Detailed RCA

On 23 and 24 February 2026, some Policy Data tasks with Autocompletion enabled became stuck during processing and could not be opened by users. This prevented certain journeys from progressing.

The issue was caused by a newly introduced documents-related data source that was not fully enabled in one of our supporting services. When a recent update began calling this data source, the request failed and the task processing stopped.

A fix was deployed on 23 February and service was restored. On 24 February, an unrelated rollback of the same service unintentionally removed the fix, which caused the issue to reoccur. The correction was redeployed and affected journeys were remediated.

No data loss or data corruption occurred at any time. The impact was limited to tasks being stuck and unavailable until fixed.

Event Timeline

February 23rd/24th (UTC)
​
​23rd
​

5:58pm GMT - Initial Incident
8:16pm GMT - Incident Resolved

24th

1:10pm GMT - Rollback of service reintroduced issue

4:20pm GMT - Incident Resolved and Journeys remediated
​

Services Impacted

Root Cause Analysis
​

A newly developed documents-related data source was deployed but not fully enabled in the supporting service. This did not cause immediate issues because it was not yet being used.

Impact

Policy Data Tasks where autocompletion was enabled became stuck, halting journey progression

Corrective Actions

Improved Automated Testing

Improve Autocompletion Resilience

Strengthen Release and Rollback Controls

The issue was introduced by a deployment change made to mitigate an unrelated problem. That change exposed a defect in the data task autocomplete logic, which prevented certain tasks from completing automatically and caused some journeys to remain in a pending state.

The impact was limited to the autocomplete behavior. No data integrity issues or data loss occurred. The defect has been identified and resolved, and all affected journeys were remediated.

Full RCA to be provided in next few days

Fix and remediation fully verified and system has returned to normal operating status.

Fenergo apologises for any interruptions to customers service and RCAs will be provided on this page over coming days

Fix and remediation has been completed. We will continue to monitor for next few hours

Fix has been deployed on all tenants and data remediation is correctly ongoing.

Fix will be deployed and affected journeys remediated within 60 minutes.

Fenergo have identified Root Cause and are actively working on a fix

Fenergo are investigating an issue with the completion of Auto-Completion data tasks