Netskope experienced a critical incident on September 26, 2025 affecting BKK1 — Bangkok, Thailand and BOM2 — Mumbai, India and 1 more component, lasting 2d 15h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 26, 2025, 06:13 AM UTC
We are currently investigating this issue.
- resolved Sep 26, 2025, 06:13 AM UTC
We are investigating a service impacting incident to multiple datacenter(s) for the following service(s) GRE, IPSEC and Netskope Client. Full details can be found on the support portal.
- resolved Sep 26, 2025, 07:36 AM UTC
Netskope has removed BOM2 from NewEdge traffic management system at 6:41 AM UTC to mitigate the impact while continuing to investigate the root cause and review if any other POPs are impacted.
- resolved Sep 26, 2025, 07:40 AM UTC
Netskope could see that some new connections continued to be made to BOM2 after it being removed from NewEdge. Netskope has now manually disabled GSLB on this POP to mitigate any further impact.
- resolved Sep 26, 2025, 07:51 AM UTC
Netskope has identified similar issues with MAD2 (Madrid, Spain) POP as well and hence removed this from NewEdge traffic management system to mitigate the impact on this location.
- resolved Sep 26, 2025, 08:02 AM UTC
While we continue to investigate the root cause, Netskope is rolling back a recent proxy release as a precautionary measure to ensure optimal performance. We will provide another update once the rollback is complete. Users may experience a brief disconnect during the rollback and restart of proxies.
- resolved Sep 26, 2025, 09:05 AM UTC
Netskope is continuing the global rollback of the proxy deployment. During this process, users may experience disconnections in Netskope clients and browser sessions.
- resolved Sep 26, 2025, 09:52 AM UTC
Netskope has completed the proxy rollback on MAD2, and the POP will be reintroduced into the NewEdge traffic management system at 10:00 UTC.
- resolved Sep 26, 2025, 10:10 AM UTC
Netskope has identified similar issues with BKK1 (Bangkok, Thailand) POP as well and hence removed this from NewEdge traffic management system to mitigate the impact on this location.
- resolved Sep 26, 2025, 10:49 AM UTC
Rollback has been completed in all EMEA POPs at around 10 AM UTC. Netskope is in the process of rolling back the change on LATAM and NAM POPs. APAC and Australia regions will begin after business hours.
- resolved Sep 26, 2025, 11:25 AM UTC
After further validations, MAD2 is now re-introduced to the NewEdge traffic management system.
- resolved Sep 26, 2025, 12:39 PM UTC
Netskope has completed the proxy rollback on BOM2, and the POP will be reintroduced into the NewEdge traffic management system at 13:00 UTC.
- resolved Sep 26, 2025, 02:09 PM UTC
Netskope has completed the proxy rollback on BKK1 and completed the validations. BKK1 POP has been reintroduced into the NewEdge traffic management system.
- resolved Sep 28, 2025, 09:30 PM UTC
The incident has been resolved