Infinity Portal Data Services (Datatube) - Data services outage on Australia and Canada regions

Final update

Incident Duration: September 27, 02:30 - 06:00 UTC \(~3.5 hours\) Affected Services: DataTube - Canada, Australia regions ‌ ──────────────────────────── Overview On September 27, 2026, customers in the Canada and Australia regions experienced a service disruption due to a network configuration issue affecting connectivity to backend services. ‌ ──────────────────────────── Customer Impact Customers in the Canada and Australia regions could not ingest data, resulting in a backlog and delayed ingestion once service was restored ‌ ──────────────────────────── Root Cause The disruption was caused by a change in network configuration affecting connectivity between regional infrastructure components. Once the issue was identified and corrected, the service was fully restored. ‌ ──────────────────────────── Next Steps We are adding additional monitoring to detect this class of issue earlier, and reviewing our change management process to reduce the risk of similar incidents. ‌ We apologize for any inconvenience this may have caused.

1. Postmortem · Sep 28, 12:55 UTC
   Incident Duration: September 27, 02:30 - 06:00 UTC \(~3.5 hours\) Affected Services: DataTube - Canada, Australia regions ‌ ──────────────────────────── Overview On September 27, 2026, customers in the Canada and Australia regions experienced a service disruption due to a network configuration issue affecting connectivity to backend services. ‌ ──────────────────────────── Customer Impact Customers in the Canada and Australia regions could not ingest data, resulting in a backlog and delayed ingestion once service was restored ‌ ──────────────────────────── Root Cause The disruption was caused by a change in network configuration affecting connectivity between regional infrastructure components. Once the issue was identified and corrected, the service was fully restored. ‌ ──────────────────────────── Next Steps We are adding additional monitoring to detect this class of issue earlier, and reviewing our change management process to reduce the risk of similar incidents. ‌ We apologize for any inconvenience this may have caused.
2. Resolved · Sep 27, 06:21 UTC
   This incident has been resolved.
3. Monitoring · Sep 27, 06:12 UTC
   A fix has been implemented and we are monitoring the results.
4. Identified · Sep 27, 06:08 UTC
   The issue has been identified and a fix is being implemented.
5. Investigating · Sep 27, 05:44 UTC
   We are currently investigating the issue