Sydney FortiGate Firewall

Update timeline

1. investigating Feb 04, 2026, 07:17 PM UTC

   We have identified an issue affecting customers with IPsec tunnels terminating on the Sydney FortiGate Firewall cluster. Following scheduled maintenance performed earlier this morning (https://status.mysau.com.au/incidents/5zddznmjtl8h) some IPsec tunnels are currently offline and are not re-establishing as expected. Our network and engineering teams are actively investigating this issue and are working directly with Fortinet Support to restore affected services as quickly as possible. At this time, only customers with IPsec tunnels in Sydney are impacted. Other services remain operational. Further updates will be provided as more information becomes available.

2. identified Feb 04, 2026, 08:19 PM UTC

   Our network and engineering teams have identified a number of configuration inconsistencies following the firmware update performed earlier this morning. We are currently preparing to roll back the firmware update and restore the firewall configuration from backup in order to return service stability and consistency. This rollback will cause a service outage of up to 10 minutes while the configuration is reloaded. The rollback is scheduled to start between 7:30 AM and 08:00 AM Further updates will be provided as work progresses.

3. identified Feb 04, 2026, 08:56 PM UTC

   We are currently working with FortiGate support to reload the Firewalls in Sydney. Some customers may be experiencing intermittent connectivity loss at this time.

4. identified Feb 04, 2026, 09:20 PM UTC

   After advice from FortiGate, we have been able to successfully reload one side of the HA FortiGate Firewall Cluster. We are reloading the opposite side now; there will be a brief outage of all traffic while this happens. The outage is expected to be 5-7 minutes Updates to follow

5. identified Feb 04, 2026, 09:45 PM UTC

   The reload of the other side of the Fortigate Firewall cluster has not resulted in full connectivity for all services. Our Network and System Engineers are still reviewing this and we will update once we have further information.

6. identified Feb 04, 2026, 09:48 PM UTC

   Most services have now been restored following the rollback and configuration restore. VPS Connectivity has been restored One final firewall reload is required to complete the work. During this reload, customers may experience a brief service interruption. Further updates will be provided shortly.

7. monitoring Feb 04, 2026, 10:10 PM UTC

   All services have been restored. Firewall configurations have been restored from the backup taken prior to this morning's scheduled maintenance. The firewall cluster is now in sync, and all customer workloads are back online. Both firewalls are now running the latest firmware version. No further downtime is expected.

8. resolved Feb 05, 2026, 11:25 PM UTC

   This incident has been resolved.