Eptura Incident History

We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Type of Event:** S2 - Intermittent ACS integration issues impacting visitor access workflows across multiple customers **Services/Modules Impacted:** Visitor – Access Control System \(ACS\) integrations \(CCure, Net2, Genetec, Avigilon, OnGuard\), Extenders, Routing and Sync Services **Issue Summary/Background:** Between May 19 and May 26, 2026, some customers experienced intermittent issues affecting the integration between Eptura Visitor and Access Control Systems \(ACS\). These issues resulted in inconsistent behavior across critical visitor workflows. Customers reported problems such as visitors not being created in ACS, access levels not updating, tokens not being assigned or removed correctly, and check-in/check-out events failing to synchronize. In some cases, QR code and badge scans at turnstiles did not result in expected access or status updates. The issue was intermittent in nature, often affecting only some transactions within the same location, which made detection and diagnosis more complex. Additionally, some ACS extenders were observed going offline intermittently, further contributing to the inconsistency of the issue. While the platform remained available, core functionality was degraded and did not meet expected reliability standards. **Root Cause:** The issue was caused by a combination of platform-level and infrastructure-related factors affecting ACS integration processing. A recent platform optimization change was introduced that impacted message processing and synchronization behavior between Visitor and ACS systems. This resulted in intermittent failures where some events were processed successfully while others failed within the same environment. Additionally, a contributing infrastructure change caused ACS extenders to intermittently go offline, leading to missed or delayed synchronization events between Visitor and ACS systems. Limited logging visibility in certain monitoring systems during the incident also delayed accurate correlation of the issue, and initial remediation steps in some environments required additional refinement before the root cause was fully isolated. **Remediation:** To restore stability and ensure consistent operation, the following actions were taken: * Rolled back recent ACS optimization changes in the Fastpace layer * Restarted routing and ACS-related services to stabilize message processing * Addressed gaps in logging and monitoring systems to improve visibility * Validated system behavior across multiple ACS integrations and customer environments * Reverted a recent ACS infrastructure capacity change that was causing intermittent extender disconnects. These steps restored normal synchronization between Visitor and ACS systems and ensured stable operation across affected workflows. **Timeline \(UTC\):** May 19: First customer reported issues with ACS integration. An initial investigation was initiated, and an internal tracking case raised. May 20: Engineering incident created to track widespread impact. May 21: Incident escalated to leadership, engineering, and CloudOps teams. Multiple customers confirmed impacted; intermittent pattern identified across environments. May 22: ACS optimization changes rolled back; Initial improvement observed. May 23–25: Ongoing monitoring and validation with affected customers. System behavior improved, but intermittent issues remain in some cases. May 26: Secondary issue identified related to ACS extenders going offline. Extender-related issue resolved, restoring full system stability. May 27 onward: Monitoring confirmed stable performance and successful operation across all workflows. **Total Duration of Event:** Intermittent delays affected approximately 7 days \(May 19- May 26\) **Preventive Actions:** To prevent similar incidents in the future, we are implementing the following improvements: * Strengthen validation and testing for platform-level optimization changes, particularly across ACS integrations * Enhance monitoring and alerting for extender connectivity and message processing failures * Improve logging coverage to ensure full visibility into integration workflows * Formalize change management procedures during active incidents to minimize customer impact. * Improve early detection and correlation mechanisms for multi-customer intermittent issues All services are operating normally, and we continue to monitor the platform closely. Thank you for your understanding as we work to deliver the reliable experience you expect.

We have been monitoring since yesterday, and the issue impacting visitor integration with Access Control Systems (ACS) now appears resolved, with the system stable and all related workflows—including visitor creation, access updates, token management, and check-in/check-out—functioning as expected.

We are continuing to monitor for any further issues.

We are continuing to actively monitor while our teams work towards identifying a root cause. A secondary issue was identified and resolved at approximately 10:00 UTC today. Some users may have received "server offline" notification emails in error. This was a repercussion of the ongoing incident and has now been addressed. We will continue to provide updates as more information becomes available. Thank you for your patience.

Our engineering team continues to monitor the previously identified intermittent issues affecting visitor pass processing for a small number of customers using Access Control System (ACS) integrations. Following the steps taken late last week system performance has remained stable, and we have received confirmation from at least one previously affected customer that functionality is now operating as expected. We have proactively followed up with impacted customers and are currently awaiting additional confirmation. At this time, the overall system continues to perform reliably, and no widespread issues are being observed. Our team remains actively engaged in validating a full resolution and confirming the root cause to prevent recurrence. We understand the importance of consistent and dependable visitor management and appreciate your continued patience. We will provide further updates as soon as additional confirmations are received or new findings emerge.

We recently identified intermittent issues impacting visitor pass processing for a small number of customers using ACS integrations. These issues caused some visitor actions, such as access updates and check-in or check-out syncing, to behave inconsistently. As a precaution, we rolled back recent optimizations related to the Access Control System (ACS) integration. Since then, we have seen a strong improvement, and affected processes are now functioning as expected in most cases. Our engineering team is continuing a thorough investigation to confirm the root cause and ensure a long-term resolution. While one or two isolated cases are still being reviewed, the overall system is stable. We understand how important reliable visitor management is to your operations and appreciate your patience as we complete our investigation. We will share another update as soon as we have confirmed the root cause and next steps.

We have rolled back recent optimizations related to the Access Control System (ACS) integration and restarted the routing services. Initial testing following these changes has shown positive results, with improved stability observed across affected workflows. However, due to the intermittent nature of the issue, we are continuing to closely monitor system behavior and conduct further validation. Our Engineering and Infrastructure teams remain actively engaged in ongoing analysis to confirm full resolution and identify the root cause. We will continue to provide updates as more information becomes available. Thank you for your patience.

We are continuing to investigate the intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may still experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in and check-out. Our Engineering and Infrastructure teams are actively working to identify the root cause through ongoing analysis of system behavior. At this stage, the underlying cause has not yet been confirmed, and further investigation is in progress. We will share the next update as soon as we have more clarity on the root cause and identified next steps. Thank you for your patience while we work towards resolution.

We are currently investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Our Engineering and CloudOps teams are working to identify the root cause and determine next steps. As part of this effort, additional engineering analysis is required and is scheduled to begin tomorrow morning IST. At this time, we do not anticipate any new updates until the analysis is underway and initial findings are available. We will provide a follow-up as soon as more information becomes available.

We are investigating intermittent issues affecting the Visitor integration with Access Control Systems (ACS). Customers may experience inconsistent behavior across workflows such as visitor creation, access updates, token management, and check-in/check-out. The issue appears sporadic with no clear pattern. Engineering and CloudOps teams are actively working to identify the root cause and resolve the issue. We will provide further updates as more information becomes available.

As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.

A fix has been implemented. We are moving into the Monitoring Phase for the next 12 hours while customers confirm that they are no longer encountering problems accessing their database. We thank you for your patience through this issue.

Our teams are continuing to work on the cause of this issue. We shall update as soon as we have more information. We thank you for your patience.

The issue with Database is not currently activated has been identified and a fix is being tested. We will post another update at 4pm CST. We appreciate your continued understanding while we work on a solution for this issue.

We are currently investigating an issue with Eptura Asset returning a Database is not currently activated error page for some users. Our Engineering team are working to determine the cause of the disruption. We appreciate your patience while we work on a solution to this issue. Next update will be posted at 2pm CST

As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Preliminary RCA will be posted in this incident in 2 business days. Please stay subscribed to the page to receive post automatically.

The fix has been implemented, and Insights dashboards are now loading as expected. We are not seeing any new reports of the issue at this time. Earlier, some users were unable to access Insights dashboards. We partnered with the Looker support team to apply the recommended fixes, and validation checks confirm the changes are effective. The service remains stable, and we are continuing to monitor closely while staying aligned with Looker to quickly address any concerns if they arise. Thank you for your patience during this issue. If you experience any further problems accessing Insights dashboards, please contact us so we can investigate promptly.

We have worked closely with the Looker support team and have implemented the recommended corrective actions. Based on their validation and our internal testing, Insights dashboards are now loading successfully and service has been restored. While all indications show that the issue has been resolved, we remain in close coordination with the Looker team to proactively address any potential concerns should they arise. At this time, the environment remains under active monitoring to ensure continued stability, and we will continue to track performance closely as a precaution. We appreciate your patience while the investigation was underway. Should you encounter any further issues accessing Insights dashboards, please let us know immediately so we can investigate without delay.

We are actively investigating the dashboard visibility issue and have engaged the Looker support team for assistance. A support case has been opened, and we are working closely with them to identify the root cause and drive resolution. At this time, data is successfully loading into the Looker instance, which confirms that the data ingestion process is functioning as expected. Our current focus is on understanding why the dashboard is not appearing within the Serraview application and restoring visibility as quickly as possible. We will continue to provide updates as we make progress and have additional information to share.

We are currently investigating an issue impacting Insights for clients. Our Engineering team is currently investigating to determine the cause of the disruption

We are currently investigating an issue impacting Insights for clients. Our Engineering team is currently investigating to determine the cause of the disruption

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

Scheduled Release Date: July 9th 2026As part of our regular maintenance and release cycle, we will be releasing the update to Eptura Asset on July 9th 2026. This release includes backend improvements and feature updates to ensure continued reliability and performance. You may observe momentary interruptions as systems update. These are expected to be minimal and self-resolving. If you would like to know what is coming in this release, please refer to the 'What's New' page. https://knowledge.eptura.com/Asset/Product_Updates

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

Scheduled Release Date: July 9th 2026As part of our regular maintenance and release cycle, we will be releasing the update to Eptura Asset on July 9th 2026. This release includes backend improvements and feature updates to ensure continued reliability and performance. You may observe momentary interruptions as systems update. These are expected to be minimal and self-resolving. If you would like to know what is coming in this release, please refer to the 'What's New' page. https://knowledge.eptura.com/Asset/Product_Updates