Paessler incident
Elevated error rates, subscription management unavailable
Resolved after 5 hours 6 minutes, affecting AWS EC2 Instances (us-east-1 - United States - Northern-Virginia), on October 20, 2025.
Subscription Service is fine again. We notice occasional issues with EC2 instances in us-east-1 when being restarted, being stuck in stopping state. We're actively working on recovering those machines as fast as possible.
Affected components
Update timeline
- investigating Oct 20, 2025, 08:02 AM UTC
We are currently seeing elevated error rates impacting several services. Services related to booking/managing subscriptions are impaired as well. Existing subscriptions are currently also not showing.
- monitoring Oct 20, 2025, 09:39 AM UTC
Issues are related to an outage in one AWS region that affected some of our own and also relevant 3rd party services. See also https://health.aws.amazon.com/health/status Listing existing subscriptions/instances on app.my-prtg.com might be still impaired, same goes for booking new subscriptions or starting PRTG Hosted Monitor trials. Recovery is currently ongoing, we monitor the situation and post an update.
- monitoring Oct 20, 2025, 09:48 AM UTC
We see continous recovery on the subscription service, reducing severity from major outage to degraded performance and continue monitoring.
- monitoring Oct 20, 2025, 12:22 PM UTC
We are continuing to monitor for any further issues.
- monitoring Oct 20, 2025, 12:24 PM UTC
Subscription Service is fine again. We notice occasional issues with EC2 instances in us-east-1 when being restarted, being stuck in stopping state. We're actively working on recovering those machines as fast as possible.
- resolved Oct 20, 2025, 01:09 PM UTC
All systems are back up and running again.
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