Paessler incident

Elevated error rates, subscription management unavailable

Critical Resolved View vendor source →

Paessler experienced a critical incident on October 20, 2025 affecting AWS EC2 Instances (us-east-1 - United States - Northern-Virginia), lasting 5h 6m. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 08:02 AM UTC
Resolved
Oct 20, 2025, 01:09 PM UTC
Duration
5h 6m
Detected by Pingoru
Oct 20, 2025, 08:02 AM UTC

Affected components

AWS EC2 Instances (us-east-1 - United States - Northern-Virginia)

Update timeline

  1. investigating Oct 20, 2025, 08:02 AM UTC

    We are currently seeing elevated error rates impacting several services. Services related to booking/managing subscriptions are impaired as well. Existing subscriptions are currently also not showing.

  2. monitoring Oct 20, 2025, 09:39 AM UTC

    Issues are related to an outage in one AWS region that affected some of our own and also relevant 3rd party services. See also https://health.aws.amazon.com/health/status Listing existing subscriptions/instances on app.my-prtg.com might be still impaired, same goes for booking new subscriptions or starting PRTG Hosted Monitor trials. Recovery is currently ongoing, we monitor the situation and post an update.

  3. monitoring Oct 20, 2025, 09:48 AM UTC

    We see continous recovery on the subscription service, reducing severity from major outage to degraded performance and continue monitoring.

  4. monitoring Oct 20, 2025, 12:22 PM UTC

    We are continuing to monitor for any further issues.

  5. monitoring Oct 20, 2025, 12:24 PM UTC

    Subscription Service is fine again. We notice occasional issues with EC2 instances in us-east-1 when being restarted, being stuck in stopping state. We're actively working on recovering those machines as fast as possible.

  6. resolved Oct 20, 2025, 01:09 PM UTC

    All systems are back up and running again.