaround for mobile credential delivery, unselect "Bluetooth" when issuing the credential. This interruption does not affect the operation of digital bluetooth credentials that have been issued and redeemed previously, nor does it affect the operation of mobile credentials or physical credentials. Thank you for your patience while we investigate this issue.

We are currently investigating an issue where access to Customers and or Cloud Nodes connected to PDK.io are unavailable or intermittent. This also impacts the ProdataKey mobile app functionality to open doors via Press to Open. On-site access control will function as designed over the local LAN and via Controller Continuity (RED controllers). This outage only impacts systems on PDK.io 1.0. Customers on PDK.io 2.0 systems are functioning. As a short-term workaround, Integrators or Admins can access customers or Cloud Nodes from https://beta.pdk.io.

We are continuing our investigation into the issue where Integrators and Admins are unable to access their customers or Cloud Nodes. At this point, the issue is isolated systems on PDK.io 1.0. In the short-term, use https://beta.pdk.io to access customers and systems on PDK.io 1.0. On-site access control continues to work as designed over LAN connections and through Controller Continuity.