Intermittent Event Collection Issues

Incident Report for NeuroID

Postmortem

On October 29th, 2026, from approximately 18:00 to 23:30 UTC, the NeuroID application experienced intermittent errors and higher latency caused by an issue at an infrastructure provider. A small number of Analytics API requests returned errors, and a low rate of requests to the Collection API failed. By the end of the impacted window, all operations were back to normal.

This incident was caused by a service issue at a third-party provider, which affected API routing services in one of our hosting regions. NeuroID monitoring quickly identified the issue. Engineers tracked the provider's progress and monitored our systems until the provider confirmed it was resolved and NeuroID services were operating normally.

During this incident:

The Analytics API (api.neuro-id.com/) returned a small number of 404 responses on the v4 and v6 endpoints and had higher response times
Event collection had a low rate of 5xx errors
End users of customer web applications may have seen a slightly slower experience while requests to NeuroID took longer than usual

For a detailed Root Cause Analysis (RCA) and additional assistance, please contact your Customer Success Manager or reach out to our support team at support@neuro-id.com.

Posted Nov 04, 2026 - 17:43 UTC

Resolved

This incident has been resolved.

Posted Oct 29, 2026 - 23:36 UTC

Update

We are seeing latencies in both Collection and the API return to normal levels.

Posted Oct 29, 2026 - 23:21 UTC

Update

AWS has posted a new update:

Our efforts to mitigate the increased invoke error rates and latencies are still underway. Our continued advice is to retry any failed requests with exponential backoff. While we don't have an estimate for how long our efforts will take we will keep you informed of our progress by providing you with another update by 4:30 PM PDT or sooner as new information becomes available.

Posted Oct 29, 2026 - 23:13 UTC

Update

AWS has posted an update:

[2:05 PM PDT] We continue to work to mitigate the increased invoke error rates and latencies for HTTP APIs in the US-WEST-2 Region. We have narrowed the root cause to a subset of underlying components, and are working on multiple mitigation paths. We recommend customers retry failed requests. We will provide another update by 3:30 PM PDT, or sooner if we have additional information to share.

Additionally we are seeing in increase in 404s on our Analytics API endpoint due to the increased latency from the AWS issue

Posted Oct 29, 2026 - 21:45 UTC

Monitoring

AWS posted update:

[12:04 PM PDT] We are investigating increased invoke error rates for HTTP APIs in the US-WEST-2 Region, which began at 11:40 AM PDT. This follows the earlier impact we described in our previous Health Dashboard post. During this time, you may experience increased latency or errors when invoking HTTP APIs. We are actively working to fully mitigate the impact, after which we will continue monitoring to ensure stability. You can retry failed requests. We will provide another update by 2:00 PM PDT, or sooner if we have additional information to share.

Posted Oct 29, 2026 - 20:19 UTC

Investigating

We are noticing a very small rate of 5xx responses on the Collection API correlated to an open AWS incident in us-west-2

Posted Oct 29, 2026 - 20:05 UTC

This incident affected: Analytics API and Collection API.