On January 29, 2026, our eChat service experienced an intermittent disruption that impacted user communication and system stability. Users may have encountered persistent "SyncData2010_Fail Session Expired" pop-up messages and experienced difficulties sending or receiving messages, loading chat history, or initiating new sessions. Our engineering and CRM teams worked together to identify and resolve the issue, restoring full service functionality.
All times are in MST on January 29, 2026:
The incident was caused by an incorrect system configuration. Specifically, during a routine update or background process, the eChat service began utilizing an incorrect test configuration file instead of the required production settings. This caused the system to look for data in the wrong locations and prevented the eChat web server from successfully connecting to the internal servers responsible for maintaining active chat sessions.
To resolve the incident, our DevOps team redeployed the eChat service with the correct production configuration. This fresh deployment cleared the invalid settings and restored the necessary connections between our internal components. Following the redeployment, we monitored the environment closely to ensure the "Session Expired" errors ceased and that 5XX error counts returned to healthy levels. We are currently reviewing our deployment pipeline to prevent incorrect configuration files from being applied to production environments in the future.