Event Summary:
On March 20th around 18:20 UTC, we experienced service interruptions in Americas (AMER) region of the WatchGuard Cloud Login (WGC). This event, which lasted 20 minutes, is now resolved and the WG Cloud Login service is operating normally.
For customers registered to the AMER WGC region, this resulted in an inability to log into the Web UI. However, customers who were already logged into the AMER WGC region were able to access all cloud-based services, such as AuthPoint or Administration services, which continued to operate normally.
Event Findings:
At approximately 18:20 UTC on March 20th, 2023, we experienced increased timeouts during WatchGuard Cloud (WGC) login attempts in the AMER region. By 18:33 UTC we were able to isolate the cause as an internal component of the WGC Login service triggering some login requests to time out. At 18:40 UTC, we identified a solution to mitigate the problem but our self-healing architecture restored the WGC Login service to normal operation before the mitigation was deployed. After our systems fully recovered, we proceed to deploy our identified fix in order to prevent future occurrences. We are also investigating the root cause that triggered this event and delayed our systems from self-healing faster. Throughout this event, customer logins in the European (EMEA) or Asia-Pacific (APAC) WGC regions were unaffected, customers already logged in to the AMER region were able to access all cloud-based services without interruptions, and all other services, such as AuthPoint Authentications, continued to operate normally.
We sincerely apologize for the impact on our affected customers, and we know the stability of the WatchGuard Cloud is important to you and your business.