Zaptec Outage History

# Summary On the evening of 12 March 2026, starting at approximately 20:45 CET, a subset of Zaptec chargers experienced intermittent connectivity issues. This caused temporary disruptions to charging sessions for affected devices. The issue was resolved by the morning of 13 March 2026. # Impact Up to 50,000 devices, primarily Zaptec Go and Go2 chargers, were affected across all markets. Because our devices are distributed across multiple independent infrastructure clusters, the disruption was limited to a subset of the total fleet. Devices that maintained connectivity continued to operate normally throughout the incident. ‌ # Timeline \(Oslo time\) **12 March 2026** 20:49 – An elevated rate of devices going offline was detected. 20:58 – Automated monitoring triggered a critical alert. 21:00 – The on-call engineering team began investigating. 21:07 – Initial status update communicated internally. 21:19 – The affected infrastructure was scaled up in an attempt to restore connectivity. 21:30 – Scope of the incident was refined and communicated. 21:40 – The team evaluated a regional failover but determined it would affect more devices than the incident itself, so it was held in reserve. 21:52 – A support case was raised with our cloud infrastructure provider. 22:00 – Diagnostic analysis confirmed the connectivity errors originated from an infrastructure-level service disruption outside of Zaptec's control. 22:03 – Devices began reconnecting. 22:30 – Recovery trend continued steadily. 22:34 – Our cloud infrastructure provider confirmed a regional capacity issue affecting device connectivity services in the relevant region. 22:45 – The majority of devices had recovered. Status moved to monitoring. ‌ **13 March 2026** 08:15 – The incident was marked as resolved. # Root Cause The disruption was caused by a capacity constraint within our cloud infrastructure provider's device connectivity services in the affected region. This resulted in intermittent service unavailability for a subset of our chargers. Zaptec's own applications and backend services were not the source of the issue. Once connectivity was restored by the infrastructure provider, all systems resumed normal operation without any additional intervention. # Resolution Our engineering team identified the affected device segment within minutes and took immediate steps to mitigate the impact, including scaling up infrastructure resources. A regional failover was evaluated but intentionally held back, as it would have introduced a broader disruption than the incident itself. Once the root cause was confirmed as an external infrastructure issue, the team monitored the recovery closely until full connectivity was restored. ## Follow-Up Actions Failover readiness: We will conduct controlled failover exercises in production to increase our confidence and speed of response in the event of larger-scale disruptions. Faster offline detection: We are improving our monitoring systems to detect and respond to connectivity issues more quickly, reducing time to resolution in future incidents.

2026-02-14 — API Disruption During the night of 2026-02-14, between 00:23 and 04:20 \(CET\), our public API experienced a significant disruption across all instances of the service, impacting major API-driven integrations. Core charging subsystem and OCPP-managed chargers were not affected, so general charging continued to operate normally. However, configuration modifications on installation level were temporarily unavailable during this period. Timeline 00:23 – Problematic behavior started 01:18 – The issue was reported to us by an integration partner 01:30 – Engineering investigation began 02:30 – Rate limiting was applied on all API routes in an attempt to recover from a restart loop, but that didn't stabilize the system. 03:10 – Application profiling was disabled to reduce overhead on the loaded system. No positive impact observed. 03:45 – /api/installation routes were isolated to a separate set of instances to contain the impact of disruption. 03:55 – Rate limiting on / was reverted; traffic patterns began to normalize 04:20 – System stabilized Root Cause Analysis The incident is still under active investigation. Current working theories include: Heavy query load — Certain endpoints may have been executing queries with unexpectedly high processing costs, contributing to system strain. Infrastructure networking issues — There are indications of underlying networking instability in the hours leading up to the incident, which may have been a contributing factor. Increased external traffic — A significant increase in request volume on resource-intensive endpoints may have triggered or amplified the disruption. We are continuing to investigate and will implement safeguards and optimizations on the affected endpoints to reduce the likelihood of similar incidents in the future. A follow-up update will be provided once the root cause has been confirmed.

## Summary Following the release of iOS version 5.41.8, some users experienced authorization errors that affected access to certain app features. Users were not fully blocked, and access could be restored by signing out and back in. The issue was quickly identified and resolved. A corrected version of the app was expedited through App Store review, approved on Friday at 21:34, and verified in production. ## Timeline \*\*2026-02-11 — Afternoon\*\* — Version 5.41.8 released. \*\*2026-02-12 — Midday\*\* — Elevated authorization errors detected. \*\*2026-02-12 — Afternoon\*\* — Investigation initiated. \*\*2026-02-13 — Afternoon\*\* — Root cause identified and fix implemented. \*\*2026-02-13 — 21:34\*\* — Patched version approved and released \(Version 5.41.9\). \*\*Post-release\*\* — Monitoring confirmed the issue was resolved. ## Root Cause An issue introduced during the app update impacted authentication for a subset of users. ## Resolution The team implemented a fix, validated it through internal testing, and released the updated version following expedited review. Additional safeguards have been put in place to reduce the risk of similar issues in future releases.