Smart Client is broken

Kinetic ERP
1

On Friday our Gov Cloud Smart Clients were all failing with a “REST Error”. The Kinetic UI is working fine.
I had a bunch of people asking if Epicor cut off access to Smart Client.
I put in a ticket with Epicor and tried a download and install of smart client - no help.

I also tested a separate gov cloud and that was working as well as a separate direct tennant and the worked also, so i assumed this was some DB specific issue.

It looks like this morning Epicor announced virtually all smart clients are broken?
Can anyone confirm.
DaveO

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I was just able to log onto my Client. It did perform a self-update, but it all went through. Opened fine. So, I can’t say this is ALL instances.

The message does say “… in your region…” so, perhaps that explains why you’re effected and mine is not.

4

Mr. David: Thank you - maybe this will be just a 2 alarm fire :slight_smile:
DaveO

5

Same - we’re public cloud - client came up OK, logged in. Hopefully they’re getting close to resolving across the board.

6

We have been dealing with the same issue since Friday and the help desk has not answered yet…

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Same, having issues with the REST error. Also put in a ticket and they asked for more information, like it was my issue…typical. And yes received the same status that someone else shared here about Smart Client not working. I am using it as an opportunity to force the remaining few people that haven’t started using the web interface, to start using it.

8

EpicCare email update just came in…said to be “resolved”…but if issues continue, restart your site via CMP or open an EpicCare case to get it done for you.

Screencap of the email update text

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Words that scare me in a status update:

“should”

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I just tested our Live. Smart Client still not working.
Put in Ticket to “restart” our instance.

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Support restarted our Instance and the classic smart client is working now.
DaveO

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So I assume restarting the instance takes Epicor completely offline for a small amount of time? Can anyone elaborate on how much time that is typically? I guess we will have to do that as well and I know I can do it via CMP, but don’t want to disrupt the workday.

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Mr. Joshua: I had to submit a ticket for this one - we are Gov cloud.

However, support got it done very quickly. I did not get any new tickets from our users, so that to me means “A New York Second” :slight_smile:

I’m exagerating - it was short.
DaveO

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well it was fixed - for about 1 1/2 hours. It is broken again - Same REST error.

15

Ugh…nothing on the Epicor status page yet. Was able to log on here so it still might not be affecting public cloud

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Over the last three hours, our Technical Support team has seen several Priority 1 cases come in for an “unknown REST exception” error. Customers affected so far include Multi-tenant SaaS 2.0, US Gov Cloud SaaS 2.0, US Public Cloud SaaS 3.0 on Windows, and an on‑premises environment running 2024.1.

Since the issue is showing up across different deployment and hosting types, we are focused on what these environments may have in common. One area we are actively investigating is whether recent .NET Framework updates could be contributing to the behavior.

At this time, the issue has only impacted customers using the Classic UI or Smart Client. As a short-term workaround, restarting the appserver processes has been shown to temporarily clear the errors.

We will share updates as more information becomes available.

17

Thanks Nathan, we are here in support of you and your teams, thanks for what you’re doing and for taking the time to write here.

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This isn’t impacting us, but I do really appreciate the honest report of what’s going on. Thank you!

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Not seeing issues here and our PublicCloud 2025.2.16 Live setup is still on Windows. Shoot me a message if there’s something I can do from my end to help eliminate any possibilities.

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@NateS I don’t know if we have issues cause we don’t use the smart client, but I’m just sending support Nathan’s way as it’s been a day im sure.