Cloud Services & Cloud Evidence Locker Uptime and Maintenance Bulletin

The Synectics Cloud platform will be upgraded to C26.3 from C26.2 on 04/06/26 between 21:00 - 23:00 GMT - there could be some slight disruption as critical services are restarted.

We apologise for any inconvenience. 

There is a maintenance patch scheduled between 2000hrs - 2300hrs on the 8th May 2026.

There will be a momentary outage whilst services restart although this should be minimal.

The patch introduces operating system security patches on the host servers within our environment.

There is also a new function that automatically trims transcode video clips to the requested duration from third-party Timespace solutions after transcoding.

There is a maintenance patch scheduled between 2130hrs - 2200hrs on the 15th April 2026.

There will be a momentary outage whilst services restart although this should be minimal.

The patch introduces a fix for how the Cloud Platform handles the chunk lists received from the IoT Router connected to the Timespace series of hardware.  Cloud will now be able to handle multiple chunk lists during incident upload.

26/03/26 1600hrs - Issues with the redaction process within the Cloud Evidence Locker have been detected.  We will update this bulletin as soon as possible.

We've also identified an issue with our service bus which processes health information for all assets.  This is resulting in intermittent delays on the Home and Asset Health Pages within Cloud Service. Some information might be slightly delayed.  We are working on a resolution to accommodate for peak usage.

UPDATE: 27/03/26 1400hrs - We have investigated the issue with the redaction process and have resolved it.  We apologise for any inconvenience.

UPDATE: 09/04/26 - Numerous changes have been made to how many queries are generated which has relieved the peak message count processed by service bus. 

The Synectics Cloud platform will be upgraded to C26.2 from C26.1 on 24/03/26 between 19:00 - 21:00 GMT - there could be some slight disruption as critical services are restarted.

We apologise for any inconvenience. 

There is a maintenance patch scheduled between 2000hrs - 2200hrs on the 3rd March 2026.

There will be a momentary outage whilst services restart although this should be minimal.

The patch introduces an upgrade to our underlying traffic management platform, moving to a next-generation gateway technology that enhances overall platform efficiency, resilience, and visibility. This improvement enables smarter request handling and more advanced routing capabilities, helping ensure a smoother, more reliable experience for customers while supporting future scalability and innovation.

The Synectics Cloud platform will be upgraded to C26.1 from C25.4 on 23/02/26 between 19:00 - 23:59 GMT - there could be some slight disruption as critical services are restarted.

We apologise for any inconvenience. 

30/01/26 1120hrs - Issues with the Cloud Platform have been detected users are unable to log into the platform.   

UPDATE: 30/01/26 1140hrs - We have investigated the issue and have resolved it.  All services are operational.  We apologise for any inconvenience. 

There is a maintenance patch scheduled between 1830hrs - 1930hrs on the 14th January 2026.

There will be a momentary outage whilst services restart although this should be minimal.

The patch includes improvements to PTS handling that stopped certain SynAV2 video files converting correctly to MP4's. 

The presentation timestamp (PTS) is a timestamp metadata field in an MPEG transport stream or MPEG program stream that is used to achieve synchronization of programs' separate elementary streams (for example Video, Audio, Subtitles) when presented to the viewer.

There is a maintenance patch scheduled between 1830hrs - 2000hrs on the 11th December 2025.

There will be a momentary outage whilst the service restart although this should be minimal.

A new device identify logic has been implemented to resolve an issue identified on legacy hardware solutions.  The T2000 is not impacted by this.

There is a maintenance patch scheduled between 1930hrs - 2100hrs on the 3rd December 2025.

There will be a momentary outage whilst the service restart although this should be minimal.

• A bug where some incidents weren't expiring correctly has been resolved
• A bug where new assets didn't have GPS has been resolved.
• The Redaction Blur levels, Low, Medium and High have been increased. 
• A new user group restriction has been implemented to limit all functionality to the Asset Health page only.  Useful internal engineers and sub-contractors who only need to observe asset health information.

There is a maintenance patch scheduled between 1900hrs - 1930hrs on the 13th November 2025.

There will be a momentary outage whilst the service restart although this should be minimal.

When sharing an incident to either a new or existing user, the hyperlink to the incident within the e-mail body was not processed correctly, this patch will resolve this issue.

5th November 2025

The Synectics Cloud platform will be upgraded to C25.4 from C25.3 on 05/11/25 between 19:00 - 21:00 GMT - there could be some slight disruption as critical services are restarted.

We apologise for any inconvenience.

29th October 2025

29/10/25 15:50 GMT: We are aware of a wide outage across all Azure services, we will update this bulletin as soon as we have more information.

We apologise for the inconvenience.

29/10/25 16:23 GMT: 

30/10/25 08:00 GMT: Operation has been restored.

Azure status history | Microsoft Azure 

Between 15:45 UTC on 29 October and 00:05 UTC on 30 October 2025, customers and Microsoft services leveraging Azure Front Door (AFD) may have experienced latencies, timeouts, and errors.

Affected Azure services include, but are not limited to: App Service, Azure Active Directory B2C, Azure Communication Services, Azure Databricks, Azure Healthcare APIs, Azure Maps, Azure Portal, Azure SQL Database, Azure Virtual Desktop, Container Registry, Media Services, Microsoft Copilot for Security, Microsoft Defender External Attack Surface Management, Microsoft Entra ID (Mobility Management Policy Service, Identity & Access Management, and User Management UX), Microsoft Purview, Microsoft Sentinel (Threat Intelligence), and Video Indexer.

Customer configuration changes to AFD remain temporarily blocked. We will notify customers once this block has been lifted. While error rates and latency are back to pre-incident levels, a small number of customers may still be seeing issues and we are still working to mitigate this long tail. Updates will be provided directly via Azure Service Health.

27th October 2025

There is a maintenance patch scheduled between 1900hrs - 2100hrs on the 27th October 2025 to upgrade core Nginx and Redis services.

There will be a momentary outage whilst the service restart although this should be minimal.

24th September 2025

There is a maintenance patch scheduled between 2000hrs - 2200hrs on the 24th September 2025

There will be a momentary outage whilst the service restart although this should be minimal.

• A bug when selecting Share Whole Incident when sharing an incident to a user group has been resolved. (Where the recipient of the incident had no video clips within the incident)
• The Export Progress page has had significant performance improvements.
• The retry button is now available for legacy hardware platforms connected via an IoT router. 
• Incident time requested was not accurate to the minute, this has now been fixed.   Incidents requested now have the correct start time requested. 

There is an infrastructure update scheduled between 1900hrs - 2200hrs - 15th September 2025

There will be a momentary outage whilst the service restart although this should be minimal.

13/08/25 1000hrs - Issues with the Cloud Platform have been detected where incident uploads are stuck at 0% or 50%.

We are investigating the cause and will update this bulletin as soon as possible.

UPDATE 13/08/25 1400hrs the issue has been resolved and we have planning in remedial works to prevent the issue from occurring again.

There is an maintenance patch scheduled between 2000hrs - 2200hrs to optimise database activity for regular vehicle data ingress.  

There will be a momentary outage whilst the service restart although this should be minimal.

There is an maintenance patch scheduled between 1915hrs - 2030hrs to resolve and error (500) when sharing to a new user from Synergy to Cloud. 

There will be a momentary outage whilst the service restart although this should be minimal.

The Synectics Cloud platform will be upgraded to C25.3 from C25.2 between 16:00 - 20:00 GMT - there could be some slight disruption as critical services are restarted. 

We apologise for any inconvenience. 

Between 1000hrs - 1715hrs we experienced an issue with the health service where the health messages that were received couldn't be processed quick enough, a health message que formed resulting in delayed mapping data and health information.  This impacted incidents during upload.  

We have provisioned additional resources to accommodate for the growing demand of the platform.

Please retry any incidents outstanding. We apologise for any inconvenience caused.

There is an update scheduled between 2000hrs - 2200hrs to optimise export progress performance.  Instead of loading the entire dataset, only the last 6 months loads by default, however the search function can still find export progress data beyond that period.  In the next release a calendar function will be available to show data within a selected timeframe.

There will be a momentary outage whilst the service restart although this should be minimal.

There is an update scheduled between 2000hrs - 2200hrs to optimise snapshot upload intervals and upload resiliency. 

There will be a momentary outage whilst the service restart although this should be minimal.

There is an update scheduled between 2000hrs - 2200hrs to optimise RAM usage further.  

There will be a momentary outage whilst the service restart although this should be minimal.

There is an update scheduled between 2000 - 2200hrs 27/05/25 to optimise RAM usage and to deploy an increased time interval for the offline retry mechanism, this change will sustain incident upload requests for up to 24 hours before a manual retry is required.

There will be a momentary outage whilst the service restart although this should be minimal.

There is an update scheduled between 2000 - 2200hrs 12/05/25 to rectify a bug identified with the daily snapshot upload function within Cloud Services.

There will be a momentary outage whilst the service restart although this should be minimal.

08/05/25 08:00 GMT - Issues with the Cloud Platform have been detected between 1900hrs 07/05/25 to 0117hrs 08/05/25 (GMT).

We are investigating the errors that are causing the intermittent outages over this period and will update this bulletin as soon as possible. Note: Systems are currently operational.

UPDATE: 12/05/25 After investigation we found that an overloaded ingress controller was preventing REST commands from being distributed throughout the system.  The number of ingress controllers has been increased from 1 to 3 to support demand.

The Synectics Cloud platform will be upgraded to C25.2 from C25.1 between 18:00 - 22:00 GMT - there could be some slight disruption as critical services are restarted. 

We apologise for any inconvenience. 

There will be some slight disruption between 2100-2200hrs GMT on 23/03/25.

This is to update our Kubernetes Cluster from 1.29.9 to 1.30.9

UPDATE: This has now been postponed to 24/03/25 between 2100-2200hrs GMT.

04/02/25 14:00 GMT - An issue has been identified with incident video clips not displaying in the Cloud Evidence Locker and not playing back or downloading.  We are working on a resolution. 

04/02/25 15:15 GMT The root cause of the problem has been identified and the API Gateway has been updated, there are reports of customers experiencing issues with playback within the Cloud for larger clips such as forward facing cameras but the download function is fully functional.  Apologies for any inconvenience. 

UPDATE 10/02/25 - All systems are nominal, if you experience playback issues with video clips in the Cloud Evidence Locker please refer to the following bulletin.

The Synectics Cloud platform will be upgraded to C25.1 between 20:00 - 21:00 GMT - there could be some slight disruption as critical services are restarted. 

We apologise for any inconvenience. 

As of 15:44 GMT we are aware of some instances of our Cloud Services including Cloud Evidence Locker being offline. We are working to resolve this as soon as possible. 

Update: 29/01/25 as of 16:47 GMT all Cloud Services and the Cloud Evidence Locker are back online and operational.  We will continue to investigate RCA.

We've identified that our CEL Service is restart periodically which is resulting in a few restarts irrupting operations within the Cloud Evidence Locker.  We are actively investigating and will update this bulletin as soon as possible.

Update: 24/01/25 we will be deploying an update with our next cloud release to help mitigate this issue moving forward.

We've identified an authentication issue when uploading incidents from Synergy into the Cloud Evidence Locker.

As of 29/11/24, we are currently testing a potential fix for the issue and will update this bulletin shortly.

Update: As of 14:10PM 29/11/24, the fix was successful and the issue has been resolved.

There may be some slight disruption between 1800-1900hrs GMT on 26/11/24 whilst we update some of our core services in the Production environment.  

11:30hrs GMT:

We've identified an issue with our Health Service which is preventing assets from displaying as online, we are working on this as a priority and will update as soon as possible.

Update: As of 12:15PM Health Service status has been restored. This has been traced to an initial peak load related to new vehicle commissioning.

To prevent future occurrences, load management has been improved for new vehicle commissioning.

Update 13:00hrs GMT:

The issues with database performance have been resolved.

As of 08:45hrs GMT:

The Login Verification issue has been resolved. Users should now be able to access CS and CEL.

The root cause of the issue has been found to be performance issues with areas of the database. A fix for this issue is currently being worked on.

Cloud Services and Evidence Locker have been experiencing issues with user verification, currently disrupting sign-ins as of 07:00hrs GMT. 

We are currently working on a fix for the issue.

Microsoft declared the incident resolved at 20:48 UTC.

All issues accessing the cloud platform should be resolved.

Microsoft has provided an update that explains the issue has become worldwide and they are working on solving the issue. Quote:

"We are investigating reports of issues connecting to Microsoft services globally. Customers may experience timeouts connecting to Azure services. We have multiple engineering teams engaged to diagnose and resolve the issue. More details will be provided as soon as possible.

This message was last updated at 13:13 UTC on 30 July 2024"

Microsoft is experiencing network issues with Azure meaning all European users are being affected. Quote: "We are investigating reports of issues connecting to Microsoft services in Europe. More details will be provided as they become available."

This issue could temporarily cause issues when attempting to connect to cloud services. 
This bulletin will be updated when Microsoft release news on a fix.

We noticed a few issues with thumbnail generation within the Cloud Evidence Locker for incidents created between the 17th and 23rd July 24, whilst these videos will playback fine the thumbnails won't generate.  

This issue has been resolved and all future incidents will generate thumbnails in the Cloud Evidence Locker as expected.

There is an upgrade planned across multiple Cloud Services and Cloud Evidence Locker sites today, Monday 20th November.

The update should only take a few minutes. If you are trying to use Cloud Evidence Locker or other Cloud Services during this time you may see an error. If this happens please wait a few minutes and try again.

UPDATE - sites not upgraded today will be planned for upgrade from Monday 20th November. 

10am GMT, Thursday 16th November - There is an upgrade planned across multiple Cloud Services and Cloud Evidence Locker sites this morning, commencing at approximately 10:00am GMT. 

The update should only take a few minutes. If you are trying to use Cloud Evidence Locker or other Cloud Services during this time you may see an error. If this happens please wait a few minutes and try again.

7pm BST, Thursday 28th September - there will be an upgrade to our back-end Kubernetes services to improve security. There are no user-facing changes. This upgrade will take approximately 30 minutes.

There should be minimal disruption to services during this upgrade. In case of any errors, please log out and try again in a few minutes.

There is a maintenance upgrade planned for Thursday 29th June at approximately 10:00am BST. This is an update to the backend IoT device management; there are no user-facing changes.

The update should only take a few minutes. If you are trying to use Cloud Services during this time you may see an error. If this happens please wait a few minutes and try again.

There is a maintenance upgrade planned for Thursday 15th June at approx 11:30am BST. This is a database update only; there are no user-facing changes.

The update should only take a few minutes. If you are trying to use Cloud Services during this time you may see an error. If this happens please wait a few minutes and try again.

There are two maintenance upgrades planned this week:

10am BST, Tuesday 16th May - Synectics Cloud Media Services maintenance upgrade

7pm BST, Thursday 18th May - Kubernetes upgrade to improve security. This upgrade will take approximately 15 minutes.

There should be minimal disruption to services for both these upgrades.

9th March 2022

(09:00 - 09:44)

Update: Overnight back-end upgrades caused an issue with dependent front-end cloud services. We identified the dependency and rolled-back the upgrade.

Mitigation: the inter-dependency has been identified and steps taken to ensure future updates will not impact front-end services.

Cloud Services back online 09:44

A recent Azure upgrade to the AKS for the Cloud Evidence Locker cluster reset our VM types back to a basic level.  We have changed the VM types back to the higher specification level.   We are implementing process improvements to ensure this never happens again.

Cloud Services back online.

14th December 2021

(16:00)

Update: Microsoft Azure have determined that a recent deployment task impacted a backend service configuration which caused devices to disconnect and fail to reconnect to IoT Hub.

Mitigation: We rolled back the deployment task to mitigate this issue.

Cloud Services back online.

13th December 2021

(23:41)

We have been made aware by Microsoft that there is an ongoing issue, starting 23:41GMT on the 13th December, specifically the UK West region IoT Hub.  This is affecting our Cloud Services platform with no vehicles being able to connect to  our platform.

Current status from Microsoft: We are aware of the issue and are actively investigating. Next update will be provided in 60 minutes or as events warrant.

The issue was due to the expiry of a legacy certificate, as a result access to services failed.  There were complications with the existing certificate manager which have now been resolved; we are now acquiring certificates that validated automatically.

Cloud Services back online.

Our hosting provider has narrowed down possible causes for this system outage and is working as a priority on identifying the root cause.

Cloud Services back online.