On Monday, October 20, 2025, at 10:34 a.m. ET, you may be experiencing intermittent system and service issues due to a widespread outage from our cloud-based service provider, Amazon Web Services (AWS).
While most systems are now back online and showing significant improvement, you (and your candidates) may continue to experience intermittent delays for a couple of hours. Based on an assessment as of 5:30 p.m. ET, the following impact is described below:
- Customer Care Phone System. The phone system will remain offline until the Amazon Web Services (AWS) outage has been fully resolved. Chat support continues to remain available at help.fadv.com.
- Reporting. Reports are currently available, however, data refresh will require more time to fully sync; an ETA of Tuesday, October 21, 2025, is expected.
- National Sex Offender Public Website Searches. The National Sex Offender Public website is still offline; delays are expected.
- Candidate Hub Accessibility. Some candidates may have trouble accessing their in-progress workflows via the Candidate Hub. Please recommend they access the system using their Invite link.
- Order impact: If your order failed to submit during the outage, please resubmit for processing.
We will continue to monitor and will share updates as they become available. Thank you for your patience.