Webroot experienced a minor incident on September 17, 2026 affecting Frankfurt EU8, lasting 20m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 17, 2026, 03:29 PM UTC
Frankfurt EU8 is currently experiencing service degradation. Customers may experience intermittent issues accessing the service. Operations, Engineering, and Support teams are actively investigating the issue and working to restore service as quickly as possible. We are treating this as a high priority and will continue to closely monitor the environment while mitigation efforts are in progress. We appreciate your patience and understanding. We will share more updates as they become available. Tracking Number: IM4000627
- resolved Sep 17, 2026, 03:50 PM UTC
Frankfurt EU8 experienced service degradation. Customers may have experienced intermittent issues accessing the service. The issue is now resolved. We appreciate your patience and understanding. Tracking Number: IM4000627
- postmortem Sep 18, 2026, 04:45 PM UTC
# **Incident Report** **Tracking number**: IM4000627 PM1011731 **Incident window:** September 17, 2026, from 14:28 GMT to September 17, 2026, at 15:04 GMT **Services affected:** OpenText™ Enterprise Service Management \(Frankfurt EU8\) **RCA target completion date:** October 2, 2026 **Overview** On September 17, 2026, at 15:17 GMT, Incident Management was engaged to investigate performance degradation affecting OpenText™ Enterprise Service Management clients in the Frankfurt EU8 environment. **Impact** Users experienced performance degradation and reduced system responsiveness while accessing the application. **Resolution** The investigation identified high CPU and memory utilization within the database environment, that contributed to the observed performance delays. To mitigate the issue and restore service, technical teams created an index for the affected database query to improve query efficiency and executed a controlled restart of the affected deployments. Following these actions, technical teams validated that system performance and stability returned to normal operating thresholds. Full-service recovery was confirmed at 15:40 GMT on September 17, 2026.