Pulseway experienced a notice incident on July 23, 2025 affecting SaaS - Europe and Remote Control - Europe, lasting 5h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 23, 2025, 02:57 AM UTC
We are experiencing partial service disruption on Pulseway - EU customers where users may notice login errors, which may impact administrators ability to manage endpoints. Our team is working to restore functionality on the instance at this time. We apologize for any inconvenience caused. - Cloud Operations Team
- identified Jul 23, 2025, 04:49 AM UTC
The issue has been identified and a fix is being implemented.
- identified Jul 23, 2025, 05:36 AM UTC
We are continuing to work on a fix for this issue.
- monitoring Jul 23, 2025, 06:35 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 23, 2025, 08:40 AM UTC
This incident has been resolved.
- postmortem Aug 06, 2025, 03:17 PM UTC
**Incident Summary – Pulseway Login Issue \(EMEA Region\)** **Date:** July 23, 2025 **Version:** 9.20 Following the deployment of version 9.20, users in the EMEA region began experiencing login issues when accessing the Pulseway Web Application. **Root Cause:** The issue was traced to the removal of references to a legacy feature—**CloudBackup**—which had been deprecated earlier. Some users still had backend configurations tied to this deprecated functionality. As a result, attempts to log in triggered errors referencing the obsolete feature, effectively blocking access to the Web Application. **Resolution:** The R&D team conducted a manual cleanup of the affected database records to eliminate the problematic configurations. Additionally, a code update was implemented to prevent similar issues from occurring in future releases.