Teradici experienced a minor incident on January 27, 2022 affecting Downloads, lasting 2d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 27, 2022, 08:56 PM UTC
We are investigating an issue that appears to impact the ability to download files, in particular it is impacting downloads and configurations of Cloud Access Connector and the PCoIP Connection Manager/Security Gateway 22.01.
- identified Jan 27, 2022, 09:47 PM UTC
The download service appears to be undergoing significant load which is impacting the ability to successfully download some files. At this time it appears limited to the Cloud Access Connector and PCoIP Connection Manager/Security Gateway 22.01 downloads. Not all regions are impacted. This status will be updated as more information becomes available or changes.
- monitoring Jan 27, 2022, 10:49 PM UTC
Mitigations have been applied and we expect service to return to normal shortly. We will monitor the situation and update as required.
- identified Jan 28, 2022, 12:51 AM UTC
Mitigations have been applied and installations of the Cloud Access Connector are available. The PCoIP Connection Manager/Security Gateway 22.01.0 installations however continue to fail. We are working on a resolution to that issue. In the meantime previous versions of the PCoIP Connection Manager/Security Gateway can be obtained. Updates will be provided as available.
- identified Jan 28, 2022, 06:25 PM UTC
We have received reports of issues for some customers installing the Cloud Access Connector, which may be related to this incident. We are investigating.
- identified Jan 28, 2022, 06:47 PM UTC
We have identified that our Cloud Access Installer is unable to authenticate against the download service, resulting in failed updates and installations. We are working on workarounds and resolution and will update as they become available.
- monitoring Jan 29, 2022, 02:24 AM UTC
Updates have been released for both the Cloud Access Connector (v118) and the PCoIP Connection Manager/Security Gateway 22.01.1 that resolves the issue with failing to install. To install or update, please use the latest release available. If, you are unable to update to the latest release at this time, please contact Global Support Services at https://help.teradici.com. We will continue to monitor the situation and update as necessary.
- resolved Jan 30, 2022, 12:47 AM UTC
This incident has been resolved.