Eptura Asset detailed Root Cause Analysis | Dec. 4, 2025
We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident.
Description:
On Dec. 4, 2025, some customers in Utah and Iowa experienced intermittent access issues when visiting certain URLs on our website. Affected users encountered HTTP 503 errors, while internal systems remained fully operational. The issue was limited in scope and did not impact customers outside these regions.
Type of Event:
Outage
Services/Modules impacted:
Services affected: Specific URLs in Utah and Iowa
No widespread outage; only a small subset of customers impacted
Severity adjusted from S1 to S2 after confirming limited scope
Timeline:
Dec 4th – 2:35pm Initial Report: Customers reported HTTP 503 errors
Dec 4th – 2:48pm Investigation: Verified regional impact; confirmed URLs worked internally
Dec 4th – 3:31pm Root Cause Identified: A server (legacy-win-app8) failed to restart after routine maintenance
Dec 4th – 3:35pm Resolution:
Rebooted affected server
Rerouted traffic via load balancer
Restored service; some browsers required cache refresh
Total duration of event:
1 hr
Root cause:
The issue was traced to a technical failure on one of the virtual machines during routine maintenance. This unexpected system error prevented the server from restarting properly, which impacted access for customers in specific regions. The failure was isolated and did not affect other services or regions.
Remediation and preventative action:
The affected server was restored with support from our infrastructure partner, and traffic was rerouted to ensure continuity.
We are working closely with our cloud provider to complete a detailed analysis and confirm the underlying cause.
Additional safeguards are being implemented, including enhanced monitoring and automated failover processes, to prevent similar issues in the future.
Current status:
All services are fully operational. We are committed to maintaining reliability and have taken steps to strengthen our systems. Thank you for your patience and trust as we continue to improve your experience.