Cradlepoint experienced a major incident on October 7, 2021, lasting 1d 2h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Oct 07, 2021, 03:51 PM UTC
We are currently having an issue with accessing the NetCloud Perimeter management plane and some clients are experiencing an issue connecting. We apologize for this inconvenience.
- identified Oct 07, 2021, 04:36 PM UTC
We understand the issue and are working to resolve it. We apologize for the inconvenience.
- identified Oct 07, 2021, 06:44 PM UTC
We are continuing to work on a fix to address this issue.
- investigating Oct 07, 2021, 08:40 PM UTC
We identified and fixed an issue but there is still another problem the team is investigating.
- identified Oct 07, 2021, 11:36 PM UTC
The team is working on resolving things but it is taking time to address. We sincerely apologize for the inconvenience and issues.
- monitoring Oct 08, 2021, 04:29 AM UTC
We have addressed the issue and are monitoring.
- monitoring Oct 08, 2021, 12:43 PM UTC
The system recovered but we are seeing some issues with laptop clients not connecting that we are addressing.
- monitoring Oct 08, 2021, 02:07 PM UTC
We are also aware that some customers may see a load error on their NCM perimeter page that we are addressing.
- monitoring Oct 08, 2021, 03:58 PM UTC
We are continuing to monitor for any clients that may still have some issues connecting.
- resolved Oct 08, 2021, 06:36 PM UTC
This incident has been fully resolved.
- postmortem Oct 09, 2021, 01:06 AM UTC
Cradlepoint's engineering team has completed a Root Cause Analysis \(RCA\) of the service disruption that occurred on October 7th 2021. Please follow the link below to view the RCA in our Customer Connect Community. Any questions or concerns please contact Cradlepoint Support. [https://customer.cradlepoint.com/s/article/Service-Degradation-RCA-Oct-7th-Oct-8th-2021](https://customer.cradlepoint.com/s/article/Service-Degradation-RCA-Oct-7th-Oct-8th-2021)