InsuranceSuite Deployments - Service Interruption Affecting NON-PROD & PROD environments for Multiple Customers in AMER Region
Affected: N. Virginia
Guidewire Outage History
Guidewire is up right nowGuidewire had 45 outages in the last 2 years totaling 215h 10m of downtime — averaging 1.8 incidents per month.
There were 45 Guidewire outages since August 8, 2024 totaling 215h 10m of downtime. Each is summarised below — incident details, duration, and resolution information.
Multiple InsuranceNow GWCP customers' production vanity URLs became inaccessible - CASE #00866392
Timeline · 2 updates
- resolved Aug 27, 2025, 07:14 AM UTC
Multiple InsuranceNow GWCP Major Incident Summary (CASE #00866392): Guidewire’s internal monitoring detected repeated failed health checks affecting multiple InsuranceNow GWCP customers in Production, where vanity URLs became inaccessible due to an expired certificate. Upon investigation, Guidewire identified that a private hosted zone was interfering with certificate validation. The issue was corrected and Guidewire confirmed that services were fully restored.
- postmortem Aug 28, 2025, 01:05 AM UTC
Please refer to the Knowledge Article via this [link](https://community.guidewire.com/s/article/Multiple-InsuranceNow-GWCP-Customers-Production-Vanity-URLs-Became-Inaccessible) for more information.
TeamCity Build Service Interruption in Non-Production Environments affecting customers globally
Affected: MontréalN. VirginiaParisSydneyTokyo
Timeline · 2 updates
- monitoring Jun 12, 2025, 08:25 PM UTC
Guidewire Support identified an issue that caused TeamCity builds to fail due to an npm-related error. This was linked to a broader incident with npm, which has since been resolved. We are actively monitoring the situation. If you encountered build failures related to this issue, we recommend retrying the builds. Should you continue to experience service interruptions, please open a case via the Community for further assistance.
- resolved Jun 12, 2025, 09:41 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
Automated builds are failing in Non-Production Environments
Affected: SydneyTokyo
Timeline · 6 updates
- investigating May 08, 2025, 09:58 AM UTC
Guidewire is actively addressing an issue with CICD pipeline in Non-Production Environments. The necessary resources are engaged to restore the service as quickly as possible. Regular updates on the progress will be provided.
- investigating May 08, 2025, 10:01 AM UTC
Guidewire team is actively addressing an issue with CICD pipeline in Non-Production Environments. The necessary resources are engaged to restore the service as quickly as possible. Regular updates on the progress will be provided.
- identified May 08, 2025, 10:32 AM UTC
Guidewire has identified the cause of the incident in the Non-Production Automated builds for our users in APAC region and are actively working to restore service. We will post regular updates on our progress.
- monitoring May 08, 2025, 10:40 AM UTC
The fix has been applied and issue is resolved, Please open a community case if you are still experiencing issues with Automated builds.
- resolved May 08, 2025, 01:36 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any issues with Automated builds.
- postmortem May 19, 2025, 09:51 AM UTC
**Please refer to the Knowledge Article on this** [**link**](https://community.guidewire.com/s/article/CICD-Updates-Are-Not-Functioning-in-the-NonProduction-Environment-for-the-APAC-Region) **for more information.**
Insurance Suite Deployments - Service Interruption Affecting Multiple Customers in AMER Region
Affected: N. Virginia
Timeline · 9 updates
InsuranceSuite Applications - Service Interruption Affecting Multiple Customers in Canada
Affected: Montréal
Timeline · 4 updates
- investigating Apr 28, 2025, 03:38 PM UTC
Guidewire Support is aware of an issue with InsuranceSuite Applications in Production Environment with the users receiving 502/504 errors. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- monitoring Apr 28, 2025, 03:55 PM UTC
Guidewire has successfully implemented a fix and is currently monitoring the progress. InsuranceSuite Applications in Production are available.
- resolved Apr 28, 2025, 09:46 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem May 03, 2025, 06:23 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Unable-to-Access-All-InsuranceSuite-IS-Applications-in-the-Production-Environment)[ ](https://community.guidewire.com/s/article/Integrations-were-Failing-with-Authentication-Error-with-Existing-ClientID-and-Secret)for more information.
APD Service Issue Affecting Multiple Customers in AMER, EMEA, and APAC for all Environments (PROD, PREPROD, and NON-PROD)
Affected: Montréal - RuntimeN. Virginia - RuntimeParis - RuntimeSydney - RuntimeTokyo - RuntimeZurich - Runtime
Timeline · 6 updates
- investigating Apr 04, 2025, 06:41 AM UTC
Guidewire is aware of an ongoing issue with the APD service that is currently contributing to performance degradation in PolicyCenter. The relevant teams are actively investigating the root cause and providing restoration as soon as possible. We will continue to investigate the situation and provide updates as they become available. Thank you for your patience and understanding.
- investigating Apr 04, 2025, 07:13 AM UTC
We are continuing to investigate a potential issue within APD Service that may be causing degraded performance in PolicyCenter for our users in AMER, EMEA, and APAC. We thank you for your patience. Our next update will be when new information becomes available.
- identified Apr 04, 2025, 07:36 AM UTC
Guidewire Support has identified the cause of this issue within APD Service that is causing degraded performance in PolicyCenter for our users in AMER, EMEA, and APAC, and are actively working to restore service. We will post regular updates on our progress.
- monitoring Apr 04, 2025, 08:01 AM UTC
The performance issue related to the APD service has now been resolved, and the service has been fully restored. The issue primarily impacted customers who completed their PolicyCenter deployment after 3rd April, 10 PM UTC. Our investigation identified the root cause, and corrective actions have been implemented to prevent recurrence. Please note: Impacted customers will need to redeploy PolicyCenter for the changes to take full effect. Thank you for your patience while we worked through this. If you continue to experience any issues, please don't hesitate to reach out.
- resolved Apr 04, 2025, 01:34 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Apr 17, 2025, 07:00 AM UTC
Please refer to the Knowledge Article via this [link ](https://community.guidewire.com/s/article/Multiple-customers-experienced-slowness-in-PolicyCenter-due-to-excessive-calls-being-made-to-the-APD-Cloud-Service)for more information.
Guidewire Home Impacting Deployment And Other Services Intermittently
Affected: N. VirginiaN. VirginiaN. Virginia - DesignN. Virginia - Runtime
Timeline · 8 updates
- investigating Mar 28, 2025, 02:48 PM UTC
Guidewire Support is aware of an intermittent issue with deployment and other services using Guidewire Home. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- investigating Mar 28, 2025, 03:18 PM UTC
We are continuing to investigate this issue.
- investigating Mar 28, 2025, 03:47 PM UTC
Guidewire is actively investigating the issue to identify the root cause
- investigating Mar 28, 2025, 04:03 PM UTC
Guidewire is continuing to investigate the issue with Guidewire Home, which appears to be related to load. Impacted services include APD, LCM, and Deployments. As of 10:15 AM ET, we have observed a decrease in the number of failed requests. Please continue to use Guidewire Home as Guidewire is actively monitoring the situation.
- investigating Mar 28, 2025, 05:02 PM UTC
Guidewire is continuing to investigate the issue. The impacted services have remained stable since 10:15 AM ET.
- monitoring Mar 28, 2025, 06:04 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Mar 28, 2025, 09:05 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption
- postmortem Apr 23, 2025, 02:26 PM UTC
Please refer to the Knowledge Article via this [link ](https://community.guidewire.com/s/article/Incoming-API-Calls-to-Guidewire-Platform-Services-receiving-503-HTTP-Response-Codes)for more information.
InsuranceSuite Restore Backup - Service Interruption Affecting Multiple Customers in AMER / EMEA / APAC for NPE Environments
Affected: MontréalN. VirginiaParisSydneyTokyo
Timeline · 6 updates
- investigating Mar 07, 2025, 08:32 AM UTC
Guidewire Support is aware of an issue with InsuranceSuite restoring backups that is causing deployment failures in NPE environment in all regions (AMER / EMEA / APAC). All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- identified Mar 07, 2025, 08:58 AM UTC
Guidewire Support has identified the cause of this incident impacting with InsuranceSuite restoring backups that is causing deployment failures in NPE environment in all regions (AMER / EMEA / APAC), and are actively working to restore service. We will post regular updates on our progress.
- identified Mar 07, 2025, 09:30 AM UTC
We are still working on identifying the restoration path for this issue.
- monitoring Mar 07, 2025, 09:59 AM UTC
The restoration path has been identified and implemented for affected customer. Services are coming up gradually and we are currently actively monitoring the situation.
- resolved Mar 07, 2025, 10:48 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Mar 21, 2025, 02:01 AM UTC
Please refer to the Knowledge Article via this [link ](https://community.guidewire.com/s/article/Database-Restore-in-NPE-Failed-through-GCC)for more information.
Integration Gateway - Service Interruption Affecting Multiple Customers in AMER - Only new deployments are affected
Affected: N. Virginia - Admin Service (IAS)
Timeline · 4 updates
- investigating Feb 27, 2025, 05:35 AM UTC
Guidewire Support is aware of an issue with Integration Gateway that is causing new deployments in the NPE / Preprod / Prod environment in the AMER region to fail. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- investigating Feb 27, 2025, 06:05 AM UTC
We are continuing to investigate this issue.
- resolved Feb 27, 2025, 06:29 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Mar 11, 2025, 11:46 AM UTC
Please refer to the Knowledge Article via this [link ](https://community.guidewire.com/s/article/Unable-to-Deploy-Integration-Gateway-Application)for more information.
GUIDEWIRE CLOUD CONSOLE (GCC AMER) - Dockerized builds are unavailable for deployments in the NPE environments
Affected: N. Virginia
Timeline · 5 updates
- investigating Feb 06, 2025, 03:14 PM UTC
Guidewire Support is aware of an issue with GCC that dockerized builds are unavailable for deployments in the NPE environments. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- identified Feb 06, 2025, 03:36 PM UTC
Guidewire Support has identified the cause of this incident unavailability of dockerized builds in the NPE environments, and are actively working to restore service. We will post regular updates on our progress.
- monitoring Feb 06, 2025, 03:38 PM UTC
The fix has been implemented. Builds are available after applied the fix. we are currently actively monitoring the situation.
- resolved Feb 06, 2025, 03:50 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Feb 11, 2025, 01:43 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Multiple-Customers-Unable-to-Deploy-New-Builds-Using-GCC)[ ](https://community.guidewire.com/s/article/Integrations-were-Failing-with-Authentication-Error-with-Existing-ClientID-and-Secret)for more information.
GUIDEWIRE CLOUD CONSOLE (GCC) deployment Service Interruption Affecting Multiple Customers in AMER
Affected: MontréalN. Virginia
Timeline · 5 updates
- investigating Nov 28, 2024, 08:46 AM UTC
Guidewire Support is aware of an issue with GCC that is causing delays for InsuranceSuite deployments in the NPE environments. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- identified Nov 28, 2024, 09:16 AM UTC
Guidewire Support has identified the cause of this incident impacting InsuranceSuite deployments in the NPE environments, and are actively working to restore service. We will post regular updates on our progress.
- monitoring Nov 28, 2024, 09:36 AM UTC
The fix has been implemented. Services are coming up gradually and we are currently actively monitoring the situation.
- resolved Nov 28, 2024, 09:50 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Dec 05, 2024, 03:25 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Deployment-Taking-a-Long-Time-and-Stuck-in-Initialization)[ ](https://community.guidewire.com/s/article/Integrations-were-Failing-with-Authentication-Error-with-Existing-ClientID-and-Secret)for more information.
InsuranceSuite Service Integrations Interruption Affecting Multiple Customers in AMER
Affected: N. Virginia - Delta2
Timeline · 5 updates
- investigating Nov 06, 2024, 06:53 PM UTC
Guidewire Support is aware of an issue with InsuranceSuite secret rotation, which is causing integration errors with Integration Gateway. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- investigating Nov 06, 2024, 07:22 PM UTC
We continue investigating the issue with InsuranceSuite secret rotation, which is causing integration errors with Integration Gateway. Thank you for your patience. We will update you when new information becomes available.
- identified Nov 06, 2024, 07:47 PM UTC
Guidewire Support has identified the cause of this incident, which is impacting integration errors with Integration Gateway, and is actively working to restore service.
- resolved Nov 06, 2024, 08:03 PM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Nov 13, 2024, 02:39 PM UTC
Please refer to the Knowledge Article via this [**link** ](https://community.guidewire.com/s/article/Integrations-were-Failing-with-Authentication-Error-with-Existing-ClientID-and-Secret)for more information.
InsuranceSuite Service Interruption Affecting Multiple Customers in AMER Region
Affected: N. Virginia - Delta2N. Virginia - Delta4
Timeline · 5 updates
- investigating Oct 21, 2024, 04:25 PM UTC
Guidewire Support is aware of an issue with InsuranceSuite that is causing an outage in the production environment. The impact is limited to the AMER region. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- identified Oct 21, 2024, 04:59 PM UTC
Guidewire Support has identified the cause of this incident impacting InsuranceSuite in AMER region, and we are actively working to restore service. The issue is intermittent. We will post regular updates on our progress.
- monitoring Oct 21, 2024, 05:36 PM UTC
The fix has been implemented. Services are coming up gradually and we are currently actively monitoring the situation.
- resolved Oct 21, 2024, 10:18 PM UTC
This incident has been resolved.
- postmortem Oct 23, 2024, 03:34 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Unable-to-access-all-InsuranceSuite-IS-applications-in-the-production-environment)[ ](https://community.guidewire.com/s/article/Guidewire-Cloud-Console-GCC-Service-Interruption-Connecting-to-Multiple-AWS-Resources-in-AMER-and-Japan-Regions)for more information.
GWCP Deployment Service Interruption Affecting Multiple Customers in Prod and NPE for All Regions
Affected: Montréal - Delta2N. Virginia - Delta2Paris - Delta2Sydney - Delta2
Timeline · 6 updates
- identified Oct 03, 2024, 12:34 AM UTC
Guidewire Support has identified the cause of this incident impacting customer's deployment in Prod and NPEs, and are actively working to restore service. We have a workaround in place but if you encounter any issues, please contact Guidewire by raising a community ticket . We keep you posted once the issue has been fully resolved.
- monitoring Oct 03, 2024, 03:17 AM UTC
The fix has been successfully implemented, but customers may still require new builds to be generated and deployed for the changes to take effect. We are actively monitoring the situation.
- monitoring Oct 03, 2024, 04:06 PM UTC
We are continuing to monitor this situation. This only impacts applications with APM enabled.
- monitoring Oct 03, 2024, 08:31 PM UTC
A knowledgebase article has been created on how to deal with this should any more deployments fail or hang. Please see Article Number 000044233 (https://community.guidewire.com/s/article/Deployment-failure-due-to) for more information.
- resolved Oct 08, 2024, 05:41 PM UTC
This incident has been resolved.
- postmortem Oct 10, 2024, 07:01 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Multiple-customers-experience-deploymnet-failures-in-Non-Production-Environments-NPEs)[ ](https://community.guidewire.com/s/article/Guidewire-Cloud-Console-GCC-Service-Interruption-Connecting-to-Multiple-AWS-Resources-in-AMER-and-Japan-Regions)for more information.
TeamCity Build Service Interruption in Non-Production Environments Affecting Multiple Customers in All Regions
Affected: MontréalN. VirginiaParisSydney
Timeline · 7 updates
- investigating Sep 17, 2024, 05:48 PM UTC
Guidewire Support is aware of an issue with intermittent TeamCity Build failures in the non-production environment. Please use the following workaround: Re-trigger the build after 10 minutes. We will post regular updates on our progress.
- identified Sep 17, 2024, 06:20 PM UTC
Guidewire Support has identified the cause of this incident, which is impacting TeamCity Builds in Non-Production Environments. The impact is limited to the test coverage report generation. Please use the following workaround: Re-trigger the build after 10 minutes. We will post regular updates on our progress.
- identified Sep 17, 2024, 06:52 PM UTC
Guidewire Support is aware of an issue with intermittent TeamCity Build failures in the non-production environment. Please use the following workaround: Re-trigger the build after 10 minutes.
- identified Sep 17, 2024, 07:24 PM UTC
Guidewire Support is exploring additional workaround options to complete TeamCity build jobs while search.maven.org experiences availability issues.
- monitoring Sep 17, 2024, 07:45 PM UTC
If you are experiencing issues with search.maven.org service availability impacting TeamCity jobs, you can follow similar steps to KCS 000043240, except set the value to 'false' instead of 'true'. https://community.guidewire.com/s/article/How-to-enable-Jacoco Jacoco can be disabled using a PATCH http request to the cicd manager service. - Using postman, the following request can be made: - URL: {baseUrl}/api/v2/tenants/{tenantId}/starsystems/{starSystemId}/cicd-configs/{applicationId}/insurer-config - Request type: PATCH - Auth: Bearer Token - content-type: application/json-patch+json Body: [ { "op": "replace", "path": "/gunitServerTests/enableCodeCoverage", "value": false } ] For assistance building your baseURL read the article here: https://docs.guidewire.com/cloud/cicd-manager-api-ref/latest/about/get-started
- resolved Sep 18, 2024, 07:38 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Sep 19, 2024, 03:18 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/ServerTests-job-was-failing-due-to-unavailability-of-search-maven-org)[ ](https://community.guidewire.com/s/article/Guidewire-Cloud-Console-GCC-Service-Interruption-Connecting-to-Multiple-AWS-Resources-in-AMER-and-Japan-Regions)for more information.
Integration Gateway Customers Are Unable To Deploy Their Apps in Both Production and Non-Production Environments.
Affected: N. Virginia - Admin Service (IAS)Paris - Admin Service (IAS)Sydney - Admin Service (IAS)
Timeline · 5 updates
- investigating Sep 12, 2024, 03:02 PM UTC
Guidewire Support is aware of an issue with the Integration Gateway causing deployment failures in both production and non-production environments. All necessary resources are actively working to resolve the issue as quickly as possible. We will provide regular updates on our progress.
- identified Sep 12, 2024, 03:33 PM UTC
Guidewire Support has identified the cause of this incident impacting Integration Gateway application deployments. At this time, we are performing a rollback to restore service. We will post regular updates on our progress.
- monitoring Sep 12, 2024, 04:01 PM UTC
The rollback is complete for US-based and EMEA customers, and they may resume deploying Integration Gateway applications. The rollback is in progress for Canada-based and APAC customers. We will post regular updates on our progress.
- resolved Sep 12, 2024, 04:43 PM UTC
The Integration Gateway service has been restored successfully for all regions. Please open a Community case if you are still experiencing any service interruption.
- postmortem Sep 19, 2024, 07:25 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Integration-Gateway-Application-Deployments-Failure)[ ](https://community.guidewire.com/s/article/Guidewire-Cloud-Console-GCC-Service-Interruption-Connecting-to-Multiple-AWS-Resources-in-AMER-and-Japan-Regions)for more information.
GCC Service Interruption Connecting to Multiple AWS Resources in AMER and Japan Regions
Affected: N. VirginiaSydney
Timeline · 4 updates
- investigating Aug 29, 2024, 09:51 AM UTC
Guidewire Support is aware of an issue with GCC service interruption, causing connection issues to multiple AWS resources and impacting the AMER and JAPAN regions in the production environment. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.
- monitoring Aug 29, 2024, 10:00 AM UTC
The issue has been resolved on the AWS side, and our services are gradually returning to normal. We are actively monitoring the situation.
- resolved Aug 29, 2024, 11:08 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Sep 06, 2024, 06:20 PM UTC
Please refer to the Knowledge Article via this [**link** ](https://community.guidewire.com/s/article/Guidewire-Cloud-Console-GCC-Service-Interruption-Connecting-to-Multiple-AWS-Resources-in-AMER-and-Japan-Regions)for more information.
DataDog Logs Service Interruption Affecting Multiple Customers in All Regions
Affected: Montréal - Delta2N. Virginia - Delta2Paris - Delta2Sydney - Delta2
Timeline · 5 updates
- identified Aug 14, 2024, 01:09 PM UTC
Guidewire support has identified an issue with the DataDog logs service, causing an interruption for Guidewire Cloud customers in all regions and environments. This may result in customers being unable to view Datadog logs. Our team is investigating the situation and will provide regular updates as the status changes.
- identified Aug 14, 2024, 01:31 PM UTC
We have identified the source of the issue causing the Datadog logs to be invisible in all environments. We have rolled back the change and will provide regular updates as we work on restoring the service.
- monitoring Aug 14, 2024, 02:20 PM UTC
The fix has been implemented. Services are coming up gradually and we are currently actively monitoring the situation.
- resolved Aug 14, 2024, 02:47 PM UTC
The affected service has been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Aug 21, 2024, 01:34 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/Multiple-customers-reported-that-they-were-unable-to-view-logs-in-DataDog) for more information.
Some INow Customers May Experience 406 Errors While Initiating Their Daily Cycle
Timeline · 6 updates
- investigating Aug 08, 2024, 04:44 AM UTC
Guidewire Support is aware that some customers are experiencing 406 errors while running the daily cycle in the production environment. We have engaged all necessary resources to restore this service as quickly as possible and will provide regular updates on our progress.
- investigating Aug 08, 2024, 05:09 AM UTC
We are continuing to investigate a potential 406 error in the daily jobs. Thank you for your patience. We will update you when new information becomes available.
- investigating Aug 08, 2024, 05:34 AM UTC
We are continuing to investigate the issue and will provide updates as new information becomes available.
- investigating Aug 08, 2024, 05:59 AM UTC
We are actively investigating the issue and will provide updates as soon as new information is available.
- resolved Aug 08, 2024, 06:25 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem Aug 15, 2024, 11:54 PM UTC
Please refer to the Knowledge Article via this [**link**](https://community.guidewire.com/s/article/InsuranceNow-customers-received-a-406-Not-Acceptable-error-1723765028897) for more information.