ControlUp Incident History

During routine database maintenance, a cleanup process incorrectly removed some historical reporting data. This affected some aggregated reports, primarily 1-hour and 1-day reporting views, and may have resulted in incomplete historical trends for a subset of customers. Live platform operation was not the primary area of impact. Our engineering team identified the issue through investigation, rolled back the affected deployment, restored data processing across all regions by 07:30 UTC on 8 June, and completed follow-up duplicate-data cleanup over the following days. We are strengthening safeguards so that destructive maintenance actions are not based on a single approximate metadata value. Follow-up improvements include additional validation checks, targeted test coverage, enhanced anomaly monitoring, expanded operational logging, and improved internal communication for production maintenance and recovery work.

What happened Our routine VDI database maintenance jobs — which have run reliably for years — depend on the underlying platform to accurately report the contents of each data table. A recently introduced third-party (Microsoft) platform bug caused certain tables to be incorrectly reported as empty. As a result, our cleanup processes removed data that should have been retained. What we’ve done As soon as we identified the issue, we launched a full recovery effort and were able to restore the majority of the affected data (VDI). Unfortunately, a limited number of tables and partitions could not be recovered. What this means The impacted data ranges from approximately two months to one year old. The specific records affected vary by organization, so the scope is not identical across accounts. Your current, recent, and ongoing data is unaffected, and your environment is operating normally. What happens next We’ve implemented safeguards to prevent this specific failure from recurring, and we’re continuing to monitor closely. If you’d like help understanding exactly which data was affected in your environment, or to discuss next steps, please reach out to support@controlup.com or your account team and we’ll assist you directly.

| **RCA Owner** | _**Andrew Renton**_ | | --- | --- | | **Priority** | High | | **Affected Services** | VDI & DaaS Web Console | | **RCA Reference** | 03/07/2026 | | **Executive Summary** | OnJul 3, 2026, customers using the VDI & DaaS Web Console experienced a temporary loss of visibility into real-time and historical monitoring data. The issue was caused by an unexpected service interruption in the Monitor Proxy layer following automated operating system security updates on production servers. Customer data was not lost; the incident affected data visibility only. The engineering team restored service by redeploying the affected Monitor Proxy services, and customers were able to see their data again shortly after recovery. To reduce the risk of recurrence, automatic unattended OS package upgrades have been disabled on the production Monitor Proxy servers, related hardening automation has been updated, and additional resiliency improvements are being evaluated. |

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating an issue impacting organizations' ability to access the VDI products. We will provide an update shortly.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating an issue impacting organizations' ability to access the VDI products. We will provide an update shortly.