Outage in ConnectWise

Investigating - SaaS Backup - Unable to access SaaS Backup portal

Resolved Major
February 15, 2023 - Started over 2 years ago - Lasted 3 days

Incident Report

We are currently investigating an issue where users are not able to access the SaaS Backup portal from ConnectWise ITS portal. This is a connectivity issue with the portal and is not impacting the backups that have been configured.
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Latest Updates ( sorted recent to last )
over 2 years ago - at 02/15/2023 12:22PM

We are currently investigating an issue where users are not able to access the SaaS Backup portal from ConnectWise ITS portal. This is a connectivity issue with the portal and is not impacting the backups that have been configured.

over 2 years ago - at 02/15/2023 01:41PM

We are still investigating the access issue with SaaS Backup portal. We have observed that when a user connects in Incognito mode, the session gets successfully established with the SaaS Backup portal. We will provide periodic updates as and when new information is available.

over 2 years ago - at 02/15/2023 03:32PM

We have identified the root cause of the issue related to the user session breaking and working with the concerned team to resolve it.

over 2 years ago - at 02/15/2023 06:03PM

We are continuing to investigate the issue and expect a resolution by 11:30 PM EST.   In the meantime, partners who are experiencing this issue can contact the ConnectWise NOC for assistance in accessing their SaaS backup accounts. We thank you for your patience.

over 2 years ago - at 02/16/2023 08:00AM

It is taking longer than expected to implement the proper fix for the issue. We are continuing to investigate and shall provide another update by 9 AM EST. As recommended earlier, partners experiencing the access issue with SaaS Backup portal should contact ConnectWise NOC for a workaround.

over 2 years ago - at 02/16/2023 03:57PM

We want to notify you that a fix for this issue will require an update to our cloud infrastructure which will be carried out at the earliest during off business hours/over a weekend. We will provide another update once the cloud maintenance is completed.

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