Singlewire Software experienced a notice incident on June 29, 2026 affecting Visitor Aware, lasting 2h 17m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 29, 2026, 04:34 PM UTC
We are currently experiencing an outage on app.visitor-aware.com. Attempts to access Visitor Aware result in the messages "Internal Service Error" or "Service Unavailable." We are investigating the root cause and will update this incident as we learn more.
- monitoring Jun 29, 2026, 05:38 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jun 29, 2026, 06:52 PM UTC
This incident has been resolved.
- postmortem Jul 01, 2026, 05:10 PM UTC
**What happened** On June 29, 2026, users attempting to log in to the Visitor Access web portal experienced performance degradation and timeouts. The Check In Kiosk iOS app was not affected. **Root cause** The login permission cache was storing too much data in a single entry, which exceeded the maximum allowed request size and made the web portal effectively unavailable. **Resolution** We have increased the granularity of our caching, which resolves the issue and improves overall performance for permission-gated requests throughout the application.