Canada hosting location unreachable

Update timeline

1. investigating Jun 06, 2026, 06:26 PM UTC

   TOPdesk environment unreachable for hosting location in Canada

2. investigating Jun 06, 2026, 06:27 PM UTC

   We are continuing to investigate this issue.

3. investigating Jun 06, 2026, 06:28 PM UTC

   We are currently investigation the cause of this outage. We will keep you updates every 30 minutes

4. investigating Jun 06, 2026, 06:40 PM UTC

   We are continuing to investigate this issue.

5. investigating Jun 06, 2026, 07:17 PM UTC

   We are continuing to investigate this issue.

6. investigating Jun 06, 2026, 07:51 PM UTC

   We are continuing to investigate this issue.

7. investigating Jun 06, 2026, 08:04 PM UTC

   We have identified an issue in the load balancer for the services cluster. We are working on resolving this issue.

8. investigating Jun 06, 2026, 08:19 PM UTC

   All environments are accessible again. Root cause analysis will be published within a week.

9. monitoring Jun 06, 2026, 08:23 PM UTC

   A fix has been implemented and we are monitoring the results.

10. resolved Jun 06, 2026, 08:23 PM UTC

    This incident has been resolved.

11. postmortem Jun 12, 2026, 09:28 AM UTC

    The Azure-managed load balancer unexpectedly removed two port rules due to an azure internal issue in the integration between Kubernetes and Azure’s load balancer management. This resulted in a temporary loss of connectivity for our services. Adding the rules by hand resolved the issue. We are currently investigating how to prevent similar future outages.