Platform: Global – Issue with the PCS Session Recording Collector

Incident Overview
On July 24, 2025, from 11:07 AM to 1:20 PM Central, Platform customers worldwide experienced failures when uploading Session Recordings and Audit events from the on-premise Audit Collector.
This issue affected Privilege Control for Servers and Server Suite customers sending session data to the Delinea Platform. The session recordings and associated metadata remained cached on the endpoints throughout the incident, so no customer data was lost.

Root Cause
A recent backend update introduced changes to how session recording and audit event traffic is routed within our systems. In production, some traffic was still being directed to a legacy endpoint that did not fully support the updated communication method. As a result, uploads from affected customers were rejected until routing was corrected.

Resolution
The configuration was updated so that affected services now point directly to the correct endpoint. This restored the ability for Audit Collectors to upload session recordings and audit events to the platform.

Preventive Actions

• Align configuration between non-production and production environments to ensure consistent behavior during testing and deployment.
• Enhance automated testing to verify that the Audit Collector can successfully upload session recordings to the platform before releases.