Incident Timeline: Problem first reported: 8:00 AM Central time on 11/25/2025 Problem resolved: 08:30 AM Central Time on 11/25/2025 Problem re-occured at: 06:40 AM Central Time on 11/26/2025 Problem resolved at: 06:45 AM Central Time on 11/26/2025.
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.
Posted Dec 08, 2025 - 15:04 UTC
Monitoring
We have implemented a fix and the issue is now resolved. Please clear your session and re-attempt to connect to the application. Please contact support if you are still seeing issues.
Posted Nov 25, 2025 - 14:42 UTC
Investigating
WE are currently receiving reports that Smart Cloud Customers in the NCUS region are facing connectivity issues across multiple products. We are aware of this issue and are actively working on this.
Posted Nov 25, 2025 - 14:19 UTC
This incident affected: Smart Cloud Shared Services (North Central US).