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College Pads customers are experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events.

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor the situation.

This incident has been resolved.

Customers in all regions are currently experiencing a service disruption for AI features within the StarRez product. The features impacted are: - Write with AI - Rez 360 Intelligence - Summaries - Parcels AI scanning ( - Program Agent Beta - Rez 360 Intelligence : Ask Ai beta All other functionality within the StarRez product is not impacted at this time. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been acknowledged and identified with our upstream vendor who is actively working to restore services. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We are seeing small improvements in completion rates however errors are still occurring, and we expect timeouts and prolonged response delays whilst this incident is ongoing. Our upstream vendor is continuing they're efforts to mitigate and resolve this situation. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

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

This incident has been resolved.

We are aware of a service disruption currently. We are investigating the cause and will provide additional updates as possible, or within the next 60 minutes.

We’ve identified an issue with an upstream service provider that is impacting availability for a number of clients. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed an issue and are in the process of resolving this for our West Central US region. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. Customers are starting to come online as this process completes. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider has identified the root cause and are working on a fix for the issue. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The upstream provider has completed the fix and we are seeing recovery across all impacted sites. StarRez Engineers are continuing to monitor the situation. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The issue with the upstream service provider has been resolved. All sites are restored to full function. Sites that had to undergo Disaster Recovery steps will have these finalized and restored to normal during the relevant maintenance windows for those sites. Apologies for the inconvenience StarRez

## StarRez Root Cause Analysis ### Overview On 11 May 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West Central US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 15:56 UTC. All affected customer sites were restored to full operation by 03:03 UTC on 12 May 2026. ### Root Cause The disruption was caused by hardware failures at our upstream service provider's West Central US datacenter. The failures caused the database services underpinning StarRez Cloud applications in that region to become unavailable, taking a number of customer sites offline. ### Resolution Once confirmed as an upstream infrastructure failure, StarRez engineers initiated disaster recovery for the affected region, restoring affected customer environments in an alternate region. Affected sites were progressively restored beginning at approximately 22:23 UTC, with all sites confirmed fully operational by 03:03 UTC on 12 May 2026. Customers recovered via disaster recovery were moved back to the West Central US region during their scheduled maintenance windows later the same day. ### Next Steps StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.

Customers in the East US region are currently experiencing intermittent service disruption. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified, and engineers are currently working to resolve this issue. Customers will continue experiencing intermittent outages whilst the work continues. Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The underlying issue has been mitigated, and customer sites are now coming back online and remaining stable. -Next update expected within 60 minutes, or as warranted by a change of events.

All sites are now back online and stable. We will continue to monitor before resolving. -Next update as warranted by a change of events.

This incident has been resolved.

We are aware of a service disruption currently. We are investigating the cause and will provide additional updates as possible, or within the next 60 minutes.

The team has identified the issue and has implemented a mitigation, with affected sites returning to service. We will continue to provide updates as we have them, or within the next 60 minutes.

The team has applied a mitigation, and all affected sites are in full service. We are continuing to monitor. Next update as soon as we have it, or within the next 60 minutes.

This incident has been resolved.

There was a temporary disruption affecting access to the THD VPN tunnel. Services have since been fully restored, and we are continuing to monitor the situation closely.

This incident has been resolved.

THD customers on the Newport server might experience a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

Service has recovered since applying the mitigation. We are continuing to monitor the situation. Next update in 60 minutes or sooner if we have more information.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating service degradation for Cloud Payments in the US Region. Engineers are working on mitigating the issue. Next Update in 60 minutes or sooner if we have more information.

Engineers have applied a mitigation to address the issue and are continuing to review the situation. Next update in 60 minutes or sooner if we have more information.

Service has recovered since applying the mitigation. We are continuing to monitor the situation. Next update in 60 minutes or sooner if we have more information.

This incident has been resolved

We are currently investigating an issue affecting Single Sign-On (SSO) authentication. Users may experience difficulties logging in via SSO. - Engineers are actively working to remediate the issue.  - Next update expected within 60 minutes, or as warranted by a change of events.

We are continuing to investigate this issue.

Engineers have remediated the issue. We will continue to monitor and will close this incident out once stability has been confirmed.

This incident has been resolved.

**Overview** On 5 March 2026, following the enablement of Cloudflare for all customers, THD experienced a service disruption that resulted in an authentication loop during Single Sign-On \(SSO\). **Root Cause** The SSO Service Provider configuration did not correctly handle session validation when operating behind the Cloudflare proxy, resulting in authentication sessions being invalidated and causing a login loop. **Resolution** The issue was initially mitigated by reverting the Cloudflare change, restoring normal SSO functionality. Configuration updates were then made to the SSO Service Provider to ensure compatibility with proxied traffic, after which Cloudflare was incrementally re-enabled.

We are aware of an ongoing Microsoft 365 outage that is affecting email delivery to Outlook mailboxes. This is a downstream issue within Microsoft 365 and is separate from StarRez Cloud. As a result, some customers may experience delays or failures in receiving MFA-related emails. We are monitoring the situation closely and will provide updates as more information becomes available. Further details are available via Microsoft’s status page: https://status.cloud.microsoft/ Apologies for any inconvenience caused, StarRez Team

We are aware of an ongoing Microsoft 365 outage that is affecting email delivery to Outlook mailboxes. This is a downstream issue within Microsoft 365 and is separate from StarRez Cloud. As a result, some customers may experience delays or failures in receiving MFA-related emails. We are monitoring the situation closely and will provide updates as more information becomes available. Further details are available via Microsoft’s status page: https://status.cloud.microsoft/ Apologies for any inconvenience caused, StarRez Team

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating an issue affecting all regions. Next Update in 60 minutes or sooner if we have more information.

We are aware of an issue affecting access to StarRez Cloud as a result of a global outage of an upstream provider. We are assessing the impact and escalating with the provider as required

The upstream provider has resolved the issue, with all customer workloads back online. Engineers will continue to monitor and will close this incident out once stability has been confirmed.

This incident has been resolved

A subset of customers in the WestUS2 region are currently having a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified. Services are now coming back online -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor and will close this incident out once stability has been confirmed. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

Customers in all regions are currently experiencing service disruptions. - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events.

We have received confirmation from our upstream vendor regarding ongoing issues and are actively monitoring the situation. - Next update expected within 60 minutes, or as warranted by a change of events.

We are actively monitoring the situation. - Next update as warranted by a change of events.

We have isolated the issue to StarRez Payments and StarRez CDN. Engineers are looking to mitigate the issue with CDN to bring customer sites back online. Our upstream provider has implemented a mitigation and is rolling back their change now. Customers may see sites become functional again, however StarRez payments remains impacted. - Next update expected within 60 minutes, or as warranted by a change of events.

Engineers are still attempting mitigations for StarRez CDN to bring customers back online. Our upstream provider has rolled back their change and we are waiting for their full mitigation. Customers may see sites become functional again, however StarRez payments remains impacted. - Next update expected within 60 minutes, or as warranted by a change of events.

Services are returning to normal. We are closely monitoring the situation to ensure continued stability Next update will be provided within 2 hours, or sooner if circumstances change.

This incident has been resolved.

**StarRez Root Cause Analysis** **Overview** On 30 October 2025, StarRez experienced service disruptions due to a major global outage affecting Microsoft Azure Front Door. The incident impacted StarRez Cloud applications, resulting in payment unavailability and usability issues as CDN-hosted content became inaccessible.  **Root Cause** At 15:44 UTC, an erroneous configuration change within Azure Front Door’s global routing infrastructure was deployed by Microsoft. [Post Incident Review \(PIR\) - Azure Front Door - Connectivity issues across multiple regions](https://azure.status.microsoft/status/history/?trackingId=YKYN-BWZ) This change disrupted the service’s ability to correctly route and resolve traffic through the Azure edge network, causing intermittent connectivity failures and degraded performance across multiple regions.  StarRez Cloud utilises Azure Front Door for several capabilities and availability was directly impacted as a result of the upstream outage. **Resolution** Microsoft identified and rolled back the faulty configuration. By 20:22 UTC, core services began recovering, with full restoration and stability confirmed by 23:41 UTC on 30 October 2025.  All StarRez systems returned to normal operation following confirmation of Microsoft’s remediation.  **Next Steps** StarRez will conduct a review of the affected services to evaluate potential improvements in fault tolerance.

We are seeing backend instability in the South Central US region causing a service disruption to customer applications - Engineers are actively working with our backend vendor to determine the root cause - Next update expected within 60 minutes, or as warranted by a change of events.

Preventative action is now being taken to prevent any further impact to customers within this region. - Next update as warranted by a change of events.

Services in the affected region are returning to normal. We are closely monitoring the situation to ensure continued stability. Next update will be provided within 2 hours, or sooner if circumstances change.

Services in the South Central US region have remained stable and performant for the past hour. The incident is now considered resolved.

There has been networking issues with our upstream provider which is impacting The Housing Director and related services in all regions. All sites are back online. We will continue monitoring the situation.

This incident has been resolved.

We are investigating a service disruption affecting customers in the Switzerland North region. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We have identified that an upstream storage issue that is causing disruption to services in Switzerland North. We are continuing to investigate and escalate with the provider to remediate. Next update expected within 60 minutes, or sooner if circumstances change.

We have escalated the issue with our upstream provider and continue to monitor their investigation into the Switzerland North region. In parallel, we are commencing a disaster recovery failover to another region to restore service availability for impacted customers. Next update will be provided within 60 minutes, or sooner if new information becomes available.

Services in the affected region are returning to normal. We are closely monitoring the situation to ensure continued stability. Next update will be provided within 2 hours, or sooner if circumstances change.

Services in the Switzerland North region have remained stable and performant for the past hour. The incident is now considered resolved.

We are aware of an issue affecting Database Refreshes. We have identified the cause and our team is actively working on a fix. Further updates will be shared as they become available. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

Customers in the WestUS2 are currently experiencing intermittent service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and mitigations put in place. Customer sites are now back online. Engineers are actively monitoring the situation and will close the outage once stability has been confirmed. -Next update as warranted by a change of events. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

Customers in the Canada East region are currently having a partial service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and mitigated. Customer sites are now recovering. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

Customer sites are back online. Engineers are now monitoring for stability before closing out this incident. -Next update as warranted by a change of events. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

StarRez is aware of an issue with the drag and drop email wizard that is preventing templates from being edited, or new templates from being added. Any previously existing templates will continue to work as expected. - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and StarRez engineers are currently implementing a fix. Once complete, StarRez will begin rolling this out to all customers sites. - Next update expected within 2hrs, or as warranted by a change of events.

Engineers are performing final validation of a fix before a wider rollout is initiated. We would like to confirm again that this issue only impacts editing and creation of email templates via the new drag & drop email wizard. Email sending is not impacted for emails using existing templates. The classic email wizard remains unaffected by this issue. - Next update expected within the next 2hrs, or as warranted by a change of events.

This issue has now been resolved. Email templates can now be created and updated via the new Drag & Drop Email wizard. Our Engineers will continue to monitor for any issues.

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

This incident has been resolved.