Netskope incident

Service Impact to IAD2, LAX1, LAX2, STO1, SYD1, SYD2 Data Center.

Major Resolved View vendor source →

Netskope experienced a major incident on October 17, 2025 affecting IAD2 — Washington, United States and LAX1 — Los Angeles, United States and 1 more component, lasting 2d 14h. The incident has been resolved; the full update timeline is below.

Started
Oct 17, 2025, 03:24 AM UTC
Resolved
Oct 19, 2025, 06:00 PM UTC
Duration
2d 14h
Detected by Pingoru
Oct 17, 2025, 03:24 AM UTC

Affected components

IAD2 — Washington, United StatesLAX1 — Los Angeles, United StatesLAX2 — Los Angeles, United StatesSTO1 — Stockholm, SwedenSYD1 — Sydney, AustraliaSYD2 — Sydney, Australia

Update timeline

  1. investigating Oct 17, 2025, 03:24 AM UTC

    We are currently investigating this issue.

  2. resolved Oct 17, 2025, 03:24 AM UTC

    We are investigating a service impacting incident at the IAD2, LAX1, LAX2, STO1, SYD1, SYD2 datacenter(s) for the following service(s) NPA Gateway, NPA Stitcher, Private Access. Full details can be found on the support portal.

  3. resolved Oct 17, 2025, 04:29 AM UTC

    Netskope has identified the root cause and is currently developing the mitigation strategy to resolve the issue.

  4. resolved Oct 17, 2025, 05:10 AM UTC

    Netskope is actively devising a mitigation strategy and closely monitoring the situation. Our analysis confirms that the impact on other POPs is significantly less severe than the previously affected POPs.

  5. resolved Oct 17, 2025, 05:43 AM UTC

    Netskope has identified that a subset of NPA service nodes are exhibiting high CPU utilization across multiple POPs, which is causing the reported behavior. To mitigate the impact, Netskope is manually restarting these affected nodes. Users whose NPA connections are being handled by these specific nodes may experience brief disconnections during the restart process.

  6. resolved Oct 17, 2025, 06:41 AM UTC

    Netskope has successfully completed the restart process and is now actively monitoring the status of the affected NPA service nodes.

  7. monitoring Oct 17, 2025, 06:41 AM UTC

    A fix has been implemented and we are monitoring the results.

  8. resolved Oct 17, 2025, 07:48 AM UTC

    Netskope has identified the root cause but is actively investigating various trigger points to prevent a recurrence of the issue. Until a permanent solution is deployed, we will continue to monitor the affected service nodes and promptly perform restarts when the issue is observed. Users whose NPA connections are being handled by these specific nodes may still experience brief disconnections during the restart process. We anticipate providing an update on the final fix within the next 24 hours.

  9. resolved Oct 17, 2025, 02:53 PM UTC

    Netskope is currently developing an Emergency Hotfix (EHF) to address the root cause of this issue and continues to closely monitor the infrastructure. Based on ongoing observations across the affected POPs, the impact is now considered mitigated. We will share further details regarding the EHF deployment in the next update.

  10. monitoring Oct 17, 2025, 02:54 PM UTC

    The issue has been mitigated, we are continuing to monitor the results.

  11. resolved Oct 19, 2025, 06:00 PM UTC

    The incident has been resolved