AWS Outage Impacting Us-East-1 - 20 October 2025

Incident Report for Actionstep Practice Management

Postmortem

Post-Incident Summary: North America (US-East-1) – AWS Outage Impact – October 20, 2025

Incident Overview
On October 20, 2025, Actionstep services in the US-East-1 region were affected by a widespread outage within Amazon Web Services (AWS). This incident originated from AWS infrastructure and impacted many cloud-based platforms globally, not just Actionstep. As a result, customers experienced degraded performance and intermittent downtime across the Practice Management and Legal Accounting platforms.

Impact
The outage occurred between approximately 9:39 a.m. and 2:19 p.m. MDT. During this period, some customers in North America experienced slow performance, timeouts, and temporary unavailability of certain features. The issue was entirely due to an AWS infrastructure failure and was not caused by Actionstep systems or changes.

Resolution
AWS restored functionality in the affected region, after which Actionstep systems automatically recovered. Our engineering team closely monitored the recovery process and validated all environments to confirm full stability and normal operation.

For more information about this outage, please see the AWS website: Service health - Oct 20, 2025 | AWS Health Dashboard | Global

Next Steps
We are reviewing our communication and monitoring processes to ensure faster updates and improved transparency during third-party service disruptions. We are also exploring additional resilience measures to minimize the impact of future upstream provider outages.

Acknowledgement
We understand the disruption this caused and apologize for the impact on your firm’s operations. While this incident originated outside of Actionstep’s control, we remain committed to maintaining system reliability and ensuring clear, timely communication during any service interruption.

Posted Oct 21, 2025 - 09:26 NZDT

Resolved

Resolved – Practice Management Platform (AWS US-East-1)

This incident has been resolved.

AWS has fully restored services in the US-East-1 region, and the Practice Management Platform is now operating normally. Performance and access have returned to expected levels across all customer environments.

A post-mortem report outlining the impact and timeline of this incident will be published on this page once completed.

Thank you for your patience while we monitored recovery and validated systems.

If you experience any ongoing issues, please contact us at https://support.actionstep.com/support/tickets/new or email support@actionstep.com

Posted Oct 21, 2025 - 09:19 NZDT

Update

Update – Practice Management Platform (AWS US-East-1)

AWS has confirmed that services in the US-East-1 region have been restored. We are now seeing our servers fully back online, and the Practice Management Platform should be accessible again.

Please note that performance may be slower than usual as systems recover and traffic levels normalize. Our team will continue to monitor stability closely.

If you are still experiencing any issues, please contact us via https://support.actionstep.com/support/tickets/new or email support@actionstep.com

We’ll post a final confirmation once system performance has fully stabilized.

Posted Oct 21, 2025 - 08:40 NZDT

Update

Posted Oct 21, 2025 - 08:39 NZDT

Update

AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing improvement in availability across the Practice Management Platform.

Some customers may now be able to access the platform, though some may still experience slow performance or intermittent errors as services stabilize.

Our team is closely monitoring AWS’s recovery and validating all affected environments.

We’ll continue to post updates until full service restoration is confirmed.

If you need assistance, please contact us at support.actionstep.com/support/tickets/new

Posted Oct 21, 2025 - 08:37 NZDT

Update

AWS has reported that errors in the US-East-1 region are still beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform.

Our team is closely monitoring AWS’s recovery and validating all affected environments.

We’ll continue to post updates until full service restoration is confirmed.

If you need assistance, please contact us at support.actionstep.com/support/tickets/new

Posted Oct 21, 2025 - 08:18 NZDT

Update

AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform.

Our team is closely monitoring AWS’s recovery and validating all affected environments.

We’ll continue to post updates until full service restoration is confirmed.

If you need assistance, please contact us at support.actionstep.com/support/tickets/new

Posted Oct 21, 2025 - 07:38 NZDT

Update

AWS continues to report steady recovery within the US-East-1 region, and we’re seeing some availability across the Practice Management Platform.

Our team remains actively monitoring AWS’s progress and validating all impacted environments.

If you need assistance, please reach out at support.actionstep.com/support/tickets/new
or email support@actionstep.com

We’ll continue to share updates until full service restoration is confirmed.

Posted Oct 21, 2025 - 07:28 NZDT

Update

Posted Oct 21, 2025 - 07:06 NZDT

Update

AWS is reporting that errors within the US-East-1 region are beginning to subside, and we’re seeing improving availability across the Practice Management Platform.

Our team remains actively monitoring AWS’s progress and validating all affected environments.

If you need assistance, please reach out at support.actionstep.com/support/tickets/new
or email support@actionstep.com

We’ll continue to share updates until full service restoration is confirmed.

Posted Oct 21, 2025 - 06:50 NZDT

Update

Posted Oct 21, 2025 - 06:40 NZDT

Update

Update – Practice Management Platform (AWS US-East-1)

AWS has reported continued recovery across the US-East-1 region, and we are observing improved availability within our Practice Management Platform.

Our team continues to monitor AWS’s recovery efforts and validate all affected environments.

If you require assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at support@actionstep.com

We’ll provide another update once full restoration is confirmed.

Posted Oct 21, 2025 - 06:19 NZDT

Update

Posted Oct 21, 2025 - 05:58 NZDT

Update

Update – AWS US-East-1 Outage

AWS continues to make progress in restoring services within the US-East-1 region, and we are beginning to see partial recovery across some customer environments.

Our team is actively monitoring the situation and validating system stability as services come back online. Access may continue to be intermittent during this period.

Our support systems remain available — if you need assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new
or email us directly at support@actionstep.com

We’ll share another update once AWS confirms full resolution.

Posted Oct 21, 2025 - 05:33 NZDT

Monitoring

Update – Ongoing AWS US-East-1 Outage

The AWS outage impacting our US-East-1 region remains ongoing. While some recovery progress has been reported by AWS, our affected services are not yet fully operational.

We continue to monitor AWS’s recovery efforts and will restore full functionality as soon as their systems stabilize.

Our support systems are operational, and our team remains available for assistance via https://support.actionstep.com/support/tickets/new or emailing us directly at support@actionstep.com

We’ll post another update once AWS confirms full resolution.

Posted Oct 21, 2025 - 05:09 NZDT

Update

We’re currently experiencing an outage affecting customers in the US-East-1 region. The issue has been identified as part of a broader AWS service disruption, and our team is monitoring their recovery efforts closely.

We’ll provide updates as soon as AWS confirms resolution. Thank you for your patience.

In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

Posted Oct 21, 2025 - 04:52 NZDT

Update

We are continuing to work on a fix for this issue.

Posted Oct 21, 2025 - 04:51 NZDT

Identified

We are writing to inform that our team is aware of an outage affecting Us-East-1 that began on October 20.

Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. However, this is linked to the outage caused by our 3rd party server host, AWS.

We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible.

In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

Regards,
Actionstep Support Team

Posted Oct 21, 2025 - 04:39 NZDT

This incident affected: Login / Launchpad and USA (East).