SyncSign IoT System Status

Past Incidents

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