Ocrolus outage history

We are aware of an ongoing issue with Encompass (ICE Mortgage Technology) that is impacting Ocrolus services, including EPC Services. Our teams are actively monitoring the situation and will provide updates as more information becomes available

ICE teams continue to focus on restoring all Partner integrations. We are making progress and will post an update once all integrations are restored.

ICE has resolved the issue impacting Encompass/EPC services. We’ve verified from our end that document ingestion and processing are functioning normally. We’ll continue to monitor, but no further impact is currently expected.

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.

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.

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.

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.

We are currently investigating an issue where the Import to Encompass modal is not loading. Based on our initial analysis, the issue is related to an upstream ICE service as confirmed by ICE support.   We will provide further updates as more information becomes available.

Update from ICE: Our teams continue to focus on restoring our EPC service. This is absolute critical priority for us. We are actively working through methods to restore this service & we appreciate your patience as we continue.

Update: Progress has been made from ICE end, in restoring the processing of Encompass Partner Connect orders. The backlog has started processing, and completed orders should begin appearing in the application. Please note that processing the entire backlog will take some time, so users may continue to experience delays until all queued orders have been processed. We will continue to monitor the situation and provide further updates as they become available.

The issue impacting the Import to Encompass modal has been resolved. Based on the update from ICE, Encompass Partner Connect is now fully operational. All backlog orders are currently being processed, and new orders are processing immediately. Note: Orders submitted through Encompass Partner Connect prior to 7:30 AM ET may need to be resubmitted.

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.

We are continuing to investigate this issue.

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

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

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.

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.

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

Services are stabilizing and we continue to monitor performance.

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

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

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

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

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

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.

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

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.

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

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.

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

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.

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.

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

Our authentication service has returned to normal performance.

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

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.

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.

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

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.

We are continuing to investigate this issue.

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

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.

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

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.

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

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

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.

We are continuing to investigate this issue.

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.

We are continuing to monitor for any further issues.

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

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

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

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

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

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

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

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

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

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

We are continuing to investigate this issue.

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

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

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

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.

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

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.

We are continuing to investigate this issue.

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.

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

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.

We are continuing to investigate this issue.

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

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

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.

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.

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

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

We are continuing to monitor for any further issues.

Due to this issue clients may face high TAT issues

All of the backlog volume has been processed.