Snow Atlas- APAC - Data Ingestion and Processing delays

Update timeline

1. investigating Sep 22, 2026, 05:56 AM UTC

   Incident Description: We are currently investigating an issue affecting a subset of our customers using Snow Atlas in the Australia region. The affected customers may experience delays in seeing the latest computer information and data ingestion may also be impacted. Priority: P2 Restoration Activity: An earlier DNS-related issue was identified and has been resolved. However, additional errors are now being observed. Our technical teams are actively investigating these errors to determine the underlying cause and restore normal processing. We will continue to assess the impact and provide further updates as additional information becomes available.

2. investigating Sep 22, 2026, 07:19 AM UTC

   Our teams have performed targeted service restarts, which have improved the processing delays. Monitoring indicates that inventory data is now being updated successfully. The remaining errors are still under investigation, and our teams are working to identify the underlying cause and implement a permanent fix.

3. monitoring Sep 22, 2026, 10:15 AM UTC

   The remediation actions have resolved the processing delays and stale data issues. Some residual issues remain and are currently under investigation by our technical teams. The teams are monitoring the services and will continue collecting and reviewing logs over the next 24 hours to support the investigation. We will continue to monitor the services closely and provide further updates as more information becomes available.

4. resolved Sep 23, 2026, 07:05 AM UTC

   Our teams continued to monitor the services overnight and confirmed that no new issues have been observed. Additional spot checks were also completed successfully. This incident is now being resolved. Further information regarding the root cause and actions taken will be provided in the post-mortem report.

5. postmortem Oct 13, 2026, 12:49 PM UTC

   **Description:** Snow Atlas- APAC - Data Ingestion and Processing delays **Timeframe:** September 21, 2026, 5:48 PM PDT to September 22, 2026, 3:15 AM PDT ‌ **Incident Summary** On Monday, September 21, 2026, at 5:48 PM PDT , an issue affected multiple Snow Atlas tenants in the Australia East \(AE\) region, resulting in delays in inventory data updates. Affected customers experienced outdated device information on the Computers page, while Snow Extenders displayed a “Running with Errors” status. Errors were also observed during data ingestion. Investigation identified an outdated DNS record associated with previously decommissioned infrastructure in the Australia Southeast region. This record interfered with connectivity to the Australia East environment, preventing inventory data from being processed as expected. The outdated DNS record was removed, allowing traffic to reach the correct endpoint and enabling inventory scan updates to resume. Following the change, inventory counts began progressing, and the affected connectivity service statuses subsequently returned to normal on September 22, 2026, at 3:15 AM PDT. Following an extended period of overnight monitoring, connectivity services remained stable, and the issue was declared resolved on 23 September at 12:05 AM PDT. No further issues have been reported, and the previously used Australia Southeast infrastructure has been fully decommissioned. ‌ **Root Cause** The incident was caused by an outdated DNS record that remained after the decommissioning of infrastructure in the Australia Southeast region. This record directed traffic away from the correct endpoint for the Australia East environment, disrupting connectivity required for inventory data processing. As a result, inventory updates were delayed, and affected customers could not retrieve the latest device information. The outdated record was removed, restoring connectivity to the correct endpoint and allowing inventory processing to resume. ‌ **Remediation Actions** Our teams performed the below actions to restore the services to normalcy: * Identified and removed the outdated DNS record associated with the previously decommissioned infrastructure. * Restored connectivity to the correct Australia East endpoint. * Verified that inventory scan updates and inventory counts were progressing. * Monitored the environment to confirm service stability. * Confirmed that Snow connectivity service statuses subsequently returned to normal and no further issues were reported. ‌ **Future Preventative Measures** * Review DNS record cleanup during infrastructure decommissioning to ensure obsolete records are removed. * Improve post-decommissioning checks to identify records that remain after resource removal.