Is Lucidworks Platform Down?

After an exhaustive review of error logs, we have verified that the impact was contained to a handful of Lucidworks Search customers, and have already taken action to rotate all affected credentials. Lucidworks Search implementations include a failsafe mechanism to fall back to lexical-only search in the event that LWAI is unreachable, which would have prevented search errors from any impacted customer environments.  Clients with custom Lucidworks Fusion implementations are encouraged to ensure their particular implementation employs a similar mechanism, following our standard best practice guidance. Out of an abundance of caution, we will leave the cleanup job that was at the source of this issue turned off over the weekend. The fix for it has already been tested and verified, and will be deployed to production under scrutiny on Monday, August 10. Any customer still experiencing any issues is encouraged to please follow up with your Lucidworks Customer Excellence representative or Lucidworks Support for further details and assistance. --- [2026-08-07T23:14:05.370Z] (monitoring) We have identified the issue to be caused by a background cleanup job that began unintentionally rotating customer application credentials in certain scenarios, beginning around 1700 UTC on August 5.  The job runs periodically, and only in specific edge cases will erroneously identify a given set of client credentials as needing to be replaced. We have disabled this job in order to mitigate the issue so that it cannot continue to affect any additional customers.  We are producing a report of affected client credentials and Lucidworks Support will be reaching out to each directly via Zendesk to inform them of what needs to be done in order to resolve the issue. A fix for the underlying bug has been prepared and is currently undergoing testing before being rolled out to our production environment.  We will post another update here as soon as that has been deployed. --- [2026-08-07T22:54:12.477Z] (investigating) A subset of Lucidworks Platform, Lucidworks AI, and Connected Search customers are currently experiencing a service disruption related to invalid credentials. End users relying on search and AI capabilities across impacted clients may experience request failures. The root cause of this issue is currently under investigation, but is initially believed to be related to an unintended secret rotation within the Lucidworks Platform backend that only affects certain customer applications. We are actively investigating the situation to fully determine the cause and mitigate the disruption. We will provide further updates as soon as more information becomes available.

Connected Search and the Lucidworks Platform are fully operational, having experienced no service degradation.  The root cause was confirmed to be isolated to a single customer issuing search requests using invalid credentials. The issue was validated and resolved after confirming all backend systems and platform functionality remained operating normally. Other customers utilizing the Lucidworks Platform are experiencing no impact. Please contact Lucidworks Support (https://support.lucidworks.com/hc/en-us) for any questions or assistance needed. --- [2026-08-06T15:48:52.718Z] (identified) The Connected Search service disruption is limited in scope to a specific client configuration. Affected customers are experiencing 401 Unauthorized response codes related to invalid authorization credentials when attempting to perform search queries through this integration, preventing end users from receiving search results or suggestions. We have confirmed that this issue is isolated to requests using invalid or expired credentials and that backend services and Connected Search functionality remain fully operational for all other clients. We are actively reproducing the exact credential behavior to resolve the disruption. Further updates will be provided as additional details become available. --- [2026-08-06T15:03:30.854Z] (investigating) Lucidworks is currently responding to a report of service disruption affecting Connected Search functionality. While administrative operations within the Lucidworks Platform dashboard remain fully functional, external search operations for a subset of customers utilizing Connected Search are experiencing impact. End users accessing search through affected external applications are currently unable to receive search results or predictive suggestions. We are actively investigating this issue to identify the underlying cause and restore standard operation. Further updates will be provided as additional details become available.

# Summary On July 27, 2026, at 17:56 UTC, the Secure Sockets Layer/Transport Layer Security \(SSL/TLS\) certificate serving the Lucidworks SaaS Platform domains expired. Users attempting to access the SaaS Platform UI at [platform.lucidworks.com](http://platform.lucidworks.com) received certificate errors, and Beacon signal collection via [api.lucidworks.com](http://api.lucidworks.com) was interrupted. Query serving by underlying search services was not affected, and Lucidworks AI continued to function. Investigation confirmed that the certificate covering [platform.lucidworks.com](http://platform.lucidworks.com), [api.lucidworks.com](http://api.lucidworks.com), and an internal domain had reached its expiration date without a replacement in place. The certificate was managed through a manual renewal process. Advance expiration warnings did not reach the responsible team, in part due to a delivery failure in the alert-notification pipeline, which is currently under investigation with the relevant vendors. Lucidworks generated a replacement certificate, completed domain ownership validation, and deployed the new certificate to the affected load balancers. Lucidworks engineers confirmed the new certificate was serving and verified that all affected services had returned to normal operation. Following a period of stable monitoring, the incident was confirmed to be fully resolved at 19:24 UTC. # Root Cause TLS connections to [platform.lucidworks.com](http://platform.lucidworks.com), [api.lucidworks.com](http://api.lucidworks.com), and an internal Production domain are secured by a shared Subject Alternative Name \(SAN\) certificate. This certificate was historically issued through a third-party certificate authority and renewed through a manual rotation process. Other Lucidworks domains and services use separate certificates and were not affected. The certificate reached its expiration date on July 27, 2026, at 17:56 UTC without a replacement having been issued. When the certificate expired, TLS connections to the affected domains failed, rendering the SaaS Platform UI inaccessible and interrupting Beacon signal ingestion. Advance warning of the expiration existed but did not result in action. A synthetic monitoring test generated a 30-day advance alert on June 27, 2026, which was delivered to an internal alert channel but was not acted upon. The monitoring test continued to run and fire as designed, but beginning on July 1, 2026, alerts stopped being delivered from the monitoring platform to the downstream incident management system, so the scheduled follow-up notifications and pending outage escalations never reached the responsible team. This delivery failure was silent — no monitoring existed on the alert pipeline itself — and is under active investigation with the vendors of our monitoring platform and incident management system. Review of the response itself found no platform defect. When the expired certificate was identified, replacement issuance, validation, and deployment proceeded without error. As part of the replacement, Lucidworks changed certificate providers rather than renewing through the incumbent certificate authority. Because this was the first certificate issued through the new provider for these domains, Domain Name System \(DNS\) domain ownership validation was required before the certificate could be issued. This one-time validation requirement increased Lucidworks’ overall time to resolve the issue. Subsequent issuance through this provider will not require repeating this validation step. # Lucidworks Actions Lucidworks has taken or will take the following actions as a result of this incident: * Eliminate the manual rotation step entirely * Determine the root cause and fix the alert-delivery failure between the monitoring platform and the incident-management system, in coordination with both vendors * Escalate certificate expiration alerts to a paged alerting path that requires acknowledgment and is separated from lower-urgency notification traffic # Recommended Client Actions No client action is required. Signals sent to the Beacon endpoint during the incident window \(17:56–19:01 UTC on July 27, 2026\) were not ingested and are not recoverable. Analytics for this period may reflect a corresponding gap in data or dip in graphs. Clients with questions or observations not described in this report are encouraged to contact Lucidworks Support. --- [2026-07-27T19:24:02.089Z] (resolved) The incident has now been fully resolved and validated. All previously-affected Lucidworks services and software are operating normally. Platform users can access the SaaS Platform UI without encountering errors. Signals Beacon data collection is once again functioning as well. The service disruption was caused by an expired SSL certificate. To resolve the issue, new certificates were successfully deployed. A postmortem report will be shared here within 1 business day. --- [2026-07-27T19:03:25.786Z] (monitoring) New certificates have been configured to mitigate the disruption, and internal testing has confirmed that all services are stable and available. Lucidworks services and software are once again fully operational. End users are experiencing no impact. We are continuing to actively monitor system performance to ensure ongoing stability before providing a final resolution update. --- [2026-07-27T18:53:44.016Z] (identified) As the Lucidworks Signals Beacon sends data to api.lucidworks.com, it is affected more significantly by this incident than other products. Analytics Studio customers may see a gap in signals data collection through the duration of this incident. We will provide another update here as soon as the certificates have been replaced. --- [2026-07-27T18:42:02.731Z] (identified) Our monitoring failed to sufficiently alert us ahead of time to pending certificate expirations for 3 of our subdomains (platform, api, and internal.lucidworks.com). We are currently generating new certificates and will update this posting as soon they have been put into service. --- [2026-07-27T18:19:59.859Z] (investigating) The Lucidworks SaaS Platform is currently experiencing a widespread service disruption affecting administrative controls. Users are unable to access the SaaS Platform UI and are receiving certificate error responses. End users are not impacted, as all other services remain operational.  We are aware of the underlying issue and are actively working to rectify it. We will provide further updates as soon as that fix is in place.