Outage in Prisma by Palo Alto
Intermittent user group sync service issue affecting Prisma Access customers (SP-498) : Cloud Identity Engine
Resolved MinorIncident Report
We are currently investigating an issue affecting Cloud Identity Engine
Status: Investigating
Severity: Degraded
Affected Locations: Riyadh, Tel Aviv
Customer Impact: We are currently experiencing an issue that affects the user group sync service.
Customer Impact: The Prisma Access customers may experience delays in users/groups sync from CIE to the Security Processing Nodes (SPNs) for any newly added users/groups.
Existing Users/Groups -NO IMPACT. All existing users and groups, and their associated network traffic, will continue to function normally without disruption or performance degradation.
The Engineering team and the SRE team are actively working on this issue. The next update will be shared by Jan 28 22:00 UTC.
Workaround: There are no current workarounds at the moment. We will provide updates as we learn more.
Customer Impact: The Prisma Access customers may experience delays in users/groups sync from CIE to the Security Processing Nodes (SPNs) for any newly added users/groups.
Existing Users/Groups -NO IMPACT. All existing users and groups, and their associated network traffic, will continue to function normally without disruption or performance degradation.
The Engineering team and the SRE team are actively working on this issue. The next update will be shared by Jan 28 22:00 UTC.
Workaround: There are no current workarounds at the moment. We will provide updates as we learn more.
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Latest Updates ( sorted recent to last )
RESOLVED
14 days ago - at 01/29/2026 08:08PM
Update: Status changed to Resolved.
Status: Resolved
Severity: Degraded
Affected Locations: Barcelona, Cape Town, Chennai, Doha, Madrid, Riyadh, Rome, São Paulo, Taipei, Tel Aviv, Warsaw
Customer Impact: The Engineering and the SRE team have rolled out the fix and the status of the service is being monitored.
Workaround: There are no current workarounds at the moment.
Thank you for your patience.
MONITORING
15 days ago - at 01/28/2026 10:54PM
Update: Changes to Customer Impact.
Status: Monitoring
Severity: Degraded
Affected Locations: Barcelona, Cape Town, Chennai, Doha, Madrid, Riyadh, Rome, São Paulo, Taipei, Tel Aviv, Warsaw
Customer Impact: The Engineering and the SRE team have rolled out the fix and the status of the service is being monitored.
Workaround: There are no current workarounds at the moment.
We are continuing to monitor the situation.
MONITORING
15 days ago - at 01/28/2026 10:50PM
Update: Status changed to Monitoring.
Status: Monitoring
Severity: Degraded
Affected Locations: Barcelona, Cape Town, Chennai, Doha, Madrid, Riyadh, Rome, São Paulo, Taipei, Tel Aviv, Warsaw
Customer Impact: We are currently experiencing an issue that affects the user group sync service.
Customer Impact: The Prisma Access customers may experience delays in users/groups sync from CIE to the Security Processing Nodes (SPNs) for any newly added users/groups.
Existing Users/Groups -NO IMPACT. All existing users and groups, and their associated network traffic, will continue to function normally without disruption or performance degradation.
The Engineering team and the SRE team are actively working on this issue. The next update will be shared by Jan 28 22:00 UTC.
Workaround: There are no current workarounds at the moment.
We are continuing to monitor the situation.
IDENTIFIED
15 days ago - at 01/28/2026 07:59PM
Update: Changes to Edge Location.
Status: Investigating
Severity: Degraded
Affected Locations: Barcelona, Cape Town, Chennai, Doha, Madrid, Riyadh, Rome, São Paulo, Taipei, Tel Aviv, Warsaw
Customer Impact: We are currently experiencing an issue that affects the user group sync service.
Customer Impact: The Prisma Access customers may experience delays in users/groups sync from CIE to the Security Processing Nodes (SPNs) for any newly added users/groups.
Existing Users/Groups -NO IMPACT. All existing users and groups, and their associated network traffic, will continue to function normally without disruption or performance degradation.
The Engineering team and the SRE team are actively working on this issue. The next update will be shared by Jan 28 22:00 UTC.
Workaround: There are no current workarounds at the moment.
We will provide updates as we learn more.
IDENTIFIED
15 days ago - at 01/28/2026 07:56PM
We are currently investigating an issue affecting Cloud Identity Engine
Status: Investigating
Severity: Degraded
Affected Locations: Riyadh, Tel Aviv
Customer Impact: We are currently experiencing an issue that affects the user group sync service.
Customer Impact: The Prisma Access customers may experience delays in users/groups sync from CIE to the Security Processing Nodes (SPNs) for any newly added users/groups.
Existing Users/Groups -NO IMPACT. All existing users and groups, and their associated network traffic, will continue to function normally without disruption or performance degradation.
The Engineering team and the SRE team are actively working on this issue. The next update will be shared by Jan 28 22:00 UTC.
Workaround: There are no current workarounds at the moment.
We will provide updates as we learn more.
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