StarRez incident

Service Disruption - The Housing Director (US East)

Critical Resolved View vendor source →

StarRez experienced a critical incident on September 10, 2026 affecting The Housing Director Cloud Services, lasting 5h 35m. The incident has been resolved; the full update timeline is below.

Started
Sep 10, 2026, 06:48 PM UTC
Resolved
Sep 11, 2026, 12:23 AM UTC
Duration
5h 35m
Detected by Pingoru
Sep 10, 2026, 06:48 PM UTC

Affected components

The Housing Director Cloud Services

Update timeline

  1. investigating Sep 10, 2026, 06:48 PM UTC

    THD customers on the US East server are experiencing a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

  2. identified Sep 10, 2026, 07:34 PM UTC

    THD customers on the US East server are experiencing a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

  3. identified Sep 10, 2026, 08:17 PM UTC

    We’ve identified an issue with an upstream service provider that is impacting availability for all clients within the US East server. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

  4. identified Sep 10, 2026, 10:08 PM UTC

    StarRez Engineers are working with the upstream service provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

  5. identified Sep 10, 2026, 10:45 PM UTC

    A mitigation is being attempted by the upstream provider to restore service to US East server. StarRez Engineers are actively monitoring the situation. Further updates will be shared as more information becomes available,

  6. identified Sep 10, 2026, 11:44 PM UTC

    Our upstream service provider has mitigated the issue, and we are now seeing service response from our database tier. StarRez Engineers are actively working on service restoration for customer sites and will provide updates once this has been completed

  7. monitoring Sep 10, 2026, 11:51 PM UTC

    All customer sites are now back online. StarRez Engineers are actively monitoring to confirm stability.

  8. resolved Sep 11, 2026, 12:23 AM UTC

    This incident has been resolved.