Workspot Control Affected Due to Downstream Platform Issue

Update timeline

1. investigating Jun 10, 2025, 07:34 AM UTC

   We are currently investigating this issue. We have escalated it by raising a priority ticket with the platform vendor and are working with them to resolve it as quickly as possible. We will provide updates as we learn more.

2. investigating Jun 10, 2025, 08:35 AM UTC

   Update: The issue is still ongoing, and our team is actively working on it with the highest priority. We will share further updates as we receive more information.

3. investigating Jun 10, 2025, 10:33 AM UTC

   Update: The issue is ongoing, and our team is still working closely with the platform vendor to resolve it. We understand the significant impact this has on our customers. We remain committed to restoring service as quickly as possible and will continue to provide updates as we receive more information.

4. investigating Jun 10, 2025, 12:20 PM UTC

   Update: The issue is still ongoing. We are actively following-up with platform vendor. We will keep you updated in regular interval or as soon as we have more information.

5. investigating Jun 10, 2025, 02:32 PM UTC

   Heroku (Salesforce) platform is working through intermittent issue since 0603 UTC affecting multiple Heroku customers. For Workspot, this has impacted certain services that resume VMs and broker user connections to desktops. At this time, some customers will have access to persistent desktops. Users are able to connect to persistent desktops that were powered on (listed as ready, online or disconnected) at the time of impact. Engineering is working on: 1. Verifying that Admins may be able to power on "paused" VMs so that users can connect by selecting "Reboot" VMs from the Control UI or API service. 2. Verifying disabling pause/resume service so no VMs will pause or stop running until Heroku is recovered. 3. Verifying access to non persistent desktop and applications. Workspot Support and Operations will be continuing to communicate updates via status.workspot.com every 60 minutes.

6. investigating Jun 10, 2025, 03:56 PM UTC

   Update: Engineering is still working on: 1. Verifying that Admins may be able to power on "paused" VMs so that users can connect by selecting "Reboot" VMs from the Control UI or API service. 2. Verifying disabling pause/resume service so no VMs will pause or stop running until Heroku is recovered. 3. Verifying access to non persistent desktop and applications.

7. investigating Jun 10, 2025, 05:35 PM UTC

   Heroku (Salesforce) platform is still working through resolving the intermittent issues since 0603 UTC, affecting multiple Heroku customers. Workspot is applying mitigations to workaround and limit the impact of the Heroku outage. Some customers are seeing the restoration of their service. We are still monitoring the environment as Heroku is still working through the process. Workspot Support and Operations will be continuing to communicate updates via status.workspot.com every 60 minutes.

8. monitoring Jun 10, 2025, 06:18 PM UTC

   Heroku (Salesforce) platform has been working through intermittent issues since 0603 UTC, affecting multiple Heroku customers. Workspot has applied mitigations to limit the impact of the Heroku outage. Customers are seeing the restoration of the service for persistent, non-persistent, and applications. Please try accessing your desktops now. Let us know if you have any issues connecting to your desktops. Customer admins don’t have to reboot the VMs at this time per earlier instructions. We are still monitoring the environment as Heroku is still working through the process. Workspot Support and Operations will be continuing to communicate updates via status.workspot.com every 60 minutes.

9. monitoring Jun 11, 2025, 05:32 AM UTC

   Heroku (Salesforce) has resolved their issue. We are still monitoring the environment to ensure the Heroku updates are stable. Our internal systems are showing green on functionality and metrics. Our customers are reporting that services have been restored. We’ll continue to monitor and update as more information and RCA is made available to us.

10. resolved Jun 12, 2025, 07:46 PM UTC

    Workspot systems are fully recovered from this incident.

11. postmortem Jun 17, 2025, 03:46 PM UTC

    Heroku Salesforce posted the [official summary](https://www.heroku.com/blog/summary-of-june-10-outage/) and preliminary [Root Cause Analysis \(RCA\)](https://help.salesforce.com/s/articleView?language=en_US&id=005036674&type=1). Workspot is reviewing the Heroku findings and will provide customers update in a few days.