Devices unable to come online

We are aware of, and are investigating, issues with some devices not coming online and where users are unable to "VPN connect". Initial assessment of the problem shows that this is not related to our maintenance this morning.

We are working to understand the full impact. More updates to follow shortly.

We have identified that this is a DNS related problem. Some resolving DNS providers are unable to reply to specific domain name requests used by our platforms.

Of the large public DNS resolvers, we see intermittent issues with the following providers:

- Quad9 (i.e. 9.9.9.9)
- AdGuard DNS (i.e. 94.140.14.14)
- KPN (received through SIM DHCP)

We validated that the following public resolvers are responding correctly:

- Google Public DNS (i.e. 8.8.8.8)
- Cloudflare Public DNS (i.e. 1.1.1.1)
- Cisco Umbrella (formerly OpenDNS) (i.e. 208.67.222.222)

A workaround for this problem would be to use the working public DNS resolvers.

Together with our DNS provider, we are checking what causes this intermittent behavior.

Together with our DNS provider we have made changes that should start appearing at all caching nameservers worldwide.

Due to TTL on the affected records, please give 15 minutes for the changes to be active on your side.