RealVNC experienced a minor incident on August 19, 2023 affecting Connectivity Service, lasting 2d 22h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 19, 2023, 12:07 AM UTC
Customers may experience issues making cloud connections. We are working on this issue. We apologise for any inconvenience caused.
- identified Aug 19, 2023, 03:27 AM UTC
We have identified the issue and are working on restoring services
- monitoring Aug 19, 2023, 03:36 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Aug 19, 2023, 04:40 AM UTC
Some customers may continue to experience issues when attempting to connect to devices via the RealVNC Cloud. We are working on the issue. We apologise for any inconvenience caused while we work on resolving this issue.
- monitoring Aug 19, 2023, 09:48 AM UTC
We are continuing to work on the issue affecting some customers.
- monitoring Aug 19, 2023, 12:05 PM UTC
We are working on resolving the issue.
- monitoring Aug 20, 2023, 02:52 PM UTC
We are continuing to fix the issue causing cloud connection issues. This work is being done per country/geographic region. Customers in most countries are now be able to connect via the RealVNC cloud but work is continuing to resolve the problem for all customers.
- monitoring Aug 21, 2023, 10:09 PM UTC
We have now fixed the India region and cloud connections are now working in all regions except China. We are continuing to resolve the issue and hope to enable China within the next few hours. Please check back here for updates if you have devices located in China.
- resolved Aug 21, 2023, 10:19 PM UTC
We have now fixed the RealVNC Connect cloud services for the China region. All regions are now fully operational. We apologize for any inconvenience caused.