Netskope Outage History

We are investigating a service impacting incident at the DFW3 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 SJC1 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 is actively executing mitigation activities to restore the affected services. Recovery is in progress through controlled infrastructure remediation, and Engineering continues to closely monitor the environment.

The incident has been resolved

We are investigating a service impacting incident at the BOS1, DEN1 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.

Netskope continues to work on a mitigation strategy, and further updates will be shared as more information becomes available.

The incident has been resolved

We are investigating a service impacting incident at the SYD2 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 has removed the SYD2 POP from the NewEdge Traffic Management system aiming to minimize the customer impact and mitigate the issue.

Netskope continues to work on identifying a root cause. The SYD2 POP will remain out of New Edge Traffic Management system until a final root cause has been identified and the data center can be safely reintroduced.

The incident has been resolved

We are investigating a service impacting incident at the SIN2, SJC1 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.

During the investigation, Netskope determined that the issue was not limited to the SIN2 and SJC1 Management Planes. The root cause was identified as latency and packet loss on Airtel network paths, resulting in degraded connectivity between users in India and the affected Management Planes.

Earlier today, Netskope has performed traffic engineering updates to shift traffic away from the impacted provider network to other available connectivity circuits. We are continuing to work with the provider to determine when a full resolution will be reached. This incident has been moved to mitigated status, as we have not received any additional reports of connectivity issues since implementing these updates. We will resolve the incident once the provider confirms the issues within their network are addressed and the link is returned to service.

Netskope have received information from our Internet Service Provider (ISP) indicating that the link previously affected by a fiber cut has now been successfully resolved. In light of this resolution, we are currently enabling this ISP link gradually across all affected Indian Points of Presence (PoPs) to restore optimal routing. We will mark this incident as resolved once the deployment concludes.

Netskope has re-enabled Airtel connectivity across all affected POPs and is actively monitoring the environment to ensure connectivity remains stable. If no further issues are observed during the day, the incident will be resolved.

The incident has been resolved

We are investigating a service impacting incident at the BOM1, BOM2, CCU1, DEL1, HYD1, MAA1, MAA2 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 FR4 datacenter(s) for the following service(s) Private Access, 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 SYD1 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 removed SYD1 from NewEdge traffic management system at 10:26 PM UTC on June 22nd to mitigate the impact. Netskope has identified the root cause as resource congestion affecting CPU performance on internal nodes, and we are actively working on a strategy to stabilize the infrastructure.

We are continuing to work on the mitigation strategy and will share the next update within the next 12 hours.

Mitigation efforts are ongoing. Engineering continues to work toward service restoration, and the next update will be provided within 5 hours.

SYD1 is currently being brought back online. Netskope will monitor performance for the next hour before officially closing the incident.

The incident has been resolved

We are investigating a service impacting incident at the YMQ2 datacenter(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.

The incident has been resolved

We are investigating a service impacting incident at the PVG1 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 AM2 datacenter(s) for the following service(s) CASB API Data Protection, Core Services, 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 PEK1, PVG1, PVG2, SZX1 datacenter(s) for the following service(s) Gateway, 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.

The incident has been resolved

We are investigating a service impacting incident at the All MPs datacenter(s) for the following service(s) DEM, 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 SIN2 datacenter(s) for the following service(s) 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.

Netskope has identified the root cause of the issue and is currently applying a fix to mitigate the impact.

The incident has been resolved

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 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 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 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