Syncro Outage History

Syncro's Documentation Center (docs.syncrosecure.com) experienced a certificate renewal failure, causing browsers to display security warnings when accessing the site. Users could still access the documentation by accepting the insecure website warning or use support chat for assistance. The issue was resolved by working with the third-party certificate provider to complete the renewal process.

Syncro experienced slow site performance and 500 errors across various pages for 6 hours, with PDF generation also impacted. The engineering team identified the root cause and implemented adjustments to restore service. Performance stabilized and all pages and services returned to normal loading speeds.

The Syncro Patching Dashboard experienced a display issue where the page loaded but showed a blank screen instead of patching information, while automated patching tasks continued to function normally. The incident lasted 2.4 hours before the Engineering team restored full visibility to the dashboard data. The service is now functioning as expected with continued monitoring for stability.

Syncro performed scheduled routine database maintenance on Saturday May 16 that lasted 95.4 hours. The maintenance was designed to avoid application downtime and users were not expected to experience service unavailability. The maintenance has been completed.

Syncro experienced 500 errors when users tried to access the Organizations page, with the impact appearing to be limited to organizations that had Microsoft integrations enabled. The issue was caused by a stalled database backup process due to an upstream AWS infrastructure incident that affected Syncro's cloud services. After 78.5 hours, access was restored for affected partners once the AWS issue was resolved.

Syncro experienced delays in RMM background tasks that caused newly deployed assets to take longer to sync and appear in the platform, while script execution history and asset activity updates were delayed in the dashboard. Scripts continued to execute normally on endpoints, but their status reporting was affected. The issue was resolved after 3 hours when an update was deployed that improved RMM background performance.

Syncro performed scheduled routine database maintenance on Saturday May 9th. The maintenance was designed to not require application downtime, with users expected to experience no service interruption during the maintenance window. The maintenance was completed as planned without affecting application availability.

The Windows RMM Agent installer experienced failures preventing new installations and downloads, while existing installed agents continued operating normally. Partners were advised to defer new agent deployments to Windows machines until the issue was resolved. The incident was resolved after 1.1 hours with a fix implemented by the engineering team.

Syncro experienced delays in RMM background tasks affecting asset synchronization, script history reporting, and general asset activity updates. While scripts continued executing normally on endpoints, newly deployed assets took longer to appear in the platform and script run details were delayed in the dashboard. The issue was resolved after 1 hour through a deployed update that improved RMM background performance.

Syncro experienced an issue where ticket custom fields would appear blank when editing existing tickets, causing previous field values to be permanently overwritten with blank data if the ticket was saved while in this state. The problem affected the ticket editing functionality and data integrity for custom fields. The issue was resolved after 20.4 hours with custom fields now populating correctly on the ticket edit screen.