Cradlepoint experienced a critical incident on June 18, 2020 affecting Account Login / User Interface / API, lasting 4h 42m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jun 18, 2020, 08:04 PM UTC
NetCloud Manager is currently experiencing performance degradation where users may intermittently be unable to login or device connectivity may be slower. We sincerely apologize for this inconvenience. Our engineering team is looking into the issue and we expect it to be resolved very quickly.
- identified Jun 18, 2020, 08:48 PM UTC
We are still actively working on properly addressing this issue to recover the service performance as quickly as possible.
- identified Jun 18, 2020, 09:12 PM UTC
The system degradation continued and NetCloud Manager is currently unable to accept device connections. We are actively working on this issue and sincerely apologize for any inconvenience.
- identified Jun 18, 2020, 09:47 PM UTC
We have identified resolution steps and are actively applying to restore the service as quickly as possible.
- identified Jun 18, 2020, 10:48 PM UTC
We have updated the system to be able to restore device connectivity levels are are actively monitoring.
- monitoring Jun 18, 2020, 11:32 PM UTC
Device connections have been restored and the team is still monitoring to ensure the service is back to normal operational performance.
- resolved Jun 19, 2020, 12:46 AM UTC
This incident has been resolved.
- postmortem Jun 26, 2020, 11:10 PM UTC
Cradlepoint's engineering team has completed a Root Cause Analysis \(RCA\) of the service disruption that occurred on June 18th 2020. 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-Disruption-RCA-June-18th-2020](https://customer.cradlepoint.com/s/article/Service-Disruption-RCA-June-18th-2020)