Harmony SASE: Users may experience network connectivity issues - US Data Residency

This incident has been resolved.

We are continuing to monitor for any further issues.

Issue is resolved
We are monitoring the system

All gateways were reloaded and now resolving
In a few minutes we expect all users to connect properly

We are continuing to investigate this issue.

The change was rolled out to all customers
Some customers still unable to connect to some networks after some gateways lost sync to the backend

We have the list of affected population and are looking to resolve the gateways ASAP

80% of US workspaces have been resolved

Rollout continues to customers while tracking the load carefully on the database
Early customers reported successful results

Agent connectivity stability is consistent over a time in internal workspace
We have started rolling out to customers a change to secure agent connection

We are able to connect with the agent on internal workspaces, and are looking to expand this to all customers
Next update: 30 minutes

Investigation still continues
Next update: 30 minutes

Investigation continues with focus on the agent instability
Next update: 30 minutes

Some services have restored, like the web platform logins and some zero trust applications. Agent login is still incomplete
We are tracking stability and addressing other components

The load was reduced however the platform is still unstable
ETA is not available, investigation continues

The instances were rebooted and the platform is loading and tracking the load.
We continue the investigation on the load generator

We completed 50% of restarting the database instances to clear the load per the vendor's technical analysis and are looking to complete all instances.
ETA is 15 minutes for completion of this phase

Investigation is ongoing.
We are working with our database vendor support to resolve the issue.

Investigation is ongoing

Investigation is ongoing.
Although we don’t yet have a definitive ETA for resolution, we are prioritizing mitigations that can take effect immediately once confirmed.

Analysis is ongoing. ETA is currently not available

Investigation is still in progress. While there are no new findings at this time, multiple teams remain actively engaged.
Next update will be provided within 30 minutes or as soon as new information becomes available.

We continue to investigate the issue affecting user connectivity. Our current analysis confirms that the impact is inconsistent - some users are able to connect without issues, while others are being denied access.

The behavior is tied to one of our core back end services, which is operating in a degraded state and fails to meet replies in a timely fashion. We are collaborating with multiple internal teams to isolate the fault and validate recovery options.

We understand the impact this may have on your operations and appreciate your patience as we work to resolve it. We will provide the next update within 30 minutes or as soon as we have new findings.

Investigation for the root cause is still ongoing. All hands on deck.

Our investigation into the intermittent connectivity issue is still ongoing.
While we don’t have new findings to share at this time, the issue remains a top priority and our teams are actively working to identify the root cause.

We will continue to provide updates regularly, or sooner if there is any meaningful progress.

We are currently observing intermittent issues with one of our core back-end services. As a result, some users are able to connect successfully, while others are experiencing connection failures.

Our engineering teams are actively investigating the issue. We will share further updates as soon as more information becomes available.

Thank you for your patience.

We are witnessing connectivity issues reported from different customers. New connections may fail to establish. Sign-in is unaffected.

We are investigating the issue further and will provide an update shortly.