Netskope experienced a critical incident on May 7, 2025 affecting SV5 — San Jose, United States, lasting 1d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 07, 2025, 07:48 AM UTC
We are currently investigating this issue.
- resolved May 07, 2025, 07:48 AM UTC
We are investigating a service impacting incident at the SV5 datacenter(s) for the following service(s) CASB API Data Protection, Event Logging, Management Console WebUI. Full details can be found on the support portal.
- resolved May 07, 2025, 09:22 AM UTC
Netskope continues to investigate.
- resolved May 07, 2025, 10:36 AM UTC
Netskope is working to restore full functionality within the SV5 Management plane, we will provide update as we make progress.
- resolved May 07, 2025, 11:20 AM UTC
Netskope has identified the root cause and is working on a fix to mitigate the impact.
- resolved May 07, 2025, 01:38 PM UTC
Netskope has successfully restored some affected nodes and is continuing mitigation efforts on the remaining ones. We will provide further updates as we progress.
- resolved May 07, 2025, 03:23 PM UTC
Netskope continues to restore affected nodes back into operation.
- resolved May 07, 2025, 05:10 PM UTC
Nodes restored, Netskope is working on reenabling the services
- resolved May 07, 2025, 06:26 PM UTC
Netskope is still working on restablishing the services.
- resolved May 07, 2025, 07:58 PM UTC
Progress is being made in restoring services, but an additional issue with an internal storage cluster has been encountered.
- resolved May 07, 2025, 09:25 PM UTC
Tenant WebUI access has been restored along with client update services. Customers may notice some webpages may not load completely or information may be unavailable on some WebUI pages as work continues to restore additional sub-services.
- monitoring May 08, 2025, 01:17 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 08, 2025, 09:10 AM UTC
Netskope confirms the issue is fully mitigated, as validated by monitoring results.
- monitoring May 08, 2025, 09:14 AM UTC
The issue has been mitigated, we are continuing to monitor the results.
- resolved May 08, 2025, 09:30 AM UTC
The incident has been resolved