Third-Party Service Disruptions - DNS

Update timeline

1. investigating Mar 18, 2026, 05:03 AM UTC

   We are investigating a widespread 3rd party DNS issue that impacts customers Turbo FQDN unreachable. We are escalating to the 3rd party and will update further information as as soon as possible. If you have any questions regarding this incident, please contact FortiCare Support (https://www.fortinet.com/support/contact) and reference FortiSASE Operations ticket #457524.

2. identified Mar 18, 2026, 05:38 AM UTC

   We have identified an issue with a third-party DNS provider that may prevent managed endpoints from connecting to PoPs. Customers may experience degraded or interrupted access during this time. We are actively engaged with the provider and will share updates as soon as they are available.

3. monitoring Mar 18, 2026, 06:18 AM UTC

   The third-party provider has implemented a fix and we are starting to see successful DNS resolution to allow managed endpoints to connect to their PoPs, with some potential for added latency. We are monitoring the results.

4. monitoring Mar 18, 2026, 09:52 AM UTC

   Geoproximity-based DNS resolution continues to recover. Latency for new endpoint connections is improving as PoP assignment stabilizes. We are working with our vendor and monitoring closely.

5. monitoring Mar 18, 2026, 09:04 PM UTC

   Reports of geoproximity-based DNS resolution issues have largely resolved. Latency for new endpoint connections has improved significantly as PoP assignment stabilizes, and we expect any remaining impact to fully self-resolve as this process continues. For active cases still experiencing poor latency, we have a workaround available. Please contact support and reference this incident and our team can direct traffic to an alternate region while resolution completes. We are working with our vendor on full resolution and on identifying improvements to prevent recurrence. We apologize for any inconvenience and appreciate your patience.

6. monitoring Mar 19, 2026, 05:22 PM UTC

   We have received confirmation from our vendor that the underlying issue has been remediated and continue to monitor for any recurrence. All geoproximity-based DNS resolution appears to be operating normally and PoP assignments have stabilized. If you experience any further issues with geoproximity-based DNS resolution after reconnection, please contact FortiCare Support (https://www.fortinet.com/support/contact) and reference this incident. We appreciate your patience throughout this event.

7. resolved Mar 20, 2026, 02:41 PM UTC

   This incident has been resolved.