Initial Report - 3rd Party Isolated (SS)

Incident

Initial Report - 3rd Party Isolated (SS)

Status: closed
Start:
End:
Duration: 12 days 6 hours 56 minutes
Affected Components:
SmartSolutions SmartSolutions Web App
Investigating

As of Wednesday 05/08/2026, we have been experiencing service issues with our newsfeeds and email alert content and have identified that the problem is isolated to a third party supplier.

We are working with the supplier to implement a fix and restore normal service. We will provide an update once we have further information from our supplier.

Identified

We are continuing to work  closely with our news aggregator partners to investigate the issue and identify a resolution. We will post significant updates here as they become available. If you are experiencing this issue or have any questions, please submit a support request to our SmartApps team at fc-customersupport@ncino.com.

Investigating

We are continuing to work with our supplier to resolve this issue, and will provide you with updates when we have meaningful information to share. Thank you for your continued patience as we work diligently to resolve this issue.  

Investigating

We are continuing to work with our supplier to resolve this issue, and will provide you with updates throughout the day. Thank you for your continued patience as we work diligently to resolve this issue. 

Investigating

Following a call with our news aggregate partner we have been advised that the underlying technical issues surrounding this outage have been identified. Technical investigation remains ongoing. At this time we have been advised that this work may continue for the remainder of this week.

We are expecting to receive a further update from our partner by 5pm Friday 7 August, and will provide a further update in this incident report once available. In the meantime, our news service will be unavailable until further notice.

Thank you for your patience.

Update

Further to a call with our news aggregate partner, we have been provided with a new estimated timeline that suggests technical investigations will remain ongoing over the weekend and into early next week. They have committed to providing us with a further update by 5pm Monday 10 August, and we will update this incident report once received.

Our news service remains unavailable during this time.

Update

Further to an update from our news aggregate partner, they have confirmed that investigations proceeded well over the weekend, and a further update as to resolution will be shared overnight. We will update this incident report again upon resumption of our UK business hours on Tuesday 11th August.

Update

Further to an update from our news aggregate partner, we are actively liaising with them to ensure the technical issues have been fully resolved and we are confident we can resume our newsfeed service.

We will provide a further update on this by 1PM Wednesday 12th August.

Update

We are continuing to liaise with our news aggregate partner to ensure full confidence before we resume our newsfeed service.

We will provide a further update once we know more.

Monitoring

We are pleased to confirm that all checks have now been completed and our newsfeed has now been re-activated.

It will take some time before the newsfeed is fully up-to-date again. Based on our current understanding, the daily email alerts feed may not return to normal for a week or more. We will share more specific timelines as soon as we have established them.

Resolved

This incident is now resolved. 

Our newsfeed service and email content are now working as expected. 

For technical issues please contact support at (888) 676-2466