Some Users Experiencing Degraded Remote Access Functionality

Update timeline

1. investigating Sep 23, 2025, 08:44 PM UTC

   There is currently an issue with Remote Access that does not allow some users to log in or navigate through the Remote Access web application or mobile apps

2. identified Sep 24, 2025, 02:23 PM UTC

   The issues regarding Remote Access have been identified and a fix is being worked on. At this time users previously experiencing issues should be able to log in but they still may see some overall performance issues which are still being worked on to correct

3. identified Sep 24, 2025, 02:34 PM UTC

   The issues regarding Remote Access have been identified and a fix is being worked on. At this time users previously experiencing issues should be able to log in but they still may see some overall performance issues which are still being worked on to correct

4. identified Oct 01, 2025, 01:36 PM UTC

   We are continuing to work on a fix for this issue.

5. monitoring Oct 15, 2025, 04:17 PM UTC

   Our teams have made some tuning adjustments to the Remote Access service and we have seen improved performance and stability. We are currently monitoring the systems and any further reports to ensure these changes resolve the reported issues

6. resolved Nov 07, 2025, 10:00 PM UTC

   Our teams have done some tuning regarding the Remote Access service on our end as well as released a new update for our Desktop users that will change how Remote Access works from the software. You can download this from our websites for your specific product or reach out to your Product's support team for assistance with installation if needed