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Incident detail

2026-January-5 Service Incident

Resolved incidentMajor

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  1. Monitoring

    We have been experiencing device unavailability in our private device cloud in the US data center and have identified the root cause. We have deployed a fix and we are monitoring.

  2. Resolved

    We were experiencing device unavailability in our private device cloud in the US data center and we have deployed a fix. This issue has been resolved. All services are fully operational.

  3. Resolved

    ### Dates:

    Monday, January 5th 2026, 20:40 UTC - 21:04 UTC.

    ### What happened:

    There was a decrease in Real Device availability in the US-West-1 datacenter.

    ### Why it happened:

    During a planned traffic flow migration, a network policy applied to the new traffic path was more restrictive than intended and this resulted in a subset of Real Devices (~40%) failing to maintain required connectivity.

    Although the change followed standard change management and peer review processes, the issue was not identified prior to activation.

    ### How we fixed it:

    The network policy was corrected and affected services recovered.

    ### What we are doing to prevent it from happening again:

    We are reviewing our network change processes to provide earlier detection of unintended behaviour during planned changes.