Netskope Outage History

We are investigating a service impacting incident at all datacenter(s) for the following service(s) Secure Web Gateway. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope continues to investigate the root cause of this incident.

The incident has been resolved

Netskope identified the root cause and required changes are deployment to fix the issue. All the affected users should be able to perform Teams file/images Upload successfully.

We are investigating a service impacting incident at the SJC1 datacenter(s) for the following service(s) Incident Management System. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the MAD1 datacenter(s) for the following service(s) NPA Gateway, NPA Stitcher. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope identified the root cause and applied a partial mitigation at 08:45 UTC while continuing work toward full resolution. As an interim measure, NPA service in MAD1 has been temporarily disabled, causing new client connections to redirect to the nearest available data center.

Netskope has completed the full mitigation, and NPA services in PoP MAD1 (Madrid, Spain) were restored at 09:54 UTC. Netskope considers this issue fully resolved.

The incident has been resolved

We are investigating a service impacting incident at the SIN2 datacenter(s) for the following service(s) Incident Management System, Management Console WebUI. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause and implemented mitigation measures. IMS services have been fully restored, and remaining services are recovering progressively. We continue to actively monitor the situation.

The incident has been resolved

We are investigating a service impacting incident at the AM2 datacenter(s) for the following service(s) Management Console WebUI. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause and implemented mitigation measures. We continue to monitor the situation.

The incident has been resolved

We are investigating a service impacting incident at the FR4 datacenter(s) for the following service(s) Data Protection, Incident Management System. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the BOM1 datacenter(s) for the following service(s) NPA Gateway, NPA Stitcher, Private Access. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause and is performing optimisations on the Load Balancer component to restore optimal performance. These changes will be performed for the next hour starting 9:30 UTC. During this window, the publishers connected to BOM1 point of presence might experience a disconnection.

All services have auto recovered. To prevent any further disruption, the optimisations will be performed off business hours. This incident is now resolved.

The incident has been resolved

We are investigating a service impacting incident at the FRA2 datacenter(s) for the following service(s) NSClient download. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause and is implementing a potential mitigation strategy.

The incident has been resolved

We are investigating a service impacting incident at the MEL2 datacenter(s) for the following service(s) Advanced Analytics, DEM. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the All MPs datacenter(s) for the following service(s) Cloud Access Security Broker. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The vendor continues with their investigation as a root cause has not yet been identified. A temporary mitigation solution has been implemented by Netskope to eliminate the risk of interruption. The incident will be marked resolved once the vendor has provided a final solution.

The vendor released a fix based on a code regression that was identified after a recent deployment within their environment. The fix was successful in addressing all API subscription errors. The incident is now being marked resolved.

The incident has been resolved

We are investigating a service impacting incident at the all Management Plane(s) for the following service(s) Netskope Client. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope continues to investigate the issue.

Netskope continues to actively investigate the issue and is working to identify the root cause.

Netskope has identified the root cause as an endpoint shutdown occurring during the upgrade process, which can result in the client becoming uninstalled or entering a non-functional state. As a mitigation, a clean installation of the Netskope client is recommended to restore normal functionality.

Netskope continues to monitor for any future reoccurrences and is waiting for confirmation that the recommendation resolves the issue.

The incident has been resolved

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. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope is actively working on implementing the mitigation strategy

Netskope continues to actively implement a mitigation strategy.

All affected nodes have been restored to an online status.

The incident has been resolved

We are investigating a service impacting incident for the following service(s) Secure Web Gateway. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause of the issue and currently devising a mitigation strategy to mitigate the impact.

Mitigation steps have been successfully implemented on the MEL2 MP, and we have verified that the issue is resolved at that location. Netskope is now proceeding with these steps across all remaining MPs. A follow-up update will be provided at 8:45 AM UTC.

The incident has been resolved

Mitigation steps have been successfully completed across all MPs. Final verification confirms that the issue is fully resolved and all systems are performing as expected. This incident is now resolved.

We are investigating a service impacting incident at the FRA2, SJC2, DFW3, ZUR2, SIN2 datacenter(s) for the following service(s) Incident Management System. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

During the ongoing monitoring, we identified that the issue was not limited to FRA2 and also impacted San Jose, California, USA (SJC2), Dallas, Texas, USA (DFW3), Zurich, Switzerland (ZUR2) and Singapore (SIN2). Our teams are actively engaged in implementing the fix across the other impacted management planes to ensure full service stability.

The incident has been resolved

We are investigating a service impacting incident at the LON2 datacenter(s) for the following service(s) GRE, IPSEC, Netskope Client. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

LON2 has been removed from NewEdge traffic management system to mitigate the impact.

LON2 data center has been re-added to the NewEdge traffic management system. Netskope will continue to monitor before marking this incident as fully mitigated.

The incident has been resolved

We are investigating a service impacting incident at the ZUR2 datacenter(s) for the following service(s) Management Console WebUI. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the IAD3 datacenter(s) for the following service(s) Management Console WebUI. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the DFW3 datacenter(s) for the following service(s) Advanced Analytics, Borderless WAN, CASB API Data Protection, Cloud Security Posture Management, Core Services, DEM, DSPM, Event Logging, Incident Management System, Management Console WebUI, SaaS Security Posture Management. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope is working on the recovery of the infrastructure before proceeding with service restoration

Netskope is actively engaged in the recovery of the internal databases

The WebUI service has been restored.

Services recovered successfully. SkopeIT is currently processing a backlog of events

The incident has been resolved

We are investigating a service impacting incident at the TLV1 datacenter(s) for the following service(s) NPA Gateway, NPA Stitcher, Private Access. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has implemented further mitigation actions. Further details on what was done can be found in the Support Portal

The incident has been resolved

We are investigating a service impacting incident at the BOM1, BOM2, CCU1, DEL1, DEL2, MAA1 datacenter(s) for the following service(s) NPA Gateway, NPA Stitcher. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the YYZ2 datacenter(s) for the following service(s) All Services, Advanced Analytics, CASB API Data Protection, Core Services, Event Logging, Incident Management System, Management Console WebUI. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

The incident has been resolved

We are investigating a service impacting incident at the SJC1, SV5 datacenter(s) for the following service(s) Event Logging. Additional details on the scope of impact are currently being assessed and will be provided within the support portal once an article is provided.

Netskope has identified the root cause and is actively working to mitigate the issue.

Netskope has completed mitigation actions, and events are now being consumed by the management plane. Event backlogs are currently draining and are expected to fully clear within the next 30–45 minutes.

The incident has been resolved