KACE experienced a critical incident on December 16, 2021 affecting Device Communications, lasting 2h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 16, 2021, 09:47 PM UTC
We are investigating an outage relating to device communication and notification services. Commands sent to devices and device check-ins may be slow to respond. We will update this page once service is fully restored. Note that this currently only affects the East US data center.
- resolved Dec 17, 2021, 12:32 AM UTC
This incident has been resolved.
- postmortem Dec 17, 2021, 03:53 PM UTC
The Azure App Service appeared to fail. Attempts to scale or move were unsuccessful and were prevented by Microsoft with an error that Microsoft knew about the problem and that no action was required from us. Don opened a support ticket with Microsoft, but by the time they started working on the ticket, Microsoft had apparently resolved the issue and put the app service back in service. Since returning to service, the app service has been running normally.