Postmortem -
Read details
Jan 28, 10:58 CET
Resolved -
We have not observed any new occurrences of the issue and have therefore closed the incident.
The root cause of the incident was due to performance-related enhancements (https://docs.findock.com/release-notes/release-notes-november-24#general-performance-enhancements) resulted in FinDock incorrectly identifying the encryption status of certain orgs. This caused an empty encryption key error for these orgs that prevented processes from being run. This is now resolved.
Jan 28, 10:54 CET
Monitoring -
We have implemented a fix and retried all previously blocked processes affected by the customer encryption key error. As a result, all customers have been unblocked. We will continue monitoring the issue closely for any new occurrences.
Jan 27, 17:03 CET
Update -
We continue to work on the fix. Ongoing monitoring and testing have revealed that some unique scenarios still cause the issue, even with the fix applied. We appreciate your patience as we work towards a comprehensive solution.
Jan 27, 15:03 CET
Update -
A fix is available and currently being tested. With this fix a bug is resolved that incorrectly identified the encryption status of certain orgs. Processes blocked during the incident will be retried by FinDock. No customer action is required.
Jan 27, 12:05 CET
Identified -
We have identified the root cause and are working on a fix to unblock all blocked processes and prevent any new blocked process.
Jan 27, 11:27 CET
Investigating -
Some customers are reporting an empty encryption key error since the Jan. '25 release to production. We are actively investigating the problem and will issue a fix as soon as possible.
Jan 27, 10:19 CET