Pulseway experienced a critical incident on November 21, 2024 affecting SaaS - United States and Remote Control - United States, lasting 2h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 21, 2024, 01:50 PM UTC
We are experiencing an outage on Pulseway - US servers that may be resulting in agents offline and impacting administrators ability to manage endpoints. Our team is working to restore functionality on the instance at this time. We apologize for any inconvenience. - Cloud Operations Team
- identified Nov 21, 2024, 03:51 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Nov 21, 2024, 04:07 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 21, 2024, 04:28 PM UTC
This incident has been resolved.
- postmortem Nov 26, 2024, 01:28 PM UTC
On 21st November 2024 around 13:30 UTC, Pulseway customers in the United States region started experiencing a service issue that resulted in users not being able to login to the Web Application and managed agents going offline. The root cause of this incident was identified to be a configuration issue made apparent by an infrastructure update causing requests to the service to fail. The R&D team resolved the issue with a fail-over and worked with our vendor to ensure that redundancies are available, and appropriately configured, to prevent a future occurrence.