Major Incident

Incident Report / Root Cause Analysis
Date: March 3, 2026

Summary

On March 3, 2026, an incident occurred that prevented terminals from communicating with the backend server. The issue was caused by an incorrect configuration implemented on the firewall, which resulted in traffic being unable to reach the intended destination.

Impact

During the incident period, terminals were unable to establish connectivity with the backend server, resulting in service disruption for affected systems.

Timeline

• 14:30 CEST – Incident began. Terminals started experiencing connectivity issues to the backend server.
• 14:30–15:30 CEST – Investigation and troubleshooting were conducted to identify the root cause.
• 15:40 CEST – The issue was resolved and normal operations were fully restored.

Root Cause

The incident was caused by an incorrect implementation of firewall configuration on the system. The configuration change unintentionally prevented traffic from being routed to the correct destination, making the backend server unreachable from the terminals.

Resolution

After identifying the root cause, the recent firewall configuration changes were reverted. This restored the correct routing of traffic and re-established connectivity between the terminals and the backend server.

Preventive Actions

To reduce the risk of similar incidents in the future, Logos will implement the following measures:

• Strengthening change validation procedures prior to firewall configuration deployment.
• Improving monitoring and alerting to detect connectivity issues more quickly.