Degraded Performance - UEM Products

Patch Manager Plus Cloud, Remote Access Plus(Remote Access Plus Cloud), Endpoint Central(Endpoint Central Cloud), Remote Control and System Manager(Remote Access Plus Cloud), Remote Control and System Manager(Endpoint Central Cloud)

During a scheduled build synchronization activity, an unintended configuration inconsistency resulted within the environment. This inconsistency affected the communication flow between devices and the service, resulting in intermittent disruptions.

As a result, some devices experienced temporary connectivity and notification delays. Once the issue was identified, corrective measures were immediately initiated and the updated configuration was re-applied across the impacted systems.

During the recovery phase, a higher-than-normal volume of device reconnection attempts led to increased traffic levels, which caused a brief service interruption at the domain level and short-term processing delays. Service stability was restored shortly thereafter and communication flows returned to normal once queued requests were cleared.

Actions Taken

  • Identified and corrected the configuration inconsistency associated with the build update.
  • Re-deployed the corrected build across affected instances.
  • Scaled and stabilized the environment to handle reconnection traffic efficiently.
  • Closely monitored system performance to ensure full recovery and stability.

Preventive Measures

  • Strengthened configuration validation and build verification controls.
  • Enhanced safeguards around communication mechanisms.
  • Improved rollout monitoring and traffic surge handling during deployment windows.

We sincerely apologize for the inconvenience caused and appreciate your patience and understanding.

The incident has been resolved.

A fix is currently being rolled out to the live environment and is expected to complete within approximately 30 minutes. Our teams are closely monitoring the progress and will provide an update once the rollout is complete. We apologize for the inconvenience and appreciate your continued patience.

We are currently experiencing intermittent service issues, which may result in device live status inconsistencies and failures in on-demand actions for few customers. This issue is due to an internal dependency service disruption. Our teams are actively working to restore full functionality as quickly as possible. We apologize for the inconvenience and appreciate your patience.