Synergis SaaS - Units and Access Manager roles going offline/online sporadically

Incident Report for Genetec Cloud Products

Resolved

The system has been stable since we have scaled out our infrastructure. The incident is now resolved.

Posted Mar 21, 2024 - 12:48 EDT

Monitoring

Most units and Access Manager roles have already came back online. We will continue monitoring the system.

Posted Mar 21, 2024 - 11:39 EDT

Identified

The same issue that has appeared yesterday has occurred once again. We have identified the root cause and are scaling out our infrastructure to mitigate the issue.

The same impacts as yesterday can be seen:
- Units going offline and then back online sporadically
- Synchronization attempts (adding/removing/activating/deactivating cardholders, adding new hardware, etc) to the units might fail if the unit goes offline during one such attempt. The attempt will be retried as soon as the unit comes back online.
- No data will be lost in the system

Posted Mar 21, 2024 - 11:32 EDT

This incident affected: Synergis SaaS.