Service Impact to SMTP Data Protection Service affecting all MP's

Update timeline

1. investigating Aug 21, 2026, 01:55 PM UTC

   We are currently investigating this issue.

2. resolved Aug 21, 2026, 01:55 PM UTC

   We are investigating a service impacting incident affecting all MP's for the following service(s) SMTP Data Protection. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

3. resolved Aug 21, 2026, 03:31 PM UTC

   Netskope continues to actively investigate this issue.

4. resolved Aug 21, 2026, 05:00 PM UTC

   Netskope continues to actively investigate this issue.

5. resolved Aug 21, 2026, 05:59 PM UTC

   Netskope has identified possible mitigation options and is testing.

6. resolved Aug 21, 2026, 07:03 PM UTC

   Netskope is actively testing several mitigation options and continues to troubleshoot.

7. resolved Aug 21, 2026, 08:47 PM UTC

   Netskope continues to test multiple mitigation options.

8. resolved Aug 21, 2026, 10:09 PM UTC

   Netskope is continuing to evaluate and test potential mitigation strategies

9. resolved Aug 21, 2026, 11:25 PM UTC

   Netskope continues to investigate the underlying cause while evaluating and testing potential mitigation strategies. At this time, the root cause has not been identified, and a resolution remains pending.

10. resolved Aug 22, 2026, 09:33 PM UTC

    Netskope engineering has successfully deployed a targeted routing configuration to isolate the traffic patterns contributing to the email service degradation. The issue is now considered partially mitigated, and we are seeing stability return to the broader environment. We are currently closely monitoring the service to validate this mitigation and are actively evaluating the safe restoration of any temporarily disabled features (such as email DLP inspection).

11. resolved Aug 23, 2026, 08:18 AM UTC

    Netskope continues to monitor for any anomalous patterns and apply mitigation measures as needed. We are closely monitoring the service to validate the effectiveness of the mitigation and are actively evaluating the safe restoration of any temporarily disabled features, such as email DLP inspection. For more details, please refer the Netskope support article (https://support.netskope.com/s/article/Netskope-Service---SMTP-Proxy-Emails-Blocked---All-MP-s---August-21st-2026)

12. resolved Aug 23, 2026, 05:54 PM UTC

    Netskope identified that one of our SMTP IP addresses, specific to the San Jose (SV5) management plane, was blocked. This caused delivery errors for a subset of emails routed through that IP. Netskope mitigated the issue at approximately 15:30 UTC, and we are continuing to monitor the situation. Netskope also recommends configuring the Microsoft 365 Anti-Spam settings to appropriately handle SMTP traffic routed through Netskope. This will help ensure that legitimate email traffic is properly identified and reduce the likelihood of unnecessary rejections.(Support article (https://support.netskope.com/s/article/Recommended-Microsoft-365-Anti-Spam-Configuration-for-SMTP-Traffic-Through-Netskope-AND-Basic-Troubleshooting))

13. resolved Aug 24, 2026, 12:20 AM UTC

    Netskope identified that SMTP egress IP addresses within the Melbourne, Australia (MEL2) Management Plane were blocked. Netskope has since mitigated this issue. We strongly recommend that customers configure Microsoft 365 Anti-Spam settings to explicitly allow Netskope-routed SMTP traffic, ensuring legitimate emails are not unnecessarily rejected. Refer to the KB article for more details. (Support article (https://support.netskope.com/s/article/Recommended-Microsoft-365-Anti-Spam-Configuration-for-SMTP-Traffic-Through-Netskope-AND-Basic-Troubleshooting))

14. resolved Aug 24, 2026, 06:59 AM UTC

    The incident has been resolved.