StarRez experienced a critical incident on July 23, 2026 affecting West US, lasting 5h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 23, 2026, 02:56 PM UTC
Customers in the West US region are currently experiencing a service disruption - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team
- identified Jul 23, 2026, 03:52 PM UTC
We’ve identified an issue with an upstream service provider that is impacting availability for all clients within the West US region. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.
- identified Jul 23, 2026, 04:50 PM UTC
The upstream service provider has confirmed a network infrastructure issue within the West US region. We are actively monitoring the situation. Further updates will be shared as more information becomes available.
- identified Jul 23, 2026, 06:07 PM UTC
The upstream service provider has confirmed a network infrastructure issue within the West US region. The upstream issue has not yet been resolved. We are actively following disaster recovery procedures to restore availability for affected customers. Apologies for any inconvenience, StarRez Team
- monitoring Jul 23, 2026, 06:52 PM UTC
The upstream service provider has implemented a remediating fix for the network infrastructure issue within the West US region. Customer site functionality will begin to be restored as the fix is rolled out We are actively monitoring the situation. Further updates will be shared as more information becomes available.
- resolved Jul 23, 2026, 08:48 PM UTC
This incident has been resolved.
- postmortem Jul 31, 2026, 01:22 PM UTC
**Overview** On 23 July 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 14:44 UTC. All affected customer sites were restored to full operation by 19:24 UTC on 23 July 2026. **Root Cause** The disruption was caused by a region-wide networking outage triggered by a upstream service provider. The change caused affected customer environments to become temporarily unavailable for a number of hours while the upstream service provider worked to resolve the networking issues. **Resolution** StarRez engineers identified the issue promptly and took immediate action to confirm the scope of the outage and raise high-severity support cases with the upstream provider. After confirming the outage with the upstream provider, our engineers began executing a disaster recovery plan to bring customer sites back online in a neighboring cloud region. Once the upstream provider resolved the underlying networking issues, all customer sites were restored to their configured cloud region in the West US and were confirmed fully operational by 19:24 UTC, approximately 4.5 hours after the disruption began. **Next Steps** StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.