Outage in Palo Alto Networks

IOT Security Solution Portal DNS Unresolve

Resolved Major
August 14, 2023 - Started 9 months ago - Lasted about 3 hours
Official incident page

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Outage Details

WHAT: IoT Portal DNS is Not resolved. WHEN: Start from 6AM PST, Aug 14, 2023 WHERE: US, Government, AU, CA, JP, AU, SG, EU regions Status: We are investigating the cause and recovering. We noticed AWS (Route53) hosted DNS service is not resolving IoT Portal Domain names, causing portals down. We are working on recovery. SUPPORT: We will provide status updates before and throughout the maintenance.
Components affected
Palo Alto Networks IOT Security App (US) Palo Alto Networks IoT Security Government
Latest Updates ( sorted recent to last )
RESOLVED 9 months ago - at 08/14/2023 05:39PM

Update: Remedy was applied. All portals should be loading now.
Summary of cause: We will provide RCA on the incident.

MONITORING 9 months ago - at 08/14/2023 05:37PM

Update: Remedy was applied, we are still recovering as this DNS issue impacted data pipline as well.
Summary of cause: DNS failure is clear, but we are still root-causing the failures with AWS and PANW IT teams.

MONITORING 9 months ago - at 08/14/2023 05:27PM

Update: A remedy on DNS has been applied. It takes hours to populate global DNS caches.

IDENTIFIED 9 months ago - at 08/14/2023 05:26PM

We are continuing to work on a fix for this issue.

IDENTIFIED 9 months ago - at 08/14/2023 04:43PM

Update: AWS Support team is still working on the resolution.

INVESTIGATING 9 months ago - at 08/14/2023 03:32PM

Update: We are still working with AWS support on resolution.

INVESTIGATING 9 months ago - at 08/14/2023 02:56PM

WHAT: IoT Portal DNS is Not resolved.

WHEN: Start from 6AM PST, Aug 14, 2023

WHERE: US, Government, AU, CA, JP, AU, SG, EU regions

Status: We are investigating the cause and recovering.

We noticed AWS (Route53) hosted DNS service is not resolving IoT Portal Domain names, causing portals down. We are working on recovery.

SUPPORT: We will provide status updates before and throughout the maintenance.

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