Eptura Incident History

1. postmortemAug 28 · 12:25 UTC

   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 - ACS Integrations - Visitor Access Level Updates failing   **Services/Modules Impacted:** Eptura Visitor – Access Control System \(ACS\) integrations   **Issue Summary/Background:** On August 19, 2026, following a scheduled software deployment, Eptura Visitor experienced intermittent synchronization issues with ACS integrations. During the affected period, some visitor records, temporary access credentials, and visitor access level updates did not synchronize as expected. As a result, automated reception check-in and credential issuance were temporarily impacted at some sites. Facilities continued operations using manual check-in procedures until service was restored.   **Root Cause:** The issue was traced to a software deployment that introduced an unintended application version into the production environment. This version affected the integration services responsible for synchronizing visitor and access information between Eptura Visitor and the physical access control system. The deployment process has since been reviewed, and additional validation measures have been identified to help ensure the correct software version is verified and deployed in future releases.   **Remediation:** To resolve the incident and restore service stability, the following actions were taken: * Rolled back the deployment to the previously stable software version. * Validated visitor record creation, credential assignment, and access level synchronization across affected integrations. * Confirmed restoration of normal service and continued stability through post-incident monitoring.   **Timeline \(UTC\):** **August 19, 2026** **07:16:** First customer issue was reported about QR code scanning failures on the ACS system. **08:32:** The support team involved the Eptura CloudOps team to investigate the issue further. **09:22:** The Eptura engineering team was invoked, and a joint investigation started between the teams; it was identified that the recent software deployment could potentially be the issue. **09:38:** The rollback of the deployment was initiated as a remediation step. **10:12:** The rollback was completed, and post-restoration monitoring began. **12:08:** Customer validation confirmed that visitor creation, credential assignment, and access level updates were functioning normally.   **Total Duration of Event:** 2 hours 56 minutes intermittently   **Preventive Actions:** To prevent similar issues and improve release safety, we are implementing the following enhancements: * Use automated release packaging from a controlled artifact repository for ACS deployments. * Introduce automated version and integrity checks before deployment. * Improve build environment management so outdated or duplicate artifacts cannot be selected unintentionally. * Expand pre-deployment and post-deployment validation to confirm ACS integration health before and after releases.   All services are operating normally, and the platform continues to be monitored closely. Thank you for your understanding as we work to deliver the reliable experience you expect.

Reported by Eptura on their status page.