Virtual Appliances (VAs) for a subset of customers are currently experiencing a service disruption

Update timeline

1. investigating Jul 20, 2026, 05:10 AM UTC

   We are currently investigating an issue affecting Virtual Appliances (VAs) that is causing service disruptions for a subset of our customers in useast1 —specifically those utilizing the Canal secure tunnel VPN configuration. We are working on addressing the service disruption.

2. identified Jul 20, 2026, 05:11 AM UTC

   The issue has been identified and fix is being implemented.

3. resolved Jul 20, 2026, 05:43 AM UTC

   Our engineering team has successfully resolved the issue affecting Virtual Appliances (VAs) for customers in the us-east-1 region who utilize the Canal secure tunnel VPN configuration. To fully restore your connectivity, action is required on your part. Our team has issued updated SSL Certificates that must be applied to your configuration. Please download the certificates from https://community.sailpoint.com/t5/IdentityNow-Connectors/Virtual-Appliance-Network-Tunnel-Configuration/ta-p/274648 and follow the instructions. Please note: if you have recently downloaded the certificate bundle before, you may need to clear your browser cache to get the updated files. If you have completed the steps above and are still experiencing issues, please open a support ticket.