Some customers unable to load data

Update timeline

1. investigating Aug 25, 2026, 12:40 PM UTC

   Some customers are currently experiencing issues loading data in HighLevel, including Conversations, Contacts, and Opportunities. The issue appears to be related to DNS resolution by Internet Service Provider predominantly in New Jersey location, which can prevent requests from reaching HighLevel's services. The HighLevel application itself may continue to load normally. Workaround: Affected customers can switch to a public DNS provider. The quickest option in Chrome is to enable Secure DNS and select Cloudflare: Chrome → Settings → Privacy and security → Security → Use secure DNS → Cloudflare Alternatively, DNS can be changed at the device or router level to 1.1.1.1 or 8.8.8.8. If IPv6 is enabled, the corresponding Cloudflare IPv6 DNS address 2606:4700:4700::1111 should also be configured. Our services are operating normally, and we are actively investigating the issue with the affected network providers.

2. investigating Aug 25, 2026, 12:40 PM UTC

   We are actively working in this issue , and we figured out the mostly affected customer are using optimum isp. If you are experiencing the same issue, please raise a support ticket with your ISP, Optimum, and report the DNS/connectivity issue. Request a permanent resolution from the ISP, as this appears to be related to their DNS resolution. For support ticket reference mention this :- TL;DR: Customer’s ISP DNS returned a wrong IP for our API hostnames, so browsers couldn’t reach our APIs. Impact: All data-loading features failed, while the frontend still loaded. This affected every page and reproduced across browsers because DNS is resolved at the OS level. Root cause: The ISP resolver returned an incorrect IP instead of the correct Cloudflare records, causing ERRCONNECTIONREFUSED Workaround steps to resolve the issue-: Steps to resolve — customers seeing pages not loading / connection errors Confirm it's this issue Have the customer run nslookup services.leadconnectorhq.com Windows: Command Prompt Mac: Terminal If the address returned is anything other than Cloudflare space (104.18.x or 172.64.x) — e.g. a single 167.206.x address — it's this issue. Apply the fix below. Option A — Chrome only (fastest, no admin rights)* Chrome → Settings → Privacy and security → Security → Use secure DNS → select "With: Cloudflare (1.1.1.1)" Quit Chrome completely and reopen. Best option on a screenshare — no terminal, no admin password. Option B — System-wide (recommended, fixes all browsers)* Set DNS servers to: 1.1.1.1 8.8.8.8 2606:4700:4700::1111 (IPv6 — don't skip this) The IPv6 entry matters: the bad resolver was reached over IPv6, so if only IPv4 is changed the OS may keep using it. Windows: Settings → Network & Internet → Wi-Fi (or Ethernet) → Hardware properties → DNS server assignment → Edit → Manual → turn on IPv4 and IPv6, enter the above → Save Then in Command Prompt: ipconfig /flushdns macOS: System Settings → Network → Wi-Fi → Details → DNS → "+" → add each entry → OK Then in Terminal: sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder Verify Re-run nslookup services.leadconnectorhq.com — should now return the Cloudflare addresses. Restart the browser and reload HighLevel. If it still fails, clear Chrome's internal cache: go to chrome://net-internals/#dns → Clear host cache.