Documents are inaccessible for some regional ISP users

Update timeline

1. investigating Apr 17, 2026, 03:21 PM UTC

   We are currently investigating an issue where some users are unable to access documents. Our initial findings indicate that this is isolated to specific regional internet service providers. The issue appears to be related to the provider's default DNS servers failing to resolve some AWS content. We will follow up with additional information as it becomes available.

2. monitoring Apr 17, 2026, 04:29 PM UTC

   We have contacted the relevant internet service providers exhibiting this issue in order to share our findings. We are now awaiting confirmation that they are taking the actions necessary to resolve the DNS resolution errors.

3. resolved Apr 29, 2026, 10:08 PM UTC

   We previously provided guidance to the relevant ISPs for them to address stale DNS records. We will continue to monitor for any additional reports and will reopen this incident if necessary.