StarRez experienced a critical incident on October 29, 2025 affecting Australia East and StarRez Cloud Payment Service and 1 more component, lasting 8h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 29, 2025, 04:25 PM UTC
Customers in all regions are currently experiencing service disruptions. - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events.
- identified Oct 29, 2025, 04:46 PM UTC
We have received confirmation from our upstream vendor regarding ongoing issues and are actively monitoring the situation. - Next update expected within 60 minutes, or as warranted by a change of events.
- identified Oct 29, 2025, 05:47 PM UTC
We are actively monitoring the situation. - Next update as warranted by a change of events.
- identified Oct 29, 2025, 06:58 PM UTC
We have isolated the issue to StarRez Payments and StarRez CDN. Engineers are looking to mitigate the issue with CDN to bring customer sites back online. Our upstream provider has implemented a mitigation and is rolling back their change now. Customers may see sites become functional again, however StarRez payments remains impacted. - Next update expected within 60 minutes, or as warranted by a change of events.
- identified Oct 29, 2025, 08:06 PM UTC
Engineers are still attempting mitigations for StarRez CDN to bring customers back online. Our upstream provider has rolled back their change and we are waiting for their full mitigation. Customers may see sites become functional again, however StarRez payments remains impacted. - Next update expected within 60 minutes, or as warranted by a change of events.
- monitoring Oct 29, 2025, 08:26 PM UTC
Services are returning to normal. We are closely monitoring the situation to ensure continued stability Next update will be provided within 2 hours, or sooner if circumstances change.
- resolved Oct 30, 2025, 12:56 AM UTC
This incident has been resolved.
- postmortem Dec 10, 2025, 01:04 AM UTC
**StarRez Root Cause Analysis** **Overview** On 30 October 2025, StarRez experienced service disruptions due to a major global outage affecting Microsoft Azure Front Door. The incident impacted StarRez Cloud applications, resulting in payment unavailability and usability issues as CDN-hosted content became inaccessible. **Root Cause** At 15:44 UTC, an erroneous configuration change within Azure Front Door’s global routing infrastructure was deployed by Microsoft. [Post Incident Review \(PIR\) - Azure Front Door - Connectivity issues across multiple regions](https://azure.status.microsoft/status/history/?trackingId=YKYN-BWZ) This change disrupted the service’s ability to correctly route and resolve traffic through the Azure edge network, causing intermittent connectivity failures and degraded performance across multiple regions. StarRez Cloud utilises Azure Front Door for several capabilities and availability was directly impacted as a result of the upstream outage. **Resolution** Microsoft identified and rolled back the faulty configuration. By 20:22 UTC, core services began recovering, with full restoration and stability confirmed by 23:41 UTC on 30 October 2025. All StarRez systems returned to normal operation following confirmation of Microsoft’s remediation. **Next Steps** StarRez will conduct a review of the affected services to evaluate potential improvements in fault tolerance.