We've completed the next phase of the rollout to the remaining impacted instances. We continue to manually restart ‌instances where the automated fix didn't fully resolve the issue.

Update timeline

1. identified Sep 16, 2026, 08:32 AM UTC

   Disruption Started: serviceDisruption

2. monitoring Sep 16, 2026, 08:45 AM UTC

   We're investigating an issue impacting multiple instances across all regions where customers may experience severe delays, intermittent errors, or an inability to access some services. Some customers are also unable to submit new support cases through the Help portal. We're investigating the issue. We'll provide an update in 30 minutes or sooner if additional information becomes available.

3. monitoring Sep 16, 2026, 09:10 AM UTC

   Investigations indicate that requests are stalling while waiting on a response from an internal login service, which is using up available server resources. Customers continue to experience severe delays, intermittent errors, and inability to access some services. This also affects support case creation. We've attempted a rolling restart on one of the impacted instances to see if that resolves the issue. We'll provide an update in 30 minutes or sooner if additional information becomes available.

4. monitoring Sep 16, 2026, 09:57 AM UTC

   We believe that the issue is caused by an external dependency failure that's impacting the legacy login server. We're blocking the Application Programming Interface (API) endpoint as a potential mitigation step. We also engaged our third-party infrastructure provider to determine if there are any issues and they've confirmed that there are no issues with ‌third-party infrastructure. We'll provide an update in 30 minutes or sooner if additional information becomes available.

5. monitoring Sep 16, 2026, 10:01 AM UTC

   We're no longer pursuing restarts as a path to remediation. Customers continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. We'll provide an update in 30 minutes or sooner if additional information becomes available.

6. monitoring Sep 16, 2026, 10:18 AM UTC

   One of our core system components experienced increased load, which limited its capacity to process requests. We're working on a fix to resolve this issue and restore services. We'll provide an update in 30 minutes or sooner if additional information becomes available.

7. monitoring Sep 16, 2026, 10:31 AM UTC

   We're pursuing the fastest path to restore services. We're testing our fix on a test instance. Once the test is validated, we'll roll out the fix fleetwide. Customers continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. We'll provide an update in 30 minutes or sooner if additional information becomes available.

8. monitoring Sep 16, 2026, 10:56 AM UTC

   We've validated the fix successfully on the test instance. We'll now roll out the fix fleetwide to all impacted instances. We'll provide an update in 30 minutes or sooner if additional information becomes available.

9. monitoring Sep 16, 2026, 11:19 AM UTC

   A fleetwide rollout is in progress and customers are starting to see their service return to normal. In parallel, we're working on a code-level permanent fix. We'll provide an update in 30 minutes or sooner if additional information becomes available.

10. monitoring Sep 16, 2026, 11:41 AM UTC

    The rollout is progressing region by region and we're seeing improvement. We don't have a confirmed time of completion. GovCloud customers have been confirmed to be out of impact. Customers may continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. We'll provide an update in 30 minutes or sooner if additional information becomes available.

11. monitoring Sep 16, 2026, 12:13 PM UTC

    The rollout is progressing region-wise and services are returning to normal in regions that are completed. We're monitoring the rollout as it continues, and we're working on a permanent fix. We'll provide an update in 30 minutes or sooner if additional information becomes available.

12. monitoring Sep 16, 2026, 12:39 PM UTC

    As the rollout is progressing region-wise, most instances are recovering. Some customers may still see errors accessing the service until we finish a manual restart on their instance. We don't have a confirmed resolution time. We'll provide an update in 30 minutes or sooner if additional information becomes available.

13. monitoring Sep 16, 2026, 01:13 PM UTC

    We've determined that the rollout didn't fully complete for a number of instances, so some customers may still be experiencing the original issue. We're reapplying the fix now. Some customers may need to clear cached data or restart their session for full recovery. We'll provide an update in 30 minutes or sooner if additional information becomes available.

14. monitoring Sep 16, 2026, 02:00 PM UTC

    We've completed the next phase of the rollout. We're manually restarting ‌instances where the automated fix didn't fully resolve the issue. We’ve received reports of scheduled jobs not running as expected for some customers who are now able to access the service. We're investigating this. Investigations have highlighted that the impact radius is narrower than initially understood. We'll now remove any instances that haven't experienced an impact, and these will no longer receive communications about this incident going forward. Impacted instances will continue to be updated. We apologize for any inconvenience caused. We'll provide an update in 30 minutes or sooner if additional information becomes available.

15. monitoring Sep 16, 2026, 02:27 PM UTC

    We've completed the next phase of the rollout to the remaining impacted instances. We continue to manually restart ‌instances where the automated fix didn't fully resolve the issue. Customers who are affected may continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. We'll provide an update in 30 minutes or sooner if additional information becomes available.