Webroot incident
Frankfurt EU8 experienced a service degradation.
Webroot experienced a minor incident on September 14, 2026 affecting Frankfurt EU8, lasting 41m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 14, 2026, 01:35 PM UTC
Frankfurt EU8 is currently experiencing service degradation. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3998323
- monitoring Sep 14, 2026, 01:56 PM UTC
Frankfurt EU8 experienced a service degradation. Service has been restored and is being validated. We appreciate your patience. Tracking Number: IM3998323
- resolved Sep 14, 2026, 02:16 PM UTC
Frankfurt EU8 experienced a service degradation. The issue is now resolved. We appreciate your patience. Tracking Number: IM3998323
- postmortem Sep 18, 2026, 12:42 PM UTC
# **Incident Report** **Tracking number:** IM3998323 PM1011731 **Incident window:** September 14, 2026, from 12:32 GMT to 13:35 GMT **Services affected:** OpenText™ Enterprise Service Management \(Frankfurt EU8\) **RCA target completion date:** August 29, 2026 **Overview** On September 14, 2026, at 13:31 GMT, Incident Management was engaged to investigate service degradation affecting the OpenText™ Enterprise Service Management. **Impact** Several customers experienced performance degradation while using the OpenText™ Service Management \(SMAX\) application. The product UI was slow to resolve during this period for impacted customers and some logins were delayed. **Resolution** The investigation determined that a database spike initiated by an external integration resulted in the observed performance degradation. The integration was paused to reduce impact on the database and the system automatically. Performance stabilized at 13:35 GMT on September 14, 2026. OpenText has followed up on the integration with impacted customers to ensure best practices for use are followed going forward.