Incident Summary

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On June 26, 2025, a routine upgrade of our technological infrastructure partners/providers inadvertently caused disruptions temporarily impacting platform access and report downloads via the Direct interface.

Users may have experienced '502 Bad Gateway' errors or an inability to reach the platform during this time.

Root Cause

An upgrade to the agent introduced issues with secure connections to backend services. An attempted mitigation by shifting traffic to a secondary tunnel led to further connectivity issues, resulting in a platform-wide outage.

Resolution

Our Engineering team promptly rolled back the upgrade and restored the original network tunnel configuration. Full platform access and functionality were confirmed by 22:08 UTC.

We appreciate your understanding and remain committed to serving you.