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Degraded Performance
Partial Outage
Major Outage
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Past Incidents
Oct 26, 2021

No incidents reported today.

Oct 25, 2021

No incidents reported.

Oct 24, 2021

No incidents reported.

Oct 23, 2021

No incidents reported.

Oct 22, 2021
Resolved - The service disruption has been resolved.
RCA – PROD01 Boards and Boards modules intermittent access issue

Summary of Impact: Between 09:01 AM UTC and 11:30 UTC on 1 Oct 22nd, 2021, a subset of customers using Boards and Boards modules may have received intermittent issues with access.

Root Cause: HSM key management systems (KMS) device became unresponsive due to firmware issue. Diligent uses multiple load balanced HSM's in all our datacenter. Due to the intermittent nature of the issue, the service appeared to be functional and required our SRE Operations team had to manually take this problematic KMS server out of rotation to restore 100% service.

Mitigation: Fail over to alternate data center with previous version of firmware. Add additional logging to detect to detect HSM error and implement appropriate alerts. Release latest version of Boards & HSM software that addresses firmware issue.

Next Steps: We apologize for the impact to affected customers. We are continuously taking steps to improve the Boards product and our processes to help ensure such incidents do not occur in the future. In this case, this includes the following:

1. Failover to alternate data center
2. Implement additional logging and alerting to understand and migration future issues with HSM errors
3. Upgrade HSM firmware and API version
4. Deploy Boards release that compatible with new HSM versions
Oct 22, 13:00 UTC
Oct 21, 2021

No incidents reported.

Oct 20, 2021

No incidents reported.

Oct 19, 2021

No incidents reported.

Oct 18, 2021

No incidents reported.

Oct 17, 2021

No incidents reported.

Oct 16, 2021

No incidents reported.

Oct 15, 2021

No incidents reported.

Oct 14, 2021

No incidents reported.

Oct 13, 2021
Resolved - This incident has been resolved.
Oct 13, 18:48 UTC
Update - We continue to monitor closely and Everything appears to be working as well.

We’re monitoring to ensure continued availability of service.
Oct 12, 23:22 UTC
Update - We have found and are now blocking a set of IP scrapping IPs that has added significant traffic to our servers. Everything appears to be working as normal.

We’re monitoring to ensure continued availability of service.
Oct 11, 15:42 UTC
Update - We’ve deployed a fix that improve performance and deploy more infrastructure resources. Everything appears to be working as normal.

We have seen Large influx of traffic in the early hours of the day and with the updated services everything ran quite well.

We are continuing monitoring to ensure continued availability of service.
Oct 7, 20:00 UTC
Update - We are continuing to monitor and investigate issues impacting clients of iCompass in the US. We have found and resolved an intermittent connectivity issue and services are back to normal. We will also be adding additional resources after hour tonight to improve services and continue investigation into abnormally high heavy network traffic.


We apologise for the inconvenience and will update this page with the latest updates as available.
Oct 6, 21:42 UTC
Update - We are continuing to monitor and investigate issue impacting some clients of iCompass in the US. Currently we investigating strange abnormally high heavy network usage.

We apologise for the inconvenience and will update this page with the latest updates as available.
Oct 6, 17:56 UTC
Update - We’ve released some performance improvements and continuing investigate traffic anomalies and will continue to monitor to ensure availability of service.
Oct 5, 04:44 UTC
Update - We are continuing to monitor and investigate. We have increase infrastructure resources and have a release going out tonight (Oct 4 2021) with performance improvements. We are also working with pivotree on investigating Abnormal network traffic.
Oct 5, 00:20 UTC
Update - We’ve increased resources and are continuing to investigate performance improvements, reviewing for traffic anomalies and continuing to monitor to ensure availability of service.
Oct 4, 18:00 UTC
Monitoring - We’ve move resources off the unhealthy infrastructure. Everything appears to be working as normal.

We’re monitoring to ensure continued availability of service. More investigation will be going on for the unhealthy services.

Next update in 30 minutes.
Oct 1, 17:40 UTC
Identified - We are currently experiencing a service disruption.

Our team has identified the root cause and is working to implement a solution.

We're working as quickly as possible to restore service. We apologize for any inconvenience.

Next update will occur in 30 minutes.
Oct 1, 17:30 UTC
Update - We are currently investigating an issue impacting some clients trying to iCompass in the US.

We are narrowing down the investigation to a network issue and will be moving resource

We apologise for the inconvenience and will update this page with the latest updates as available.
Oct 1, 17:25 UTC
Investigating - We are currently investigating an issue impacting some clients of iCompass in the US. We apologise for the inconvenience and will update this page with the latest updates as available.
Oct 1, 15:25 UTC
Oct 12, 2021