Gorelo Outage History

Started Sep 01, 2026, 09:19 AM UTC· resolved Sep 01, 2026, 09:53 AM UTC

1. investigating Sep 01, 2026, 09:19 AM UTC

   We are currently investigating an issue affecting the PSA service. Customers may experience degraded performance, including delays when loading and updating tickets, intermittent failures when updating ticket status, issues with inbound email ingestion, and delays or failures when sending outbound ticket comments. Our team is actively investigating the issue and working to restore normal service. We will provide further updates as more information becomes available.

2. resolved Sep 01, 2026, 09:53 AM UTC

   The application degradation we experienced earlier has now settled, and the application is operating normally. The issue was related to the release of the latest Agent version, which included improvements and bug fixes for the Live CLI. We have identified the underlying problem and taken the necessary steps to ensure this issue does not recur in future releases. We sincerely apologise for the disruption and appreciate your patience and understanding while we worked to resolve it.

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Started Aug 21, 2026, 01:30 AM UTC· resolved Aug 21, 2026, 04:33 AM UTC

1. investigating Aug 21, 2026, 01:30 AM UTC

   We're investigating an issue affecting in-app notifications in both our US and Australian regions. Some users may not be receiving notifications in the web app, or may be receiving them with a delay. All other parts of the platform — including ticketing, device monitoring, alerting and automations — are operating normally. Our engineering team is actively investigating.

2. investigating Aug 21, 2026, 03:38 AM UTC

   Our team has identified the underlying cause of this issue and is working on a fix. This is a platform-side issue and does not require any action from customers. Ticketing, monitoring, alerting and automations remain unaffected, and no alert or event data has been lost — the impact is limited to in-app notification delivery.

3. investigating Aug 21, 2026, 04:15 AM UTC

   We've applied a fix and in-app notification delivery has returned to normal levels in both the US and Australian regions. We're monitoring closely to confirm the issue is fully resolved. If you're still not seeing new notifications in the web app, a browser refresh should resolve this. Please contact support if the problem persists.

4. resolved Aug 21, 2026, 04:33 AM UTC

   This incident is now resolved. In-app notification delivery has been stable in both regions since and all services are operating normally.

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Started Aug 11, 2026, 10:06 AM UTC· resolved Aug 11, 2026, 11:28 AM UTC

1. investigating Aug 11, 2026, 10:06 AM UTC

   We are currently investigating an issue affecting the PSA service. Customers may experience degraded performance, including delays when loading and updating tickets, intermittent failures when updating ticket status, issues with inbound email ingestion, and delays or failures when sending outbound ticket comments. Our team is actively investigating the issue and working to restore normal service. We will provide further updates as more information becomes available.

2. investigating Aug 11, 2026, 10:45 AM UTC

   Update: Azure Service Bus Identified as Cause of Connection Issues Following up on our previous notice, our engineering team has isolated the root cause of the intermittent connection drops to our Azure Service Bus infrastructure. Current Status: Active Mitigation & Troubleshooting Impact: Continued connectivity drops and message timeouts due to the underlying Azure service performance. Next Steps: Our team is currently in communication with the Microsoft team

3. resolved Aug 11, 2026, 11:28 AM UTC

   Azure Service Bus Connectivity Issues We’re pleased to confirm that the connectivity issues affecting the PSA service have been resolved. Current Status: Resolved Impact: Intermittent connectivity drops, message timeouts, and related delays have returned to normal. Our engineering team has continued to monitor the service and has confirmed that the system is operating normally.

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Started Jul 23, 2026, 03:53 PM UTC· resolved Jul 23, 2026, 05:24 PM UTC

1. investigating Jul 23, 2026, 03:53 PM UTC

   We are currently experiencing degraded performance affecting our authentication services due to Azure Front Door. As a result, some users may experience intermittent login issues, including delayed authentication or failed sign-in attempts. Our team is actively monitoring the situation and working to mitigate the impact. We will provide further updates as more information becomes available.

2. resolved Jul 23, 2026, 05:24 PM UTC

   The earlier degraded performance caused by Azure Front Door has been mitigated, and users should no longer experience intermittent login issues. We will continue to monitor the service to ensure ongoing stability.

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Started May 29, 2026, 01:00 PM UTC· resolved May 29, 2026, 09:51 PM UTC

1. investigating May 29, 2026, 01:00 PM UTC

   We are monitoring a power outage related incident currently underway at the Azure USW region. We have noticed elevated error rates in email delivery and device authentication. We will post updates as they are made available. Further details about the incident and it's recovery are also available here. https://azure.status.microsoft/en-us/status

2. investigating May 29, 2026, 03:30 PM UTC

   Although we do not have an "all clear" from Azure, we have seen most service metrics return to baseline. The logging service is still down (Log Analytics) so we aren't able to see traces and errors. We do not believe this outage caused any loss of data in transit or at rest. Timeline: Though Azure reported their power event at 4:30 UTC, we started to see first impacts to our service at around 8am UTC. We then saw intermittent impact to emails, connectivity and backend performance until 17:30 UTC. Since then, we have seen metrics return to normal. We will provide a more detailed outage report once the event is clearly behind us.

3. investigating May 29, 2026, 06:00 PM UTC

   We are not out of the woods yet. Azure has provided a more detailed update. Cause: Severe thunderstorm hit the West US 2 datacenter at ~04:27 UTC. Complete utility power loss, generator failover partially failed (synchronization + thermal protection issues), cooling systems also failed. Cascading failure exceeded N+1 redundancy. This has been ongoing for 13+ hours. Services still impacted: Azure SQL - DB Redis - Cache Azure Functions - Webhooks, edge compute Storage Application Insights/Log Analytics VMs/Container Apps - Compute We are monitoring metrics available for each of the above services. Log Analytics is the only service no longer live for us. The rest of the services are within range of baseline metrics.

4. investigating May 29, 2026, 09:01 PM UTC

   Microsoft has confirmed that datacenter utility power in West US 2 has been fully restored. Cooling has normalized, and the majority of upstream network and storage infrastructure has recovered. Two storage components are still completing final recovery and data integrity validation, with Microsoft estimating full restoration within the next couple of hours. On our side, service metrics remain within baseline range and we have not observed any further degradation since this morning. We are continuing to monitor closely as the remaining upstream components finish validation, and will confirm full mitigation once Azure declares the event resolved.

5. resolved May 29, 2026, 09:51 PM UTC

   Microsoft has confirmed the underlying infrastructure issue in West US 2 has been mitigated, with the vast majority of downstream services restored. Log Analytics remains in active mitigation upstream, which continues to limit some of our internal observability, but all customer-facing services have returned to normal operation. We are marking this incident resolved.

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Started May 20, 2026, 08:05 PM UTC· resolved May 22, 2026, 01:35 AM UTC

1. investigating May 20, 2026, 08:05 PM UTC

   We are currently investigating an outage affecting our IoT Hub, which has caused a number of assets to disconnect and is resulting in inaccurate offline status reporting across the platform. Underlying device functionality is not impacted. Updates to follow.

2. investigating May 20, 2026, 08:49 PM UTC

   The connectivity issue has been traced to a throttling error on the Azure IoT Hub platform. A support case has been raised with Microsoft Azure. Workaround: To reduce alert fatigue, we recommend temporarily removing the Connectivity check from your Base Server policy (or equivalent) until this is resolved. Updates to follow.

3. investigating May 20, 2026, 08:51 PM UTC

   We are now actively engaged with a Microsoft support engineer who is investigating the issue on the Azure IoT Hub platform. We'll continue to share progress as we receive it. Workaround: To reduce alert fatigue, we recommend temporarily removing the Connectivity check from your Base Server policy (or equivalent) until the issue is resolved. Please note that affected assets will need to come online long enough for the policy change to be distributed, which may be intermittent given the current connectivity issues. We are also investigating options to suppress these false positive Connectivity alerts globally on our side. Further updates to follow.

4. investigating May 20, 2026, 10:31 PM UTC

   Microsoft support engineers have applied changes on the Azure IoT Hub side, and assets are beginning to recover. We're monitoring as connectivity restores across the fleet. If you applied the Connectivity check workaround, please hold off on reverting until we confirm full recovery. A final update will follow.

5. investigating May 20, 2026, 10:50 PM UTC

   The issue has been resolved following the changes applied by Microsoft on the Azure IoT Hub platform. Assets have reconnected and status reporting is back to normal. You can now re-add the Connectivity check to your Base Server policy (or equivalent). Appreciate your patience and a post incident report will follow in the coming days.

6. resolved May 22, 2026, 01:35 AM UTC

   A summary of the recent IoT Hub disruption is now available at the link below. Appreciate your patience throughout. https://gorelo.notion.site/IoT-Hub-Connectivity-May-20-2026-36664c67933980e4be7fccbf15efd94d

7. investigating May 22, 2026, 01:35 AM UTC

   A summary of the recent IoT Hub disruption is now available at the link below. Appreciate your patience throughout. https://gorelo.notion.site/IoT-Hub-Connectivity-May-20-2026-36664c67933980e4be7fccbf15efd94d

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