Resolved after 1 hour 8 minutes, affecting US-West and US-West, on January 5, 2026.
### **Dates:** Monday, January 5th 2026, 20:40 UTC - 21:04 UTC. ### **What happened:** There was a decrease in Real Device availability in the US-West-1 datacenter. ### **Why it happened:** During a planned traffic flow migration, a network policy applied to the new traffic path was more restrictive than intended and this resulted in a subset of Real Devices \(~40%\) failing to maintain required connectivity. Although the change followed standard change management and peer review processes, the issue was not identified prior to activation. ### **How we fixed it:** The network policy was corrected and affected services recovered. ### **What we are doing to prevent it from happening again:** We are reviewing our network change processes to provide earlier detection of unintended behaviour during planned changes.
Affected components
Update timeline
- monitoring Jan 05, 2026, 09:15 PM UTC
We have been experiencing device unavailability in our private device cloud in the US data center and have identified the root cause. We have deployed a fix and we are monitoring.
- resolved Jan 05, 2026, 10:24 PM UTC
We were experiencing device unavailability in our private device cloud in the US data center and we have deployed a fix. This issue has been resolved. All services are fully operational.
- postmortem Feb 20, 2026, 11:03 AM UTC
### **Dates:** Monday, January 5th 2026, 20:40 UTC - 21:04 UTC. ### **What happened:** There was a decrease in Real Device availability in the US-West-1 datacenter. ### **Why it happened:** During a planned traffic flow migration, a network policy applied to the new traffic path was more restrictive than intended and this resulted in a subset of Real Devices \(~40%\) failing to maintain required connectivity. Although the change followed standard change management and peer review processes, the issue was not identified prior to activation. ### **How we fixed it:** The network policy was corrected and affected services recovered. ### **What we are doing to prevent it from happening again:** We are reviewing our network change processes to provide earlier detection of unintended behaviour during planned changes.
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