RealVNC incident

We are investigating issues with the newest MacOS instant support binary

Minor Resolved View vendor source →

RealVNC experienced a minor incident on June 5, 2020 affecting On-Demand Assist - Branding Service, lasting 6h 48m. The incident has been resolved; the full update timeline is below.

Started
Jun 05, 2020, 11:52 AM UTC
Resolved
Jun 05, 2020, 06:40 PM UTC
Duration
6h 48m
Detected by Pingoru
Jun 05, 2020, 11:52 AM UTC

Affected components

On-Demand Assist - Branding Service

Update timeline

  1. investigating Jun 05, 2020, 11:52 AM UTC

    We are currently investigating this issue.

  2. identified Jun 05, 2020, 11:54 AM UTC

    The issue has been identified --- this only affects branded Instant Support binaries for MacOS. A fix is being investigated.

  3. identified Jun 05, 2020, 11:55 AM UTC

    We are continuing to work on a fix for this issue.

  4. identified Jun 05, 2020, 02:13 PM UTC

    A fix is being implemented.

  5. monitoring Jun 05, 2020, 02:24 PM UTC

    We have implemented a fix and are currently monitoring the solution. Branded MacOS binaries will now work after being redownloaded.

  6. resolved Jun 05, 2020, 06:40 PM UTC

    This incident has been resolved. Instant Support custom branded binaries for MacOS can now be downloaded without issues.