Cronologia delle interruzioni di Ocrolus

1. 6 ottobre 2026 alle ore 16:22 UTCidentified

   Siamo consapevoli di un problema in corso con Encompass (ICE Mortgage Technology) che sta influenzando i servizi Ocrolus, compresi i servizi EPC. I nostri team stanno monitorando attivamente la situazione e forniranno aggiornamenti come ulteriori informazioni diventano disponibili

2. 6 ottobre 2026 alle ore 18:35 UTCidentified

   I team ICE continuano a concentrarsi sul ripristino di tutte le integrazioni Partner. Stiamo facendo progressi e pubblicheremo un aggiornamento una volta che tutte le integrazioni saranno ripristinate.

3. 6 ottobre 2026 alle ore 21:12 UTCresolved

   ICE ha risolto il problema con i servizi Encompass/EPC. Abbiamo verificato fin dalla nostra fine che l’ingestione e il trattamento dei documenti funzionano normalmente. Continueremo a monitorare, ma non è previsto alcun ulteriore impatto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 11 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 luglio 2026 alle ore 16:44 UTCinvestigating

   Stiamo attualmente indagando su un problema in cui l'importazione a Encompass modal non sta caricando. Sulla base della nostra analisi iniziale, il problema è legato ad un servizio ICE a monte come confermato dal supporto ICE. Forniremo ulteriori aggiornamenti in quanto ulteriori informazioni diventano disponibili.

2. 30 luglio 2026 alle ore 17:31 UTCinvestigating

   Aggiornamento da ICE: I nostri team continuano a concentrarsi sul ripristino del nostro servizio EPC. Questa è una priorità assoluta per noi. Lavoriamo attivamente attraverso metodi per ripristinare questo servizio e apprezziamo la vostra pazienza mentre continuiamo.

3. 30 luglio 2026 alle ore 18:18 UTCmonitoring

   Aggiornamento: Il progresso è stato fatto da fine ICE, nel ripristino del trattamento degli ordini di Encompass Partner Connect. Il backlog ha iniziato l'elaborazione e gli ordini completati dovrebbero iniziare a comparire nell'applicazione. Si prega di notare che l'elaborazione dell'intero backlog richiederà un po 'di tempo, così gli utenti possono continuare a sperimentare ritardi fino a quando tutti gli ordini in coda sono stati elaborati. Continueremo a monitorare la situazione e fornire ulteriori aggiornamenti mentre diventano disponibili.

4. 30 luglio 2026 alle ore 19:13 UTCresolved

   Il problema che colpisce l'importazione a Encompass modal è stato risolto. Sulla base dell'aggiornamento da ICE, Encompass Partner Connect è ora completamente operativo. Tutti gli ordini di backlog sono attualmente in fase di elaborazione e nuovi ordini vengono elaborati immediatamente. Nota: Gli ordini inviati tramite Encompass Partner Connect prima delle 7:30 possono essere rispediti.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 6 luglio 2026 alle ore 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 luglio 2026 alle ore 15:29 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 luglio 2026 alle ore 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 luglio 2026 alle ore 16:00 UTCmonitoring

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

5. 6 luglio 2026 alle ore 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 luglio 2026 alle ore 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 giugno 2026 alle ore 14:28 UTCinvestigating

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

2. 5 giugno 2026 alle ore 15:55 UTCmonitoring

   Services are stabilizing and we continue to monitor performance.

3. 5 giugno 2026 alle ore 16:13 UTCresolved

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

1. 29 aprile 2026 alle ore 14:51 UTCinvestigating

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

2. 29 aprile 2026 alle ore 15:33 UTCidentified

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

3. 29 aprile 2026 alle ore 16:05 UTCmonitoring

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

4. 29 aprile 2026 alle ore 17:04 UTCresolved

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

1. 22 aprile 2026 alle ore 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 aprile 2026 alle ore 23:47 UTCmonitoring

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

3. 23 aprile 2026 alle ore 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 aprile 2026 alle ore 05:08 UTCresolved

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

1. 17 marzo 2026 alle ore 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 marzo 2026 alle ore 19:44 UTCmonitoring

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

3. 17 marzo 2026 alle ore 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 gennaio 2026 alle ore 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 gennaio 2026 alle ore 19:11 UTCmonitoring

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

3. 29 gennaio 2026 alle ore 19:26 UTCresolved

   Our authentication service has returned to normal performance.

1. 20 ottobre 2025 alle ore 12:57 UTCidentified

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

2. 20 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 18:08 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 ottobre 2025 alle ore 18:38 UTCidentified

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

4. 14 ottobre 2025 alle ore 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 ottobre 2025 alle ore 21:11 UTCresolved

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

1. 10 ottobre 2025 alle ore 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 ottobre 2025 alle ore 16:37 UTCmonitoring

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

3. 10 ottobre 2025 alle ore 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 settembre 2025 alle ore 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 settembre 2025 alle ore 20:33 UTCinvestigating

   We are continuing to investigate this issue.

3. 25 settembre 2025 alle ore 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 settembre 2025 alle ore 22:40 UTCmonitoring

   We are continuing to monitor for any further issues.

5. 25 settembre 2025 alle ore 23:01 UTCresolved

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

1. 3 settembre 2025 alle ore 16:38 UTCinvestigating

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

2. 3 settembre 2025 alle ore 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 settembre 2025 alle ore 16:52 UTCmonitoring

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

4. 3 settembre 2025 alle ore 17:17 UTCresolved

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

1. 21 agosto 2025 alle ore 19:48 UTCinvestigating

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

2. 21 agosto 2025 alle ore 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 agosto 2025 alle ore 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 agosto 2025 alle ore 20:53 UTCresolved

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

1. 3 giugno 2025 alle ore 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 giugno 2025 alle ore 17:40 UTCinvestigating

   We are continuing to investigate this issue.

3. 3 giugno 2025 alle ore 17:42 UTCidentified

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

4. 3 giugno 2025 alle ore 17:59 UTCmonitoring

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

5. 3 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 10:46 UTCresolved

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

1. 14 maggio 2025 alle ore 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 maggio 2025 alle ore 22:53 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 maggio 2025 alle ore 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 maggio 2025 alle ore 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 febbraio 2025 alle ore 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 febbraio 2025 alle ore 13:38 UTCinvestigating

   We are continuing to investigate this issue.

3. 25 febbraio 2025 alle ore 14:37 UTCmonitoring

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

4. 25 febbraio 2025 alle ore 15:56 UTCresolved

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

1. 31 gennaio 2025 alle ore 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 gennaio 2025 alle ore 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 gennaio 2025 alle ore 02:22 UTCresolved

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

1. 16 dicembre 2024 alle ore 23:17 UTCmonitoring

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

2. 16 dicembre 2024 alle ore 23:19 UTCmonitoring

   We are continuing to monitor for any further issues.

3. 16 dicembre 2024 alle ore 23:19 UTCmonitoring

   Due to this issue clients may face high TAT issues

4. 17 dicembre 2024 alle ore 04:39 UTCresolved

   All of the backlog volume has been processed.