PXL Vision - Hinweisverlauf

Summary

On August 27, 2026, between approximately 12:36 and 13:03 UTC, PXL Ident transaction creation was unavailable in production for approximately 27 minutes. No data loss or data corruption occurred.

What Happened

A software defect in one of our backend services left a database operation open, which progressively consumed the available database connections until new requests could no longer be served. Identity verification sessions could not be started for the duration. Our team restored service by increasing capacity and clearing the blocked operation, and has since applied a database-level safeguard that prevents this condition from recurring.

Impact

• Duration: ~27 minutes (12:36 to 13:03 UTC, August 27, 2026)

• Affected services: PXL Ident transaction creation; document signing was affected as a downstream consequence

• Severity: P1

• Nature of impact: New identity verification sessions could not be started. Affected users were able to retry once service was restored. No data loss or corruption occurred.

Root Cause

A defect in our application code allowed a database transaction to remain open under certain conditions, holding locks that blocked other operations until the connection pool was exhausted. The defect has been identified and a fix is being delivered through our standard release process.

What We Learned

The incident was detected within a minute by automated monitoring and our public status page was updated within seven minutes. Our review identified improvements to our alerting, so that this class of issue is surfaced by its underlying cause rather than by its downstream symptoms, and these are being implemented.

Actions Taken & Next Steps

• Immediate: Restored service capacity and cleared the blocked database operation.

• Preventive: Applied a database-level timeout that automatically clears idle transactions, removing the conditions that allowed this to escalate.

• In progress: Fix for the underlying application defect, and additional monitoring on database connection health.

Closing Note

We apologise for the disruption. The safeguard preventing recurrence is already in place, and the underlying fix is in progress.

— The PXL Vision Team

We are pleased to confirm that the incident affecting Our services is now fully resolved.

All services have been restored to normal operation and full performance. Customers should no longer be experiencing issues while using the application.

Resolution Summary: Our engineering team identified the issue, applied a corrected configuration, and confirmed that the service has returned to normal operation.

We are now conducting a thorough post-mortem analysis to prevent recurrence.

Key Details:

Thank you for your patience and understanding during this disruption. Please contact our support team if you experience any further issues.

You can view the final status on our Status Dashboard: https://status.pxl-vision.com/.

Sincerely,

The PXL Vision Team

Summary

On June 29, 2026, between approximately 15:22 and 17:32 UTC, PXL Ident was unavailable due to a third-party infrastructure platform issue. All transaction creation and in-progress identity verifications were affected for approximately 2 hours. No data loss or data corruption occurred.

What Happened

A configuration change deployed by one of our infrastructure providers unexpectedly blocked encrypted object storage operations across all environments. This caused all PXL Ident transaction creation and processing to fail immediately. Once the root cause was identified, our team applied a workaround in parallel with the provider reverting the change on their end, restoring full service.

Impact

• Duration: ~2 hours (15:22 – 17:32 UTC, June 29, 2026)

• Affected services: PXL Ident (all environments)

• Severity: P1

• Nature of impact: Transaction creation and in-progress identity verifications failed. Affected users need to restart their verification. No data loss or corruption occurred.

Root Cause

A software bug in a provider-side deployment caused a storage encryption policy to be applied more broadly than intended, affecting our existing infrastructure. The provider has confirmed the cause and completed a full internal review.

What We Learned

Following this incident, we conducted a thorough internal review of our monitoring and incident response processes. We have identified several areas for improvement and are actively implementing changes to strengthen our detection capabilities and our escalation procedures with infrastructure providers.

Actions Taken & Next Steps

• Immediate: Applied a configuration workaround; provider reverted the faulty deployment.

• Monitoring: Internal review of detection and alerting processes completed; improvements are being implemented.

• Escalation: Provider on-call escalation path confirmed and documented.

Closing Note

We apologise for the disruption. We take responsibility for ensuring our detection and escalation processes respond faster in future incidents.

— The PXL Vision Team

We are pleased to confirm that the incident affecting PXL Ident/PXL Ident API is now fully resolved.

All services have been restored to normal operation and full performance. Customers should no longer be experiencing issue while starting new identification session.

Resolution Summary: Our engineering team identified the issue, applied a corrected configuration, and confirmed that the service has returned to normal operation.

We are now conducting a thorough post-mortem analysis to prevent recurrence.

Key Details:

Thank you for your patience and understanding during this disruption. Please contact our support team if you experience any further issues.

You can view the final status on our Status Dashboard: https://status.pxl-vision.com/.

Sincerely,

The PXL Vision Team

We are writing to provide an update on the ongoing incident affecting PXL Ident.

Update: Our engineering team has identified the root cause of the outage. A fix is now being actively worked on and we are progressing toward restoring full service.

We are writing to inform you that we are currently investigating an incident causing a major outage of PXL Ident/PXL Ident API.

Customers may be experiencing Issue while starting new identification session.

Key Details:

Our Action Plan:

Our engineering team is actively engaged and working to restore the service as quickly as possible.

We are treating this with the highest priority and will provide an update in the next 60 minutes or sooner if the situation changes.

You can monitor the status of this incident on our Status Dashboard: https://status.pxl-vision.com/.

We sincerely apologize for the disruption and appreciate your patience.

Sincerely,

The PXL Vision Team