Is SurePrep down?

There was an outage of Engagement Manager that effected all firms on Sunday, May 31 from 12:00 AM until 5:30 PM ET. The outage also effected the UK region from 5/31/2026 until 6/1/2026 2:30PM GMT. In most cases, you would have seen a blank screen after the login screen, with a generic red banner that says, “Server error occurred.” The issue was resolved by installing updated certificates for specific servers.

We are currently investigating reports of increased latency and slowness affecting some users within the product. Our team has identified that this degradation is attributable to an ongoing incident with one of our third-party infrastructure providers. Users may experience slower response times, delayed processing, or intermittent timeouts. We will provide an update within 30 minutes or sooner as new information becomes available. We apologize for the inconvenience and appreciate your patience.

Our third-party service provider has begun remediation efforts and recovery is currently in progress. We are seeing early signs of improvement, however some users may continue to experience latency or slower than normal response times while the recovery is underway. Our engineering teams are actively monitoring system performance and will post a further update as soon as there is a meaningful change in status. Thank you for your patience.

Performance Restored to Normal The latency and performance degradation affecting our platform has been fully resolved. Our third-party service provider has confirmed that their incident has been mitigated and all systems are now operating normally.  We have verified that performance on our end has returned to expected levels. If you continue to experience any issues, please don't hesitate to reach out to our support team.

Based on our internal monitoring, we are aware that some customers receive an error when attempting to make a CS Connect call via our CS Professional Suite products. You may experience slowness when opening and navigating the programs as well. We are currently working to restore services and will provide an update as soon as we have more information.

We are aware of a brief disruption when attempting to make a CS Connect call via our CS Professional Suite products. The issue has been resolved and the functionality is restored. We will continue to monitor our internal metrics and customer contacts to confirm full resolution.

Our metrics and internal testing continue to indicate the ability to access CS Connect remain in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.