RealVNC incident

Recent Instant Support branded binaries on Windows causing SmartScreen warnings

Major Resolved View vendor source →

RealVNC experienced a major incident on October 28, 2020 affecting On-Demand Assist - Branding Service, lasting 4d 15h. The incident has been resolved; the full update timeline is below.

Started
Oct 28, 2020, 04:53 PM UTC
Resolved
Nov 02, 2020, 08:32 AM UTC
Duration
4d 15h
Detected by Pingoru
Oct 28, 2020, 04:53 PM UTC

Affected components

On-Demand Assist - Branding Service

Update timeline

  1. investigating Oct 28, 2020, 04:53 PM UTC

    We are aware that users being supported via Instant Support, in cases where RealVNC customers changed their Instant Support branding recently (since 25th September), are experiencing difficulties downloading and running the branded Instant Support executable and are receiving SmartScreen warnings on Windows. NOTE: the recently branded Instant Support executable can still be run by choosing to "Run anyway" if necessary

  2. identified Oct 28, 2020, 04:53 PM UTC

    The issue has been identified and a fix is being worked on.

  3. monitoring Oct 31, 2020, 12:22 PM UTC

    A fix has been implemented and we are monitoring.

  4. resolved Nov 02, 2020, 08:32 AM UTC

    This incident has been resolved.