Active Incident

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Investigating - Help Desk Services - Chat Channel IssuesPartial Service Disruption

Incident Status

Partial Service Disruption

Components

ConnectWise Help Desk Services™

Locations

APAC, EMEA, North America, All Regions, Other Regions


September 26, 2023 11:37AM EDT
[Investigating] We are currently investigating reports of Chat Channel Issues on Help Desk Services. In the meantime, please assure your customers that phone, PSA, and email are operating normally. We will follow up with more information soon.

September 26, 2023 12:05PM EDT
[Identified] The reports of delays in chat channel on Help Desk Services have been identified and we are working on implementing a fix.

September 26, 2023 2:26PM EDT
[Monitoring] A fix has been implemented and we are monitoring the results.

BrightGauge, a ConnectWise solution

Operational

Marketing Campaign Management

Operational

Change Approval

Operational

Chat

Operational

Cloud Billing (formerly ConnectWise Cloud Console)

Operational

ConnectWise Automate

Operational

ConnectWise Command

Operational

ConnectWise Co-Managed SIEM

Operational

ConnectWise ScreenConnect™

Operational

ConnectWise.com

Operational

ConnectWise Endpoint Policy Management

Operational

ConnectWise Help Desk Services™

Partial Service Disruption

ConnectWise Home

Operational

ConnectWise Identify Assessment

Operational

ConnectWise PSA™ (formerly Manage)

Operational

ConnectWise MarketPlace

Operational

ConnectWise MDR (EDR)

Operational

BCDR (competency)

Operational

ConnectWise Risk Assessment

Operational

ConnectWise RMM™

Operational

ConnectWise SaaS Backup™ (formerly Recover SaaS)

Operational

ConnectWise CPQ™ (formerly Sell)

Operational

ConnectWise SIEM

Operational

ConnectWise University

Operational

Customer Portal

Operational

ITBoost, a ConnectWise solution

Operational

SLIQ, a ConnectWise solution

Operational

SmileBack, a ConnectWise solution

Operational

SSO

Operational

Cloud Billing (formerly ConnectWise Unite)

Operational

Asio (ITS Portal)

Operational

User Billing

Operational

ConnectWise Virtual Community

Operational

ConnectWise Continuity Backup

Operational

ConnectWise Co-Managed Backup

Operational

ConnectWise NOC Services™

Operational

Wise-Sync, a ConnectWise solution

Operational

Wise-Pay, a ConnectWise solution

Operational

Locations

Scheduled Maintenance

Upcoming downtime: ConnectWise NOC Services, October 7Planned Maintenance

Schedule

October 7, 2023 1:00AM - 3:00AM EDT

Components

ConnectWise NOC Services™

Locations

EMEA

Description

Due to third-party maintenance, downtime is scheduled for ConnectWise NOC Services on Saturday, October 7, from 1:00am-3:00am ET (6:00am-8:00am BST). Please be advised that during this two-hour downtime, the ConnectWise NOC Services team will not be accessible via the Chat feature. We appreciate your patience and understanding. If you have any questions or concerns about this upcoming downtime, please contact us at help@connectwise.com.
Upcoming downtime: ConnectWise SSO and Asio, October 7Planned Maintenance

Schedule

October 7, 2023 1:30AM - 2:30AM EDT

Components

SSO, Asio (ITS Portal)

Locations

APAC, EMEA, North America, All Regions, Other Regions

Description

Please note in your calendar that there will be a downtime scheduled for ConnectWise Single Sign-On (SSO) on Saturday, October 7, from 1:30am to 2:30am ET, to perform routine maintenance. During this one-hour downtime period, new ConnectWise SSO and Asio platform logins (including non-ConnectWise SSO logins) will not work, and you will not be able to access any products or services linked via ConnectWise SSO or on Asio. If you are logged in prior to the downtime, you will continue to be able to access your instance during the downtime window, but you may experience slight service degradation. We appreciate your patience and understanding as our team works to improve our service to you. If you have any questions or concerns about this planned downtime, please contact us at help@connectwise.com.
Upcoming downtime: ConnectWise NOC Services, October 28Planned Maintenance

Schedule

October 28, 2023 12:00AM - 2:00AM EDT

Components

ConnectWise NOC Services™

Locations

APAC, EMEA, North America, All Regions, Other Regions

Description

Due to third-party maintenance, a downtime is scheduled for ConnectWise NOC Services on Saturday, October 28, from 12:00am-2:00am ET. Please be advised that during this two-hour downtime, the ConnectWise NOC Services team will not be accessible via the Chat feature. We appreciate your patience and understanding. If you have any questions or concerns about this upcoming downtime, please contact us at help@connectwise.com.

History

Scheduled maintenance: ConnectWise SIEM, 2023-09-27Planned Maintenance

Description

On Wednesday September 27, 2023 we will be performing maintenance on one of our ESS clusters. During this time, we recommend avoiding making the following changes within ConnectWise SIEM: *Event Notifications*: Do not update or create new Event Notifications during the maintenance window as they will not be saved. Updates to Event notification rules will not be saved during this time. *Saved Objects*: Do not update or create new saved objects during the maintenance window such as Reports/Dashboards/Visualizations/Maps/Saved Searches. Updates to any of these services will not be saved during this time. *Marketplace*: Do not update or create new collections during the maintenance window. Updates to items within a collection will not be saved. Do not install new collections during this time as new installations will not be saved. We do not anticipate any disruption to Event Notifications triggering, or the generation of alerts during this time. Normal SOC services will continue, as will report generation.


Components

ConnectWise Co-Managed SIEM


Locations

All Regions


Schedule

September 27, 2023 9:00PM - September 27, 2023 11:00PM EDT


September 28, 2023 12:33AM EDT
[Update] maintenance started 9pm est

September 28, 2023 12:34AM EDT
[Update] Maintenance finished successfully without any known issues as of 11pm EST on September 27, 2023. If there are any issues with saving collections, visualizations, maps, event notifications, or modifications to event notifications after this point, please reach out to security product support for assistance.
Investigating - ConnectWise RMM/Command to PSA ticket sync delayService Disruption

Incident Status

Service Disruption


Components

ConnectWise Command, ConnectWise Help Desk Services™, ConnectWise RMM™, ConnectWise NOC Services™


Locations

All Regions



September 27, 2023 3:34PM EDT
[Investigating] We are experiencing a possible issue with ConnectWise RMM/Command to PSA ticket sync delay. We will follow up with more information soon.

September 27, 2023 3:47PM EDT
[Monitoring] We have identified and applied the fix to resolve the sync issue for the ticket. We are continuing to monitor the system for next 15 minutes.

September 27, 2023 3:57PM EDT
[Resolved] We have confirmed that the issue is resolved. All pending tickets are successfully synced with PSA.
Investigating - ConnectWise PSA - Slowness reported on NA CloudDegraded Performance

Incident Status

Degraded Performance


Components

ConnectWise PSA™ (formerly Manage)


Locations

North America



September 27, 2023 1:45PM EDT
[Investigating] We are currently investigating reports of slow loading on ConnectWise PSA (formerly Manage) NA Cloud. We will follow up with more information soon.

September 27, 2023 2:11PM EDT
[Resolved] This has been resolved. ConnectWise PSA (formerly Manage) is now operating as usual.
Investigating - Manage- Screen freeze when adding a ticket note.Partial Service Disruption

Incident Status

Partial Service Disruption


Components

ConnectWise PSA™ (formerly Manage)


Locations

North America



September 26, 2023 4:21AM EDT
[Investigating] We are investigating the issue where the partners are getting/have their screen freeze when adding a note to a ticket. Notes window either freezes or is delayed substantially.

September 26, 2023 6:13AM EDT
[Investigating] We continue to actively investigate the issue where the partners screens get frozen while adding ticket notes and will provide further updates in this post as soon as we have additional details.

September 26, 2023 7:37AM EDT
[Investigating] We are still investigating reports of a screen freeze when updating notes. We will follow up with more information soon.

September 26, 2023 8:15AM EDT
[Resolved] This has been resolved. ConnectWise PSA notes are now operating as usual.
Investigating - ScreenConnect - Unable to take remote access from Asio PlatformPartial Service Disruption

Incident Status

Partial Service Disruption


Components

ConnectWise ScreenConnect™


Locations

APAC, EMEA



September 26, 2023 4:19AM EDT
[Investigating] We are currently investigating reports of partners unable to take remote access from devices page on Asio platform. We will follow up with more information soon.

September 26, 2023 4:51AM EDT
[Identified] We have identified the issue that causes issue with remote access from Asio Platform. Our team are working on making necessary changes to resolve the same. Workaround: Users can take remote access for the target endpoints from the ScreenConnect portal.

September 26, 2023 5:44AM EDT
[Monitoring] The reports of partners unable to take remote access from the Asio Platform has been identified and we are implementing a fix.

September 26, 2023 6:46AM EDT
[Resolved] This has been resolved. Remote Access from the Asio portal is now operating as usual.
Investigating - Help Desk Services - Delay in Chat ChannelPartial Service Disruption

Incident Status

Partial Service Disruption


Components

ConnectWise Help Desk Services™


Locations

APAC, EMEA, North America, All Regions



September 25, 2023 12:25PM EDT
[Investigating] Help Desk Services is experiencing an outage with chat method when contacting Help Desk Services. Please be advised we are actively working the issue. In the mean time, please assure your end users that Phone, PSA and Email are operating normally.

September 25, 2023 12:36PM EDT
[Identified] The reports of delays in chat channel have been identified and we are working on implementing a fix.

September 25, 2023 2:35PM EDT
[Monitoring] A fix has been implemented and we are monitoring the results.

September 25, 2023 3:01PM EDT
[Resolved] This has been resolved. Help Desk Services is now operating as usual.
Scheduled maintenance: ConnectWise PSA Global Search(NA Cloud), 9/22/2023 -9/24/2023Planned Maintenance

Description

We have a scheduled maintenance period Friday 9/22/2023 between 4:00am EST and will continue through Sunday 9/24/2023 at 4:00AM EST for PSA instances on the NA Cloud. During this scheduled maintenance period, please note that the global search feature will not have access to historical records other than tickets. We will advise when maintenance is complete, and service is restored. We appreciate your patience and apologize for any inconvenience.


Components

ConnectWise PSA™ (formerly Manage)


Locations

North America


Schedule

September 22, 2023 4:00AM - September 24, 2023 4:00AM EDT


September 22, 2023 4:00AM EDT
[Update] We have started maintenance today on Friday 9/22/2023 at 4:00am EST and will continue through Sunday 9/24/2023 at 4:00AM EST for PSA instances on the NA Cloud. During this scheduled maintenance period, please note that the global search feature will not have access to historical records other than tickets. We will advise when maintenance is complete, and service is restored. We appreciate your patience and apologize for any inconvenience.

September 24, 2023 4:00AM EDT
[Update] Maintenance for ConnectWise Global Search on the NA Cloud is now complete. All systems are operational. We appreciate your patience and understanding during this time of maintenance.
NA Cloud partners are receiving an “Error handling RPC Response” when logged into PSAPartial Service Disruption

Incident Status

Partial Service Disruption


Components

ConnectWise PSA™ (formerly Manage)


Locations

North America



September 24, 2023 3:22AM EDT
[Identified] NA Cloud partners are receiving “Error handling RPC Response” error when logged into PSA.

September 24, 2023 3:33AM EDT
[Investigating] NA Cloud partners are receiving an error “Error handling RPC Response” when logged into PSA. We are actively looking into it.

September 24, 2023 3:48AM EDT
[Resolved] NA Cloud partners are receiving an error “Error handling RPC Response” when logged into PSA. The issue has been fixed.
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