Resolved -
This incident has been resolved.
Jan 24, 00:51 UTC
Update -
Incident Timeline:
Problem first reported: 8:15 AM Central time on 01/21/2026
Problem resolved: 08:45 AM Central Time on 01/21/2026
Root Cause: The issue occurred as the Primary node of the network device in the NCUS region stopped responding and did not fail over in a graceful way to the secondary node. The unresponsiveness is currently attributed to a recent upgrade of the network software which impacted the way it handled a surge in web traffic.
Resolution: Rebooting the impacted network device has resolved the issue and restored normal operations.
Prevention: The following steps were taken:
1. The resources on the Network devices have been increased to reduce the possibility of inconsistent load causing the issue to reoccur.
2. Alerting has been verified to ensure the rights teams are able to act with minimal downtime if manual intervention is required.
3. The Smart Cloud team is actively engaged with the network software vendor to understand the issue with the software release and to work on a fix.
4. The vendor now has confirmed they have identified the root cause of the problem and will be releasing a patch shortly, which we will implement for testing & deployment, as soon as it is available.
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Jan 23, 16:04 UTC
Monitoring -
The issue has been identified and a fix has been implemented and access to applications has been restored. Users can try to close existing sessions and open a fresh session to test access. Please contact support if you are still seeing issues,
Jan 21, 15:02 UTC
Investigating -
We have received reports that multiple customer estates are unable to connect to applications in Smart Cloud. This is being observed across multiple applications, including both web and desktop. We are aware of this issue and are actively working on this.
Jan 21, 14:32 UTC