Major incident

Parchment: Timeout Issues - Administrator Accounts

Affected: Parchment Award - Transcript Services, Parchment Award - Diploma, Certificate, Badge, CLR, Parchment Analyze/Recruit

Current status of Parchment: Under maintenance — live Parchment status

Timeline

1. May 26, 2026, 16:36 UTC
   investigating
   We're investigating new reports of users having trouble accessing their Parchment Administrator accounts. We'll share an update as soon as we have more information.
2. May 26, 2026, 17:40 UTC
   investigating
   We are continuing to investigate this issue.
3. May 26, 2026, 17:42 UTC
   investigating
   We are continuing to investigate this issue.
4. May 26, 2026, 20:08 UTC
   investigating
   Our investigation is ongoing. We'll share further updates as more information becomes available.
5. May 26, 2026, 21:21 UTC
   investigating
   We are continuing to investigate this issue.
6. May 26, 2026, 21:32 UTC
   identified
   The issue has been identified and a fix is being implemented.
7. May 26, 2026, 21:58 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
8. May 27, 2026, 14:00 UTC
   monitoring
   Our team is closely monitoring our system for any further issues.
9. May 27, 2026, 15:58 UTC
   investigating
   We're investigating new reports of users having trouble accessing their Parchment Administrator accounts. We'll share an update as soon as we have more information.
10. May 27, 2026, 17:18 UTC
    investigating
    We are continuing to investigate this issue.
11. May 27, 2026, 18:24 UTC
    investigating
    We are continuing to investigate this issue.
12. May 27, 2026, 19:42 UTC
    investigating
    We are continuing to investigate this issue.
13. May 27, 2026, 20:20 UTC
    monitoring
    After scaling infrastructure in our registration suite, and applying fixes in our user directory & our registration suite, we have mitigated the issue. The core issue appears to have been a bug in our user sync that was attempting to sync many times for a single user, which was effectively hammering our login infrastructure and causing the degraded service. We fixed the bug and now only sync once per user.
14. May 27, 2026, 21:43 UTC
    resolved
    This incident has been resolved.

Updates as published by Parchment (original).