On August 27, 2026, at 10:22 UTC, some customers in our ca1: Cloud - Canada region experienced intermittent issues accessing the platform. During this time, users may have encountered errors when attempting to log in. The impact varied depending on which component handled each request — some requests succeeded while others were unsuccessful.
Root cause
Following a standard system update, a single traffic-routing component in the Canada region entered an inconsistent state after a configuration reload and failed to rebuild its routing instructions correctly. The component began intermittently rejecting or misdirecting customer requests. The component's health checks verified its availability but didn’t capture the correctness of its routing configuration. As a result, it remained active and continued serving traffic. This resulted in some requests succeeding while others were unsuccessful, depending on which component handled the connection.
Recovery
Our engineering team identified the issue and took immediate action. The team isolated the issue to a single traffic-routing component and restarted it. This redistributed all incoming traffic across the remaining healthy components. By 11:08 UTC, the issue was fully resolved.
Corrective and preventative actions
We're implementing the following actions to prevent recurrence:
We're hardening the health checks on our traffic-routing components to immediately isolate and automatically restart any component that fails to validate correctly after a configuration update. This prevents a degraded component from continuing to serve traffic and causing intermittent access failures for customers.
We're refining our monitoring to provide more granular visibility into individual service components. This enables faster detection of localized issues before they affect more customers.
We apologize for the impact this issue has had on your operations. We're committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our Support team.