Helium Mobile incident

Helium Mobile Hotspot Authentication Issues

Major Resolved View vendor source →

Helium Mobile experienced a major incident on September 17, 2024 affecting Helium Mobile Service and Wi-Fi Hotspots, lasting 2h 59m. The incident has been resolved; the full update timeline is below.

Started
Sep 17, 2024, 02:34 AM UTC
Resolved
Sep 17, 2024, 05:33 AM UTC
Duration
2h 59m
Detected by Pingoru
Sep 17, 2024, 02:34 AM UTC

Affected components

Helium Mobile ServiceWi-Fi Hotspots

Update timeline

  1. investigating Sep 17, 2024, 02:34 AM UTC

    We're currently investigation where users can not connect to Helium Mobile Hotspots.

  2. investigating Sep 17, 2024, 02:39 AM UTC

    We are continuing to investigate this issue.

  3. investigating Sep 17, 2024, 02:41 AM UTC

    We are continuing to investigate this issue.

  4. identified Sep 17, 2024, 03:46 AM UTC

    The team has identified load of the HMH certificate authentication service as a possible cause of connectivity issues.

  5. identified Sep 17, 2024, 04:56 AM UTC

    The team is continuing to narrow down the root cause of the authentication service outage.

  6. monitoring Sep 17, 2024, 05:13 AM UTC

    A faulty authentication server has been discovered and recovered. The number of connections is recovering.

  7. resolved Sep 17, 2024, 05:33 AM UTC

    Service has been restored with authenticated users back to normal levels.