Cronologia delle interruzioni di Evidos

We are currently experiencing issues with the verification method itsme Identification (AES). As a result, signers may be unable to complete the signing process. The itsme Sign (QES) method via CSC Qualified verification is not affected. Our team is actively investigating the issue.

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

This incident has been resolved.

We are currently experiencing problems with ID Proof. We are investigating this issue. ID Proof is unable to be used momentarily.

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

This incident has been resolved.

Currently investigating an outage of the API and signing service. Transaction creation is not possible. Sorry for the inconvenience. This has our highest attention and we'll keep you updated.

The incident has been identified at our hosting provider, TransIP, causing a temporary outage in service. Recovery work is in progress. For live updates on the incident, please visit https://transnoc.nl.

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

Looks like the fix is holding. We'll keep monitoring the situation.

This incident has been resolved.

We are currently experiencing issues with the verification method itsme Identification (AES). As a result, signers may be unable to complete the signing process. The itsme Sign (QES) method via CSC Qualified verification is not affected. Our team is actively investigating the issue.

We are continuing to investigate this issue.

The issue has been identified. We will proceed to implement a fix for this issue.

We are continuing to investigate the issue with the verification method itsme Identification (AES). Signers may still experience issues completing the signing process. The itsme Sign (QES) method via CSC Qualified verification remains unaffected. We will share further updates as soon as more information becomes available.

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

This incident has been resolved.

Currently we're investigating an issue causing delays in transaction processing. A subset of requests may take longer than expected to complete, and in some cases may time out before processing finishes. We are actively working to reduce the delay and restore normal performance. We will provide another update as soon as we have more information.

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

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

This incident has been resolved.

Our provider is experiencing issues. The Signhost QES verification cannot be completed for now.

The issue has been fixed. We are monitoring the situation.

Signhost QES is operational again.

Our provider is experiencing problems. Signhost QES cannot be used. The issue has been identified, the resolution is being handled.

This incident has been resolved.

Itsme is currently experiencing a technical issue affecting 25% or more of their transactions since 9:25 AM CET. Their technical teams are actively investigating the problem and working to resolve it as quickly as possible. We understand the inconvenience this may cause and will continue to monitor the situation closely. Updates will be provided as soon as more information becomes available.

Itsme has identified the root cause of the issue. Their systems are currently recovering, and their technical teams are closely monitoring stability to ensure a full and safe resolution. We will continue to monitor the situation and share further updates as soon as they become available.

This incident has been resolved.

Some customers may experience issues starting ID validation in the Signhost app on Android devices. Instead of launching the ID validation flow, users are prompted to log in. Our team is working on a fix and we will provide further updates as progress is made. Our signing services are not affected.

A fix has been released to the Google app store and the deeplink problem is solved. Updating the Android app lets users finish identification.

There are currently issues with logging into DigiD. Logius is investigating the issue, we will communicate any updates.

The issues with logging into DigiD have been solved by Logius.

The issues with DigiD have been resolved by Logius.

We see degraded performance with the CSC Qualified verification method. Some signers may encounter issues completing the signing process. A fix has been implemented, and we are now monitoring the system to ensure full recovery. We will update this status once we confirm that the issue has been fully resolved.

This incident has been resolved.

We are currently investigating this issue.

Unfortunately, we have not yet been able to identify the problem. We are continuing to investigate this issue.

We have identified a possible cause and are in contact with our provider. We are continuing to investigate the issue with the highest priority.

Unfortunately, we have not yet been able to identify the exact cause of the issue. We are continuing our investigation in collaboration with our hosting provider.

We are still investigating the issue and have not yet identified a root cause. Downloading documents may fail initially but generally succeeds after several retries. At this time, approximately 3–5% of transactions are impacted. For signing transaction, we are observing an increase in queue length. These queued transactions will be retried once the issue is fully resolved. This incident remains our highest priority, and we continue to work on identifying and resolving the underlying cause.

We are currently not seeing any errors and will continue to monitor the situation.

This incident has been resolved.

### What happened? On Thursday, February 12th, around 10:30 CEST, we observed an increase in errors affecting the file download and file preview functionalities. As a result, customers experienced issues downloading documents or receipts and viewing documents during signing. In many cases, the action succeeded after retrying. After resolving the incident, we retried open transactions on our end resulting in under 1% of transactions ending in an error state. In some cases, this may have been caused by transactions that were deleted in the meantime. ### What we did Once the increase in errors was detected, our team immediately started investigating the issue. Initial analysis focused on our application and infrastructure, but after ruling out internal causes, we escalated the issue to our hosting provider. ### What caused the issue? The incident was caused by a misconfiguration at our hosting provider during a migration. Because of this incorrect setting: * Larger data packets within the data center were dropped. * This led to failures on our side when retrieving or previewing files. ### What are we doing next? To resolve the incident, the hosting provider corrected the configuration on the affected switches, fully mitigating the issue. To reduce the likelihood of recurrence and improve detection going forward, the following improvements are being implemented: * Improved monitoring: Thresholds in the monitoring system of our hosting provider that tracks specific error rates will be adjusted so similar issues can be detected earlier. * Faster escalation: We are reviewing escalation procedures with our hosting provider to shorten investigation time for infrastructure related incidents. * Hosting migration: We are migrating our file services to another hosting provider this quarter to have more control over configuration.

Customers are experiencing issues with logging in to the Signhost web portal. After filling in log in credentials an error message is received: "Invalid credentials" We are investigating the issue.

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

This incident has been resolved.

Itsme is currently experiencing a technical issue affecting 25% or more of their transactions since 9:40 AM CET. Their technical teams are actively investigating the problem and working to resolve it as quickly as possible. We understand the inconvenience this may cause and will continue to monitor the situation closely. Updates will be provided as soon as more information becomes available.

itsme is still investigating the issue, and systems are beginning to recover. Full service has not yet been restored. We will share updates as soon as more information is available. Thank you for your patience.

itsme has implemented a solution, and the service has been restored. The situation is being closely monitored to ensure stability.

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

Signers are experiencing issues when signing with a CSC Qualified verification method. We are investigating the issues.

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

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

This incident has been resolved.

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

We see a very high peak load and have put our systems in maintenance until this subsides.

This incident has been resolved.

We are currently experiencing an issue with our ID Proof web forms where not all text and options are displaying correctly Our provider is investigating the cause.

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

This incident has been resolved.

ID Proof validations are not resulting in transactions being created. A cause has been identified with a third party. They are working on a fix.

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

This incident has been resolved.

We are experiencing issues with creating transactions and entering the portal. We are investigating the issues.

We have placed the platform in maintenance as we continue our investigation.

We are continuing to investigate this issue.

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

This incident has been resolved.

### What happened? On September 2 and 3, 2025, our platform experienced a major service outage that significantly impacted availability and transaction processing. The disruption was caused by a code deployment that introduced a bug resulting in excessive duplicate message processing. This overwhelmed our database connections and led to downtime across both days. ### What we did On September 2, we deployed a change and observed an outage shortly after. The team initiated a rollback to restore functionality. After reviewing the change, we re-deployed the same change later that day, believing the issue was unrelated. However, on September 3, a second major outage occurred around the same time. During this time, all SQL queries across the Signhost services failed due to database saturation. After analyzing message logs, we had to conclude the code change was the root cause. The deployment intermittently triggered bursts of hundreds of thousands of duplicate messages for the same transaction events. These spikes occurred after hours of normal operation, making the issue difficult to detect early. Once confirmed, we permanently rolled back to the previous stable version. The system has remained stable since. ### What caused the issue? The root cause was a still unidentified bug in the change we deployed on September 2, that sporadically generated massive volumes of duplicate messages. These bursts overwhelmed the database, causing complete service outages. The duplicates were not caused by infinite loops but occurred in sudden, high-volume spikes. ### What are we doing next? To prevent similar incidents and improve our deployment safety for these kinds of changes, we are taking the following steps: Deployment safeguards: * Gradual rollout strategy: Implement phased rollouts with real-time monitoring to detect anomalies before full deployment. Monitoring improvements: * Monitoring system: We are transitioning to a more robust monitoring system, which will provide improved insights, faster anomaly detection, and more precise alerting across our infrastructure. Root cause analysis: * Deep dive: Continue investigating the specific bug that caused the duplicate message generation to prevent recurrence in future deployments.