Proofpoint Security Awareness Training had 39 outages in the last 2 years totaling 585h 13m of downtime — averaging 1.6 incidents per month.
There were 39 Proofpoint Security Awareness Training outages since October 3, 2024 totaling 585h 13m of downtime. Each is summarised below — incident details, duration, and resolution information.
In reviewing the initial issue impacting US customers, it was determined that a portion of emails reported by EU based customers did not successfully pass through Analyzer. These messages have been reprocessed. Admins may receive TROs dated August 20th for emails that were originally reported at an earlier date. Impacted dates July 30th thru August 20th.
We are experiencing an incident impacting the Training Platform in all regions. End users may not be able to complete certain training modules. Further updates will be released as they become available.
The incident has been resolved.
Customers in the US using Cloud Threat Response are currently failing to connect to threat intelligence for review. Admins will see missing results in the Analyzer report and will not receive TROs during this time. The team is actively investigating this issue.
A fix has been implemented and we are monitoring the results.
We've confirmed missing TROs and missing events from reports are isolated to US customers using CTR All emails were reported to CTR successfully and actioned as configured All new reported emails are generating a TRO and showing in the report We are currently working on getting the backlog processed from Aug 8 to the 11th and will update once we have an ETA
We're reprocessing messages that were previously missed due to the connection failure. Customers using CTR may notice an influx of TRO emails.
This incident was resolved at 8:00 am Eastern
Due to a delay in processing reported emails, admins may see fewer emails in their Analyzer Reports as well as a delay in receiving TROs starting on 8/7. We are currently processing the queue and expect reported mail to be reviewed, appear in the Analyzer Report and send TROs where necessary.
Starting at approximately 10:00 AM Eastern customers attempting to access their platform may have been prevented from doing so. This issue was resolved at 11:15 AM Eastern. Admins should be able to access their platforms las expected.
Customers in the US environment may see missing campaign results starting July 8th at 14:53 UTC. The team has identified the root cause and is working on a fix. Once resolved, the missing campaign data should show in reports as expected.
Phishing campaign data is now appearing in reports within the expected timeframe. Admins should expect to have full access to all data, including data during this event's delay.
We are currently investigating an issue affecting report exports across multiple environments. The team is actively working on a resolution, Updates will be provided as they become available
This incident has been resolved.
We’re currently investigating an issue causing customers to receive a “Cannot load page” error when accessing the Phishing Simulation Tool in ZenGuide. Our team is investigating the issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We've identified an issue when using Report Suspicious for Exchange on Outlook iOS. When the report confirmation prompt is enabled, users are experiencing a spinner or error message after selecting the Report Suspicious button. Users do not see the post report prompt and the email may not be automatically removed from their inbox if this setting is enabled. Reports through non-iOS versions of Outlook are working as expected. The team has identified that the issue resulted from a previous update and has reverted back to the prior version. The issue has been resolved.
We are currently investigating an issue with Integrated Report Suspicious with Classic Outlook. It appears to be related to the latest Classic Outlook version 2602. We are encouraging customers to utilize Report Suspicious for Exchange, Email Warning Tags Report Suspicious, or OWA to successfully report.
Proofpoint has identified the root cause to be a regression in the latest release of "Classic Outlook for Windows" on the "Current" release channel of Outlook. Proofpoint is currently testing a workaround. We will provide an update when that is available to our customers.
Proofpoint has tested and released the solution for Integrated Report Suspicious on Classic Outlook to all environments. Affected users will need to restart their Outlook clients for the fix to take effect.
This issue has been resolved. We are seeing successful usage of Integrated Report Suspicious with the previously impacted version of Outlook.
We are experiencing an incident impacting the Training Platform in our US, EU, IN, CA, and APAC environments. End users may not be able to properly access Training assignments. Further updates will be released as they become available
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We have identified an issue causing a disruption with our Report Suspicious Email Warning Tags (EWT) service.
This incident has been resolved.
We are currently investigating an issue that impacts our US Customers around Phishing and Training Services
We have resolved the issue. All systems are back to operational.
We're currently investigating an issue affecting our Phishing Simulation Reports and associated Results API endpoints.
The incident has been resolved. All Phishing Simulation Reports and associated Results API endpoints are back to normal operation.
We are aware of an issue with our Reporting API and are actively investigating the issue.
We have resolved the issue and the API is operational.
We are current investigating an issue in our US region where Phishing Simulation Campaign emails are not being sent.
The issue has been resolved. The Phishing Simulation mail sending is back to normal operation. We expect that all emails have been sent at this time. We apologize for any inconvenience that this may have caused.
We are experiencing an incident impacting the Training Platform in our US, EU and APAC environment. Customer admins may not be able to administer, modify or send Training assignments. End users may not be able to properly access Training assignments. Further updates will be released as they become available
The incident has been resolved. All systems are back to normal operation.
We are investigating an issueOn December 8th, a product update omitted mail reported by the Report Suspicious tool from the Analyzer Report on the ZenGuide platform. This was limited to mail considered "Potential Phish", or real world mail items coming from outside of Proofpoint. While the reported mail did not appear in the Analyzer Report, the mail contents were reviewed and downstream actions were taken as necessary. Review results were listed in Threat Response Overviews or corresponding TRAP and Cloud Threat Response dashboards during this issue. The team resolved the issue on December 11th and is now seeing reported mail appearing in the Analyzer Report as expected. The team is actively working on repopulating mail in the Analyzer Report that was reported between December 8th and December 11th. No customer action is needed. We apologize for the disruption and appreciate your understanding.
Our Report Suspicious and End User Sync features are experiencing issues due to an issue occurring in Microsoft Azure. We are monitoring the issue and we'll notify when Microsoft provides additional information. https://azure.status.microsoft/en-us/status
Microsoft has resolved their incident.
We are currently aware of issues relating accessing Training and Admin functionality in our product. Users may have difficulty accessing or receive errors when attempting to perform these actions.
The issue has been resolved.
Due to our products reliance on AWS we are experiencing service disruptions until the issue has been resolved by AWS. https://health.aws.amazon.com/health/status
The majority of our systems have recovered from the service disruptions. Training, Report Suspicious and Phishing Simulations are all operational. Users may experience data delays in our reports while the data is being processed. We are continuing to monitor our systems to ensure that it remains operational while AWS restores its services.
We are continuing to see delays in our Training Export Only Reports. We are in the process of mitigating the issue and will update further once it is resolved. All other systems and real time reporting are operational at this time.
We are continuing to monitor for any further issues.
This incident has been resolved.
On October 7, a product update unintentionally caused Admin Email Notifications to be sent to previously configured admin email addresses, even if the notification feature had been disabled. Admin Email Notifications are the raw reported messages forwarded from users’ mail clients to the email addresses you’ve defined. These messages have a subject line prepended with “Potential” or “Simulated Phish”. In affected environments, administrators had disabled the notification feature but had not removed the associated email addresses. The October 7 update caused Report Suspicious to resume sending notifications to those stored addresses. On October 8, we deployed a fix to correct this behavior. Admin Email Notifications are now respecting the configured settings, and no further unexpected forwarding is occurring. We apologize for the disruption and appreciate your understanding.
We identified and resolved an issue in our training product where completed training scores were not appearing in reports. In addition, training modules may have been unexpectedly starting in Spanish for the end user. The root cause has been addressed, and the system is now functioning as intended. Some customers may still notice missing training scores for sessions completed during the impacted period. We are actively working to restore this data and ensure it is visible in reports. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we finalize these updates.
This incident has been resolved and all systems are operational.
A small subset of customers may experience an error using PhishAlarm for all users: "Please verify that your email address is registered in the Security Awareness Training Platform with your administrator." Our team is engaged and working to restore service. We will update here shortly. Most customers are not impacted.
This incident has been resolved.