PXL Vision - Historique des incidents

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

The incident has been resolved. We will provide a post-mortem as soon as we collect the necessary data.

This is an update regarding the ongoing incident affecting all services.

Current Status: We want to inform you that the service provider has applied a fix. The apps are becoming operational, and we are monitoring the situation. We will continue to provide updates as the situation develops.

Key Details:

We will provide our next update as soon as possible.

Thank you for your continued patience.

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

Sincerely,

The PXL Vision Team

This is an update regarding the ongoing incident affecting all services.

Current Status: We want to inform you that our third-party service provider is currently in the process of applying a series of mitigations. We are actively monitoring the situation and will provide a further update once we are able to confirm whether conditions are improving.

Impact Summary: Customers may still be experiencing a drop in services.

Key Details:

Thank you for your continued patience.

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

Sincerely,

The PXL Vision Team

This is an update regarding the ongoing incident affecting all services.

Current Status: We want to inform you that the current issue is originating from our third-party service provider. The provider is fully aware of the situation and is working diligently to implement a fix at the earliest opportunity. We will continue to provide updates as the situation develops.

Key Details:

We will provide our next update as soon as possible.

Thank you for your continued patience.

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

Sincerely,

The PXL Vision Team