Users unable to access applications in Smart Cloud in the NCUS region

Incident Report for Smart Cloud

Resolved

This incident has been resolved.

Posted Jan 24, 2026 - 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.

Please note that all Smart Cloud incident related updates are posted to the Smart Cloud Status Page and all notifications relating to the incidents are only sent to Status Page subscribers. To know how to subscribe to the status page, please see this article: https://smartcommunity.hexagonppm.com/s/article/How-to-Subscribe-to-the-Smart-Cloud-ISL-Jovix-status-page

Posted Jan 23, 2026 - 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,

Posted Jan 21, 2026 - 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.

Posted Jan 21, 2026 - 14:32 UTC

This incident affected: Smart Cloud Shared Services (North Central US).