Clover Outage Friday 30th September 2022 10:46:00

Impacts continue. Clover is continuing to investigate. It is believed that the signature errors are resolved and will only require rebooting the device at this time - which will automatically occur overnight. Issues with finalize are still being investigated. We encourage stores that are having the finalize issue to contact WPS to be added to the investigation list.

Clover has notified us about issues today with errors with signature capture and with finalization attempts. For errors with signature capture, Clover is advising that you reboot the impacted device or consider turning off signature verification. For repeated errors at finalize, please notify WPS so that you can be added to a trouble shooting list on the Clover side.

It has now been approximately 8 hours since Clover changed the status to resolved. Our analytics are showing a pattern of normal operation for Clover devices. The stores we have checked with and heard from are working normally. We are going to close this as fixed. If there are further issues, please escalate them through normal support channels or your technical contacts and we will reopen the tickets. That said, it appears that Clover/Fiserv has fully resolved the issue.

According to our analytics, and communication with several stores this morning, everything points to this being resolved. We are no longer seeing excessive time-outs coming from Clover. Clover has marked the outage as resolved on status.clover.com. We will continue to monitor. If you are still seeing issues and a reboot of the Clover device doesn't resolve it, please contact support or call your technical contact, and we'll reopen the Clover ticket. Again, we'll continue to monitor closely for the next several hours.

We are seeing a number of devices that can successfully transact at this point. We expect that the rest will recover as Clover finishes bringing new capacity online. We'll continue to monitor. Although several stores are back up, we don't plan on closing this incident tonight. Since most stores are now closed, we'll keep the incident open until we are sure that Clover communication is working well under load tomorrow.

Fiserv/Clover is still moving toward a full resolution. We were just told that a spike in transactions and calls occurred as they began to manage the outages, and they are bringing additional capacity online now to meet those needs. Some devices are successfully transacting. They have said that they are shooting for a complete resolution tonight, with a root cause analysis scheduled for Monday. We continue to monitor and will continue to provide updates as we have them.

We are beginning to see some transactions going through successfully. Some transactions are still timing out. We don't have an official update from Clover.

Clover has acknowledged that the issue still exists. They have currently given us no ETA for resolution.

Clover's status page at status.clover.com is reporting operational - they are no longer reporting an issue - but WPS is still seeing errors on all calls to devices. We have asked for an ETA and more information from Clover.

Response from Clover indicates that they are having "service degradation that is impacting a variety of [Clover's] platform services" and that they "are currently investigating and looking to resolve these issues as quickly as possible". They have not yet given us an ETA for a resolution.