SyncSign IoT System Status

Past Incidents

Post-Incident Report: Cloudflare Global Outage Impacting SyncSign Cloud Services

  • Incident Start Time: 2025-11-18 11:48 UTC (03:48 PST)
  • Latest Update: 2025-11-18 14:42 UTC (06:42 PST)
  • Current Duration: Approximately 2 hours 54 minutes
  • Status: Resolved
  • Root Cause: Cloudflare Global Network Outage

Overview

On November 18, 2025, Cloudflare experienced a major global network outage affecting a wide range of internet services worldwide. Since several SyncSign cloud components rely on Cloudflare’s infrastructure (including authentication, CDN, and API routing), portions of the SyncSign Cloud Services were impacted during the outage.

Cloudflare has fully resolved the issue, and all SyncSign services have returned to normal operation.

Impact on SyncSign Services

Affected Services (SyncSign Cloud Services)

During the outage, the following functionalities experienced intermittent failures, latency, or temporary unavailability:

  • SyncSign App/Web Portal
    • Login, account registration, and any features that required communication with the SyncSign Cloud Server.
  • Device HTTPS Request Features
    • Some device-initiated HTTPS requests may have failed or timed out.
  • Device Setup / Configuration Process
    • Device onboarding could fail due to unreachable Cloudflare-proxied endpoints.
  • API Requests via Cloudflare Proxy
    • Elevated error rates and response delays were observed.

The outage began at 11:48 UTC and caused intermittent instability until Cloudflare restored its services.

Resolution

Cloudflare has fully restored its global network functionality.
All affected Cloud Services automatically recovered once Cloudflare’s systems were back online. No user action was required.

We have verified:

  • Normal API performance
  • Successful login and account registration
  • Stable device HTTPS communication
  • Successful device setup and onboarding

All systems are now operating normally.

Follow-Up Actions

To enhance resilience and reduce the impact of third-party outages, we are:

  • Reviewing dependency paths related to Cloudflare-based services
  • Evaluating additional fallback routing mechanisms
  • Enhancing monitoring and alerting around upstream service degradation
  • Improving communication workflows for faster user notifications

Nov 7, 2024

Between 3:00 PM to 9:30 PM (UTC-4), there has been a login issue with the SyncSign App/Web Portal. 

Impact Duration:
This issue affected SyncSign Server’s interface calls from 3:00 PM to 9:30 PM (UTC-4). During this period, user cannot log into the SyncSign App/Web Portal.

Root Cause:
The downtime was triggered by a sudden surge in interface request volume at 3:00 PM, which led to a failure in one of our foundational services.

Actions Taken to Prevent Recurrence:

  1. Enhanced System Capacity – We have strengthened our system’s load-handling capabilities to better accommodate sudden increases in request volume.
  2. Service Optimization – We have optimized the affected services to improve stability and response time.

Time of Incident: November 7, 2024, 3:00 PM to 9:30 PM (UTC-4)

October 23, 2023

The issue regarding the lack of receipt of SyncSign verification emails for registrations on the SyncSign application has been resolved. Additionally, the problem of unsuccessful delivery of alert notification emails has also been addressed. After conducting an investigation, we have confirmed that this issue was caused by the temporary suspension of the AWS SES email-sending functionality.

Currently, the AWS SES email-sending capabilities have been restored to normal. Users can now successfully register on the SyncSign application and receive email notifications, including alert notifications.

If you encounter any issues with not receiving email notifications, we recommend trying the following measures:
1. Check your spam/junk folder and mark the emails as not spam.
2. Add this email address “[email protected]” to the whitelist.

Date: October 22, 2023, 06:09 UTC-4

October 20, 2023

We have received reports from some customers regarding issues with registering on the SyncSign APP and not receiving SyncSign verification emails. Additionally, there have been instances of undelivered alert notification emails. Upon investigation, we have identified that this problem is due to the temporary suspension of AWS SES email-sending capabilities.

As a temporary measure, we have implemented a switch to a new mail server. Users can now successfully register on the SyncSign APP and receive email notifications, including alert notifications.

To address the current issues, we recommend the following measures for users:
1. Check the spam/junk folder and mark the emails as not spam.
2. Add this email address “[email protected]” to the whitelist.
3. Please note that @yahoo.com users are currently unable to receive notification emails. It is advised to update the email provider to a different one within the App/Web Portal.

Date: October 17, 2023, 15:00 UTC-4