THIS IS A SCHEDULED EVENT Sep <var data-var='date'>3</var>, <var data-var='time'>14:00</var> - <var data-var='time'>14:10</var> UTC Aug <var data-var='date'>13</var>, <var data-var='time'>18:25</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Scheduled Maintenance

Jun <var data-var='date'> 3</var>, <var data-var='time'>14:10</var> UTC Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 3</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>14</var>, <var data-var='time'>16:49</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Mar <var data-var='date'> 4</var>, <var data-var='time'>15:10</var> UTC Completed - The scheduled maintenance has been completed. Mar <var data-var='date'> 4</var>, <var data-var='time'>15:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>13</var>, <var data-var='time'>17:35</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Feb <var data-var='date'>13</var>, <var data-var='time'>02:45</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>13</var>, <var data-var='time'>01:28</var> UTC Investigating - We are investigating an issue affecting key pickups and remote releases on MS1, MS2, and MS3 SmartBox devices. - The issue is related to a third-party service provider impacting release authorisations. - Offline mode continues to function normally. - Our team is working to restore service and will share updates as available.

Incident Report – Key Release Issues

Dec <var data-var='date'> 9</var>, <var data-var='time'>15:10</var> UTC Completed - The scheduled maintenance has been completed. Dec <var data-var='date'> 9</var>, <var data-var='time'>15:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'>25</var>, <var data-var='time'>16:06</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Nov <var data-var='date'>18</var>, <var data-var='time'>18:11</var> UTC Resolved - Our provider believes their services are operating normally and we are no longer recording errors. We will continue to monitor for additional issues. Nov <var data-var='date'>18</var>, <var data-var='time'>15:47</var> UTC Monitoring - We are continuing to receive reports of intermittent issues and our service provider has confirmed their mitigation efforts have resumed. We will provides updates as we learn more.

Service Interruption Due to Upstream Network Issue

Nov <var data-var='date'>18</var>, <var data-var='time'>15:24</var> UTC Resolved - Our provider believes they have restored normal network functionality. We will continue to monitor to ensure stability. Nov <var data-var='date'>18</var>, <var data-var='time'>14:43</var> UTC Monitoring - We are seeing signs of recovery from our provider and are continuing to monitor. Nov <var data-var='date'>18</var>, <var data-var='time'>14:04</var> UTC Identified - We are awaiting confirmation from our provider that normal network functionality has been restored and will update you when we know more. As a temporary workaround, disabling your Smartbox's Internet connection (unplug the Ethernet cable, disable your wireless router, etc...) without restarting it should allow Offline Mode to function normally. Nov <var data-var='date'>18</var>, <var data-var='time'>12:15</var> UTC Investigating - We’re currently experiencing service interruptions due to an issue with a major third-party network provider affecting parts of the internet. Our systems remain operational, but connectivity and load times may be impacted for some customers. We’re monitoring the situation closely and will provide updates as the provider restores normal functionality.

Oct <var data-var='date'>20</var>, <var data-var='time'>23:29</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>15:33</var> UTC Update - As of 7:30 AM PDT (9:30 AM GMT-5), AWS has confirmed network connectivity issues across multiple services. They are seeing early signs of recovery and continue to investigate the root cause. This AWS outage is widespread across the internet, affecting many major websites and services. In addition to SmartBox connectivity being intermittently affected, our support communication platform is also experiencing disruptions, which may delay responses from our team. All other Keycafe systems continue to operate normally. We are monitoring the situation closely and will post another update once full service is restored. Oct <var data-var='date'>20</var>, <var data-var='time'>12:13</var> UTC Monitoring - Since around 4:00 AM PDT on October 20, we’ve been experiencing SmartBox connectivity issues due to a third-party outage with AWS. This outage also affected several major websites and our own status page provider, which prevented us from posting earlier updates. All other Keycafe systems remain fully operational. We’re monitoring the situation closely and will update once service is fully restored.

SmartBox Connectivity Issue — AWS Outage

Sep <var data-var='date'>16</var>, <var data-var='time'>14:10</var> UTC Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>16</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>26</var>, <var data-var='time'>11:53</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Jul <var data-var='date'> 3</var>, <var data-var='time'>12:46</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 3</var>, <var data-var='time'>10:01</var> UTC Identified - Some cellular devices are experiencing connectivity issues. Our service partner is working to stabilize connections. We will continue to monitor their progress.

Partial outage - Cellular network

Jul <var data-var='date'> 2</var>, <var data-var='time'>14:10</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'> 2</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>10</var>, <var data-var='time'>14:59</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Jun <var data-var='date'>11</var>, <var data-var='time'>17:01</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>11</var>, <var data-var='time'>12:55</var> UTC Investigating - We’re currently experiencing a partial cellular service outage affecting some Smartboxes. As a result, some customers may experience connectivity issues with their Smartbox, including intermittent loss of connection or issues starting new data sessions. Our provider is actively investigating the issue with their upstream partners. We’ll continue to monitor and provide updates as more information becomes available. We apologize for the inconvenience and appreciate your patience.

Partial cellular service outage

Jun <var data-var='date'>11</var>, <var data-var='time'>02:41</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>10</var>, <var data-var='time'>21:01</var> UTC Update - Performance has improved, and error rates are down to around 10%. We’re continuing to monitor. Jun <var data-var='date'>10</var>, <var data-var='time'>20:08</var> UTC Monitoring - We’ve implemented a workaround that is improving performance. While our provider continues to experience issues, we’ve partially mitigated the impact and are seeing more stable behaviour. We’re continuing to monitor and make adjustments as needed. Jun <var data-var='date'>10</var>, <var data-var='time'>19:23</var> UTC Identified - We are experiencing degraded database performance as a service provider is experiencing a partial outage. We will continue to monitor and provide updates.

Degraded Database Performance

Apr <var data-var='date'>29</var>, <var data-var='time'>13:11</var> UTC Resolved - This incident has been resolved. Apr <var data-var='date'>28</var>, <var data-var='time'>23:02</var> UTC Monitoring - Most of the region's power has been restored, and Smartboxes are coming back online. We will continue to monitor the situation until everything is fully restored. Apr <var data-var='date'>28</var>, <var data-var='time'>19:17</var> UTC Identified - Devices operating on 2G and 3G networks are currently affected by power outages in Spain. This affects devices not in these regions due to data routing through these countries. Our cellular partner is impacted, and devices will remain offline until power is restored in the region. We will monitor the situation and provide updates. Apr <var data-var='date'>28</var>, <var data-var='time'>19:14</var> UTC Investigating - Devices operating on 2G and 3G networks are currently affected by power outages in Spain. This affects devices not in these regions due to data routing through these countries. Our cellular partner is impacted, and devices will remain offline until power is restored in the region. We will monitor the situation and provide updates.

2G/3G  Connectivity disruption

Apr <var data-var='date'> 1</var>, <var data-var='time'>14:05</var> UTC Completed - The scheduled maintenance has been completed. Apr <var data-var='date'> 1</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>11</var>, <var data-var='time'>17:19</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Jan <var data-var='date'>16</var>, <var data-var='time'>15:30</var> UTC Resolved - Timeframe: 10:19 AM to 10:27 AM EST Impact: Approximately 50% of requests failed during this period. Resolution: The issue causing the disruption has been resolved, and all systems are now fully operational.

Service Disruption

Jan <var data-var='date'> 2</var>, <var data-var='time'>15:05</var> UTC Completed - The scheduled maintenance has been completed. Jan <var data-var='date'> 2</var>, <var data-var='time'>15:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>11</var>, <var data-var='time'>18:36</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Nov <var data-var='date'>26</var>, <var data-var='time'>05:52</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>26</var>, <var data-var='time'>02:25</var> UTC Monitoring - We have noticed a few Celular Smartboxes encountering partial service degradation. Our service provider is investigating the matter.

Degraded cellular serveice affecting Key exchanges

Oct <var data-var='date'> 9</var>, <var data-var='time'>17:04</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'> 9</var>, <var data-var='time'>16:50</var> UTC Monitoring - Our service provider has reported that they implemented a fix. We will continue to monitor the results. Oct <var data-var='date'> 9</var>, <var data-var='time'>15:12</var> UTC Update - We are still experiencing interruptions in service. Some customers may experience elevated latencies or intermittent timeouts. Our service provider is working to resolve the issue. Oct <var data-var='date'> 9</var>, <var data-var='time'>13:49</var> UTC Update - We are still experiencing a partial outage impacting Smartboxes and our website. Our service provider has acknowledged the issue and is investigating. Oct <var data-var='date'> 9</var>, <var data-var='time'>13:20</var> UTC Investigating - We are experiencing an outage that is affecting Smartboxes and our website. We will share an update as we have more information.

Service Interruption across Smartboxes and Applications.

Oct <var data-var='date'> 8</var>, <var data-var='time'>23:07</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'> 8</var>, <var data-var='time'>22:56</var> UTC Monitoring - Our providers have reported that they implemented a fix. We will continue to monitor the results. Oct <var data-var='date'> 8</var>, <var data-var='time'>20:39</var> UTC Update - We are still experiencing interruptions in the service, although some requests are coming through. We are continuing to monitor. Oct <var data-var='date'> 8</var>, <var data-var='time'>17:23</var> UTC Investigating - We are experiencing an outage that is affecting Smartboxes and our website. Our providers have acknowledged the issue and are working to identify the cause.

Service interruption across Smartboxes and Applications.

Oct <var data-var='date'> 1</var>, <var data-var='time'>20:19</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'> 1</var>, <var data-var='time'>14:19</var> UTC Monitoring - We are experiencing a partial outage affecting a small number of cellular network devices. Our service providers are working closely with their partners to resolve the issue as soon as possible.

Partial Outage Impacting Small Number of Cellular Network Devices

Sep <var data-var='date'>24</var>, <var data-var='time'>14:20</var> UTC Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>24</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>29</var>, <var data-var='time'>13:48</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable

Sep <var data-var='date'>18</var>, <var data-var='time'>14:02</var> UTC Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>18</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>17</var>, <var data-var='time'>19:52</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

Sep <var data-var='date'>17</var>, <var data-var='time'>19:17</var> UTC Resolved - The issue causing transaction timeouts has been fully resolved. All systems are now functioning normally. We appreciate your understanding and patience throughout this incident. Sep <var data-var='date'>17</var>, <var data-var='time'>19:08</var> UTC Monitoring - The cause of the transaction timeouts affecting key exchanges has been identified by our service provider, and a fix has been implemented. We are currently monitoring the results to ensure the issue is fully resolved. Thank you for your patience. Sep <var data-var='date'>17</var>, <var data-var='time'>18:40</var> UTC Investigating - We are experiencing a partial service disruption, causing transaction timeouts during key exchanges. Our team is actively investigating and working to resolve the underlying issue. We appreciate your patience as we work toward a solution.

Partial outage affecting key exchange

Aug <var data-var='date'>20</var>, <var data-var='time'>14:05</var> UTC Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>20</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>31</var>, <var data-var='time'>16:16</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time. For the duration, the Keycafe service and website will be unavailable.

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Incident Report – Key Release Issues

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Service Interruption Due to Upstream Network Issue