Pulseway experienced a minor incident on November 24, 2025 affecting SaaS - Europe and Remote Control - Europe, lasting 16h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 24, 2025, 01:38 AM UTC
We are experiencing degraded performance on Pulseway - EU servers, which may impact administrators ability to manage endpoints. We are aware of the issue and our team is actively working to resolve the issue. We apologize for any inconvenience caused. - Cloud Operations Team
- monitoring Nov 24, 2025, 12:55 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 24, 2025, 05:39 PM UTC
This incident has been resolved.
- postmortem Dec 01, 2025, 06:29 PM UTC
**Summary:** After scheduled system maintenance on 21st November 2025 for Pulseway in the EMEA region, managed devices running Windows Server versions prior to 2016 were unable to connect to the Pulseway service and appeared offline in the Web Application. **Root Cause:** The maintenance, completed at 11:00 PM \(UTC\) on 21st November 2025, involved updating the regional load balancer network to enforce FIPs-compliant connection security and encryption standards. Post-upgrade, affected Operating Systems failed the TLS handshake with the server due to lack of support for the required cipher suites, resulting in connection failures. **Resolution:** The update was rolled back on 24th November 2025 at 10:30 AM \(UTC\) to restore compatibility, allowing impacted managed devices to reconnect successfully. **Preventative Measures:** To mitigate risk and prevent recurrence, the following initiatives are being implemented: * **Progressive Rollout Strategies:** The Kaseya R&D Team will evaluate staged deployment strategies to detect and resolve unforeseen issues before they affect a wider user base. * **Enhanced Customer Experience Monitoring:** Options are being considered to implement more robust synthetic and real-user testing to better simulate and monitor customer experience following deployments. * **Minimum System Requirements Review:** The Kaseya R&D and Product Management teams will review and update the documented minimum system requirements to align with the product roadmap and ensure compatibility with supported environments. As part of this process, support for end-of-life operating systems will be assessed against current security and compliance standards and will be phased out in future Pulseway releases. * **Enhanced Incident Management and Response:** Global Kaseya Teams will continue to train on Incident Management playbooks to strengthen internal coordination and response during incident events.