Historique des pannes de Ocrolus

1. 6 octobre 2026 à 16:22 UTCidentified

   Nous sommes conscients d'un problème permanent avec Encompass (ICE Mortgage Technology) qui affecte les services d'Ocrolus, y compris les services EPC. Nos équipes surveillent activement la situation et fourniront des mises à jour à mesure que plus d'informations seront disponibles

2. 6 octobre 2026 à 18:35 UTCidentified

   Les équipes ICE continuent de se concentrer sur la restauration de toutes les intégrations des partenaires. Nous progressons et publierons une mise à jour une fois toutes les intégrations rétablies.

3. 6 octobre 2026 à 21:12 UTCresolved

   ICE a résolu le problème des services Encompass/EPC. Nous avons vérifié à partir de notre fin que l'ingestion et le traitement des documents fonctionnent normalement. Nous continuerons de surveiller, mais aucun autre impact n'est actuellement attendu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 11 août 2026 à 01:16 UTCinvestigating

   We are currently experiencing delays in Document Verification due to degraded performance affecting our document processing system. Our team is actively investigating the issue and working to restore normal processing times. We will provide further updates as more information becomes available.

2. 11 août 2026 à 04:20 UTCinvestigating

   The issue causing delays in Document Verification is still ongoing. Our team continues to actively investigate the issue and is working on a fix with highest priority. We will continue to monitor the situation closely and provide further updates as more information becomes available.

3. 11 août 2026 à 06:13 UTCmonitoring

   We have identified the root cause of the issue and successfully implemented a fix. Document processing has returned to normal, and we are actively working to clear the backlog accumulated during the incident. While the backlog is being processed, customers may continue to experience elevated turnaround times (TAT). Our team is closely monitoring the recovery and prioritizing backlog clearance to restore normal TAT as quickly as possible.

4. 11 août 2026 à 12:53 UTCresolved

   The backlog has returned to normal levels, and turnaround time (TAT) has been steadily improving. We continue to actively monitor TAT and overall system health.

1. 30 juillet 2026 à 16:44 UTCinvestigating

   Nous enquêtons actuellement sur un problème où l'importation à Encompass modal ne se charge pas. D'après notre analyse initiale, la question est liée à un service ICE en amont tel que confirmé par le soutien de l'ICE. Nous fournirons d'autres mises à jour à mesure que de plus amples renseignements seront disponibles.

2. 30 juillet 2026 à 17:31 UTCinvestigating

   Mise à jour de ICE: Nos équipes continuent de se concentrer sur la restauration de notre service EPC. C'est une priorité absolue pour nous. Nous travaillons activement à travers des méthodes pour restaurer ce service et nous apprécions votre patience au fur et à mesure que nous continuons.

3. 30 juillet 2026 à 18:18 UTCmonitoring

   Mise à jour : Des progrès ont été réalisés à partir de la fin ICE, dans la restauration du traitement des commandes Encompass Partner Connect. L'arriéré a commencé à être traité et les commandes doivent commencer à apparaître dans la demande. Veuillez noter que le traitement de tout l'arriéré prendra un certain temps, de sorte que les utilisateurs peuvent continuer à subir des retards jusqu'à ce que toutes les commandes en attente aient été traitées. Nous continuerons de surveiller la situation et de fournir d'autres mises à jour à mesure qu'elles seront disponibles.

4. 30 juillet 2026 à 19:13 UTCresolved

   La question ayant une incidence sur le mode d'importation à Encompass a été résolue. Sur la base de la mise à jour d'ICE, Encompass Partner Connect est désormais pleinement opérationnel. Toutes les commandes en souffrance sont en cours de traitement et les nouvelles commandes sont traitées immédiatement. Remarque : Les commandes soumises par Encompass Partner Connect avant 7h30 HE peuvent devoir être soumises à nouveau.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 6 juillet 2026 à 15:29 UTCinvestigating

   We are currently investigating an issue causing an increased number of document processing failures due to unknown rejections. As a result, some documents may be rejected unexpectedly during processing. Our engineering team is actively working to identify the root cause and restore normal processing. We will provide additional updates as more information becomes available.

2. 6 juillet 2026 à 15:29 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 juillet 2026 à 15:53 UTCidentified

   Our team has identified the cause of the issue resulting in unknown document rejections and is actively working on a fix.

4. 6 juillet 2026 à 16:00 UTCmonitoring

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

5. 6 juillet 2026 à 19:30 UTCmonitoring

   Root cause has been fixed and we are currently reprocessing the impacted documents. Our teams are closely monitoring the situation to ensure a complete recovery and maintain system stability throughout the process.

6. 7 juillet 2026 à 04:09 UTCresolved

   We continued to monitor the system after the reprocessing to make sure everything was working as expected. The system has now fully recovered, and all Document Processing services are running normally.

1. 5 juin 2026 à 14:28 UTCinvestigating

   We are noticing delays with Encompass interactions, causing degraded performance. We are actively looking into this.

2. 5 juin 2026 à 15:55 UTCmonitoring

   Services are stabilizing and we continue to monitor performance.

3. 5 juin 2026 à 16:13 UTCresolved

   The system has fully recovered, and encompass interactions are now functioning as expected.

1. 29 avril 2026 à 14:51 UTCinvestigating

   We are noticing delays with Encompass interactions, causing delay in custom field updates.  We are actively looking into this.

2. 29 avril 2026 à 15:33 UTCidentified

   We identified the root cause and are applying the necessary fix.

3. 29 avril 2026 à 16:05 UTCmonitoring

   Services are stabilizing following the fix, and we will continue to closely monitor performance.

4. 29 avril 2026 à 17:04 UTCresolved

   The issue has been successfully resolved, and impacted services are now fully operational.

1. 22 avril 2026 à 22:59 UTCinvestigating

   Some customers are currently experiencing delays in document processing and Detect services, which may result in increased turnaround times (TAT) and slower Detect completion for documents. Our team is actively working through the backlog and monitoring the situation closely. We will continue to provide updates as progress is made.

2. 22 avril 2026 à 23:47 UTCmonitoring

   We are continuing to clear the backlog and are actively monitoring the situation.

3. 23 avril 2026 à 01:45 UTCmonitoring

   We have identified the issue impacting the Detect service and are actively monitoring the implemented fix. Our team is working to fully restore normal performance and is currently assessing the timeline for complete recovery. The issue affecting Document Processing has been resolved, and all related backlogs have been successfully cleared.

4. 23 avril 2026 à 05:08 UTCresolved

   The system has fully recovered, and all Detect and Document Processing services are now running smoothly.

1. 17 mars 2026 à 17:30 UTCinvestigating

   Some customers are experiencing a delay in our document processing services. As a result, you may notice an increase in turnaround time (TAT). Our team is actively working through our backlogs, and we’ll keep you updated as we make progress.

2. 17 mars 2026 à 19:44 UTCmonitoring

   We are continuing to clear the backlog and are actively monitoring the situation.

3. 17 mars 2026 à 21:17 UTCresolved

   The backlog has returned to normal levels, and turnaround time (TAT) has been steadily improving. We continue to actively monitor TAT and overall system health.

1. 29 janvier 2026 à 19:03 UTCinvestigating

   We are currently experiencing degraded performance with our authentication service that is causing some auth token refresh and Dashboard login requests to fail. API calls with valid non-expired tokens and document processing are unaffected.

2. 29 janvier 2026 à 19:11 UTCmonitoring

   The performance of our authentication service has improved after we released a configuration change.

3. 29 janvier 2026 à 19:26 UTCresolved

   Our authentication service has returned to normal performance.

1. 20 octobre 2025 à 12:57 UTCidentified

   Document processing may be delayed this morning due to ongoing recovery from a cloud provider outage.

2. 20 octobre 2025 à 14:57 UTCmonitoring

   We are continuing to monitor the situation as our cloud provider's outage persists. At this time, we are observing only minor, intermittent failures. Our team is actively mitigating any resulting slowness, and document processing remains fully operational and stable.

3. 20 octobre 2025 à 17:08 UTCmonitoring

   Our cloud provider's outage is ongoing, but current impact remains limited. We're continuing to apply mitigations and monitor system performance closely. Document processing remains stable, and we’ll provide further updates if conditions change.

4. 20 octobre 2025 à 20:44 UTCresolved

   Ocrolus remains fully operational as we continue to monitor the situation and await full service restoration from our cloud provider

1. 14 octobre 2025 à 17:24 UTCinvestigating

   We are currently experiencing a delay in our Detect, and you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

2. 14 octobre 2025 à 18:08 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 octobre 2025 à 18:38 UTCidentified

   We identified the root cause and have applied the necessary fix.

4. 14 octobre 2025 à 20:01 UTCmonitoring

   We are currently processing the backlog of messages and are approximately one hour behind. This delay is limited in scope — only a subset of books are affected, while the majority are processing as expected. Our teams continue to monitor the situation closely to ensure full recovery and system stability.

5. 14 octobre 2025 à 21:11 UTCresolved

   The system has fully recovered, and all Detect services are now running smoothly.

1. 10 octobre 2025 à 15:36 UTCinvestigating

   We are currently experiencing a delay in our document processing services. As a result, you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

2. 10 octobre 2025 à 16:37 UTCmonitoring

   We have restored system operation, and we are working through the backlog of documents.

3. 10 octobre 2025 à 17:52 UTCresolved

   Our document processing system has fully returned to normal operations. Some documents may still experience delays as we work through the remaining backlog.

1. 25 septembre 2025 à 19:59 UTCinvestigating

   We are currently experiencing a delay in our Detect, and you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

2. 25 septembre 2025 à 20:33 UTCinvestigating

   We are continuing to investigate this issue.

3. 25 septembre 2025 à 21:16 UTCmonitoring

   The regular document processing flow is running smoothly. We are still actively addressing the Detect-related issues, and it may take some time before the backlog is fully cleared.

4. 25 septembre 2025 à 22:40 UTCmonitoring

   We are continuing to monitor for any further issues.

5. 25 septembre 2025 à 23:01 UTCresolved

   The system has fully recovered, and all Detect services are now running smoothly.

1. 3 septembre 2025 à 16:38 UTCinvestigating

   We are noticing delays with Encompass interactions, causing degraded performance. We are actively looking into this.

2. 3 septembre 2025 à 16:47 UTCidentified

   We identified the root cause and have applied the necessary fix. Services are stabilizing and we continue to monitor performance.

3. 3 septembre 2025 à 16:52 UTCmonitoring

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

4. 3 septembre 2025 à 17:17 UTCresolved

   The system has fully recovered, and encompass interactions are now functioning as expected.

1. 21 août 2025 à 19:48 UTCinvestigating

   We are currently experiencing a delay in our API upload services. We are actively investigating the issue.

2. 21 août 2025 à 19:59 UTCidentified

   The problem seems to be related to our intake router. We’ve restarted it and are looking into it further.

3. 21 août 2025 à 20:22 UTCmonitoring

   We haven’t observed any latency in the upload service since it was restarted. We are now monitoring the situation.

4. 21 août 2025 à 20:53 UTCresolved

   The system has fully recovered and upload API endpoints are now functioning as expected.

1. 3 juin 2025 à 17:21 UTCinvestigating

   We’re currently experiencing an issue where duplicate document files are being placed in the eFolder unexpectedly. The concerned team is already investigating and working on a fix to restore normal functionality as soon as possible

2. 3 juin 2025 à 17:40 UTCinvestigating

   We are continuing to investigate this issue.

3. 3 juin 2025 à 17:42 UTCidentified

   The issue has been identified and we are working on the fix.

4. 3 juin 2025 à 17:59 UTCmonitoring

   The fix has been released, and we're currently monitoring the system to ensure everything is stable.

5. 3 juin 2025 à 18:34 UTCmonitoring

   While keeping an eye on things, we noticed a few more irregularities. The team is already on it and working to sort them out.

6. 3 juin 2025 à 23:15 UTCmonitoring

   We are actively monitoring the system and have started to observe a reduction in duplicate instances. The team continues to work on resolving the issue and restoring the system to normal operations.

7. 4 juin 2025 à 10:46 UTCresolved

   The system has fully recovered and is now functioning as expected.

1. 14 mai 2025 à 21:52 UTCinvestigating

   We are currently experiencing a delay in our document processing services. As a result, you may notice an increase in turnaround time (TAT). Our team is actively investigating the issue, and we’ll keep you updated as we make progress.

2. 14 mai 2025 à 22:53 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 mai 2025 à 23:52 UTCmonitoring

   The system is currently coming back online, and our team is actively working to process the backlog and restore normal operations as quickly as possible.

4. 15 mai 2025 à 02:06 UTCresolved

   System recovery began at 19:52 EDT and the backlog was successfully cleared by 22:02 EDT. Services have returned to normal operation.

1. 25 février 2025 à 13:31 UTCinvestigating

   We are currently experiencing login issues on the Ocrolus dashboard and API users due to an internal upgrade. Our engineering team is actively investigating the issue and working on a resolution. We will provide updates as soon as we have more information.

2. 25 février 2025 à 13:38 UTCinvestigating

   We are continuing to investigate this issue.

3. 25 février 2025 à 14:37 UTCmonitoring

   A fix has been implemented, and system performance is improving. We are actively monitoring the situation to ensure stability.

4. 25 février 2025 à 15:56 UTCresolved

   Things are looking good since the recent fix. Resolving the incident.

1. 31 janvier 2025 à 00:47 UTCinvestigating

   We are seeing an issue with detect responses not coming through that began at approximately 5:30 pm ET. We are investigating the issue and will provide more information as it becomes available.

2. 31 janvier 2025 à 01:04 UTCmonitoring

   We have identified the issue and are actively monitoring the solution. Our team is working to restore full service and is currently assessing the time required for full recovery. Additionally, we are focused on clearing the backlog.

3. 31 janvier 2025 à 02:22 UTCresolved

   The fix for this issue was successful and Detect service has returned to normal.

1. 16 décembre 2024 à 23:17 UTCmonitoring

   The issue has been identified and fixed. Currently, we are monitoring the document processing and clearing the backlogs.

2. 16 décembre 2024 à 23:19 UTCmonitoring

   We are continuing to monitor for any further issues.

3. 16 décembre 2024 à 23:19 UTCmonitoring

   Due to this issue clients may face high TAT issues

4. 17 décembre 2024 à 04:39 UTCresolved

   All of the backlog volume has been processed.