# Secureframe: Critical incident: Secureframe Agent unable to connect

**Summary:** Secureframe reported a critical outage: Secureframe Agent could not connect to internal services, leaving it unable to operate and/or report. It lasted 20 h 22 min, from 2024-04-04 21:20 UTC to 2024-04-05 17:42 UTC. Secureframe implemented a fix and said it was working on an Agent update to reduce susceptibility to similar interruptions. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-04-04 21:20 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/rhynwjj30slp](https://stspg.io/rhynwjj30slp)
- [Company: Secureframe](https://rewindex.com/company/secureframe.md)
- Versions: before (none: first archived) → after incident\_version:315/49hy8n3v41j0@bfa9fd74779f
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Secureframe Agent unable to connect
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-04-04 21:20 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-04-05 17:42 UTC
```

**6. Added: Affected components**

```diff
+ Secureframe Agent
```

**7. Added: Update** (investigating) · 2024-04-04 21:20 UTC

```diff
+ The Secureframe Agent is not connecting to internal services at this time. This renders Secureframe Agent unable to operate and/or report. We are working on remediation strategies at this time.
```

**8. Added: Update** (monitoring) · 2024-04-05 17:21 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**9. Added: Update** (resolved) · 2024-04-05 17:42 UTC

```diff
+ This incident has been resolved. We are working on updating the Secureframe Agent to be less susceptible to service interruptions of this nature.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-04-04 21:20 UTC | Critical incident: Secureframe Agent unable to connect (this change) | outage |

All Secureframe changes: [timeline](https://rewindex.com/company/secureframe/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i83a5e054eafe83 · Markdown: https://rewindex.com/change/i83a5e054eafe83.md · JSON: https://rewindex.com/api/v1/changes/i83a5e054eafe83 · Generated 2026-10-18T02:54:37.343Z