ProdataKey Outage History

Started Sep 24, 2026, 05:00 PM UTC· resolved Sep 24, 2026, 06:43 PM UTC

1. identified Sep 24, 2026, 05:00 PM UTC

   We have identified an issue affecting communication between some Cloud Nodes and pdk.io and are working on a fix.

2. monitoring Sep 24, 2026, 05:43 PM UTC

   A fix has been implemented and we are monitoring the situation.

3. resolved Sep 24, 2026, 06:43 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Aug 16, 2026, 12:55 PM UTC· resolved Aug 16, 2026, 02:30 PM UTC

1. resolved Aug 17, 2026, 03:09 PM UTC

   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.

Read the full incident report →

Started Jul 26, 2026, 01:00 AM UTC· resolved Jul 26, 2026, 01:00 AM UTC

1. resolved Jul 29, 2026, 09:00 PM UTC

   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.

Read the full incident report →

Started Jul 08, 2026, 09:04 PM UTC· resolved Jul 09, 2026, 07:08 PM UTC

1. investigating Jul 08, 2026, 09:04 PM UTC

   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.

2. identified Jul 08, 2026, 10:16 PM UTC

   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.

3. monitoring Jul 09, 2026, 04:02 AM UTC

   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.

4. resolved Jul 09, 2026, 07:08 PM UTC

   PDK engineers confirmed operations are back to normal and the issue is resolved.

Read the full incident report →

Started May 13, 2026, 03:03 PM UTC· resolved May 13, 2026, 05:03 PM UTC

1. investigating May 13, 2026, 03:03 PM UTC

   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

2. monitoring May 13, 2026, 03:27 PM UTC

   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.

3. resolved May 13, 2026, 05:03 PM UTC

   We have confirmed that our remediation steps have resolved the issue. We appreciate your patience while our teams investigated and resolved this issue.

Read the full incident report →

Started May 11, 2026, 10:07 PM UTC· resolved May 12, 2026, 03:32 PM UTC

1. investigating May 11, 2026, 10:07 PM UTC

   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.

2. investigating May 12, 2026, 03:56 AM UTC

   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.

3. monitoring May 12, 2026, 05:06 AM UTC

   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.

4. resolved May 12, 2026, 03:32 PM UTC

   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.

Read the full incident report →

Started Mar 09, 2026, 02:58 PM UTC· resolved Mar 11, 2026, 12:05 AM UTC

1. investigating Mar 09, 2026, 02:58 PM UTC

   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.

2. monitoring Mar 09, 2026, 05:04 PM UTC

   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.

3. monitoring Mar 09, 2026, 07:26 PM UTC

   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.

4. resolved Mar 11, 2026, 12:05 AM UTC

   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.

Read the full incident report →

Started Jan 12, 2026, 06:05 PM UTC· resolved Jan 12, 2026, 10:35 PM UTC

1. investigating Jan 12, 2026, 06:05 PM UTC

   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.

2. identified Jan 12, 2026, 07:23 PM UTC

   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.

3. monitoring Jan 12, 2026, 09:05 PM UTC

   All delayed data has been processed and no further delays are being experienced at this time. We will continue to monitor the situation.

4. resolved Jan 12, 2026, 10:35 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 12, 2026, 05:54 PM UTC· resolved Jan 12, 2026, 10:34 PM UTC

1. investigating Jan 12, 2026, 05:54 PM UTC

   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.

2. identified Jan 12, 2026, 07:25 PM UTC

   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.

3. monitoring Jan 12, 2026, 09:09 PM UTC

   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.

4. resolved Jan 12, 2026, 10:34 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Dec 23, 2025, 12:08 AM UTC· resolved Dec 23, 2025, 02:12 AM UTC

1. investigating Dec 23, 2025, 12:08 AM UTC

   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.

2. investigating Dec 23, 2025, 12:46 AM UTC

   We are continuing to investigate this issue.

3. investigating Dec 23, 2025, 02:11 AM UTC

   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.

4. resolved Dec 23, 2025, 02:12 AM UTC

   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.

Read the full incident report →

Started Nov 05, 2025, 10:29 PM UTC· resolved Nov 06, 2025, 12:43 AM UTC

1. investigating Nov 05, 2025, 10:29 PM UTC

   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.

2. resolved Nov 06, 2025, 12:43 AM UTC

   This issue has been resolved and all data is now available in event reports and the audit log display. Thank you for your patience.

Read the full incident report →

Started Jun 12, 2025, 08:28 PM UTC· resolved Jun 12, 2025, 11:53 PM UTC

1. monitoring Jun 12, 2025, 08:28 PM UTC

   We’re currently experiencing intermittent service disruptions due to an ongoing issue with Google Cloud Services. This is affecting the availability and performance of parts of our platform. Our team is closely monitoring the situation and working to reduce the impact. We’ll continue to share updates as we learn more. You can also monitor the Google Cloud incident here: https://status.cloud.google.com/incidents/ow5i3PPK96RduMcb1SsW

2. resolved Jun 12, 2025, 11:53 PM UTC

   Our platform services have stabilized, and we are no longer observing any impact from the earlier issues affecting Google Cloud Services. The Google Cloud Status Dashboard still shows an ongoing incident affecting some services, but none that are used by our platform. We will continue to monitor the situation, but no further disruptions are expected at this time. Thank you for your patience while we worked through this issue.

Read the full incident report →

Started Jun 09, 2025, 03:41 PM UTC· resolved Jun 11, 2025, 07:55 PM UTC

1. investigating Jun 09, 2025, 03:41 PM UTC

   We are currently investigating access control issues affecting some customer sites. These issues are isolated to on-site controllers and do not impact site management through PDK.io. The affected functionality includes auto-open rule execution and the evaluation of both physical and Bluetooth-based credentials by controllers and their connected readers. Mobile App credentials using Touch to Open appear to be unaffected. In some cases, auto-open rules may not trigger as expected, and credential evaluations may fail. Rebooting the controllers has been effective in restoring normal operation for both auto-open and credential processing. Our engineering team is actively troubleshooting the issue and working to determine the root cause. We will provide further updates as more information becomes available. Thank you for your patience and understanding.

2. investigating Jun 09, 2025, 07:54 PM UTC

   We are still investigating the access control issues affecting some customer sites. Our engineering team is actively working to identify the root cause that resulted in auto open schedules, and in other cases, physical and Bluetooth credentials failed to work at readers. These issues do not impact site management through PDK.io. For impacted PDK.io 2.0 systems, navigating to the System Health page, selecting the affected controller, and choosing “Restart Controller” has shown to help resolve the issue in many cases. We appreciate your patience as we work to resolve this. Further updates will follow as more information becomes available. Thank you for your understanding.

3. investigating Jun 10, 2025, 05:08 AM UTC

   We are continuing the investigation into the root cause of the access control issues affecting some customer sites. The PDK engineering team has identified an update that mitigates the issue. The update will be go through our testing and qualification process before it is deployed. We will provide additional updates as testing progresses and a rollout timeline is defined. Thank you for your continued patience as we work to resolve the issue.

4. investigating Jun 10, 2025, 05:26 PM UTC

   The PDK engineering team has identified a mitigation to the access control issue that is affecting some customer sites. The update is being tested and qualified. Once testing is complete, the update will be deployed to systems. For impacted PDK.io 2.0 systems, navigating to the System Health page, selecting the affected controller, and choosing “Restart Controller” has shown to help resolve the issue in many cases. Additional updates will be provided as testing progresses and a rollout timeline is defined. Thank you for your patience as we work to resolve the issue.

5. identified Jun 10, 2025, 11:24 PM UTC

   The update addressing the access control issue has successfully passed our testing and validation process. We will begin proactively deploying the update to all systems tonight and expect the rollout to be completed by 6:00 AM EDT. No action is required on your part. If you continue to experience issues with auto-open schedules or credential recognition after 6:00 AM EDT, please try restarting the affected controller. For PDK.io 2.0 systems, this can be done from the System Health page. If the issue persists or you are using a 1.0 system, please consider updating to get improved remote troubleshooting functionality or contact our support team for assistance. We appreciate your patience and will provide a final confirmation once the update is complete.

6. monitoring Jun 11, 2025, 03:55 AM UTC

   The update resolving the access control issue has successfully passed our testing and validation process. It has been proactively deployed to all Cloud Nodes and will begin rolling out to affected Red controllers immediately. This update addresses problems with auto-open schedules and credential recognition. The controller update process will proceed as quickly as each customer's network allows. Please note that onboard controllers and those connected via WiMac will take longer to update, as they are updated individually to prevent network strain. No action is needed at this time. If auto-open schedules or credential recognition issues continue after June 11, 2025, at 6:00 AM EDT, restart the affected controller. For PDK.io 2.0 systems, this can be done from the System Health page. If the issue persists or if you are using a 1.0 system, we recommend upgrading to PDK.io 2.0 for enhanced remote diagnostics and troubleshooting tools. You may also contact our support team for further assistance. Thank you for your patience as we worked to resolve this issue.

7. resolved Jun 11, 2025, 07:55 PM UTC

   The update has been successfully deployed to all systems. This resolves the earlier issue affecting auto-open schedules and credential recognition. If you continue to experience any issues, please try restarting the affected controller. For PDK.io 2.0 systems, this can be done from the System Health page. For further support or assistance with 1.0 systems, contact our team. Consider upgrading to PDK.io 2.0 for improved remote access and diagnostic tools Thank you for your patience while we resolved this incident.

Read the full incident report →

Started May 14, 2025, 05:32 PM UTC· resolved May 14, 2025, 06:40 PM UTC

1. investigating May 14, 2025, 05:32 PM UTC

   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.

2. resolved May 14, 2025, 06:40 PM UTC

   The delay has been resolved.

Read the full incident report →

Started May 12, 2025, 06:38 PM UTC· resolved May 12, 2025, 06:52 PM UTC

1. investigating May 12, 2025, 06:38 PM UTC

   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.

2. resolved May 12, 2025, 06:52 PM UTC

   We have identified the issue causing the slow page loading and it is now resolved. Thank you for your patience!

Read the full incident report →

Started Apr 22, 2025, 10:39 PM UTC· resolved Apr 23, 2025, 02:34 PM UTC

1. investigating Apr 22, 2025, 10:39 PM UTC

   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.

2. monitoring Apr 23, 2025, 05:31 AM UTC

   We have implemented a fix and are monitoring it's effect.

3. resolved Apr 23, 2025, 02:34 PM UTC

   This issue has been resolved. Thank you for your patience.

Read the full incident report →

Started Apr 15, 2025, 07:43 PM UTC· resolved Apr 16, 2025, 09:47 AM UTC

1. investigating Apr 15, 2025, 07:43 PM UTC

   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.

2. monitoring Apr 15, 2025, 08:08 PM UTC

   A fix has been put in place and we're monitoring the result.

3. resolved Apr 16, 2025, 09:47 AM UTC

   All PDK.io users with the manager role should be functioning correctly.

Read the full incident report →

Started Apr 09, 2025, 10:13 PM UTC· resolved Apr 10, 2025, 01:29 AM UTC

1. investigating Apr 09, 2025, 10:13 PM UTC

   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.

2. resolved Apr 10, 2025, 01:29 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 08, 2025, 05:45 PM UTC· resolved Jan 08, 2025, 08:40 PM UTC

1. investigating Jan 08, 2025, 05:45 PM UTC

   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.

2. identified Jan 08, 2025, 06:27 PM UTC

   We have identified the problem and are currently working on a solution. Additionally, this same problem as interrupted the flow of live events and also the status updates to the states page. Thank you for your patience as we address this issue.

3. monitoring Jan 08, 2025, 06:53 PM UTC

   The fix has been applied and all services has been restored. We're currently monitoring to ensure that the fix continues to operate as expected. Thank you for your patience!

4. resolved Jan 08, 2025, 08:40 PM UTC

   We have confirmed this issue has been resolved.

Read the full incident report →

Started Dec 20, 2024, 12:00 AM UTC· resolved Dec 20, 2024, 02:33 AM UTC

1. investigating Dec 20, 2024, 12:00 AM UTC

   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.

2. resolved Dec 20, 2024, 02:33 AM UTC

   This issue has been resolved. Thank you for your patience.

Read the full incident report →