Eptura Status

S2 - Visitor - 504 Gateway Timeout error - when sending new invitation emails

Update - Our teams are actively collaborating with SendGrid to develop and implement a comprehensive, long-term solution that will fully restore the email functionality. This joint initiative is currently in the phase of rigorous validation and reliability testing to ensure that the final fix is not only effective but also resilient over time.

In the meantime, the temporary mitigation continues to perform reliably. It is successfully facilitating the delivery of newly generated emails while we work toward deploying the permanent resolution.

We are committed to keeping you informed and will share the next update by 09:00 UTC on 31 October, or earlier if we achieve any notable progress.

We sincerely appreciate your ongoing patience and understanding as we work diligently to resolve this issue in a thorough and lasting manner.
Oct 30, 2025 - 09:00 UTC

Update - Our teams continue to work closely with SendGrid to implement a permanent fix aimed at restoring full email stability. The joint effort is progressing with validation and reliability testing underway to ensure the long-term solution is both effective and sustainable.

The temporary mitigation remains stable and continues to support the successful delivery of newly sent emails while permanent measures are finalized.

We will provide the next update by 09:00 UTC on 30 October or sooner if there is significant progress to share.

We appreciate your continued patience and understanding as we work to ensure a complete and durable resolution to this issue.
Oct 29, 2025 - 09:40 UTC

Update - Our teams remain actively engaged with SendGrid as we continue implementing the long-term solution to fully restore and stabilize email functionality. The collaboration is ongoing and all efforts remain focused on ensuring the fix is robust and sustainable.

The temporary mitigation continues to perform effectively for newly sent emails, helping to maintain functionality while we work toward the permanent resolution.

We will share the next update by 09:00 UTC on 29th October or sooner should there be meaningful progress to report.

We truly appreciate your continued patience and understanding as we work diligently toward a complete and lasting resolution.
Oct 28, 2025 - 09:00 UTC

Update - Our teams continue to work closely with SendGrid to implement a long-term, stable resolution. Restoring full email functionality remains our highest priority and we are committed to ensuring the solution is both effective and sustainable.

In the meantime, the temporary mitigation remains in place and continues to be effective for newly sent emails. While this measure has helped restore functionality, we understand the importance of achieving a permanent resolution and remain fully focused on doing so.

We will provide the next update by 09:00 UTC on 28th October or sooner if there is significant progress to share.

We sincerely appreciate your patience and understanding as we work toward a complete resolution.
Oct 27, 2025 - 09:00 UTC

Update - Our teams are working in close coordination with SendGrid to establish a permanent solution. This collaborative effort remains our top priority as we aim to fully restore and stabilize email functionality.

We will share the next update by 09:00 UTC on 27th October, or sooner should we make any significant progress in our investigation.
Oct 24, 2025 - 12:03 UTC

Update - Our teams are actively collaborating with SendGrid to identify and implement a permanent resolution.

In the meantime, the temporary mitigation continues to be effective for newly sent emails. While this measure has helped restore functionality, we recognize the importance of a long-term fix and remain focused on achieving a complete resolution.

We will provide the next update by 12:00 UTC on 24th October, or earlier if we achieve any notable progress in our investigation.
Oct 23, 2025 - 12:16 UTC

Update - Our teams continue to work with SendGrid, while the temporary mitigation (disabling link tracking) remains effective for newly sent emails, we are still pursuing a permanent fix to fully resolve the issue.

We appreciate your continued patience and will share the next update by 12:00 UTC, or sooner if any significant progress is made.
Oct 23, 2025 - 08:09 UTC

Monitoring - Our internal team has implemented a temporary workaround by disabling link tracking in SendGrid, which has positive results for the 504 Gateway Timeout error for newly sent invitation emails. Users should now be able to send and access new invitation and pre-registration links successfully. However, previously sent emails before this change may still encounter the error. We are in contact with the SendGrid team to identify and address the root cause within their link tracking service to ensure a permanent resolution.

We will continue to closely monitor the system’s performance and provide the next update by 08:00 UTC or sooner if new information becomes available.
Oct 23, 2025 - 04:17 UTC

Update - We are actively continuing our investigation into the reported issue concerning users encountering a 504 Gateway Timeout error when sending new invitation emails through Visitor (ProxyClick) or when recipients click the pre-registration link included in those emails.

We will provide the next update by 0400 UTC or sooner if any significant developments occur.
Oct 22, 2025 - 23:24 UTC

Update - We are actively continuing our investigation into the reported issue.

We will provide the next update by 6:00 PM CST, or sooner if any significant developments occur.
Oct 22, 2025 - 19:24 UTC

Update - Our infra team has reviewed the relevant logs for email delivery failures, but no errors have been found. Our Engineering team is also involved in further investigation of the issue.
We will provide the next update by 1:00 PM CST, or sooner if any significant developments occur.
Oct 22, 2025 - 14:00 UTC

Update - We are actively continuing our investigation into the reported issue. To facilitate a thorough analysis, a support ticket has been raised with Microsoft, and their team is currently engaged in further diagnostics.

We will provide the next update by 9:00 AM CST, or sooner if any significant developments occur.
Oct 22, 2025 - 10:05 UTC

Investigating - Users encounter a 504 Gateway Timeout error when sending new invitation emails through Visitor (ProxyClick) or when recipients click the pre-registration link included in those emails. Our Engineering team is currently investigating to determine the cause of the disruption. Next update will be posted at 4 AM CST.
Oct 22, 2025 - 09:01 UTC

Eptura Asset Operational

Eptura Engage Operational

APIs Operational

Desk Screens Operational

Device Hub Operational

Exchange Sync Operational

M365 Integration Operational

Mobile App Operational

Outlook Add-In Operational

Room Screens Operational

SCIM Operational

Web Application Operational

Eptura Visitor Operational

Access Control Operational

Admin Dashboard Operational

APIs / Webhook Operational

Check in / LogBook Operational

Emergency Lists Operational

Integrations Operational

Kiosk Operational

Mobile App Operational

Notifications Operational

Printer / Printing Operational

User provisioning Operational

SAML Sign On Operational

Eptura Workplace Operational

Archibus by Eptura Operational

Serraview by Eptura Operational

Space Planning Operational

Core Services Operational

Engage Operational

Insights Operational

Public API Operational

SV Live / Locator Operational

Advanced Imports Operational

Floorplan Operational

Reports Operational

SFTP Operational

Hippo Operational

SpaceIQ Operational

Teem Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Oct 30, 2025

S2 - Global Azure Outage - Impact on Eptura Services

Resolved - Microsoft has confirmed that the global Azure incident causing service disruptions has been fully resolved. As this was the underlying cause of the recent issues, we are now marking this incident as resolved.

We appreciate your patience and understanding while this issue was being investigated and remediated.
Oct 30, 03:10 UTC

Monitoring - A fix has been implemented and we are monitoring the results.
Oct 29, 22:46 UTC

Update - Update – Microsoft has implemented recovery measures for the global Azure incident, and services are stabilizing. Engage and Visitor are now functional and we are awaiting confirmation on the remaining impacted Eptura services listed below:

Platform-V2 Core Services
Workplace Hummingbird Outlook Plug-in

Our teams continue to monitor progress and will provide further updates as stability improves.

Thank you for your patience during this recovery process.
Oct 29, 22:43 UTC

Update - Microsoft has implemented recovery measures for the global Azure incident. As these changes propagate through Azure, we are beginning to see partial recovery of impacted services.
Please note that availability remains intermittent for the following Eptura services:

Engage Outlook Plug-in
Engage Device Hub
Visitor Outlook Plug-in
Calendar syncing between Engage and Exchange
Platform-V2 Core Services
Workplace Hummingbird Outlook plug-in

Our teams continue to monitor progress and will provide further updates as stability improves. Thank you for your patience during this recovery process.
Oct 29, 19:56 UTC

Update - Microsoft has implemented recovery measures for the global Azure incident. As these changes propagate through Azure, we are beginning to see partial recovery of impacted services.
Please note that availability remains intermittent for the following Eptura services:

Engage Outlook Plug-in
Engage Device Hub
Visitor Outlook Plug-in
Calendar syncing between Engage and Exchange
Platform-V2 Core Services

Our teams continue to monitor progress and will provide further updates as stability improves. Thank you for your patience during this recovery process.
Oct 29, 19:38 UTC

Update - We have identified that the issues currently affecting Eptura Engage, Eptura Visitor, and Eptura Platform V2 are related to a global Microsoft Azure incident.

Impacted Services:
Engage Outlook Plug-in
Engage Device Hub
Visitor Outlook Plug-in
Platform-V2 Core Services

Additionally, syncing of calendar events between Engage and Microsoft Exchange may experience intermittent disruptions.

Our teams are actively monitoring the situation and we will continue to update this incident.
Oct 29, 19:02 UTC

Identified - We have identified that the issues currently affecting Eptura Engage and Eptura Visitor are related to a global Microsoft Azure incident.

Impacted Services:
Engage Outlook Plug-in
Engage Device Hub
Visitor Outlook Plug-in

Additionally, syncing of calendar events between Engage and Microsoft Exchange may experience intermittent disruptions.

Our teams are actively monitoring the situation and we will continue to update this incident.
Oct 29, 17:46 UTC

Update - We are continuing to investigate this issue.
Oct 29, 17:40 UTC

Update - We are continuing to investigate this issue.
Oct 29, 16:57 UTC

Investigating - We have received reports of Engage Outlook add-in and Device Hub not loading. While our teams are investigating the issue, it seems to be related to recently reported Microsoft outage affecting multiple systems.
Oct 29, 16:53 UTC

Oct 29, 2025

S2 - Asset Work Companion/Eptura Asset App - Not visible in the Apple Store

Resolved - Our Product team has confirmed that the Eptura Asset Companion app is now visible in the Apple store again.
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.
Oct 29, 21:54 UTC

Identified - .
Oct 29, 17:31 UTC

Update - We are continuing to investigate the issue preventing the Asset Work Companion (Eptura Asset App) from appearing in the Apple App Store. Our team is working to identify the root cause and restore availability as soon as possible.

We appreciate your patience and understanding as we work through this.

Next update will be posted by 1700 UTC on October 30, 2025, or sooner if more information becomes available.
Oct 29, 17:03 UTC

Investigating - We are currently investigating an issue with the Asset Work Companion/Eptura Asset App not being visible in the Apple Store.

Our Product team is currently investigating to determine the cause and to get the app available for download as soon as possible.

We appreciate your patience as we work through this issue.

Next update will be posted at 1700 UTC October 29th 2025.
Oct 28, 21:55 UTC

Oct 28, 2025

Oct 27, 2025

Oct 26, 2025

No incidents reported.

Oct 25, 2025

No incidents reported.

Oct 24, 2025

Emergency Maintenance – Eptura Workplace Calendar Service

Completed - The scheduled maintenance has been completed.
Oct 24, 07:00 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 24, 04:00 UTC

Scheduled - Eptura Workplace Calendar Service

Start Time: October 24, 2025 – 4:00 AM UTC
End Time: October 24, 2025 – 7:00 AM UTC
Impact: We’d like to inform you of a scheduled maintenance window that may temporarily affect the Eptura Workplace Calendar service. During this maintenance window, calendar events may not sync in real-time. Events are expected to sync automatically once the connection is restored.

We appreciate your patience and understanding as we work to ensure continued reliability of our services.

If you have any questions or concerns, please raise a support case by visiting our Customer Hub at https://customer.eptura.com/s/login/

Thank you for being a valued Eptura customer.
Oct 24, 04:00 UTC

Oct 23, 2025

Oct 22, 2025

S1 - Serraview - EU Environment is Inaccessible

Resolved - We have moved to the Resolved phase. Since migrating the affected sites to a new web server, we have not observed any further service disruptions.

Thank you for your patience and understanding while we worked to resolve the issue. We sincerely apologize for any inconvenience this may have caused.
Oct 22, 19:12 UTC

Monitoring - Our engineering team has identified a configuration issue on one of the EU web servers, causing URL redirect failures for SSO logins.

The affected sites have now been migrated to a new web server with corrected configurations. Access to all impacted instances for most clients has been restored.

We are closely monitoring the environment to ensure continued stability.

Thank you for your patience while we worked to resolve this issue.
Oct 22, 08:27 UTC

Investigating - We are moving back into the investigation phase as customers in the EU region continue to experience issues accessing the platform via SSO.
Our team is actively investigating and working to identify the root cause. We will provide updates as more information becomes available.
Thank you for your continued patience.
Oct 21, 23:40 UTC

Monitoring - We’ve identified that the issue is isolated to the bypass login method, while SSO login is functioning normally. Health checks are stable, and logs from EU customers confirm successful SAML authentications.

The team continues to investigate the bypass login errors. No fix has been implemented yet, but system behavior has stabilized, and we are now in a monitoring phase.

We’ll provide further updates as needed. Thank you for your patience.
Oct 21, 16:09 UTC

Investigating - We are currently investigating an issue with EU Environment is Inaccessible. Our Engineering team is currently investigating to determine the cause of the disruption. Next update will be posted at 11 AM CST
Oct 21, 13:34 UTC

Oct 21, 2025

AWS Outage Impacting Eptura Services

Resolved - The AWS incident we have been monitoring has been resolved and all AWS services have returned to normal operations.
The current status can be followed here:
https://health.aws.amazon.com/health/status.

This incident directly impacted several Eptura services, including Serraview, Archibus, Visitor and SpaceIQ.

We are continuing to monitor all Eptura services to ensure that everything returns to normal operations.

Both Serraview and Archibus services are accessible. Users may continue to experience intermittent issues as AWS progresses with its backlog of queued events

SpaceIQ has reported that the entire web and mobile application fails intermittently with customers receiving a time out error. AWS continues to work through the backlog of queued events at this time. Additionally,

Eptura Visitor integrations with third-party services such as SMS notifications have experienced disruptions.

We appreciate your patience and will provide our next update by October 21st, 13:00 UTC.
Oct 21, 00:01 UTC

Update - The AWS incident we have been monitoring has been resolved and all AWS services have returned to normal operations. The current status can be followed here: https://health.aws.amazon.com/health/status. This incident directly impacted several Eptura services, including Serraview, Archibus, Visitor and SpaceIQ. We are continuing to monitor all Eptura services to ensure that everything returns to normal operations. Both Serraview and Archibus services are accessible. Users may continue to experience intermittent issues as AWS progresses with its backlog of queued events SpaceIQ has reported that the entire web and mobile application fails intermittently with customers receiving a time out error. AWS continues to work through the backlog of queued events at this time. Additionally, Eptura Visitor integrations with third-party services such as SMS notifications have experienced disruptions. We appreciate your patience and will provide our next update by October 21st, 13:00 UTC.
Oct 20, 23:54 UTC

Update - We are continuing to monitor an ongoing incident reported by AWS, which can be followed here: https://health.aws.amazon.com/health/status.

AWS continues to make progress toward pre-event levels in all Availability Zones and we are continuing to monitor Eptura services.

This incident directly impacted several Eptura services, including Serraview, Archibus and SpaceIQ.

Both Serraview and Archibus services are accessible. Users may continue to experience intermittent issues as AWS progresses with its recovery efforts.

SpaceIQ has reported that the entire web and mobile application fails intermittently with customers receiving a time out error. AWS is working through the backlog of queued events at this time.

Additionally, Eptura Visitor integrations with third-party services such as SMS notifications have experienced disruptions.

We appreciate your patience and will provide our next update by 23:00 UTC.
Oct 20, 19:00 UTC

Update - We are continuing to monitor for any further issues.
Oct 20, 16:11 UTC

Update - We are continuing to monitor for any further issues.
Oct 20, 16:10 UTC

Update - We are continuing to monitor an ongoing incident reported by AWS, which can be followed here: https://health.aws.amazon.com/health/status.

This incident directly impacted several Eptura services, including Serraview, Archibus and SpaceIQ.

Both Serraview and Archibus services are now accessible, however users may continue to experience intermittent issues as AWS progresses with its recovery efforts.

SpaceIQ is reporting that the entire web and mobile application fails intermittently with customers receiving a time out error.

Additionally, Eptura Visitor integrations with third-party services such as SMS notifications have experienced disruptions.

We appreciate your patience and will provide our next update by 19:00 UTC.
Oct 20, 15:01 UTC

Monitoring - We are currently monitoring an ongoing incident reported by AWS, which you can follow here: https://health.aws.amazon.com/health/status.
This incident has directly impacted several Eptura services, including Serraview and Archibus. While both services are now accessible, users may continue to experience intermittent issues as AWS progresses with its recovery efforts.
Additionally, Eptura Visitor integrations with third-party services—such as SMS notifications—experienced disruptions.
We appreciate your patience and will provide our next update by 15:00 UTC.
Oct 20, 10:54 UTC

Oct 20, 2025

Oct 19, 2025

No incidents reported.

Oct 18, 2025

No incidents reported.

Oct 17, 2025

No incidents reported.

Oct 16, 2025

No incidents reported.