HCL Volt MX Cloud | Status | Incident

Service Disruption – HCL Software Support Portal

2026-07-07T09:00:00+00:00

Support Phone Numbers:
Americas
USA Toll Number +1 408 550 1505 USA Toll Free Number +1 833 275 7101 Brazil Toll Number +55 212 018 0025 Brazil Toll Free Number 0800 892 0972 Argentina Toll Number +54 113 986 6493 Canada Toll Free Number +1 833 304 0121 Chile Toll Free Number 562 2483 5985 Colombia Toll Free Number 571 291 1506 Mexico Toll Free Number 0800 522 9926
Europe
Germany Toll Number +49 6196 923 9577 Germany Toll Free Number 0800 180 8310 UK Toll Number +44 203 409 9437 UK Toll Free Number 0800 016 3871 Italy Toll Number +39 068 346 4653 Spain Toll Number +34 96 046 8298 France Toll Number +33 18 740 6742
Asia Pacific
Australia Toll Free Number 1800 71 7623 India Toll Free Number 000 800 100 5778 Singapore Toll Number +65 3157 6297 China Mainland Number Toll Number 400 661 2773 China North Toll Free Number (North) ** 10800 714 2812 China South Toll Free Number (South) ** 10800 140 2831 China Toll Number +86 400 842 8593 Japan Toll Free Number 663 381 4198 Japan Toll Number +81 35 050 1408 South Korea Toll Free Number 79814 203 0056 Hong Kong Toll Free Number 800 931 014 Taiwan Toll Free Number 00 801 127 961 New Zealand Toll Free Number 0800 46 9353

Note: VoltMX Cloud Services will not be impacted by this maintenance.

[2026-07-09 10:50 UTC] .The HCL Software Support Portal is restored back and available back for use

Identity Services increased Response Time

2026-06-23T04:07:00+00:00

Identity Services is being investigated.

[2026-06-23 04:06:00 UTC] Foundry Identity Services Response Time increased. This could have impacted customers who are using MT identity from Virginia region.

[2026-06-23 4:30 UTC] We are actively working on multiple parallel paths to mitigate this issue. Currently, we’re focused on mitigating the issue resulting in propagation delays, which we believe will also lead to an improvement in the overall error rates. We are hopeful that this mitigation will significantly improve the issue, and allow us to shift our efforts toward full resolution, and then fully understanding root cause and preventing recurrence. . We will continue to provide additional updates as we have them.

[2026-06-23 5:30 UTC] The mitigation has been successfully applied to the Identity Services in the US East Virginia region, resulting in the recovery of all instances. While the system stabilizes, customers may notice a temporary slowdown in response times for the next few minutes until the surge load subsides.

[2026-06-23 5:59 UTC] Resolved. Response times has receded and systems are running healthy, Our team is focused in investigating deeper to come up with a root cause analysis of the issue

[2026-06-23 6:35 UTC] Response times stabilized at 5.59 UTC, but the response times increased again at 6.35 UTC. We are continuously monitoring and the teams are investigating the issue.

[2026-06-23 7:44 UTC] We see Response times are stabilizing and cutomers should not face any response time delays at this point. We are continuously monitoring and the teams are investigating the actual RCA issue.

[2026-06-23 15:20 UTC] Foundry Identity Services are stable for the past 9 hours and did not see any response delays. We are continuously monitoring.

Volt MX Cloud Management Console

2025-07-31T06:24:00+00:00

[2025-07-31 06:24 UTC] Foundry Management Services are running into multiple errors .
[2025-07-31 08:06 UTC] Our engineering and operations teams are actively analyzing the issue to identify the root cause. Restoring full functionality remains our top priority. Please note that this issue does not affect runtime operations or end-user applications. We sincerely apologize for the inconvenience and appreciate your patience and understanding.
[2025-07-31 09:15 UTC] – We have accelerated our investigation and resolution efforts. Our engineering teams are actively working on the issue, and we will continue to provide updates as progress is made.
[2025-07-31 09:45 UTC] – Our team replaced the application server infrastructure, suspecting an issue at the infrastructure layer; however, the issue persisted.
[2025-07-31 09:45 UTC] – Our team identified that some of our services were experiencing timeouts.
[2025-07-31 10:40 UTC] – The issue has been resolved, and the Management Console is now fully functional. A comprehensive Root Cause Analysis (RCA) will be shared soon.

Root Cause Analysis:

The issue was triggered by the ingestion of invalid metadata into the system, which impacted the stability of the VoltMX Cloud Management Console.

Resolution & Next Steps:

We have implemented software optimizations to handle such scenarios gracefully and enable automatic recovery. Our immediate focus is on completing comprehensive regression testing and accelerating the rollout of these improvements to ensure long-term stability.

Engagement Services Issues

2024-10-28T14:00:00+00:00

A confirmed fix for this issue is now undergoing QA testing and its slated for deployment by next maintenance window i.e.10/30/2024 from 00:00 to 04:00 local time, we will update hear for any changes to this schedule.

[2024-10-28 18:30 UTC] Working on reverting the messaging to the previous version of engagement services as a temporary mitigation.

[2024-10-28 21:00 UTC] Successfully reverted Engagement services to 9.5.16.6 on production in all regions.

[2024-10-29 16:00 UTC] Resolved Version upgrade performed.

Globally impacting BSOD

2024-07-19T02:00:00+00:00

We would like to inform you that we have not observed any operational impact on our Volt MX Cloud infrastructure due to the globally impacting BSOD (Blue Screen of Death) issue. We continue to monitor our systems and will share a detailed update soon.

Identity Services increased Response Time

2024-02-22T10:56:00+00:00

Identity Services is being investigated.

[2024-02-22 11:15 UTC] Foundry Identity Services Response Time increased. This could have impacted customers who are using MT identity from Virginia region.

[2024-02-22 11:45 UTC] Foundry Identity Services Response Time increased. This could have impacted customers who are using MT identity from Virginia region.

[2024-02-22 12:30 UTC] We are actively working on multiple parallel paths to mitigate this issue. Currently, we’re focused on mitigating the issue resulting in propagation delays, which we believe will also lead to an improvement in the overall error rates. We are hopeful that this mitigation will significantly improve the issue, and allow us to shift our efforts toward full resolution, and then fully understanding root cause and preventing recurrence. . We will continue to provide additional updates as we have them.

[2024-02-22 13:00 UTC] The mitigation has been successfully applied to the Identity Services in the US East Virginia region, resulting in the recovery of all instances. While the system stabilizes, customers may notice a temporary slowdown in response times for the next few minutes until the surge load subsides.

[2024-02-22 13:37 UTC] Resolved. Response times has receded and systems are running healthy, Our team is focused in investigating deeper to come up with a root cause analysis of the issue

Root cause Analysis:

The response delays stemmed from a surge in identity requests overwhelming the Identity service, causing a bottleneck in the authentication process and disrupted the services. This performance degradation of identity services arose from a surge in identity requests, exacerbated by clogged/stale connections stemming from a degraded service endpoint. Measures were taken to stabilize the service and alleviate degradation, including throttling down impacted nodes.

Mitigation Actions:

Alert received by Cloud-Ops teams triggers investigation.
Reports of service delays and degraded performance emerge from multiple customers. Requests, response times, and error rates witness an exponential surge.
Initial analysis indicates potential requests crowding the Identity server.
DDoS attack ruled out as a bottleneck in authentication process identified due to delays in service responses and all the requests were from legitimate sources.
Restarting VM instances proves ineffective.
Draining stale connections, restoring all nodes, yielded significant improvements.
Throttling down impacted nodes controlled the request crowding in Identity.

Action Items:

To address the root cause of the issue we are proactively optimizing our platform to prevent clogged/ stale connections from degrading the Identify Service endpoint, and that work is targeted for completion by end of June 2024

Preventative measures:

HCL recommends to customers that grow above 10M sessions per year that they move to a dedicated single tenant Identity Environment. But we recognize that it is difficult for customers to plan this type of migration. HCL will work toward converting this recommendation to a requirement at certain traffic levels and more clearly communicate the risk of using shared identity for higher traffic applications. A dedicated Identity Environment provides isolation which. 1) allows tuning for load specific to one customer, 2) eliminates high traffic or issues from one customer impacting other customers, 3) provides additional security by being in a segregated environment, and 4) allows for easier troubleshooting and isolation of any issue. For more information on this please reach out to your respective Volt MX CEE or HCL Sales representative.

Identity Services increased Response Time

2024-02-19T08:34:00+00:00

Identity Services is being investigated.

[2024-02-19 07:38 UTC] Foundry Identity Services Response Time increased. This could have impacted customers who are using MT identity from Virginia region.

[2024-02-19 8:33 UTC] The services Response time came back normal and it is running healthy.

[2024-02-19 08:34 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

Root Cause Analysis:

An automatic minor version update was applied to the identity database in the Virginia region. This update caused response delays at the database layer, leading to increased overall application response times.

Timelines:

[2024-02-19 07:38 UTC] Auto minor version upgrade triggered.

[2024-02-19 07:38 UTC] Excessive latency for Identity services in the Virigina region.

[2024-02-19 07:58 UTC] Auto Minor version upgrade completed.

[2024-02-19 08:10 UTC] Latency averages have improved to 20 seconds, but still impacting most APIs.

[2024-02-19 08:20 UTC] Latency averages have improved to 15 seconds, but still impacting most APIs.

[2024-02-19 08:33 UTC] Latency averages have returned to normal. Resolved and Identity services in the Virginia region are responding normally.

Identity Services Outage affecting customers

2023-06-23T13:16:00+00:00

Identity Services is being investigated.

[2023-06-23 13:16 UTC] Foundry Identity Services were running unhealthy. This could have impacted multiple customers.

[2023-06-23 14:00 UTC] The services are restored back and it is running healthy.

[2023-06-23 16:21 UTC] We have captured all the logs and required information, our internal teams are investigating the issue.

[2023-06-26 17:21 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-06-27 18:45 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-06-28 14:00 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-06-29 12:45 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-06-30 10:00 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-07-01 15:01 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-07-02 16:01 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

[2023-07-03 10:01 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

Root Cause Analysis: During this incident It was observed there were evidences of failed communication between the Authentication VM hosted on US EAST region and one of the internal data source with IOExceptions followed by connection reset impacting the customers traffic with an authentication failure. IOExceptions were sourced from an unhealthy state of the connection objects in the VM.

Remediation: As this is a very very rare scenario to track down we have positioned additional automated observability with different anomaly conditions and are being observed spontaneously. In order to prevent such cases in future VoltMX Engineering is putting additional capabilities within is the product an improved visibility into the object’s health for better management of these objects in the VM.

CVE-2021-44228 Discovered

2021-12-10T17:37:00+00:00

~~There is no impact to customer’s runtime environment at this time~~. As always, we would encourage customers to use caution when uploading custom Java code to their environments.

[2021-12-13 11:54 UTC] There is an additional attack vector reported against the log4j vulnerability and the teams are looking to see if this applies to VoltMX Cloud.

[2021-12-13 11:54 UTC] The is a risk from the latest log4j attack vector and we are patching the affected products and will be updating clusters in the coming hours.

[2021-12-14 08:14 UTC] Resolved. All VoltMX environments are fully patched for CVE-2021-44228.

AWS Outage affecting US Virgina customers

2021-12-06T15:37:00+00:00

AWS Regional outage in Virgina is being investigated.

[2021-12-07 15:45 UTC] The underlying Virginia region is returning API errors for many services. We are working with AWS to understand the issues, impacts, and recovery timeline.

[2021-12-07 22:35 UTC] The underlying Virginia region is returning to normal. There was no outage of the VoltMX runtime services, but custom code that directly invoked AWS APIs from customer written services may have failed. The ability for customers to deploy updates was impacted as this activty requires API calls to some of the impacted AWS services.

[2021-12-07 23:03 UTC] Resolved. The issues that resulted from the network failure have been addressed, services are restored, and the serivce backlog has recovered.